FAQ

How to contact us?

Email: info@cedarmountainstudios.com

Phone number: 250-537-5776

Fax number: 250-537--1248

What are your office hours? We are open Monday-Thursday from 8:00-4:00 PT.

How to order? Please email or fax us orders and include items numbers, quantity and ship date. 

What is your minimum order? For new accounts our minimum orders are $250. Re-orders are $200. Products must be ordered in the minimum quantities or multiples as listed in the price list.

Becoming a new customer? We need your Federal Tax ID, email address, phone number, shipping information and credit card.

What type of payment do you accept? We can only accept Visa and MasterCard. 

Can you ship internationally? We do ship internationally to a small number of countries. Please contact of our office for more information.

How do you ship? We ship all our orders with Canpar, but will switch to UPS at the border. Because we live on a remote island with limited couriers, this is the most affordable and efficient way to ship. Please note that we cannot ship to P.O Boxes. 

How fast do you ship? We ship within 1-2 weeks of receiving your order. 

Who pays the duty and brokerage fees? We do!  We take care of all costs going over the border.

Can I get terms? Yes. After three prepaid orders you can apply for Net 30 by faxing us a list of references (please include fax numbers for all references).

How does Net 30 work? All our orders are invoiced from the date shipped. All accounts must be current before additional merchandise will be shipped. 

Can I get Net 30 if i'm a new account? No, all first orders must be prepaid by credit card or cheque. Terms will be extended only after your credit application has been processed and approved. 

What happens if I pay late? After three late payments you will automatically be switched back to prepaid.

How can I make a claim on damaged goods? Please open and inspect merchandise promptly. Claims of shortage or damages products must be be reported within 7 days of receiving the product. Please send us a photo of the damaged product so we can assess the damage and discover the source of the error. All claims must be pre-authorized by a Cedar Mountain representative before a credit will be given. Please note that all our products are handmade and we intentionally retain imperfections. These imperfections do not constitute a return for credit. 

Do you have a re-stocking charge. Any returned merchandise will be subject to a 10% re-stocking fee.

Do you drop ship? At this time we do not supply a drop ship service.

Do you send back orders? We do not send back orders. 

What does this ^ mean when i see it on my order? Any SKU number with a "hat" example: LFS4702^ means the SKU has been discontinued. 

I would like to sell your products on my website, can you supply photos of the products? We are happy for you to sell our products on your site but at this time we do not supply product photos. We are working on compiling a catalogue of photos for the future. 

Do you do custom art work? We will do custom work on a few of our lines when ordered in high quantities. Please contact our office for more information.