Customer Service


All prices on the website are in Canadian Dollars. At this time, we accept your payment by Paypal or International Money Orders (in Canadian funds). Upon checkout, you are directed to the Paypal website and in order to process your order, your Paypal payment is required on checkout. We must be contacted within 24 hours of you placing your order regarding payment should your Paypal payment not go through successfully, or should you wish to pay by money order. If we are not contacted within 24 hours, your order will be cancelled without notice.

From time to time we offer Free shipping. For notice of such offers, please check the home page or your Treemail Newsletter (you may subscribe at the bottom of the home page). We offer FREE LOCAL PICK UP by arrangement. Please do not commit to free local pick up unless you can keep the initial, mutually convenient, arranged pick-up time. Out of consideration for our schedule and given the numerous requests received, we cannot re-schedule pick-ups. If you miss your pre-arranged pick up time, we will place your orders outside at your risk. Alternatively, paid shipping may be arranged at any time. We offer low flat-rate shipping/delivery within Edmonton of $4.95. Chop Chop Timber typically ships orders twice a week. Allow one to two days for shipping/delivery within Edmonton and most of Alberta once your item is shipped. If you require your package on an expedited basis, please email us to let us know.

Once you submit your order, you will not be able to make any changes online. If you have any questions about your order please feel free to contact us at info@chopchoptimber.com or call us at 1-780-628-2583. You will be responded to within 24 hours.

Once we receive your order, your order will be shipped via Canada Post and you will receive an email relating to shipping directly from Canada Post. We ship via Canada Post and UPS. Delivery time within Canada (other than Alberta and B.C.) is an estimated 3-5 business days from the date your order is processed. Delivery time to the U.S. is an estimated 5-10 business days depending on the size of the package. For overnight delivery, or expedited delivery, please contact us for rates at info@chopchoptimber.com or call 1-780-628-2583.

During the holidays, it is difficult to estimate a time for delivery. Accordingly, your package may take longer. For US orders during the holidays your package may take up to 5 extra business days. For overnight delivery, or expedited delivery, please contact us for rates at info@chopchoptimber.com or call 1-780-628-2583.

For shipments over $25, tracking and insurance up to $100 CAD is automatically provided. We cannot be held responsible for items lost by Canada Post that are not sent with tracking.

From time to time, we offer promotions. Sale prices during promotions do not apply to previous purchases and we do not provide price adjustments. During promotions, the shipping rate is calculated on order total BEFORE discount. We reserve the right to correct errors in the application of shipping rates when either no shipping or improper shipping rates are applied.


Shipping Rates

flat rate within Edmonton (shipment usually received within 1-2 days of order) - $4.95
flat rate within Alberta (shipment usually received within 1-2 days of order) - $5.95
flat rate to B.C. (shipment usually received within 2-3 days of order) - $7.95

All others within Canada (other than Alberta and B.C.) and to the U.S.A.:

up to $249.99 - flat rate $9.95
$250.00 and over - free

*additional shipping charges for larger items will be noted in the item descriptions, if applicable. The shipping you are charged when you check out is the only shipping you will pay.

Please note that any FREE SHIPPING codes provided in advertisements apply to in-stock items only, and not special order items which are identified on the website, or larger items which require additional shipping charges that are automatically added on checkout.

Please note that orders such as special orders shipping directly from the manufacturer are subject to additional charges that are applied on check out, and will be delivered by a freight company.

International Purchasers::

Please email us at info@chopchoptimber.com and we will let you know the shipping charges and you will be invoiced separately upon your approval of those charges. International purchasers are responsible for any customs duties and taxes applied to shipments entering their respective countries from Canada.


Pre-Orders

From time to time we offer pre-orders. Please note that we can split shipments and ship in-stock items now and the remainder when your pre-order(s) arrives, but you will be required to pay shipping on both shipments. We suggest that you place two separate orders if you require part of your order right away.

Taxes, Duties and Fees

Canadian Purchasers: We will apply GST and HST (Newfoundland, Labrador, Nova Scotia, New Brunswick) on purchases being shipped within Canada.

American Purchasers: All "in stock" items being shipped to the US are NOT subject to TAX (GST (the Canadian "Goods and Services Tax") or State Sales Tax). Customers are responsible to remit any State Sales Tax applicable to their purchases, and are also responsible for any customs duties and taxes applied to shipments entering the US from Canada. If you have any questions, please contact us at info@chopchoptimber.com or call us at 1-780-628-2583. chopchoptimber.com  is pleased to be able to offer selected "special order" products to US customers. These special order items are identified on the website and are generally shipped from within the US to US addresses and some State Sales Tax will apply. You will be contacted if this is the case.

