At Cosman & Webb Townships Organic, we employ reasonable security measures to protect the personal information we receive from you. While we strive to create a secure and reliable site for our users, the confidentiality of any communication or material transmitted over the Internet cannot be 100% guaranteed. Users should keep in mind that any information submitted through an Internet transaction is potentially accessible to the public, and consequently, can be collected and used by others without their consent.

When you visit www.coswebb.ca or send e-mails to us, you are communicating with us electronically. Hereby, consenting to receive communications from us electronically.

Like all website owners, Cosman & Webb Townships Organic receives and records information from your browser in our website server logs, including your IP address and the page you requested. Aside from standard tracking, the only other personal information our site collects about you is data you knowingly provide in one of our on-line forms, such as your name and email address.

Cosman & Webb Townships Organic is the sole owner of any information collected on this site. This information is used solely for our own internal purposes. You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. We will not sell, share, or rent your information to others, nor will we release any personal information to another person or company.

Copyright

All content included on this site, such as text, graphics, logos and images, is the property of Cosman & Webb Townships Organic or its content suppliers and protected copyright laws.

Shipping & Sales

• All prices on this web-site are in Canadian currency. 

• Sales are on a first-come, first-serve basis and are subject to availability.

• Deliveries will be made on business days Monday through Friday. Canada Post, UPS or any other courier used cannot deliver on Canadian statutory holidays.

• All non-food products are subject to applicable taxes.

• Online purchases are subject to the Cosman & Webb Township Organics online privacy policy.

Site Policy, Modifications & Severability

Cosman & Webb Townships Organic reserves the right to make changes to our site, policies, and these Terms & Conditions at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.

Return Policy

There are a few reasons that one may wish to cancel an order or request a refund. Here are our policies:


Cancelling An Order

You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped. Most orders are packed and shipped within 1-2 business days from the time they are received. Please contact us if you need to know the status of your order and we will advise you whether or not your order can be cancelled for a full refund.

We are afraid we cannot accept cancellations once an order is shipped.

Returns

1. We can accept returns only when products are purchased through the coswebb.ca website or the TownshipsOrganic Etsy shop. If you have purchased Cosman & Webb product(s) through an independent retailer, please arrange your return or exchange with that retailer, which will be subject to that retailer's own returns and exchange policy.

2. We can accept returns within 30 days of a customer receiving their order. If 30 days has passed since receiving your order, we are afraid we cannot accept the return. The tracking number date of delivery will be used to determine the day the order was received.

3. To be eligible for a return, your item(s) must be unopened, in the same condition as they were received, and in their original packaging.
   
   * If your maple syrup developes a moldy film, it is because it wasn't properly refrigerated after opening. Cosman & Webb is not responsible for replacing maple syrup that has spoiled.

   * Cosman & Webb is not responsible for guaranteeing estimated delivery dates. Shipping times vary, particularly during extreme weather events or disruptions to postal or courier services. Please consider ordering well in advance, especially during the holiday season.
   

Shipping Returns

To return your product(s), please mail them to to our BC warehouse:
Cosman & Webb, PO Box 20035, Duncan, BC, V9L 5H1.

You are responsible for paying the shipping costs for returning your item(s). When we receive your returned item(s), we will issue a refund with the original, actual shipping cost deducted (shipping costs are non-refundable). Please consider using a trackable shipping service or purchasing shipping insurance.

Damaged Orders

It is very rare for Cosman & Webb products to be damaged during shipping and we take full responsibility for their safe packaging. If any of your order is damaged during the shipping process, Cosman & Webb will either replace your product(s) or refund your payment, depending on product availability and what is agreed upon by Cosman & Webb and the customer. Sufficient photographs showing proof of both the damaged goods and parcel box are required before any refund or replacement is considered.

Lost Orders

If you have not received your order but your tracking reference states your order has been delivered, please take the following steps:

1. Search for the parcel: when the tracking reference indicates that a parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to their door; you may need to check a second location on the property, a mail room, a front desk, a safe-drop location, or a parcel locker (a key will be left in your box). Also, check with everyone in your household or workplace as another person may have received or retrieved the item. *Note: in some cases, a delivery scan is entered into a tracking system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.

