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
- quick link to instructions on how to RE-ATTACH
antlers/snouts, just click here.
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.
- - - - -
Please open all of your Moose Mugs as soon as you receive them. Damages must be reported within 48 hours
of receiving shipment.
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.
1. Eggnog Cups with detached antlers/snout
For each Eggnog Cup you receive where the either (or both) of the antlers or the
snout has detached from the goblet (but the goblet is not shattered), the Eggnog Cup can be easily fixed.
To quickly re-attach the parts, please use the
following instructions:
Our glassblower recommends a 3 star (***) glass glue.
The
glue we recommend is LEPAGE (#12) 5 MINUTE EPOXY, Syringe Glue. This glue
is a 2 part epoxy, is super strong, water resistant, and dries
transparent. Bonds glass (as well as other materials) quickly and
permanently. Sets in 5 minutes at room temperature. Maximum strength
reached in 24 hours. It sells here in Canada for about CDN$5.25 for a
25ml size. There should be a USA equivalent of this LEPAGE
product. If you can't find an equivalent product, let us know and we will
send you a package of this glue.
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
1. You have to clean off the existing adhesive from both
the goblet itself (keep a note of where the antlers/snout were attached so you can put
them back there again) and from the ends of the antlers/snout.
For any adhesive left on the goblet, just use ordinary glass cleaner (ammonia) to clean up
the goblet.
For any adhesive left on the antlers/snout, just use ordinary glass cleaner
(ammonia) and a
butter knife to scrap off the adhesive. Do each antler one at a
time.
Before reapplying the parts, make sure all surfaces are clean and DRY - NO fingerprints
(natural human oil can keep glue from sticking properly) and NO glass cleaner (ammonia
- if present - may degrade the glue). Wash surfaces with soap and
water. Rinse and let dry.
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.
For maximum hold, let sit for up to 24 hours.
2. Broken/smashed Moose Mugs
Although it is rare (due to ruggedness of these Moose Mugs and the way they
are securely packaged), in the event you receive a broken or smashed
Moose Mug, we will happily replace
(or provide a refund for) these for you.
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.
Please be careful
when handling any broken glass!
As soon as
we receive the broken/smashed Moose Mugs parts, we will forward replacement
Moose Mugs (or
your refund) to
you.
3. Moose Mugs / Eggnog cups not broken but want to return them
After receiving your RA# from us, after we receive your return intact, as noted in our 'Return Policy',
we will gladly issue you (your choice of) a
refund, a credit, or an exchange of equal value from other products available on
our website, for the total product purchase price of the returned order.
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
Full refund
If you would like a refund (vs. replacement Moose Mugs /
Eggnog Cups) for your broken/damaged Eggnog Cups or Moose Mugs, just follow the instructions for returning the
Moose Mugs / Eggnog Cups to us (as
just listed). We will be happy to refund your
money, in full. We again apologize for the inconvenience of receiving
broken or damaged Eggnog Cup or Moose Mugs. We agree
that this is not a great way to receive something you have waited this long for
- we certainly did not intend these Moose Mugs / Eggnog Cups to be delivered in this condition.
4. Return instructions
(for broken/shattered/cracked/defective Moose Mugs / Eggnog Cups)
Our mailing address is:
CanadianMoose.com, Inc.
622 Schubert Place NW
Calgary, Alberta T3L 1X4
Canada
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.
If a replacement has been requested, we will provide 1 replacement Eggnog Cup /
Moose Mug for each
set of antlers
returned. For cracked Moose Mugs or defective
Eggnog Cups, we need the entire Moose Mug / Eggnog Cup.
Please advise us of any new shipping addresses - please specify the address you
need the replacements to be sent to. We will
process these replacements/refunds as quickly as we can.
We apologize again and we thank you for your patience and understanding.
Dan Herauf, owner
CanadianMoose.com
1512/050820-051006/1608-051108/1799-070816/3542