Please ensure that you mark the necklace properly on the customs form. As noted, our studio is in Canada and you will need to return the chain to Canada for us to fix or replace. Please ensure that you mark it correctly. If it looks like it is something we purchased from you, we will be charged incorrectly for duties and taxes in which case we will not accept the package and mark it as "return to sender." PLEASE MARK IT AS "CANADIAN GOODS RETURNING FOR WARRANTY REPAIR." YOU WILL ALSO NEED TO ATTACH A COPY OF THE INVOICE OF THE ORIGINAL NECKLACE ONLY (NOT THE CHAIN REPAIR INVOICE) ON THE OUTSIDE OF THE PACKAGE. Please ensure the invoice is not cut up or has any information missing. You can fold it in a zip lock bag and take the zip lock bag on the package, or however you feel is the best way to secure your invoice. This means we need a total of TWO INVOICES, one on the inside of the package and one taped to the outside. We did not purchase this necklace from you- you purchased it from us. Please do NOT attach the repair invoice. ONLY attach the original necklace invoice. The information on the invoice MUST match the information on your return address in its entirety. If you need the necklace invoice again, please let us know and we can resend it. Please ask your local USPS office or call the customs office for help to correctly fill out the customs form with the correct tariff codes to indicate that this is an item returning to canada. By requesting a chain repair, you fully recognize that we will not accept the package in the case that anything is filled out incorrectly.
Again, we need you to make sure of 3 things for this step:
A.) Marked as "Canadian Goods returning for warranty repair."
B.) A printed copy of the receipt for the necklace only, NOT the repair on the outside of the package and the information on the invoice MUST match the information on your package. Please ensure the invoice is not cut up or has any information missing. If you need the invoice re-emailed to you, please let us know. This means we need a total of TWO INVOICES, one on the inside of the package and one taped to the outside.
C.) The customs form is marked correctly, with the tariff codes to indicate that this is an item returning to Canada.
If any postal/extra fees incur because of a failure to fill out the form correctly, or if postage fees are not paid for, we will send an invoice, or the item will possibly be marked as return to sender. By requesting a chain repair, you fully recognize that we will not accept the package in the case that anything is filled out incorrectly. It will be marked as return to sender.
We will send your necklace back with plain packaging, using the method you selected at check out as the method of shipping. By sending your necklace, back, you acknowledge that in the case that we are incorrectly charged duties or taxes due to failure to adhere to these instructions, the item will be refused and marked as "return to sender."
Thank you! Let me know if you have any questions!