FAQs
We want you to have the simplest, easiest buying experience possible. But we know you might have a few questions. Read on for details about purchasing, shipping, checking order status, returns, and more.
IMPORTANT NOTICE
We’re seeing longer transit times—especially into the United States—as new tariffs and customs rules increase formal clearance steps for packages. Our processing remains 5-10 business days for most in-stock orders; delivery estimates are subject to change once in carrier and customs hands.
Shipping & Pickup
When will I get my order?
All of our products are handcrafted in Toronto with care and attention to detail. Most orders ship within 5–10 business days. Once your order has shipped, you’ll receive a confirmation email with tracking information.
Do you ship to the United States?
Orders shipped within Canada are charged applicable sales taxes based on the ship-to province/territory (GST/HSTand, where applicable, PST/QST). Rates are calculated at checkout.
For in-store pickup in Toronto, Ontario HST applies.
(For U.S. & international orders, we don’t collect sales tax at checkout; duties/taxes may be due on import.)
We don’t ship to PO Boxes or APO/FPO
Unclaimed, Stolen & Returned Packages
- Unclaimed/incorrect address/refused deliveries
If a shipment returns to us because it was unclaimed, refused, or addressed incorrectly, the return and re-ship feesare the customer’s responsibility. - Marked “Delivered” but missing
Once a carrier marks a package Delivered, risk of loss passes to the recipient. Please check with neighbours/building staff and file a claim with the carrier. We’re happy to provide documentation, but we do not reimburse or re-ship stolen packages. - Tracking
A tracking number is emailed when your order ships. Please monitor tracking to ensure timely receipt.
Free In-Store Pickup (Toronto)
- Availability
Free local pickup is available for eligible items at our Toronto location. - Timing
We’ll email when your order is ready. Please pick up within 7 days of notification (storage fees may apply after that). - ID
Please bring your order confirmation and a photo ID.
Duties & taxes (international orders)
Import duties, VAT, and brokerage fees (if any) arethe recipient’s responsibilityand are not included in our shipping rates.
Placing Orders
FINAL SALE ITEMS (NO RETURNS OR EXCHANGES)
All of our products, unless otherwise stated, are handcrafted to order in Toronto with care and attention to detail. All sales are final. Once an order is placed, we cannot make any changes or issue refunds.
Order cancellations
We do our best to keep our customers informed with the latest information regarding products on order. Please note that due to shipping and supply chain volatility, ship times are estimates and are subject to change.
All online orders that have not yet started production are subject to a 25% cancellation fee. Once production has started, it cannot be cancelled. Please email hello@plinthsupply.com to request an order cancellation.
What is the option to pay in installments on Shop Pay?
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into four equal, biweekly installment payments with 0% APR, or monthly installments with no hidden or late fees*.
** **Canada**: Rates from 0-31.99% APR (subject to provincial regulatory limitations). Payment options through Affirm Canada Holdings Ltd. (“Affirm”) are subject to an eligibility check and depend on purchase amount, vary by merchant, and may not be available in all provinces/territories. A down payment (or a payment due today) may be required. See affirm.ca/helpcenter for more information.
Do you offer custom sizes?
Yes, we’re happy to accommodate custom sizing. Reach out to us with your dimensions and we’ll provide a quote.
Can I order plinths in other colors?
Yes! While our standard finish is matte white, we can offer custom colors and finishes upon request. Send us a message to discuss options.
How much weight can the plinths support?
Our plinths are robust and designed for static, aesthetic display purposes—perfect for showcasing artwork, decor, or products. We don’t recommend placing heavy machinery or functional equipment on them.
Where are your products made?
All of our plinths are handcrafted in Toronto, Canada with care and attention to detail.
Damages & Claims
On Delivery
Please inspect your order upon arrival. If there is visible exterior damage (crushed box, broken crate, moisture, etc.), note the damage in writing on the carrier’s delivery receipt before signing.
Claim window
Please email hello@plinthsupply.com with photos of the product and all packaging (inner and outer) within 24 hours of delivery. Claims cannot be accepted after this window.
Do not refuse shipments
Refusals delay claims and may result in additional fees. Accept the delivery, note visible damage with the driver, and contact us.
Keep all packaging
Retain all packaging until your claim is fully resolved. We cannot cover re-packaging fees if original materials are discarded.
Important Notice
Please note natural materials including wood may have variations and so small imperfections are not necessarily considered defects.
RETURN PROCESS (WHAT TO EXPECT)
- Request authorization: Email hello@plinthsupply.com within 14 days of receipt with your order number and reason for return. We’ll approve/deny within 3–5 business days.
- Ship the item: Use original packaging when possible and insure the shipment.
- Inspection: Once received, we’ll inspect your item to verify damage. Typical processing time is 4–6 weeks, depending on location and carrier timelines.
- Refund Issued: If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Where are your products made?
All of our plinths are handcrafted in Toronto, Canada with care and attention to detail.
Refund Policy
Need Something Custom?
Need more plinths, custom heights, shapes, or a last-minute rescue?
