TERMS & CONDITIONS

Policies

At Dragon Ember Crystal Shop, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

OPEN BOX & LOCAL PICKUP

Open Box Policy:

How it Works

• Items must be paid in full within 24 hours before being added to your box.

• Additional purchases can be added anytime within the 60 days.

• You may request shipment at any point during the 60-day period.

• If your box qualifies for free shipping, it will be sent at the end of the 60 days unless you request earlier shipment.

• If your box does not qualify for free shipping, a shipping invoice will be sent at the end of the 60 days. This must be paid within 7 days.

• Failure to pay the shipping invoice within 7 days will result in the order being marked as abandoned.

Additional Details

• All items in an Open Box are final sale.

• Open Box orders can be shipped or picked up locally — same rules and deadlines apply.

Local Pickup:

We offer local pickup in Kitchener and Waterloo.

If you’d like to arrange a local pickup, please contact us via email or DM so we can coordinate a convenient time and location. Orders must be paid in full before the pickup date. Pickup times are arranged individually to best suit both you and our schedule.

SHIPPING INFORMATION

We offer shipping to Canadian and American residents.

All packages shipped in Canada are sent via Canada Post.

All packages shipped to the United States are sent via Canada Post (UPS).

All packages come with a tracking number and insurance. Tracking numbers will be sent via email or Direct Message via Instagram.

Shipping in Canada:

We ship anywhere in Canada via Canada Post Small Business Flat Rate Boxes, which include tracking and delivery confirmation:

Extra Small (≈ 24 × 16 × 9 cm) – $18.99 (up to 11 lbs)
Small (≈ 35 × 26 × 5 cm) – $21.99 (up to 11 lbs)
Medium (≈ 39 × 26 × 12 cm) – $24.99 (up to 11 lbs)
Large (≈ 40 × 30 × 19 cm) – $32.99 (up to 11 lbs)

Free Shipping:

Ontario – Free shipping on orders of $185 CAD or more after discounts.

Rest of Canada – Free shipping on orders of $250 CAD or more after discounts.

Shipping to USA:

We offer shipping to the United States through Canada Post’s weight-based services:

• Up to 5 lbs (2.3 kg) – approx. $27–$28 CAD

• Over 5 lbs – calculated at checkout before processing

Customs, Duties & Tariffs:

Customers are responsible for any customs charges, duties, tariffs, or import fees upon arrival in the U.S. We are not responsible for covering these additional costs.

Free Shipping:

Free shipping on orders of $300 CAD or more after discounts.

(P.S: Looking at purchasing something from the website? Send us a DM on Instagram or an email for more accurate shipping costs than what you see on our checkout page!!

Wix only lets us add their shipping options and not our own!)

Processing Time:

All orders requiring shipping (excluding local pickups) require 3–5 business days to process before shipment.

In Person Shopping Policies

Payments

• We accept Credit/Debit Cards, PayPal (via QR), e-transfer, and Square for in-person purchases.

• All prices are listed in CAD, and payment must be completed at the time of purchase.

• We do not accept holds or putbacks. However, if you’d like to discuss holding an item for a short period during the market, please speak to us directly.

Damaged Items

• Any items with minor flaws or damage will be clearly marked and priced accordingly.

• If you notice a damaged item that is not marked, please let us know before purchase so we can inspect it.

Returns & Exchanges

• All sales are final for in-person events. Please inspect items carefully before completing your purchase.

Handling Items

Please handle all items with care — many are fragile or one-of-a-kind.

We operate under a “you break it, you buy it” policy for any damaged merchandise resulting from mishandling.

Custom Orders

• Custom orders can be discussed at the event! Payment or a non-refundable deposit is required before work begins.

• Any modifications or requests after the event must be made via DM or email.

General Policy

• We reserve the right to refuse service in cases of inappropriate behavior or repeated non-payment at past events.

Thank you for treating our products and creations with care and respect.

STORY SALE POLICIES

Story Sales occur through Instagram Stories on our business page.

All prices listed on Story Sales is in CAD.

To claim an item on a story sale, please respond to the story of the item you wish to claim with the code. (Codes can consist of a combination of letters and numbers, i.e. 13A, 13AB). Replies should look like (i.e.) Claim 13A.

The first person who responds to the story will get that claim. Claim winner will always be determined by our devices. We do not accept swaps or putbacks in our Story Sales. When claiming an item, you are committing to purchasing that item. Please claim responsibly.

Payment

• Payment must be made within 24 hours of invoicing.

• If your order does not qualify for free shipping, a shipping invoice will be sent. This must be paid within 7 days.

LIVE SALE POLICIES

Live Sales occur through Instagram Live on our business page.

All prices listed on Live Sales is in CAD.

To claim an item on a live sale, please respond in the comments Claim, and the code of the item you wish to claim. (Codes can consist of a combination of letters and numbers, i.e. 13A, 13AB). Replies should look like (i.e.) Claim 13A.

The first persons comment to show up in the chat wins the claim of that item. Claim winner will always be determined by our devices. We do not accept swaps or putbacks in our Live Sales. When claiming an item, you are committing to purchasing that item. Please claim responsibly.

Payment

• Payment must be made within 24 hours of invoicing.

• If your order does not qualify for free shipping, a shipping invoice will be sent. This must be paid within 7 days.

CUSTOM PRODUCT/ORDER POLICIES

Please DM or email us to discuss your custom order before we begin. Custom orders require full payment or a non-refundable deposit before work begins.

• Small adjustments can be discussed before production starts. Once production begins, cancellations, changes, and refunds are not possible (at our discretion).

• Natural variations in crystals, gemstones, yarn color, and materials are normal and

not considered defects.

All custom orders are final sale.

REFUNDS, EXCHANGES, & CANCELLATION POLICIES

All payments for items are processed via our website. All sales are final. Cancellations for ready-to-ship items must be made before packing starts (or at our discretion).

• If your order arrives damaged, contact us within 48 hours of delivery with photos. Claims after 48 hours may not be eligible and will be handled at our discretion.

If an order is cancelled, abandoned, or left unpaid, you will be banned from our page and unable to shop with us further.

Custom orders are non-refundable.

• Natural variations in crystals, gemstones, yarn color, and materials are normal

and not considered defects.

Non payers will be reported to non payer lists.

PAYMENT PLAN POLICIES

We offer payment plans on all orders $150+.

Payment plans require a 25% down payment within 24 hours of claiming items.

The remaining balance must be paid in full within 4 weeks of the original purchase date. Items will be shipped after payment plan is completed in full. We accept one payment plan per person at a time.

Failure to complete payment plans will result in giving up your items, the 25% down payment, and being banned from making future purchases with us.

ABANDONED ORDER POLICIES

An order is considered abandoned if:

• Payment for items is not received within 24 hours of invoicing (unless otherwise arranged), or

• Payment for a shipping invoice is not received within 7 days of it being sent.

What Happens:

• Items are returned to inventory and may be resold.

• No refunds are issued for payments already made toward an abandoned order.

• If your order was part of an Open Box, any paid items will be returned to inventory without shipping, and the Open Box will be closed.

PAYMENT METHODS

We accept CAD. All prices are listed in CAD.

We accept the following payment methods:

Credit / Debit Cards
PayPal
Offline Payments (e-transfer)