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**How To
our Products** · How To Contact Us ·
FAQ Hours of Operation: |
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In all cases listed below, for refunds or for replacements, please contact us FIRST (with details of the problem you have encountered). We will do our best to resolve the problem, as quickly as possible. We will not accept any returns which have not been assigned a "Return Authorization #" (RA#). If you have received your order and the Moose Mugs (Eggnog Cups) are broken or damaged, we need to know about them. Please follow the instructions below. Quick links: 1. Eggnog Cups with DETACHED antlers/snout 2. Broken/smashed Moose Mugs, click here. 3. Moose Mugs / Eggnog Cups not broken/defective but want to return them, click here. 4. Instructions on how to handle the packaging and return shipping for all of the above, just click here. - - - - -
After 48 hours, we will not provide replacements/refunds for Moose Mugs that are damaged. Please retain all original packing materials and boxes provided. They may be needed for inspection by the shipping company.
To quickly re-attach the parts, please use the
following instructions: One customer mentioned that she found (and used successfully) a 'rear view mirror adhesive re-mount kit' at Wal-Mart. The brand name of the product was Cipa Mirrors. It was a 2 stage epoxy system, which proved to be very strong after it dried/cured properly. Directions 2. Following instructions on back of GLUE package very closely, mix, then apply the GLUE to the end of the antler/snout. 3. Carefully place the end of the antler up against the goblet where the antler used to be (in the center of the goblet - centered from front to back, at about 1/2" from the top of the goblet). Make sure the front of the antler is pointing to the front of the 'eggnog cup'. For the snout, make sure to replace with the eyes up. Repeat for both antlers, if both have come off. Hold
piece being re-glued in place TIGHTLY for at least 2 minutes, without moving.
After receiving your RA# from us, while wearing
protective gloves, just put the entire satchel of glass and plastic wrap into a bag
(of any sort, just to contain any spillage) and then carefully and securely place the bag in
a small box and send it back to us, using the Broken
Return Instructions.
The shipping cost of returning unwanted orders is the responsibility of the customer. Note: Unfortunately, we cannot reimburse you for the original shipping charges. For those items marked as 'FREE SHIPPING', the shipping cost portion of the total purchase price cannot be reimbursed. Also, due to obvious hygienic reasons, there is no return on Moose Mugs / Eggnog Cups that have been used. To insure that your Moose Mugs / Eggnog Cups come back intact, please wrap them carefully, in the original packaging, to make sure they don't bounce around in the box(es). For full details and return address, click here
4. Return instructions Our mailing address is: CanadianMoose.com, Inc. After receiving your RA# from us: IMPORTANT: If you are in the USA, when mailing the package back, make sure to mark the package as 'CANADIAN GOODS RETURNING - DEFECTIVE GOODS' and please declare a minimal value of CDN$5.00. This helps avoid any unnecessary brokerage fees charged (by Canada Customs) when these products come back into Canada. Any brokerage fees incurred, due to failure to declare the value as CDN$5.00, will be charged back to the customer. Please ship back as 'SURFACE' (ground) service to help reduce costs. Do not insure the package for any amount over CDN$5.00 because that will nullify the CDN$5.00 declaration (above). Please include your ORDER number (from your invoice). This Order Number is usually in the form "CMC2001/12/12/08DH", where 2001/12/12 is the date the order was originally made, 04 is the number of orders we had received at that point in that day, and DH are the person's (who placed the order) initials. This Order Number helps us find your information quicker (your address, etc.). Once we have received your broken cups/mugs from you, we will forward you the new
cups/mugs (or your refund)
as soon as
soon as possible. As long as we receive
your Order Number, we have enough information to get the replacements
(or your refund) out to
you right away. We apologize again and we thank you for your patience and understanding. Dan Herauf, owner
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