FAQ's

How can I contact you?

  • The BEST way to contact me is at hello@mapleandrose.ca - but I also have Facebook and Instagram

I'm Local to St. Albert, can I pick up?

  • Yes, you can!! Just select Local Pick Up during check out! At the top of the shipping page tab over to Local Pick Up.

  • Once your order is ready for pick up I will email you pick up details, please check your junk mail if you have not received an email within the stated production time. 

I want to cancel my order. How can I do that?

  • If your order has not been started I will gladly refund your order but please message me ASAP to let me know.  There are no refunds on custom or personalized items, so please notify me as soon as possible. Custom orders can be cancelled if I have not started production.

How fast can I get my order?

  • Lead time varies depending on the season. Please check the banner on the home page for current production time. Shipping times also vary as I cannot guarantee arrival dates. All orders are filled in the order they are received. 
  • A $25 rush fee may be purchased to move you to the top of the order list.

Can my tags/buttons go in the washing machine?

  • Wood cannot be soaked. Items with wood tags/buttons should be hand washed only and not left to soak in water. 
  • Cork can be cleaned by hand with a mild soap and some water.
  • Suede, leather and acrylic are all machine washable. 

How is my order shipped?

  • Canadians: There are 2 flat rate shipping options. If it is able to fit into the 'slot of doom' then it will ship as lettermail ($3.75) - Lettermail IS NOT TRACKED. Therefor I am unable to locate lost or stolen mail and cannot estimate an arrival date. 
  • All other orders are shipped via Chit Chats. This service does include full tracking, but cannot ship to PO BOXES.
  • You may upgrade your shipping to Canada Post Tracking, Purolator or UPS.
  • Rest of the World: All other orders are shipped via Chit Chats Tracked. It is a third party shipping service that offers full tracking for less than other courier costs. 

Can I combine wood type and/or acrylic colours when ordering one set?

  • One colour per set. 

How long does it take once shipped?

  • Lettermail is 3-14 business days.
  • Chit Chats is 3-8 business days. Their main distribution centre is in Calgary. So all orders will make a pit stop in YYC before heading to the final destination. Something to keep in mind when ordering from within Alberta.