Frequently Asked Questions

We've gathered the answers to many of your online shopping questions right here. If you have other questions, feel free to contact us
Our customer service team has the answers to everything!

Returns and Refunds

Shipping

Billing

Account

Products

Personalized Services

Promotional Codes

Vendor Community

Contact Us

Privacy Policy & Terms of Service

Returns and Refunds

How do I return items I purchased online?
To start a return, you can send a request to us at info@stonewaters.com. Items sent back to us without first requesting a return will not be accepted.

Please note: If there was a shipping charge associated with your order, this charge will not be refunded upon return, unless otherwise stated.
How do I ship the items I want to return?
Simply can post the product back to us.

The return process must be initiated within 15 days after the reception of the online order, based on the web order tracking information.

  • Place the items you are returning, along with your receipt and/or a printed copy of your order confirmation, in a securely sealed shipping container.

  • Make sure any old labels on your package are removed or obscured and affix your shipping label. 

  • Address your package to:
    STONEWATERS
    638 Main Street, T1W 2B5
    Canmore, AB, CANADA
Please note: Return postage cost is the responsibility of the customer, and the product must arrive in an unused condition.
How do I exchange items online?
Exchanges can not be processed for online orders. We recommend returning your original order for a refund and placing a new order for the desired product.
How long do I have to request a return for items purchased online?
Products bought online can be returned to us via post or in store within 15 days of receipt of the item (the date shown as delivered on tracking) and in an unused condition.
Will I receive a receipt or email confirming my refund?
After you request a return, you will receive a return request email telling you how to return the items that aren't right for you. Once we have received your returned merchandise, we will send you a confirmation email together with a return receipt. Your refund will then be issued automatically.
Can all items be returned?
No. Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gasses.

Please get in touch if you have questions or concerns about your specific item.

ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE
What do I do if a product arrives damaged?
Please contact us at info@stonewaters.com with your name, last name, order number and picture of the damaged items, and we will contact you as soon as possible.
How do I return items I bought in-store?
Please visit us in store, and bring your receipt, unused products purchased in store are eligible for:
  1. a) within 7 days of purchase, a full refund.

  2. b) within 14 days, in-store credit. 
Any promotional discounts applied to your original purchase will not be applied to your exchanged item(s) unless that promotion is still active at the time of processing.

All items will be subject to review upon return. 

Note: Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 

Please get in touch if you have questions or concerns about your specific item. 

ALL SALE ITEMS AND GIFT CARDS ARE FINAL SALE

Shipping

What are the shipping rates?
  • Free Shipping: Canada & US only when spending over $100 before shipping and GST online. (excludes furniture and select products - excluded products will have this detailed in their description).

  • Standard $15.00: Canada & US only when spending under $100 before shipping and GST online. (excludes furniture and select products - excluded products will have this detailed in their description).

  • Local pickup: Free for collection from our Canmore store (usually ready within 24 hours).

  • Furniture: An individual quote will be provided for all furniture deliveries. Please contact designstudio@stonewaters.com for further details. 

  • International shipping: We do offer international shipping. The shipping rate will calculate and apply automatically at checkout. Note that we are not responsible for duty & export charges. (excludes furniture and select products - excluded products will have this detailed in their description).
What is your processing time?
All orders will be processed within 3 to 4 working days.

Please note that it may take longer during the busy sales season: Black Friday, Cyber Monday, Boxing Day and Seasonal Sales. Thank you for your understanding.
When will my order be delivered?
As soon as your order ships, you will receive an email containing a direct link to the carrier’s website, which will allow you to track your package.

Orders sent within Canada can expect to be received within 4 to 7 business days.
I need my order faster. Do you offer express shipping?
We are currently unable to offer express shipping. You should expect to receive your order in 4 to 7 business days within Canada.
Can I have my order shipped to a different address than my home address?
Yes. You may have your orders shipped to any valid address you choose. First, enter the shipping address in the Shipping and Payment section and then later on in the checkout process you can indicate your billing address.
Can I be refunded for shipping fees?
No. Shipping fees are non-refundable. The same is true for shipping surcharges applied to certain items based on their size, weight, and destination. Even if you return your order.
What about shipping furniture?
All of our furniture items ship in an oversized box that incurs special handling fees, and it is not included in any free shipping promotions. Special handling fees are not calculated at the checkout, so you will receive a separate invoice for any additional costs once your order is placed. 

Please contact designstudio@stonewaters.com with your Postal/ZIP code if you would like us to calculate the costs ahead of time for you.

Extra charges do not apply to store pickup.

