Return & Refunds Policy
There are a few reasons that one may wish to cancel an order or request a refund. Here are our policies:
Cancelling An Order
You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped. Most orders are packed and shipped within 1-2 business days from the time they are received. Please contact us if you need to know the status of your order and we will advise you whether or not your order can be cancelled for a full refund.
We are afraid we cannot accept cancellations once an order is shipped.
Returns Policy
We can accept returns only when products are purchased through the coswebb.ca website or the TownshipsOrganic Etsy shop. If you have purchased Cosman & Webb product(s) through an independent retailer, please arrange your return or exchange with that retailer, which will be subject to that retailer's own returns and exchange policy.
We can accept returns within 30 days of a customer receiving their order. If 30 days has passed since receiving your order, we are afraid we cannot accept the return. The tracking number date of delivery will be used to determine the day the order was received.
To be eligible for a return, your item(s) must be unopened, in the same condition as they were received, and in their original packaging.
* If your maple syrup develops a moldy film after opening, it is because it wasn't properly refrigerated after opening. Cosman & Webb is not responsible for replacing maple syrup that has spoiled.* Cosman & Webb is not responsible for guaranteeing estimated delivery dates. Shipping times vary, particularly during extreme weather events or disruptions to postal or courier services. Please consider ordering well in advance, especially during the holiday season.
How to Return a Shipment to Cosman & Webb:
Refuse the Parcel at Delivery: if the courier allows, refuse the parcel at the time of delivery and the order will automatically be returned to us. The return shipping fee will be charged to the Cosman & Webb account and deducted from your refund. Or,
Arrange a Return through Canada Post: if you receive the parcel, you can return it via Canada Post to the following address:
Cosman & Webb
PO Box 20035,
Duncan, BC,
V9L 5H1.
You are responsible for all shipping costs. Once the return tracking number is traceable, we will process your refund. **Shipping costs are non-refundable; the original, actual shipping cost, as well as any return shipping costs charged to our account, will be deducted from your refund.
Damaged Orders
It is very rare for Cosman & Webb products to be damaged during shipping and we take full responsibility for their safe packaging. If any of your order is damaged during the shipping process, Cosman & Webb will either replace your product(s) or refund your payment, depending on product availability and what is agreed upon by Cosman & Webb and the customer. Sufficient photographs showing proof of both the damaged goods and parcel box are required before any refund or replacement is considered.
Lost Orders
If you have not received your order but your tracking reference states your order has been delivered, please take the following steps:
Search for the parcel: when the tracking reference indicates that a parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to their door; you may need to check a second location on the property, a mail room, a front desk, a safe-drop location, or a parcel locker (a key will be left in your box). Also, check with everyone in your household or workplace as another person may have received or retrieved the item. *Note: in some cases, a delivery scan is entered into a tracking system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.
Contact Cosman & Webb: if you are still unable to locate your parcel, please contact us and we will put in a claim with Canada Post or the courier that was used. Please know that it takes a few weeks for an investigation to be conducted and we cannot issue a refund or ship another order until the investigation is complete.
Incorrect Addresses & Unclaimed Orders
If you have entered in an incorrect shipping address and your order has already shipped, you can contact the courier company directly to redirect the parcel to the correct address. There may be an extra fee for this service, which can be paid to directly to the courier. If your parcel was delivered to a drop-off location but wasn’t claimed in time, the parcel will eventually be returned to us. If this has happened to you, please contact us so that we can discuss our next steps. To reship your order, an invoice for the full shipping amount and the return shipment will be generated and must be paid for before the order is resent.
*Please make sure your address is complete and correct before submitting your order.
**Please know that the $15 (for Canada) and $25 (for the US) shipping fees are not our actual shipping costs.
Stolen Parcels
Unfortunately, we’ve had to implement a stolen parcels policy. Many of our deliveries are made by courier service and stolen parcels have become a reality. Here, you can find the steps we take to limit the risk of stolen parcels, as well as steps you can take on your end to ensure the safe delivery of your packages.
*The insurance Cosman & Webb purchases to cover each shipment only covers parcels lost by the carrier. It does not cover damaged or stolen parcels.
Cosman & Webb Delivery Guarantees
We will communicate to our customers by email when the package has been dispatched and provide tracking details including the name of the courier. We use reliable delivery services that provide tracking updates with options to sign up for delivery confirmations by email or text, and often photos of the delivered package. We encourage our customers to track their packages closely.
If our customers would like to communicate specific delivery instructions, such as leaving the package in a secure location or with a neighbour, please do so by emailing info(at)coswebb.ca at the time of your order and include your order number and all relevant information.
Avoiding Stolen Parcels
Invest in a Smart Package Locker System for your home or rent a parcel locker and have your parcels shipped to that address.
Once Cosman & Webb has sent your tracking information – you have the option to sign up for free pickup with the courier.
Depending on the courier, you may contact them and choose a delivery time when you know you’ll be home. *Must be during business hours.
Request a signature on delivery. Write to info(at)coswebb.ca if you would like this option.
Install a doorbell camera or another outdoor security camera. Advertise your home security system on your windows and in your yard.
Get the package delivered to your place of work instead of your home.
Request package drop off in your backyard or garage. Write to info(at)coswebb.ca if you would like this option.
If you’re friendly with your neighbours, ask if they will hold or pick up a package when you’re not home. Offer to do the same for them.
Stay informed about new technologies or services that could enhance package security.
When Your Parcel Has Been Stolen
Step 1: Make sure the correct address was on the label. Double check your order confirmation email and check the address for any typo’s. All our shipping labels are generated automatically using the information provided by the customer on our checkout order form. If an error has been made, the parcel may have been delivered to another address.
Step 2: Even if you receive a delivery confirmation, it's possible that the delivery company has made an error. Contact the company directly to confirm that the parcel was delivered at the time and location the tracking service said it was.
Step 3: Contact Cosman & Webb. Once you know that the package was delivered but was probably stolen, the next step is to contact us at info(at)coswebb.ca. Please include your order number in the email. We are willing to work with you and we’re happy to take on the responsibility of communicating with the delivery company.
Step 4: Report the theft to the courier. Different courier companies have their own processes for how to report a stolen package, please visit their individual websites for their own policies and reporting procedures. This step has to be completed by you, the customer, as you will have all of the relevant information required to complete the forms.
Step 5: File a police report for the stolen package. Unfortunately, if there aren't any witnesses and you don’t have an outdoor security camera, there probably isn't much the police can do. If there have been package thefts in your neighbourhood recently, there is a higher likelihood that the police will investigate the situation. If you're planning on making a home insurance claim regarding the missing delivery, a police report can be helpful documentation to have.
Reconciling the Loss
Unfortunately, Cosman & Webb cannot refund or replace stolen parcels. Our small business doesn’t have the budget to cover stolen parcels, so we must rely on our couriers and our customers preventative measures to ensure safe delivery. If all the steps have been taken in reporting a stolen parcel, the most we can do is offer a discount on a replacement order. Please contact us for details, info(at)coswebb.ca.
All Other Queries
If you are unhappy, we'd like to make it right. Please contact us at any time for any reason.