Shipping policy
Terms and Conditions
Orders are processed in the order they are received. Delivery times are in addition to processing times. They are 2 to 3 business days. Orders are not processed on weekends. If you choose to pay extra for faster delivery, this does not guarantee that your order will be processed more quickly.
Order Processing and Shipping
Orders will be processed in the order they are received. We do not offer rush orders. It is not possible to add items to an order, as payment is processed at the time of purchase and we do not have access to your payment card to charge the item. Please carefully review your shopping cart before finalizing your order.
Shipping quotes are available online. Log in to your account, enter the items you wish to purchase, and then go to the "View Cart" page. The system will calculate the available options based on the weight of your items and your postal code.
Packages will be delivered without requiring a signature unless otherwise specified.
Shipments of multiple items may be separated. Please check the shipping label to see if it indicates "1 of 2," "2 of 2," etc. Missing items typically arrive the following day.
*Due to winter weather conditions, some deliveries may not be made on certain days. We apologize for any inconvenience.
A tracking number will be provided for online orders. Please allow 24 to 48 hours for tracking to become available. This allows time for the package to be retrieved from our premises and recorded in the shipping system. If you experience any difficulties within 48 hours of receiving the shipping confirmation email, please contact us at info.atiehatie@gmail.com. We will be happy to assist you. Your delivery is subject to the third-party shipping policies. We reserve the right not to deliver to certain addresses.
In-stock items leave our workshop within 1 to 4 business days, excluding weekends and holidays. Orders are not processed on weekends. Shipping costs are the responsibility of the buyer, including any additional charges related to dimensional weight adjustments, extended zone fees, fuel surcharges, multiple package fees, brokerage fees, and/or home delivery charges.
In the event of damage or an error in your shipment, please contact us within 14 days. Please describe the problem and take photos if possible. This information will help us improve our order processing system. See the "Returns and Policies" page for more details.
Damage and Theft Policy
If your package has been damaged, please email a photo and your order number to info.atiehatie@gmail.com.
For packages that do not arrive for any reason:
1. Track your package, making sure to open each tracking number. Keep this number for all correspondence.
2. Inspect your entire property to see if the package has been left anywhere other than in front of your front door. Check any security footage, if available.
3. Notify us so we can begin an investigation.
4. File a claim with the carrier.
5. Unresolved claims will be thoroughly investigated.
Out-of-Stock Items
We make every effort to ship your complete order. If an item is out of stock and expected to arrive soon, your order may be held until it is fully shipped. If an item is expected to be out of stock for an indefinite period, your order will be shipped without the item and you will be refunded. Please reorder the out-of-stock items. Longer delivery times may apply for larger quantities.
Order Cancellation
Orders can only be canceled one hour after confirmation. No cancellations are permitted for shipped items.
Order Pickup
Les Créations Atie & Hatie offers a pick-up option at our Montreal studio by appointment only. Please contact us to schedule an appointment and select the "pick-up at our studio" option when completing your purchase.