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To save you time and get you the answers you want quickly, please check the FAQs before you email us. If your question is not listed here or if you need more information, please contact us at sales@shopmillerlake.com.
Q: What methods of payment do you accept?
A: We prefer PayPal. Per eBay's policy, sellers cannot advertise in their listing form or in a listing that they accept money orders or cheques. However, sellers are allowed to accept these methods of payment if they wish, provided the buyer has requested it. Therefore, we will accept money orders and personal cheques in US or Canadian funds. Please ensure that your money order/personal cheque is cashable in Canada. You may use the current eBay exchange rate if you wish to pay in Canadian funds. New customers may have to wait 5 - 10 business days for clearance before your order is shipped.
Q: When will my order be shipped?
A: Orders are generally shipped within 24 or up to 48 hours of receiving payment during business days. eBay will send out a notification once we mark your order as shipped. You can check our shipping page to view standard delivery timelines for the service we used to ship your order.
Q: Do you combine shipping?
A: Yes - see individual auction or email us for rates. In order to receive a shipping discount, please wait for our combined invoice before you pay. Items up to 500 grams and 2 cm thick can be shipped lettermail/letterpost. Otherwise we ship via Small Packets or Expedited Parcel post. If you need it in a hurry, we can usually accommodate you (a higher rate will apply).
Because we sell products in a variety of dimensions and weights, the eBay shipping module cannot automatically calculate rates when the service changes for the same item. For example, if an item that is normally shipped via Letter Post is purchased in a quantity of 10, the item would be have to be shipped parcel rate. Subsequently, if the item was purchased in a quantity of 3, it could still be Letter Post but at a different rate. Canada Post shipping does not work the same way as USPS shipping. We try to keep the shipping cost as low as possible.
Therefore, it is best if you wait for our combined invoice.
Q: What carrier and method of delivery do you use for shipping?
A: We generally use Canada Post. We ship per the listing you bid on, or in the case of combined orders, we sometimes upgrade the service if the weight or dimensions exceed the original service requirements (however, the combined shipping rate is generally significantly lower than the individual rate multiplied by the amount of items). We use FEDEX when requested, however, a higher fee will apply.
Q: When can I expect my order to arrive?
A: Depends on method of delivery and where you live. Canadian Residents: Canada Post Lettermail - generally 2 - 8 business days. Expedited Parcel - generally 2 - 7 business days. US Residents: Canada Post Letterpost/Light Packets/Small Packets - generally 6 - 12 business days. Expedited Parcel - generally 4 - 10 business days. Please note that areas outside major cities could take longer. Faster delivery is available - please email for rates.
Q: What if I don't receive my order within the timeline you gave me?
A: Please check your order status or email from eBay which will indicate when your order was shipped. Shipping dates refer to business days (no weekends and holidays). If you are concerned, please email us. We will respond right away.
Q: What if my package is lost in the mail?
A: If your package is very late, please contact us. We will respond right away and put a trace on your package as soon as our carrier allows us to. If your item is insured and cannot be traced, we will issue a full refund. You will be contacted by our carrier (by email) to confirm with you that you did not receive the item.
Q: What if my package is not insured?
A: Contact us. In rare instances, items do get lost. We deal with these cases on an individual basis.
Q: Do you ship to an international address?
A: Yes - items which are small enough to be sent via Letter Post. We do not ship parcels (items thicker than 2 cm or heavier than 500 grams) to destinations outside Canada and the US through our eBay store. This is because shipping parcels from Canada to desintations outside North America is very expensive and ground shipping is very slow. This would affect our detailed seller ratings and lower the discount that eBay gives us. Subsequently, this would affect our prices. Our international customers deal with us directly through our website at shopmillerlake.com. We try to keep our prices very competitive while maintaining a standard of excellence.
Q: How well is my item going to be packed?
A: All items are professionally packed with high quality shipping supplies. We take into consideration what can happen in the mail.
Q:You charge GST or HST - why does my invoice state "sales tax" instead of GST or HST?
A: Canadian Residents only: eBay only allows one option for taxes and it is called "Sales Tax". We charge 5% GST for all GST registered provinces and HST for HST registered provinces. Your "sales tax" charge is actually "GST" or "HST". For rates please see our policies box near the bottom of every listing or under Terms and Conditions in our "me" page.
Q:My Winning Bid email states "seller does not charge sales tax". Why are you charging me for tax?
A: Canadian Residents only: Every auction we list states that all Canadians must pay GST or HST. Sometimes there is a glitch which is out of our control - this is why we list it clearly in every auction.
Q: The GST or HST is not showing up properly on my invoice. What should I do?
A: Canadian Residents only: You can either adjust it yourself in the adjustments box or wait for us to send you an invoice.
Q: My invoice does not show a multiple item shipping discount. What should I do?
A: Because we sell a variety of items with various weights and costs, in some cases it is difficult to set up the automatic multiple auction shipping discount. Therefore, if you are buying multiple items from the same listing and the combined rate is stated in the listing, you can either adjust it yourself in the adjustments box or wait for us to send you an invoice. Don't forget, all multiple shipping discount items must be paid for on the same invoice. Therefore, please wait for our combined invoice before you pay.
Q: I receive invoices after each purchase. I want to purchase more items. Should I pay for these invoices or wait for a combined invoice?
A: If you wish to purchase multiple items, please do not pay until you are finished shopping and we combine your invoice. Sometimes we can combine many different items and give you a very good shipping discount. Depending on weight, we can ship the items together or in two separate packages. If you wish to know how much the shipping charge on a combined order will be before you bid or buy, please feel free to email us and ask.
Q: Where do I find more details on your policies?
A: In our about "me" page under Terms and Conditions.
For more information about us, please check our page.
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