2. Contact Cosman & Webb: if you are still unable to locate your parcel, please contact us and we will put in a claim with Canada Post or the courier that was used. Please know that it takes a few weeks for an investigation to be conducted and we cannot issue a refund or ship another order until the investigation is complete.

Incorrect Addresses & Unclaimed Orders

If you have entered in an incorrect shipping address and your order has already shipped, or if your parcel was delivered but wasn’t claimed in time, the parcel will eventually be returned to us. If this has happened to you, please contact us so that we can discuss our next steps. To reship your order, an invoice for the full shipping amount will be generated and must be paid for before the order is resent.

Please make sure your address is complete and correct before submitting your order. We are charged for all return shipments and we cannot recover this cost. Please know that the $15 (for Canada) and $25 (for the US) shipping fees are lower than our actual shipping costs.

All Other Queries

If you are unhappy, we'd like to make it right. Please contact us at any time for any reason.

Stolen Parcels

Unfortunately, we’ve had to implement a stolen parcels policy. Many of our deliveries are made by courier service and stolen parcels have become a reality. Here, you can find the steps we take to limit the risk of stolen parcels, as well as steps you can take on your end to ensure the safe delivery of your packages.

*The insurance Cosman & Webb purchases to cover each shipment only covers lost parcels. It does not cover damaged or stolen parcels.

Cosman & Webb Delivery Guarantees

We will communicate to our customers by email when the package has been dispatched and provide tracking details including the name of the courier. We use reliable delivery services that provide tracking updates with options to sign up for delivery confirmations by email or text, and often photos of the delivered package. We encourage our customers to track their packages closely.

If our customers would like to communicate specific delivery instructions, such as leaving the package in a secure location or with a neighbour, please do so by emailing info(at)coswebb.ca at the time of your order and include your order number and all relevant information.

Avoiding Stolen Parcels

• Invest in a Smart Package Locker System for your home or rent a parcel locker and have your parcels shipped to that address.

• Once Cosman & Webb has sent your tracking information – you have the option to sign up for free pickup with the courier.

• Depending on the courier, you may contact them and choose a delivery time when you know you’ll be home. *Must be during business hours.

• Request a signature on delivery. Write to info(at)coswebb.ca if you would like this option.

• Install a doorbell camera or another outdoor security camera. Advertise your home security system on your windows and in your yard.

• Get the package delivered to your place of work instead of your home.

• Request package drop off in your backyard or garage. Write to info(at)coswebb.ca if you would like this option.

• If you’re friendly with your neighbours, ask if they will hold or pick up a package when you’re not home. Offer to do the same for them.

• Stay informed about new technologies or services that could enhance package security.

When Your Parcel Has Been Stolen

Step 1: Make sure the correct address was on the label. Double check your order confirmation email and check the address for any typo’s. All our shipping labels are generated automatically using the information provided by the customer on our checkout order form. If an error has been made, the parcel may have been delivered to another address.

Step 2: Even if you receive a delivery confirmation, it's possible that the delivery company has made an error. Contact the company directly to confirm that the parcel was delivered at the time and location the tracking service said it was.

Step 3: Contact Cosman & Webb. Once you know that the package was delivered but was probably stolen, the next step is to contact us at info(at)coswebb.ca. Please include your order number in the email. We are willing to work with you and we’re happy to take on the responsibility of communicating with the delivery company.

Step 4: Report the theft to the courier. Different courier companies have their own processes for how to report a stolen package, please visit their individual websites for their own policies and reporting procedures. This step has to be completed by you, the customer, as you will have all of the relevant information required to complete the forms.

Step 5: File a police report for the stolen package. Unfortunately, if there aren't any witnesses and you don’t have an outdoor security camera, there probably isn't much the police can do. If there have been package thefts in your neighbourhood recently, there is a higher likelihood that the cops will investigate the situation. If you're planning on making a home insurance claim regarding the missing delivery, a police report can be helpful documentation to have.

Reconciling the Loss

Unfortunately, Cosman & Webb cannot refund or replace stolen parcels. Our small business doesn’t have the budget to cover stolen parcels, so we must rely on our couriers and our customers preventative measures to ensure safe delivery. If all the steps have been taken in reporting a stolen parcel, the most we can do is offer a significant discount on a replacement order. Please contact us for details, info(at)coswebb.ca.