We have Route Shipping Insurance to protect if the unfortunate event that your shipment is lost, damaged and stolen. Here is a summary of Route shipping protection coverage, and you can read the full policies here
The issue must be filed with photos of the damaged package and item, no later than 15 days from when the order was marked delivered.
If you have purchased Route Protection with your order and are having any issues with your shipment. Please click this link to file a claim with Route
Lost - stuck in transit
Canada: The issue must be filed between 7 and 30 days from the last shipping update.
United States: The issue must be filed between 20 and 30 days from the last shipping update.
Stolen - marked as delivered
The issue must be filed between 5 and 15 days from when the order was marked delivered. Stolen orders over $100 USD require a police report.
Please note that if you do not add Route to your order, Hudson and Oak is not liable for damage, lost or stolen packages.
Returns and Exchanges
Due to the handmade nature of our products, we do not accept refunds, returns, exchanges or price adjustments.
For planters, from the time that you place your order we take up to 10 - 14 business days to select your planter, paint and allow time to dry. Our average processing time is 1-2 weeks. You will receive an email with your tracking number once it is shipped out. As for dishware, our processing time is 2 - 5 business days.
If you are in a rush for your items, please contact our customer care team and we can provide a quote for rush shipping. All orders ship from our Canadian warehouse, that must pass through borders and this may cause delays for US orders. We are not responsible for last, stolen, or packages shipped to the wrong address. At checkout, please be sure to use the correct shipping address.