Policies

PRODUCTION & RUSH ORDERS

Our pieces are handmade and hand dyed. Please allow slight variations of colour and length as a reminder of the beauty of the human touch. 

We ship ready to ship items within three days after purchase. Made to order pieces can take up to 6 weeks. Rush orders are available on a case by case basis. Contact us at hello@newphrenology.com

PRICING & CURRENCY

Our original prices are in Canadian dollars. Our store is powered by a currency geo locator automatically showing your country's currency conversion as per rates on xe.com. At checkout your'll be charged in Canadian dollars. The currency is different but the amount of money is the same. 

SHIPPING 

We charge a flat rate of CAD $10 to the US,Canada and Mexico and CAD $35 to the rest of the world.

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number. The tracking number will be active within 24 hours.

INTERNATIONAL ORDERS

International orders are sometimes subject to duties and taxes fees which are not associated with New Phrenology and are the buyer's responsibility. Please contact your local customs office for more information. 

DELIVERY

Domestic orders are shipped by FedEx and international orders by DHL. Allow 1-4 days for delivery after shipping

 

CUSTOM ORDERS & ALTERATIONS

Custom orders are available. Contact us at hello@newphrenology.com for all customization inquiries.

RETURNS

Request for return or exchange must be made within 15 days after delivery and shipped back to the following address:

New Phrenology
Attn. Returns
2008 Manitoba St. V5Y 3V3
Vancouver, BC
Canada

 

The product must be sent back in its original package and New Phrenology has the right to refuse items that are stained, damaged or not in its original condition. The buyer is responsible for shipping costs as well as any taxes, duties, and courier fees incurred by the return. 

If an item was defective or damaged by a mistake on our part, a refund will be issued for both delivery and return shipping charges. The refund will be issued in the same form as original payment within 3 days of return receipt. 

We do not accept liability for shipping loss or damage of returned goods. International duties and taxes are not refunded. Contact your local customs office for information on international duties and taxes refunds claims.  

We do not do returns on sale items, custom orders or altered pieces.