RETURNS

If you are not completely satisfied with your regular-priced purchase (or sale priced purchase discounted less than 20%), it may be returned within 30 days of purchase for a refund, less shipping. Refunds will take the form of money back for these returned items; Simply email us at info@chopchoptimber.com or call (780) 628-2583 within 30 days of purchase and we will issue you a Returned Merchandise Authorization (RMA), which is valid for 5 business days. Please note that all SALE items discounted MORE THAN 20% are a FINAL SALE.

Please Note: Returns are accepted on Special Orders, subject to a 20% restocking fee. Special order items include ALL CRIB BEDDING SETS, PRINTS, PILLOWS and other items where an extra one to two weeks is required for delivery from the manufacturer (as noted in the listing). Skin care products and items for personal use such as baby or water bottles, sippy cups, teethers, pacifiers and nipples are also non-returnable for health and safety reasons, unless defective.

Changed Mind

Should you simply not want a regular priced product (or product discounted less than 20%) that you have purchased or received, we will gladly accept it back for a refund providing:

  1. The goods are in perfect resale condition;
  2. All tags are still attached, products unopened and/or unworn/unused;
  3. An RMA (Returned Merchandise Authorization) number has been requested within 30 days of the purchase date. If you do not request a RMA number within 30 days, you will still be eligible for store credit, so long as your return arrives in our warehouse within 45 days of your order. After 45 days, we cannot accept your return. Your package will be marked "returned to sender" and we will notify you to expect its return.


    If you received your merchandise as a gift, you have a total of 45 days from the date of the order to make your return. Please follow the RMA procedure above, and please note that gifts are only eligible for STORE CREDIT.

  4. Should you not follow this procedure, you may be liable for a restocking fee of up to 50%. Please email us at info@chopchoptimber.com and type "Returned Merchandise Authorization" in the subject line or call us at 1-780-628-2583 to obtain your RMA number.
  5. You will be responsible for the cost of shipping the goods back to us at chopchoptimber.com. Return address information will be provided in response to the RMA number request. The original cost of shipping is non-refundable.
  6. Custom or special orders are non-returnable except where defective or damaged (see below).



Defective Goods

In the unlikely event of an item arriving in defective condition our customers should contact chopchoptimber.com at 1-780-628-2583  or email us at info@chopchoptimber.com immediately so that return and replacement can be arranged.


Goods Damaged In Transit

For items damaged in transit please:

  1. Notify chopchoptimber.com at info@chopchoptimber.com or call us at 1-780-628-2583 within 24 hours of receipt of an item damaged in transit.
  2. Retain all packaging the item was shipped in.
  3. If the packaging is obviously damaged, only sign for the items as 'Damaged Packaging, items not inspected', if applicable.
  4. If the packaging and goods inside are obviously severely damaged refuse the delivery entirely, if applicable.
Should you not follow the above procedure, you may be liable for a restocking fee of up to 50%.

Chop Chop Timber upholds the warranties offered by our manufacturers and artisans.

Backordered Items

If you purchase an item that has the annotation "on backorder", the item will be added to your shopping cart but will be shipped separately from your main shipment at no extra charge. Backorders typically take up to 2 weeks to arrive in stock.

Inaccuracies
We endeavor to present the most recent, most accurate, and most reliable information on our web site at all times. However, there may be occasions when some of the information on our web site may contain unintentional inaccuracies. We present our content 'as is' and make no claims to its accuracy, either expressed or implied. We reserve the right to amend errors or to update product information at any time without prior notice. Chop Chop Timber also reserves the right to refuse or cancel any orders for products that have been purchased at an inaccurate price, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Chop Chop Timber shall issue a credit via Paypal in the amount of the incorrect price.

Colors
We have made every effort to display as accurately as possible the colors of our products that appear on the website. However, as the actual colors you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.
Earth Friendly Printing & Packaging

Whenever possible, we use recycled or biodegradable packaging (including biodegradable packing peanuts). We also try to re-use shipping boxes sent by our suppliers. Canada Post supplies plastic packaging for most of our shipping needs and unfortunately in order to use the business shipping service, we have to use their packaging; please recycle. When we use plastic bags to protect your purchases, they are oxo-biodegradable. They can be re-used, recycled and used in landfills and compost environments. Our business cards and invoices are printed on 100% Post consumer recycled paper. Our standard gift wrap is natural brown kraft paper, recycled kraft tissue and Cream City Ribbon's biodegradable cotton curling ribbon. Our premium gift wrap is printed on 100% Post-Consumer recycled paper with soy-based inks. We also use recycled kraft paper gift trays.