Shipping and Return Policy
Shipping and Return Policy
Pendulums Plus stands behind the products we sell.
We have sold our products to thousands of satisfied customers worldwide, and we want you to be one of those happy and satisfied customers. We take pride in our customer service and we sell premium quality products at fair prices.
We strive to keep shipping costs to a minimum. We charge orders for a total weight of up to 500 grams flat rate shipping:
Canada: $ Rates vary by province
USA $10.99
International $ Rates vary by country (Generally $15.99 (We ship worldwide)
Shipping costs may rise when they increase at the post office.
Shipments heavier than 500 grams may be subject to a further shipping fee depending on the amount and country. But generally I’ll pay the extra cost of the order depending on the dollar amount of the order.
We ship all orders within 24–72 hours by Small Packet Air by Canada Post.
TRACKING: Canada Post charges extra for tracking. We’ve found it an extra cost added onto the base shipping fee.
In our experience, when an order is lost, tracking hasn’t been over helpful in FINDING the lost item. That’s why we insure items instead. That way we’re covered if an item is lost or damaged in transit.
That being said, only 1 -2% of orders go astray. This means 98–99% of packages in the system make it to their destinations without misadventure.
Customers are responsible for providing accurate and correct shipping information.
If the item goes missing due to incorrect or an inaccurate shipping address the customer will have to reorder the item and pay the shipping fees anew.
We can make alternate shipping arrangements at your cost (minus the mandatory original shipping charge made to complete the order.)
Normal delivery time in Canada and to the USA is 7–10 business days, sometimes sooner, sometimes longer.
Shipments to International destinations are anywhere from 2 to 6 weeks depending on the destination.
Due to COVID-19 and other events outside our control, delivery times may take longer than usual. Please be patient.
Pendulums Plus reserves the right to cancel any order or decline shipment to any country at its own discretion.
Any order cancelled by Pendulums Plus will be given a full refund.
International Shipments
Pendulums Plus claims no liability for orders once they leave Canada. We make all efforts to ensure the safe packing of the items at a reasonable cost. Different countries have different postal systems culturally. All International returns are at the discretion of Pendulums Plus.
We insure orders to international destinations at our expense. However, there are several countries we cannot get insurance. Here, the customer agrees to assume full liability if the order for whatever reason does not arrive or is damaged. If you, the customer, do not agree to this your order will automatically be cancelled and a full refund made BEFORE the item(s) are shipped.
In addition, we cannot get insurance to cover shipments to any location that would be in violation of any U.S. economic or trade sanctions, including OFAC Restricted Countries.
This is not to say without insurance coverage you will not receive your order. However, our inability to get insurance coverage to your country is an indicator delivery is not consistent and insurance companies will not take the risk.
If you feel you’re unsure, your order will not make it to your shipping address, we can look at a more secure delivery option or we can cancel the order. IF the order is cancelled before shipping a full refund will be returned.
Countries we cannot get insurance for are: Brazil, Mexico, Lebanon, Saudi Arabia, U.A.E.
This means if the order arrives damaged or goes missing the item(s) will not be refunded or resent.
We keep a copy of Postal Receipts, and proof of shipment is available upon request.
Orders By Cheque
You can order products by mail order by selecting the Adding Your Products to Cart, and following the Shopping Cart steps to Step 3. On Step 3, select PAY BY CHEQUE. This will automatically fill in a Mail Order Form, which you can print and mail together with a cheque.
Products are shipped once the cheque clears. Cheques may take up to 3 weeks to clear.
Send your order form to and payable to:
AVATAR MARKETING
74511–2768 West Broadway, Vancouver, B.C. V6K 2G4.
Payments are in US dollars. We will return payments made in Canadian dollars.
Return Policy
We will gladly accept a return on a product within 30 days. To expedite the process, we ask that you follow the steps below.
If an order is returned without a Return Authorization Number (RAN) Pendulums Plus (Avatar Marketing) is under no obligation to accept the return.
Pendulums Plus will provide return instructions if approved.
The customer assumes the cost of returning the item. No returns are accepted if sent COD. If duties are added Pendulums Plus will refuse acceptance of the order.
All returns are subject to a 20% restocking fee.
You have 30 days to contact Pendulums Plus (Avatar Marketing) of your desire to return the product, including your reasons for doing so.
We will then offer to resolve the issue in one of following ways:
1) Issue a store credit for 100% of the purchase price, or
2) Replace the merchandise, or
3) Credit the purchase price to your original credit card or PayPal account.
Shipping and handling charges are not refundable.
All returned merchandise requires a Return Authorization number from Avatar Marketing and must be returned prepaid in the original packaging in resalable condition.
The Return Authorization number must be clearly displayed on the returning package. To receive the required Return Authorization number, please email us.
If your purchase arrives with shipping damage, please see “Damaged Shipments” below.
Avatar Marketing is not responsible for shipping charges on returns.
Additionally, we strongly suggest that you follow-up with our customer service department 2-3 weeks after approved returns are shipped to ensure that we received your package.
All returns are subject to a 20% restocking fee. If the product is returned damaged or at less than what is reasonably accepted “like new”, Avatar Marketing will consider the return policy voided and the item will be disposed of or offered to be returned at your expense.
Refunds will be issued to your originally used method of payment minus the shipping and restocking fee if applicable. Please allow two billing cycles for the credit to appear on your statement.
Damaged Shipments
Receiving damaged product is disappointing and a nuisance. We do our best to pack all products so they will arrive safely and undamaged. Occasionally, a package may arrive damaged.
If you receive damaged product, please follow these steps:
1. Contact us immediately by email and list the damage.
2. Take pictures of the damage and include it with your email.
3. Once we confirm that the product was damaged because of delivery service, we will send out a replacement product at no charge.
Please keep the damaged product until we get confirmation from Canada Post that they need not see the item. In most cases, if the product is irreparable, it may be thrown away.
We inspect all items before we ship them. Sometimes, however, there may be fault or defect in the item that was not caused by transport and delivery.
We will gladly send you out a replacement item at no charge.
All exchanges must occur within 30 days of original receipt.
Pendulums Plus (Avatar Marketing) is not responsible for any shipping charges incurred if the error is not ours, and a 20% restocking fee will /may apply.
