FAQs
Is there warranty on Siding Tips products?
Yes! Our priority is to have every customer satisfied. We recognize that items go through significant wear and tear in the field. We also recognize that accidents happen. If for any reason your product breaks within one year of purchase date, we will replace it. If there are any manufacturing defects, please notify us within 7 days of receiving the product in order to claim warranty.
To apply for warranty: Email sidingtips@gmail.com with a description of circumstances around the item’s failure and include photos of the item. We are proud to say that we have had less than a 1 in 800 warranty claim rate of all of our products sold to date.
Customer is responsible for shipping charges on all warranty claims..
*Due to the nature of the products, No Mar Tips and Soft Blow Hammer Covers are exempt from warranty claims.
Why is my payment method being declined?
If you are using a credit card issued in a different country than Canada, you may experience a decline due to the card issuer wanting to prevent fraud. The quickest way to resolve this is for you to contact your issuing bank to authorize the charge. Alternatively, you can switch your payment method to PayPal. If you don’t have a PayPal, account you may check out with PayPal as a guest (you don’t have to sign up for anything). It will then prompt you for payment with the method of your choice. After paying, you’ll be redirected back to our website to complete the order. Click “order” and you’ll receive a confirmation email. Thanks for your patience and support!
Will I receive a tracking number for my order?
US & Canadian customers will receive tracking information via email as soon as the order is packaged. The order will be shipped within 2 business days. (Please check your “junk mail” if you don’t receive your tracking info as the tracking numbers are sent out from an automated system). Note: No Mar Tips ordered by themselves will have no tracking to keep the shipping cost low.
How long will my order take?
We do everything on our end to package and ship orders out in a timely manner; however, shipping carriers will not guarantee delivery times due to customs.. Typically, regular tracked packages arrive within the 5-14 business day period from when it ships out.. Please only contact us if you have not received your package after that shipping time frame has passed. If your order is shipping outside of Canada and the US, please allow up to 6 weeks for delivery.
All orders are shipped out within 2 business days, and the majority of the orders do arrive within the expected time frame. But keep in mind that the shipping carrier will not guarantee shipping times.
Tracking notification says “delivered” but I don’t have my package…
If the tracking of your order is marked “delivered” but you have not received it, please let us know within 2 days of delivery. We will work with you to determine if a shipping error occurred. Some circumstances, like mailbox theft, are outside of our control. We have had instances where family members brought the package into the home, but failed to notify our customer. For Xpresspost orders, you will have to sign to receive the package.
What happens if my package is lost or late?
The most common reason packages are late or lost is due to incorrect addresses typed in by the customer. Please ensure that the shipping address is correct when you type it in on our website as our shipping system automatically uses that exact address. If it is determined that the shipping address has been entered incorrectly by the customer, they will be responsible for the additional shipping charges to re-send the order if it gets returned to us. Some shipping services will not return the package to us, but abandon the package - in this case there is nothing we can do for you since it is the customer’s error. If a package is lost or late for other reasons, the postal service will open an investigation that typically takes 10 business days to complete: If the package is determined lost, a new package will be sent out at our cost (this is a rare occurrence), if it is late, there will be no refunds on shipping due to the carrier’s shipping policy. Customers must contact us within 6 weeks of the order date to for the postal service to be able to process insurance for lost packages.
Can I cancel an order?
Due to fees from external payment service providers, orders that have not been processed and shipped can be cancelled but payment service fees will be deducted from the refund. Small orders will incur a minimum $5 fee. Larger orders, will incur a fee of typically 3-4% of the order. If the order has been processed and shipped the return policy will take effect.
Can items be returned?
Items can only be returned if the product is unused and in new condition within 30 days of the order date. Customers are responsible for return shipping (with tracking). Once the items are received, the refund will be processed less shipping and payment processing fees.
What if my package gets returned?
Sometimes packages will get returned to us due to insufficient or incomplete address, or unclaimed packages. In this case the customer will have to pay for shipping again due to the customer address input error, or for not claiming the package. Xpresspost packages must be signed for, if the customer isn’t home during the delivery, it must be picked up at the local post office and signed for. If the package isn’t picked up, the package is considered unclaimed/abandoned. Keep in mind that we eat the cost of return shipping as we get billed for return shipping. If the customer doesn’t want it shipped out again, a refund will be given of the original order amount, less the original shipping costs. Some shipping services will not return the package to us, but abandon the package - in this case there is nothing we can do for you since it was an address error or a refusal of package.
Why didn’t I receive a response to my email?
We respond to all emails within 24-48 hours. Please ensure the email entered in the contact form is correct, and check your “junk mail” folder as replies from us may be redirected there automatically from your email filters.