Once an order is placed, Ciselier Company is responsible for ensuring the quality of your scissors, fulfilling your order in a timely manner, packaging your scissors so that they may be delivered without damage and getting the package to the delivery service or courier. Once the package containing your scissors has been delivered to the courier, it is the responsibility of the courier service to ensure the delivery of the package. Ciselier Company does not take any responsibility for your package once it has left the fulfillment premises and has been successfully scanned into the courier system.
If your shipment destination is outside of Canada, you may be required to pay local duties and taxes. You will be notified by your shipping carrier of any duties and taxes owing; these are the responsibility of the receiver. Ciselier cannot collect or remit duties and/or taxes on behalf of our customers outside of Canada.
If you've received an email stating your scissors have been delivered, but your package isn't at your door, please check your Canada Post Community Box, the outside of your home (front/back porch, side/back door, garage area, bushes) as well as double-checking your mailbox to make sure it isn't wedged or out of sight. Please also check in with your neighbors, roommates, doorman, or apartment mailroom/front desk to see if they may have received it for you.
If your scissors don't turn up within the following 24 hours, please contact the courier service and file a claim, using the tracking number we have provided to you. Once you have filed a claim, please give the courier 72 hours to look into it for you. Make sure you document tracking numbers and incident case numbers that are provided.
Please note that Ciselier Company cannot replace lost scissors free of charge or refund the purchase of an order that has been mishandled by a courier. If claim amounts are paid out to Ciselier Company, we will either work with you to replace your scissors or refund you the pay-out amount to your original method of payment.
While each and every pair of Ciselier Company scissors is quality inspected a minimum of three times, in the event that the product you receive is faulty upon delivery, or you received an incorrect pair of scissors, you must notify us within 14 days of delivery at returns [at] ciselier [dot com] You may then return your scissors for repair or replacement. Ciselier Company is a small business supporting other small businesses; unfortunately we are not able to accept returns for reasons other than manufacturing defects or incorrect product shipment. As a Canadian company, Ciselier's Returns Policy is in compliance with Government of Canada mandated business practices; more information is available here.
We cannot accept liability for returned scissors damaged during transit; it is your responsibility to properly package returned products to ensure they are not damaged in shipping. Please be sure to include your name, phone number, order number and email address in the package with your returned scissors.
If your scissors become faulty due to a manufacturing defect, you must notify Ciselier Company within 14 days of the issue occurring. If verified, we will cover mechanical issues only, not wear, blunting, unreasonable use, misuse, damage, or oxidation. Please remember: while stainless steel scissors will resist oxidation more than carbon steel, they may rust if exposed to moisture. This is not covered as a product defect. Please wipe your scissors after each use!
Upon receipt of returned goods, we will assess your scissors to confirm that there is a manufacturing or mechanical defect or that the incorrect product was shipped. If we agree with the issue, you will receive a full refund to your original method of payment, or replacement scissors, minus shipping costs. Incorrectly shipped items must be returned unused, in original packaging, in order to qualify for a refund. Cost of returning scissors may be your responsibility. Please send them via a tracked service - Ciselier cannot be responsible for the successful return of goods.