FAQ

Answers to the most common questions about orders, shipping, returns, and product care.

Need help fast?
📧 support@bronzeandbrass.store 📞 +1 (226) 826-0963 📍 Bronze & Brass  — Business Location
1178 Windsor Ave
Windsor, ON  N9A 1K4
Canada đź’¬ Contact page
Tip: For the quickest help, include your order number + a short description of what you need.

Ordering

Can I change or cancel my order after placing it?Common
We’ll do our best! Send us a message ASAP with your order number. Once an order is processed or shipped, changes and cancellations may not be possible.
Do you combine orders?
Yes — when possible, we can combine multiple orders. Message us with your order numbers and we’ll tell you what we can do.
I entered the wrong address. What should I do?
Contact us immediately with your order number and the correct address. If the order hasn’t shipped yet, we can often update it. If it has already shipped, we may not be able to reroute it.

Shipping & Delivery

Where do you ship?
We currently ship to the 48 Continental United States. We do not ship to Alaska, Hawaii, Puerto Rico, APO/FPO/DPO addresses, PO boxes, or international destinations.
How long does shipping take?
Most orders ship within 1–3 business days (Mon–Fri). After your order ships, delivery typically takes 3–7 business days, depending on distance and carrier volume. We’ll email your tracking link as soon as your order ships.
My tracking says “Delivered” but I don’t have it. What now?
First, check around your delivery area (front door, side door, garage, mailroom, concierge, etc.) and ask anyone else at your address. Give it 24 hours — carriers sometimes mark packages early. Still nothing? Contact us with your order number and we’ll help with next steps.

Returns & Exchanges

What is your return & exchange policy?Important
We want you to be happy with your order — here’s how returns and exchanges work:
  • 30-day window: Please notify us of any return or exchange request within 30 days of delivery.
  • Original condition required: Items must be new/unworn and include the original manufacturer packaging. Pack them exactly as originally received.
  • Prepaid return label: For approved returns, we provide a prepaid return label to download and print. There are no restocking fees.
  • Please don’t repair items: Do not fix, glue, or modify any parts without our authorization.
  • Refund processing: Refunds are issued to your original payment method after we receive and inspect the returned item (allow up to 10 business days).
If we aren’t notified promptly (especially for damage/defects), we may be unable to exchange the item or process a refund because carrier claims require quick reporting.
Are shipping fees refundable?
Original shipping fees (the amount you paid for delivery) are non-refundable except when we shipped the wrong item due to our error. Return shipping is free when your return is approved.
How do I start a return or exchange?
Email us at support@bronzeandbrass.store with:
  • Your order number
  • The item(s) you’re returning or exchanging
  • The reason for the return or exchange
  • Photos (especially for damage/defects)
We’ll reply with next steps and provide a return label if your return is approved.

Damages, Defects & Wrong Items

My item arrived damaged or defective. What should I do?Important
Please contact us immediately upon receipt with photos of:
  • The outer shipping box (and label)
  • The inner packaging
  • The item and the damage/defect
  • The shipping label (if possible)
Do not throw away the packaging until we confirm next steps — it may be needed for carrier claims.
I received the wrong item. Will you fix it?
Yes — if we shipped the incorrect item, we’ll make it right. Please notify us within 7 days of delivery so we can help quickly. We’ll provide return instructions and ship the correct item or issue a full refund if a replacement isn’t available.

Changes, Cancellations & Refused Packages

What happens if a package is refused, undeliverable, or unclaimed?
If a package is returned to us because it was refused, unclaimed, or undeliverable, please contact us. We’ll work with you to arrange reshipment or to issue a refund according to our policies. Any original shipping fees are non-refundable.
What if I want to return something because I changed my mind?
Contact us within 30 days of delivery. Items must be unused, in original condition, and returned with the original box/packaging. Approved returns receive a prepaid return label and a full refund of the item price.

Products & Packaging

Are your items new and authentic?
We sell brand‑new, authentic products unless explicitly stated otherwise on the product page.
Do you open boxes before shipping?
No — items ship in their original manufacturer packaging.

Payments & Promos

What payment methods do you accept?
We accept the payment methods shown at checkout (major credit cards, PayPal, and Shop Pay). You’ll see all available options during checkout.

Contact

How do I reach you?
Email us at support@bronzeandbrass.store or use our contact page. For fastest support, include your order number, item name, and photos if the issue concerns damage or defects.

Policy note: This FAQ summarizes our store policies in plain language. In any situation where there’s a mismatch, the final decision may rely on the detailed Shipping Policy, Return Policy, and carrier/warehouse requirements.