When can I expect my order?
We do our best to process orders within two business days. International orders are shipped with a partner service and will take an additional day to pass through customs. Packages are sent Canada Post Lettermail to Canada or via USPS First Class Mail to all other countries. You will receive a confirmation e-mail when your order has been processed and another once your order is packed. Below are the estimated delivery times to your destination for these methods:
Canada: 2-7 business days
United States: 3-14 business days
Europe: 6-21 business days
Australia & New Zealand: 10-28 business days
Everywhere else: will depend on your distance from Toronto and your local post service.
Can you track my package?
Canada: Lettermail service is untracked, but larger orders, sent as Expedited Parcel, will include tracking.
Everywhere else: USPS First Class Mail includes tracking. Depending on your country's postal service, tracking may only follow your parcel until it leaves the United States.
Do you offer express shipping?
We don't currently offer express shipping online, as we're only able to drop packages with our USPS partner service twice a week. To see if we can accommodate express shipping for you, email firstname.lastname@example.org before placing your order. Please note that because of the handmade nature of certain items, we cannot offer express shipping for all orders. Products like hats, embroidered sweaters, and buntings are made to order and can take a week or two production time. Please double-check the item listing to make sure it is eligible for express shipping. If your order included a pre-order, your package will ship when all of the items are available.
I think my package got lost in the mail!
Unfortunately snail mail still goes astray sometimes, and we're sorry! If 30 days have passed since you received your shipping confirmation and your package has not arrived, please write email@example.com with your order number. If your order included a made-to-order item, please be sure to add the production time to the delivery estimate.
My USPS tracking says "delivered" but I haven't received my package.
USPS uses a geotagging service to mark your package as "delivered" when they are at your address. On very rare occasions, parcels may be marked as "delivered" a day early. If 24 hours have elapsed and you still haven't found your package, you should contact USPS for assistance--we at Rosehound have no information beyond what you see on your tracking page. Nine times out of ten, the package has been collected by a roommate or neighbour, tucked behind a plant, or is in the building lobby.
My package arrived but a product was missing or damaged.
We're sorry! On the rare occasion there's been a mix-up or broken heart, e-mail firstname.lastname@example.org and we'll get you sorted out ASAP.
What's your return policy?
If you're unhappy with the products you ordered, email email@example.com as soon as possible to organize a return. You will pay return shipping to our Toronto, Canada studio. Original shipping will only be refunded if the product is damaged or otherwise not as advertised.
I live in Toronto, can I pick up my order from your studio?
Because of our irregular hours, we can only welcome people to the studio by strict appointment. However, we do have a number of amazing stockists in Toronto you should go out and support!
I'd like to interview you for my magazine/website/school project/etc!
E-mail firstname.lastname@example.org for interview requests.
I'd like to feature Rosehound products in my print or web publication!
E-mail email@example.com for press requests.
If you're interested in hosting Rosehound for a pop-up in your store or at your market, please contact firstname.lastname@example.org.
Where is your next pop-up?
Follow us on Instagram and Facebook to stay up-to-date.
I'd like to stock Rosehound at my shop. Do you do wholesale?
Absolutely. E-mail email@example.com for a copy of our current linesheet and catalogue, and we'll set you up with an account. Here's a list of our current stockists.
Are you currently accepting interns?
Yes! However, because all internships are unpaid, we will only accept applicants completing the internship for school credit. Schedule and length of internship are negotiable based on your availability. If you are Toronto-based and interested in learning about and working with Rosehound, please send your cv, cover letter, and a little about yourself to firstname.lastname@example.org. We look forward to hearing from you! :-)
If you've got a question beyond what's listed above, we'd love to hear from you via e-mail. Nothing personal, but Instagram DMs will rarely be checked or answered.