Processing and Shipping
Orders will enter into processing on the next business day after they are placed and will be shipped within 2 business days (unless otherwise notified).
Upon shipment you will receive a tracking number via email. We recommend saving the tracking number.
All orders are shipped via UPS or FedEx.
All FedEx shipments require a signature at the time of delivery. If no one is present at the time of delivery the package will be held for pick-up and you will be notified.
Within Canada or USA
Express Shipping (1 - 3 business days): $59.00 CAD or $49 USD
Outside Canada or USA
Express Shipping International (1 - 3 business days): $69.00 CAD or $59 USD
We hope you will delight with your purchase and we would like to thank you for choosing Ketchway.
Our products are constantly checked for quality, during the making, but also the packing. If for any reason your item is defective, or doesn't correspond to the product you've ordered, please send it back to us. You can return incorrect/faulty items purchased from Ketchway e-store within 15 days of receipt for a free exchange or a refund including shipping costs.
The Ketchway e-store will only accept returns for purchases made from the Ketchway e-store. Ketchway retailer’s stores will not accept returns on products purchased from our e-store.
Items engraved with personalized information cannot be returned or exchanged. All items subject to a personalized marking are Final Sale.
If it is not personalized, we can accept your return under the condition that it has not been used and is packed in its original packaging.
How to return your purchase?
Please email email@example.com for return authorization number.
Include the return slip provided and all original documentation in your parcel.
We will refund with your original method of payment within 2 weeks after receiving your return.
If you prefer an exchange, we can refund the shipping costs you paid once we receive your parcel, or offer a coupon (shipping cost amount X 2). This coupon will be sent by email once we receive your parcel.
Please ship your return to the address below:
Suite 300, 14505 Bannister Road SE
Calgary, Alberta, T2X 3J3
Ketchway is not responsible for merchandise sent by you and which has not been received or that is not returned in accordance with these terms.
If you have a concern or requests about a particular product or our return policy, please contact customer service at firstname.lastname@example.org .