Online Shop Customer FAQ!
Items ordered from the online store ship directly from vendors’ studios.
All items will be shipped within five days of the order being placed, unless otherwise noted.
Once your item has shipped, you will receive a shipping notification sent to the email address you provided at checkout.
Questions? Email Royal Bison Customer Service at email@example.com with your order number and we’ll help you out!
When will the online Royal Bison be open and I can browse and purchase products?
A: The Holiday 2021 online sale starts Friday, November 26 at 5pm MST and runs all day, every day, until 5pm MST on Sunday, December 12.
Please note: The dates and hours for our in-person fairs are different! You can find us in person at the Old Strathcona Performing Arts Centre in Edmonton, AB on December 3-5 and December 10-12, 2021. Our in-person hours for both weekends are Friday from 5pm-9pm, Saturday from 10am-5pm, and Sunday from 10am-4pm. All times are MST.
Is there a shipping fee?
A: Nope! Shipping is free to any address in Canada. How can that be, you ask? Shipping is included in the item price, so there is no added shipping at checkout.
I entered the wrong shipping address on my order! Help!
A: It happens! Please email Royal Bison Customer Service at firstname.lastname@example.org as soon as possible with your order number and correct shipping address and we'll help get it sorted out.
How long until I receive the items in my order?
A: All items will be shipped directly from vendors’ studios within five days of your order being placed. Once your item has shipped, you will receive a shipping notification sent to the email address you provided at checkout. Please allow up to 10 business days after receiving a shipping notification to receive your items.
Each vendor ships their own items; if you order from multiple vendors, you will receive a separate shipping notification and package from each vendor.
Please note that commissions and made-to-order goods may take longer to arrive. These types of items will be clearly labeled in the product title, and will include estimated shipping times in the associated item description.
If you have not received a shipping notification six days after ordering an item and you would like us to check on the status of your order, please email Royal Bison Customer Service with your order number at email@example.com.
How will items be shipped? Is there tracking?
A: Vendors have a few options for how to get your order to you! A vendor may ship your order to you via Canada Post or a courier service. They may also offer to deliver the item to your door personally (a “door drop”) or give you the option to pick the order up from their studio (a “studio pickup”). If door drops or studio pickups are being offered, that vendor will contact you directly via email within a few days of receiving your order with more information.
Vendors may or may not offer tracking on packages shipped via Canada Post or courier. If you require tracking, consider contacting a vendor (via Instagram DM or through their website) prior to placing an order to discuss your options with them directly.
Can items from my order be returned and/or exchanged?
A: Much like with in-person markets, returns and/or exchanges of online purchases are generally not possible. However, if something was shipped incorrectly or arrived damaged, if you accidentally bought the same thing twice, and so on, we’ll try to make it right! Email Royal Bison Customer Service with your order number at firstname.lastname@example.org to see what can be done.
My item arrived damaged/broken, what do I do?
A: Email Royal Bison Customer Service at email@example.com with your order number and photos of the damaged item and we will work with the vendor to make it right!
Where do you ship to? Can I send an order to the USA or internationally?
Shipping is available only to Canadian shipping addresses.
Are you offering gift cards, and can I redeem a gift card that was purchased during previous fair seasons?
A: We’re not currently offering gift cards. Previously-purchased gift cards can, however, be redeemed at any online sale now or in the future. These gift cards do not expire.
I’m a retailer! Can I place a wholesale order for my shop via the online store?
Wholesale, commission, and stock orders are handled directly by the vendors. Please contact them directly for more information by using their contact info in our vendor roster – we're sure they'd love to hear from you!