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To save you time and get you the answers you want quickly, please check the FAQs before you email us. If your question is not listed here or if you need more information, please contact us at sales@shopmillerlake.com.
Q: What methods of payment do you accept?
A: We prefer PayPal. Per eBay's new policy, sellers cannot advertise in their listing form or in a listing that they accept money orders or cheques. However, sellers are allowed to accept these methods of payment if they wish, provided the buyer has requested it. Therefore, we will accept money orders and personal cheques in US or Canadian funds. Please ensure that your money order/personal cheque is cashable in Canada. You may use the current eBay exchange rate if you wish to pay in Canadian funds. New customers may have to wait 5 - 10 business days for clearance before your order is shipped.
Q: When will my order be shipped?
A: Orders are generally shipped within 24 or up to 48 hours of receiving payment during business days. We always send an email to notify you when we will ship your order and when it has actually been shipped. We use the eBay messages system for "shipping notification" emails.
Q: Do you combine shipping?
A: Yes - see individual auction or email us for rates. In order to receive a shipping discount, please ensure that all items are combined and paid for on the same invoice. If the combined shipping rate is stated in the listing itself and you wish to combine the invoice yourself, please feel free to do so - otherwise, please wait for our combined invoice. Items up to 500 grams and 2 cm thick can be shipped lettermail/letterpost. Otherwise we ship via Small Packets or Expedited Parcel post. If you need it in a hurry, we can usually accommodate you (a higher rate will apply).
Because we sell products in a variety of dimensions and weights, the eBay shipping module cannot automatically calculate rates when the service changes for the same item. For example, if an item that is normally shipped via Letter Post is purchased in a quantity of 10, the item would be have to be shipped parcel rate. Subsequently, if the item was purchased in a quantity of 3, it could still be Letter Post but at a different rate. Canada Post shipping does not work the same way as USPS shipping. We try to keep the shipping cost as low as possible (check our specials).
Therefore, it is easier for you if you wait for our combined invoice or adjust the invoice yourself if the combined rate is stated in the listing. Otherwise, we will simply refund the difference if applicable before we ship.
Q: What carrier and method of delivery do you use for shipping?
A: We generally use Canada Post. We ship per the listing you bid on, or in the case of combined orders, we sometimes upgrade the service if the weight or dimensions exceed the original service requirements (however, the combined shipping rate is generally significantly lower than the individual rate multiplied by the amount of items). We use FEDEX when requested, however, a higher fee will apply.
Q: When can I expect my order to arrive?
A: Depends on method of delivery and where you live. Canada Post Lettermail/Letterpost/Light Packets/Small Packets - generally 2 - 10 business days. Expedited Parcel - generally 2 - 11 business days. Faster delivery is available - please email for rates.
Q: What if I don't receive my order within the timeline you gave me?
A: Please check the email we sent you when your order was shipped. Shipping dates refer to business days (no weekends and holidays). If you are concerned, please email us. We will respond right away.
Q: What if my package is lost in the mail?
A: If your package is very late, please contact us. We will respond right away and put a trace on your package as soon as our carrier allows us to. If your item is insured and cannot be traced, we will issue a full refund. You will be contacted by our carrier (by email) to confirm with you that you did not receive the item.
Q: What if my package is not insured?
A: Contact us. In rare instances, items do get lost. We deal with these cases on an individual basis.
Q: Do you ship to an international address?
A: Yes - items which are small enough to be sent via Letter Post. We do not ship parcels (items thicker than 2 cm or heavier than 500 grams) to destinations outside Canada and the US through our eBay store. This is because shipping parcels from Canada to desintations outside North America is very expensive and ground shipping is very slow. This would affect our detailed seller ratings and lower the discount that eBay gives us. Subsequently, this would affect our prices. Our international customers deal with us directly. We try to keep our prices very competitive while maintaining a standard of excellence.
Q: How well is my item going to be packed?
A: All items are professionally packed with high quality shipping supplies. We take into consideration what can happen in the mail.
Q: You charge sales tax in Ontario only - why does my invoice state "sales tax" instead of GST?
A: Canadian Residents only: eBay only allows one option for taxes and it is called "Sales Tax". We charge 5% GST for all provinces and 13% (GST + 8% PST) for Ontario residents. If you are outside Ontario - your "sales tax" charge is actually "GST".
Q: My Winning Bid email states "seller does not charge sales tax". Why are you charging me for tax?
A: Canadian Residents only: Every auction we list states that all Canadians must pay GST - Ontario residents an additional 8% PST. Sometimes there is a glitch which is out of our control - this is why we list it clearly in every auction.
Q: The tax is not showing up properly on my invoice. What should I do?
A: You can either adjust it yourself in the adjustments box or wait for us to send you an invoice.
Q: My invoice does not show a multiple item shipping discount. What should I do?
A: Because we sell a variety of items with various weights and costs, in some cases it is difficult to set up the automatic multiple auction shipping discount. Therefore, if you are buying multiple items from the same listing and the combined rate is stated in the listing, you can either adjust it yourself in the adjustments box or wait for us to send you an invoice. Don't forget, all multiple shipping discount items must be paid for on the same invoice. If for some reason you pay before you receive our combined invoice with the adjusted shipping rate, we will credit you the shipping difference from what you paid to the correct charge before we ship your item.
Q: I receive invoices after each purchase. I want to purchase more items. Should I pay for these invoices or wait for a combined invoice?
A: If you wish to purchase multiple items, please let us know. Wait until you are finished shopping before paying for the items. Sometimes we can combine many different items and give you a very good discount. Depending on weight, we can ship the items together or in two separate packages. Let us know what you are looking to purchase and we will set up the invoices so that you receive our best discount for shipping.
Q: I want to take advantage of your current shipping special (spend $49.00, etc.). How do I combine my purchases myself?
A: US and Canadian Residents only: You may either wait for our combined invoice or adjust the shipping yourself by putting a negative amount in the seller discount box to net out the shipping to the appropriate charge.
For example, US Residents: If you spend $49.00 or more on your purchases, proceed to checkout, check all items and subtract the amount shown for shipping less $10.00. That way you only pay $10.00 for shipping (if you spend $49 or more on your purchases on the same order).
Canadian Residents: Same thing but the shipping is free if you spend $49.00 or more before tax on your purchases on the same order. Therefore, you would subtract the entire shipping amount shown. Since eBay will only let you discount to a maximum of the shipping charge shown, we will have to refund your tax separately. We will do this before we ship your order.
If in doubt, shop and wait for our combined invoice. If you want to send an email or request a total through checkout once you are finished shopping, please feel free to do so. Our email address is sales@shopmillerlake.com.
Q: Where do I find more details on your policies?
A: In our about "me" page under Terms and Conditions.
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