FAQs

FAQ

What is your turnaround time?

Such a great question!!!  Currently we have a 3-4 week turnaround time. Why so long?! It depends on the quantity and item ordered; but all of our items are finished in house, by a hubby and wifey duo! But we also have a 3 and a 6 year old at home too, so we have to balance family and work. All of our signs can take up to 5-6 weeks. Felt items are ready to ship. There is also a “quick shipping” collection which has a 3-10 business day turnaround — check it out! 

Are your finishes non toxic?

Yes! The paint used is water based. It is completely free of VOCs, lead, ammonia, toxins, all the ickies. There’s none of it here. The naturally dyed goodies are dyed with a water based watercolour dye. It’s even food safe! Lastly — Our coatings are all either water based or a beeswax oil based. Our plates are finished with a cutting board conditioner.

What ages are your toys appropriate for?

This is such a great question! And we get it! It can be hard to tell. There are a lot of wooden teethers and rattles on the market aimed at babies. All of our toys are made for kids that are no longer mouthing their toys. All of our toys are suggested for ages 3 and up. This is both for insurance regulations as well as the Toy Regulation section under the Canada Consumer Product Safety Act. These are mandatory safety requirements set for children’s toys and related products. Our toys are NOT meant to be teething products. All of that being said — any of our solid hardwood toys (with no loose or small parts) are safe for your little ones to play with under your supervision.

Shipping policy

order processing times are separate from the shipping times you see at checkout. 

All orders are are made to order and we have two little ones at home. Toy orders can take anywhere from 1-6 weeks to complete (depending on the products and cut times) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Incorrect Address:

We ship orders to the address provided during check out. If your package gets returned to us because of an incorrect address we will contact you and let you know. In this case, you will be charged the actual shipping charge (the charge from the shipping company) for a second attempt to ship to you. If you prefer to cancel your order at this time you will be refunded minus the actual shipping cost paid by us to the shipping company.  

Orders lost in the mail due to an incorrect address will not be replaced or refunded. 

Note that there may be potential delays due to a high volume of orders, or delays in shipping due to the postal service that are outside of our control.

Domestic Shipping Rates and Estimates

For calculated shipping rates: Shipping charges for your order will be calculated to your address and displayed at checkout. 

Free shipping:

Please note there is a maximum of $35 CAD for free shipping promos. If shipping costs total more than $35 CAD, you will be contacted for extra charges.

We also offer free shipping to USA and Canada on all toy purchases over $150. Use code FREESHIPPING to take advantage of this offer. There are no limits on the free shipping over $400 USD or $500 CAD - and no code is needed.  

Pick up options

You can skip the shipping fees with free local pickup in High River, Alberta. After placing your order and selecting local pickup at checkout, we will send you an email when your order is ready along with instructions. 

International Shipping

 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. AW & Collective is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 21 days of receiving your shipping confirmation email, please contact us at awandco.11@gmail.com with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

Please see our refund policy here 

In the event that your order arrives damaged in any way, please email us as soon as possible at awandco.11@gmail.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at — awandco.11@gmail.com