Where do you ship from?
We ship from our studio in Toronto, Ontario, Canada, and we generally process orders within two business days.
Where do you ship to?
Anywhere and everywhere!
When can I expect my order?
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 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.
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!
You're a Canadian company. Why are your prices in USD?
Prices in our webstore display in USD by default, but you can use the toggle in the top right corner to display them in CAD. This is for display and comparison purposes only--all orders are processed in USD. We know the dollar is bad, and to alleviate some of that currency-exchange-crush we currently offer free shipping to anywhere in Canada (does not apply to wholesale).
When will ______ be back in stock?
The best way to stay up-to-date about restocks and new product drops is to follow us on Instagram.
I'd like to interview you for my magazine/website/school project/etc!
Awesome! E-mail firstname.lastname@example.org for interview requests.
I'd like to feature Rosehound products in my print or web publication!
Great! E-mail email@example.com for press requests.
I'd like to stock Rosehound at my shop. Do you do wholesale?
Absolutely. E-mail firstname.lastname@example.org 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 email@example.com. 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.