Billing

Which payment methods are accepted online?
We accept the following payment methods:
  • Apple Pay 
  • Credit Card (American Express, Discover,
  • Mastercard & Visa) 
  • Google Pay 
  • Paypal 
  • Shop Pay 
  • Stonewaters e-gift card
How can I change or cancel an existing order?
To change or cancel an order, you must contact us before you receive email confirmation that your order has shipped. If you have already received a shipping confirmation, we unfortunately are no longer able to edit or cancel your order, you may return the merchandise to us for a refund as soon as you receive it. 

To contact us: email info@stonewaters.com or call us 1-403- 609-4477.

Account

Do I have to create an account before making an online purchase?
You are not in any way required to create an account before making a purchase online. But there are benefits to having one, see below to learn more.
What are the benefits of having an account?
Creating an account on the Stonewaters website acts as a shortcut. Your profile and information are safely stored so you don't have to re-enter your information for future transactions. What's more, when you hold a Stonwaters Web account, your preferences, address book, and order status information are all saved under the Account section.

When you shop as a guest, you will need to fill out the order form for each transaction and re-select your preferences each time you visit.
Do I have to purchase items added to my shopping bag?
No. You are in no way obligated to purchase items added to your bag while browsing our website.
How can I remove items from my shopping bag?
It's very easy to remove selected items from your shopping bag. Simply select the "My Bag" tab and select ‘Remove’ next to the product you wish to remove.
Can I leave the Stonewaters website if I have unpurchased items in my shopping bag?
You can leave the Stonewaters website at any time you like, even if you have added items to your bag that you have not yet purchased.

Products

Are all products available in store also available at stonewaters.com?
Unfortunately, no. Our online selection is limited. VIsit us in the store to find more items!
I saw something online that I can no longer find. What happened?
As we sell items in-store and online, stock level changes. It's possible that the item has been removed from the site due to stock updates or a change in season. Please feel free to reach out to see if we will be restocking it!
Can I purchase an item online that is not shown or no longer shown on stonewaters.com?
As we carry different products from different vendors, we might be able to special order items for you. For special requests or specific questions about our products, please send us an email at info@stonewaters.com with a brief description of the item you’re looking for and we will do our best to help.

Personalized Services

Can I have my purchases wrapped in a gift box?
Yes. We will wrap your items in tissue paper and a gift bag upon request, at no additional cost. Simply leave a comment while placing your order, and let us know your special request.
Do you offer in-store pickup?
Yes. Simply select that shipping method at checkout.
Can I purchase a Stonewaters e-gift card online?
Yes. You can easily purchase a Stonewaters e-gift card online. Available to use at stonewaters.com only (not available for in-store purchases). Please note that gift cards cannot be returned or refunded, but they do not expire! Find more information about our e-gift card here.
Can you send me more information on what is new, trendy and more?
By signing up for the Stonewaters newsletter, you can be sure to receive all of the information we publish. Simply enter your email address in the appropriate field located at the bottom of your screen.

Promotional Codes

Can I use a promo code in store like I can online?
No. Promotional codes can only be applied to purchases made online.
Do I get a promo code if I subscribe to your newslettter?
Yes! You will receive an email with your 10% coupon code. 

The coupon is only applicable on your first online order and on full-price items. It cannot be combined with any other ongoing promotions and is limited to a single use.

If you don't see your coupon in your mailbox after your subscription, please look at your junk or spam mailboxes, and mark us as a safe sender!
Can I apply a promo code to more than one order?
It depends. Certain codes are generated to be used one time on a single order. Other codes can be used more than once.
Can I use multiple promo codes in the same order?
No, multiple promotional codes cannot be used for the same order and offers cannot be combined with other offers.
Do promo codes have an expiry date?
Yes, promotional codes are only valid during a specific period of time. Certain codes have a fixed expiry date, while others are valid for a certain number of days after you've received the offer.
Can I apply a code to a purchase I've already made?
No, promotional codes can only be applied to your next online order, we are unable to refund any missed promos once your order has been placed.
How is the promo code applied to my bill?
For codes that offer a discount, the reduction is prorated and applied to each item according to its price. 
For codes that offer free shipping, the cost of standard shipping is not added to your total.

Vendor Community

How do I join the Stonewaters Vendor Community?
Excited about joining the Stonewaters family as a vendor? Complete the form below, showcasing your website, Instagram, and a brief overview of your business and products. Don't forget to attach captivating product pictures! We'll speedily reach out to you. 

Thanks for considering us!

File size max is 10MB. Accept JPG, JPEG, PNG, GIF, MP4, DOC, DOCX, XLS, XLSX, PDF, ZIP.

Find more information on our Contact Us page!

Visit us

Stonewaters
38 Main Street, T1W 2B5
Canmore, Alberta

Store hours:
Sunday - Thursday 10 to 7
Friday - Saturday 10 to 9

Call us

Email us

Privacy Policy & Terms of Service

What is your Privacy Policy?
Please visit our Privacy Policy page for more information
What are your Terms of Service?
Please visit our Terms of Service page for more information.