FAQ
Flat rate shipping charges to Canada or USA can be found at the top of the webpage. 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 cannot offer free shipping to PO Boxes.
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.
U.S. CUSTOMERS and International Shipping
🇺🇸 US. Customers — Important Shipping Update After August 29, 2025
We ship from Canada, and starting August 29, 2025, changes to U.S. customs rules mean that more U.S.-bound packages may be subject to taxes and brokerage fees, even on smaller orders. Most of our items qualify under CUSMA All of our wood trays, flisat inserts, fun fillers, painted items, dry erase, acrylic items all qualify. Some items that don’t are the 3D life cycle figurines.
🧾 What’s Changing?
The U.S. is ending the “de minimis” exemption for Canadian shipments. This means items that qualify under CUSMA will go duty / tariff free but:
- U.S. customs may now charge import taxes (like state sales tax or duty) on orders that previously entered fee-free.
- Shipping carriers (like UPS or FedEx) may also charge a small brokerage fee to process your order through customs. These fees vary and are set by the carrier, not by us. We unfortunately have no way of knowing beforehand.
- in some cases, FedEx lets us pay your brokerage fees, which we will always do if we can.
✅ What We’re Doing to Help
We provide the correct CUSMA documentation with every U.S. order. Many of our products should qualify for duty-free entry under this trade agreement because they are made in Canada.
- While this helps reduce or eliminate duties, it doesn’t remove carrier fees or U.S. state taxes, which are completely out of our control.
💡 What You Can Expect
- UPS and FedEx may charge fees upon delivery, especially if they handle customs clearance.
- You may see a small invoice at delivery or receive a customs bill from the shipping carrier.
Your order may be subject to import tariff/duties and/or taxes (including VAT), which are incurred once a shipment reaches your destination country. AW & Collective is not responsible for these fees. These charges are determined by your country upon entering and are not under the control of awandco. As of August 29th, the de minimis is no longer active in the USA per the executive order issued here.
Unfortunately with our turnaround plus shipping times, orders after July 31 are not guaranteed to arrive before this date. It is a customer’s responsibility to keep up to date with these policies and changes in your governments and country. As a Canadian, we cannot promise to be up to date on policies in other countries.
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 with your name and order number, and we will look into it for you.
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. All orders have a turnaround as stated above 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.
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.
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 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.
What is your turnaround time?
Such a great question!!! Currently we have a 15-18 business day turnaround. Business days do not include holidays and weekends. 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 two kiddos at home too, so we have to balance family and work. Our Garden signs can take up to 5-6 weeks. Felt items are ready to ship. There is also a “quick shipping” collection which has a 2-5 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.