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SHIPPING INFORMATION

 

Please carefully read our shipping policy. If you have any questions regarding shipping, please contact us at bergodesigns@gmail.com. 

We do our best to process orders as quickly as possible. Weekend orders may not be processed until Monday.

PICK UP

If you choose Pick Up, your order will not be shipped. You will receive a notification when your order is ready for pick up at our store. Pick Up is available only during store hours. Please bring your order confirmation. When you arrive at our store, notify our staff that you are picking up a web order. Please note that we have limited space, so timely pick ups are appreciated*.

SHIPPING

Make sure to fill out your shipping address accurately to an address that can receive packages. If the address provided is incorrect, we cannot take responsibility for that package. Nor can we take responsibility for a package marked as delivered by the carrier which is stolen or misplaced thereafter. If a package is unable to be delivered, it may be sent back to us. We will not be able to refund your purchase until the package arrives. There will be a return fee that will come out of your refund. It may take up to 8 weeks for the package to be returned to us and a refund issued.

Please track your package. If it is not delivered by the estimated time, check the UPS tracking page to make sure that your package hasn't been rerouted to a UPS Access Point or store. All necessary information is on the tracking page. If your package is rerouted and not picked up by you (the customer) it will be returned to us and we will need to charge shipping again. 

GREATER TORONTO SHIPPING 

  • Fast Local Delivery by TREXITY: If you are in the GTA courier delivery area, the option will appear at checkout. If you choose this option once your order is ready we will schedule delivery. Delivery will usually be within 24-48 hours (business days) of your order being fulfilled. You will receive a notification from our service, TREXITY, when your order is on its way and you can live track it. 
  • Standard Delivery: Orders in our courier delivery areas (Toronto and most of the GTA) will be delivered by Trexity unless you specify otherwise. If you specify that you do not want courier delivery, packages will be shipped by UPS. You will receive a tracking number when the package is on its way. 

We cannot deliver orders to Pick Up locations.

*Order not picked up within 3 months may be restocked and a refund will be processed.

CANADIAN SHIPPING

Canadian packages outside the Greater Toronto Area are shipped with UPS. A tracking number will be sent to you when your package is ready. Although we process all order to the best of our ability within 24 hours (weekends excluded), shipping times are estimates. Packages may arrive earlier or later than the estimated time. Oversized packages and deliveries to remote locations may necessitate additional shipping fees. We will contact you to discuss options if this applies to your order.

Once notified that a package has been delivered, it is the customer's responsibility to inform us if the package is lost or missing. Contact us within 24 hours. After that we can not help you to locate the package or make a claim.

USA SHIPPING

Due to changes in US government policies regarding goods being imported, we no longer will be shipping to US addresses. If you have any questions, please contact us by email at bergodesigns@gmail.com.

INTERNATIONAL SHIPPING

Shipping charges will be determined once the order is ready to ship and will be based on location, weight, carton size, and value. Additional shipping fees may apply.

In some cases (larger or heavier than normal items), we may need to charge additional shipping fees. In that case, you will receive an email that will take you to the shopping cart of our website to pay for the additional costs. If you do not wish to pay extra for shipping, please reply via email to bergodesigns@gmail.com and the entire order will be cancelled.

All International packages are shipped with at least partial tracking. Tracking numbers will be emailed to you when your package is ready. If you need additional tracking information, please contact us at bergodesigns@gmail.com.

Allow at least 4 weeks for delivery. Packages must go through customs and the length of time for clearance varies. 

Keep track of your package. If you have not received your package within 45 days of ordering, contact us at bergodesigns@gmail.com. We will look into the delay and send you an update. Your order is insured, but if we are not informed within 45 days that you have not received your package, we will not be able to reimburse you if the package does not arrive.

Any duty and taxes applicable will be charged upon receipt of package.

If you are required to pick up your International Package, please do so in a timely fashion. Any International Package shipped back to us will be refunded once it is returned minus the original shipping fee and a restocking fee. The returned items must be in sellable condition.

INSURANCE

Please note that while all shipments are sent insured, some items are not insured for breakage (for example, glass.) We do our best to package everything to avoid breakage, but in the event your order arrives damaged, please take photos of the product(s) in the packing materials. Send the photos to bergodesigns@gmail.com with all of your information. We will make an insurance claim on your behalf. The insurer may need a signed affidavit stating that the goods arrived damaged. Please do not dispose of the damaged goods until we contact you that the claims process is underway. We will not be able to return, replace, or refund any items in which you (the customer) have not provided sufficient information and documentation for a claim.