Puck Spring

General Information For All Orders:

Under normal circumstances, orders (non-preorders) are usually shipped within 1-3 business days from the order date. Pre-orders are estimated to ship around the date listed on the respective product page.

Orders are shipped via various shipment providers, depending on destination and other conditions of the day.

Please include your phone number in your order details to minimize the chance of your package getting lost in the mail. Your phone number won't be used for marketing purposes unless agreed to.

Please note that the shipping method with the name "Small Packet - Air/International", if provided by Canada Post, is not tracked.

In attempt to operate in a more sustainable way, I may reuse packaging material from various sources to pack your order. But don't worry, I won't use material that is dirty.

Free Shipping Details:

Free shipping is offered to orders when the subtotal of the items in the cart exceeds the threshold stated below:

Canada:

•Over $50.00 CAD

USA:

•Over $35.00 USD

Countries where Delivered Duty Paid DDP shipping is supported:

EU & International Countries:

•Over $60.00 CAD (taxes count towards threshold)

Countries where Delivered Duty Paid DDP shipping is not supported:

•Over $50.00 CAD

USA Orders:

Once the package arrives at your destination country, USPS will usually handle the delivery. Once you received the link / tracking number, that means the package is shipped out and is moving within Canada. It is normal that you may not see any updates until the package actually crosses the border and is released by customs. You can use the same Canada Post tracking number on the the USPS tracking tool for further details, especially in the US.

Since the new February 2025 tariffs between Canada / USA, all orders destined to the USA will be pre-charged duties. At the checkout screen, it may take a few extra seconds after the US address is filled in for the duties charge to actually appear in the total. Tariff rates are determined by the US government and dynamically updated at checkout. INTROVERT has no control over the duty rates.

EU Orders - DDP:

As of June 5th, 2026, I'm testing a new shipping system. New orders that are destined to the European Union are processed under a delivery duty paid (DDP) model, meaning applicable duties and taxes are included at checkout. This helps ensure there are no unexpected or additional fees upon delivery.

This applies to shipments within the EU, including:

AustriaBelgiumBulgariaCroatiaCyprusCzechiaDenmarkEstoniaFinlandFranceGermanyGreeceHungaryIrelandItalyLatviaLithuaniaLuxembourgMaltaNetherlandsPolandPortugalRomaniaSlovakiaSloveniaSpainSweden

I'm also using the DDP model for following non-EU countries:

The list may change over time and may not be fully reflected here. The best way to know is when you reach the checkout screen, and there's a line below the total that shows how much taxes is included in the price, as well as the shipping options are either FedEx International Connect or DHL Worldwide Express.

BrazilChileChinaColombiaCosta RicaEcuadorEgyptIndiaIndonesiaIsraelKuwaitMalaysiaMexicoNorwayOmanPeruPhilippinesSaudi ArabiaSwitzerlandThailandUnited Arab EmiratesVietnam

Orders Destined to Other Countries Not Under DDP Model:

Once the package arrives at your destination country, your country's courier may handle the delivery.

Currently my shop cannot estimate Taxes/VAT, duties, and customs, and any other extra fees (handling fees, service fees, last mile shipping fees etc...) for orders outside of Canada and therefore will not be added at checkout. However, you may still have to pay them once the package arrives in your country. INTROVERT is not responsible for any extra fees that you may have to pay.

Please include your phone number in the shipping information so they may contact you to collect the fees.

Once it's processed through your country's customs, you may be able to contact or log into your local postal system to see if there are any packages addressed to you. This is especially important if you choose a shipping service that is not tracked (eg. Small Packet Air), because sometimes it may be delivered to a nearby pick-up location rather than directly to your address. If your shipping method is Small Packet Air, you may also contact us for the shipping label ID, as that's sometimes the way you may be able to track the package through your country's postal system.

Etsy:

Please note that the DDP model applies for orders made only on this website, (introvertmakes.com). If you order on Etsy, a different shipping model applies.

Contact - INTROVERT - Checkout

Standard Policy (For All Except for EU)

No Returns

Returns and exchanges are not accepted, but please contact me if you have any problems with your order and I will do my best to resolve the issue.

Damages and issues Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Gift CardsUnfortunately, we cannot accept returns on gift cards.

EU Right of Withdrawal Returns

Customers located in the European Union have the right to withdraw from a distance purchase within 14 days of receiving their order, in accordance with applicable EU consumer protection laws.

If you wish to exercise this right, please contact us within 14 days of receiving your order. After notifying us of their withdrawal, the item must be shipped back to us within 14 days, unless a different arrangement has been agreed upon between both parties.

Return shipping

The cost of returning the item is the responsibility of the customer. We recommend using a tracked shipping service and keeping proof of shipment until the return has been completed.

For international returns, we recommend declaring the package as a returned item/return shipment rather than a new sale whenever applicable. Please ensure that all customs documentation is completed accurately. We cannot guarantee how customs authorities will handle returned shipments.

Refunds

Once the returned item has been received and inspected, we will process the refund.

Refunds include:

The price paid for the returned item.

The original standard shipping cost paid by the customer (up to the least expensive shipping option offered).

Refunds do not include:

Return shipping costs.

Optional shipping upgrades.

Any customs duties, taxes, brokerage fees, or other charges incurred during the return process.

If customs duties, taxes, brokerage fees, or other import-related charges are charged to us when receiving the return shipment, these costs may be deducted from the refund amount.

Condition of returned items

Customers may handle products only to the extent necessary to determine their nature, characteristics, and functionality, similar to how they would be able to inspect a product in a physical store.

If the product has been used beyond what is necessary for inspection, or if there is damage, excessive wear, missing components, or reduced resale value, we reserve the right to deduct the corresponding loss in value from the refund amount.

For hygiene and product care reasons, please ensure returned items are clean and securely packaged to prevent damage during transit.

"This EU Right of Withdrawal policy applies only to customers located in the European Union. Other regions are subject to our standard return policy."

Contact - INTROVERT - Checkout