Hands of Grace, Participant's Guide

Shipping & Returns

We are committed to providing a seamless shopping experience from the moment you place your oder to the time it arrives at your doorstep. Below you'll find details on how we process and ship orders, available shipping options, and what to expect after placing an order. 

Shipping Policy

Order Processing Time

• In-stock items are typically processed within 1 - 2 business days (excluding weekends and holidays. 
• Drop shipped, made-to-order items have varying processing times. Please refer to the individual product description for specific details.
• Once you order has been processed, you will receive a shipping confirmation email with tracking information.
• During peak seasons or promotional periods, processing times may be slightly extended due to higher order volume.

Shipping Rates & Delivery Options 

Shipping options and costs are calculated at checkout based on your order total, shipping address, package weight, and selected delivery speed. 

Free Standard Shipping

• Free standard shipping is available on all orders above $100. 
• Standard shipping typically arrives within 5 - 7 business days after processing.

Shipping Options for Orders Under $100

For orders under $100, standard shipping is available at a calculated rate shown at checkout.

Expedited & Express Shipping

For Faster delivery, expedited shipping options may be available at checkout for an additional cost:

• Expedited Shipping: Estimated 2-3 business days after processing.
• Express Shipping: Estimated 1-2 business days after processing. 
• Please note: Expedited and express shipping options may not be available for certain drop shipped or made-to-order products. 

Delivery estimates are provided by the carrier and may vary due to location, weather conditions, or other unforeseen circumstances. 

Order Tracking

Once your order has been shipped, you will receive an email with a tracking number and link to track your package. If you do not receive this email within 3 days of placing your order, please check your spam folder or contact our customer service team at [email protected].

Multiple Shipments

If your order contains items that ship from different fulfillment locations, you may receive multiple shipments at no additional cost. Each shipment will have its own tracking information. 

Lost or Delayed Shipments

If your package is lost or significantly delayed or appears lost, please contact us as soon as possible. While we are not responsible for delays caused by the carrier, we will work with them to help locate your order and provide assistance where possible.

Shipping to Canada

Important Information About Customs Duties and Taxes

Orders shipped to Canada may be subject to import duties, taxes, and customs fees determined by the Canada Border Services Agency (CBSA). These fees are the customer's responsibility and are typically collected by the shipping carrier at the time of delivery.

What You Need to Know:

• Customs Fees: The CBSA may assess duties and taxes based on the declared value of your order, the type of products purchased, and their country of origin. Liturgical vestments, books, and other religious items may have different duty rates.
• GST/HST: Canadian Goods and Services Tax (GST) or Harmonized Sales Tax (HST) applies to most imported goods, even if no customs duty is charged.
• Payment: If duties and taxes apply, the shipping carrier will collect payment from you upon delivery before releasing your package. Some carriers may also charge a brokerage or handling fee for processing customs clearance.
• Customs Clearance Time: Please allow additional time for customs processing. Delays may occur during customs inspection, which is beyond our control.
• Pricing: The prices displayed on our website do not include Canadian duties, taxes, or customs fees. These charges are separate from your order total and shipping costs.

Learn More:

For detailed information about how duties and taxes are calculated, please visit the Canada Border Services Agency website. The CBSA provides resources to help you estimate potential fees based on your specific order.

If you have questions about duties or taxes for your Canadian order, please contact us at [email protected] before placing your order, and we'll be happy to provide guidance.

Returns & Exchange Policy

Return Window

Customer must contact us within 30 days of delivery if there is an issue with their order. Requests submitted after 30 days may not be eligible for return or exchange. 

Damaged / Defective Returns

If your item arrives in any of the following conditions, we will make it right at no cost to you. 

• Defective or damaged items
• Incorrect item received
• Damaged caused during shipping

For these returns:

• We will provide a prepaid return shipping label
• You may choose a replaced or a full refund
• Original and return shipping costs are fully covered by the Deacon Store. 

Customer Returns

If you wish to return an item for reasons such as:

• Changed your mind
• Ordered the wrong item
• Item does not fit
• No longer needed

We are happy to accept a return under the following conditions:

• Items must be unused, unworn, and in original condition
• Original tags and packaging must be intact
• Return request must be made within 30 days of delivery

For these returns:

• You will receive a refund for the product cost only 
• Original shipping charges are non-refundable
• Return shipping costs are the responsibility of the customer. We can provide you with a prepaid shipping label with the cost deducted from your refund.

Exchanges

If you wish to exchange an item for reasons such as:

• Ordered the wrong item
• Item does not fit

We are happy to exchange it for you under the following conditions:

• Items must be unused, unworn, unwashed and in its original condition
• Original tags and packaging must be intact
• Return request must be made within 30 days of delivery

For these exchanges:

• The replacement product will shipped out as soon as the original item has been received at no additional cost. 
• If you need the item sooner, you will need to order a new one and follow our returns policy for a credit.  

Size & Fit Guidance

Because sizing and fit can vary by product, we encourage customers to review product descriptions carefully and contact us prior to ordering if they have questions. Returns due to fit are considered customer return and follow the policy outline above.

Non-Returnable Items

The following items are not eligible for return or exchange under any circumstances:

• Made-to-order or customer made items
• Personalized products
• Final sale or clearance items
• Gift cards

How to Start a Return

To initiate a return for any reason, please login to our website, find the applicable order and follow the instructions for the return. If you have any trouble, contact us via chat, contact us form or email us at [email protected] 

Refund Processing

Once your return is received and inspected, approved refunds are processed within 5-7 business days to your original payment method. Depending on your bank, it may take additional time for funds to appear. 

Cancellations & Order Changes

If you need to cancel or modify your order, please contact us as soon as possible. Once an order has been processed or shipped, we are unable to make changes or cancel the order. In such cases, you may return the item following our standard return policy. 

Questions?

If you are ordering for a specific event or have special delivery requirements, we encourage you to contact us before placing your order.

Need help with a return or selecting the right product, please contact us, we're happy to help. 

Thank you for shopping with us. We appreciate your support and are dedicated to ensuring that your experience with us is nothing short of exceptional!