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Shipping and Return Policy

Countries We Ship To
At Summit Sourdough, we proudly ship our Sourdough Starter products to a wide range of countries, ensuring that sourdough enthusiasts worldwide can enjoy our premium baking tools and supplies.  You'll be able to enjoy our Regular and Organic Sourdough Starter, our Premium Brotform Sourdough Proofing Baskets as well as our entire line of reusable sourdough and baking products.

Our shipping destinations include:

• Canada
• USA
• Australia
• Finland
• France
• Germany
• Netherlands
• New Zealand
• Norway
• Denmark
• Sweden
• Republic of Ireland
• United Kingdom
• Northern Ireland
• Iceland

Whether you're located in North America, Europe, or beyond, we are committed to delivering our products with care and efficiency. Please note that shipping times may vary depending on your location. We strive to make the international shipping process as smooth as possible so that you can enjoy baking with our products no matter where you are.

Local Pick-up Policy:
Orders placed with the Local Pickup Coupon Code option must be picked up within 60 days of the order date, locally in Sherwood Park, Alberta.  If you need to make alternate pickup arrangements (or more time to accommodate pick-up), please reach out within the 60-day period—we’re happy to help.

If an order is not picked up within this time frame, it will be considered abandoned and all items within the order will be restocked. In such cases, the order will be eligible for store credit only, as per our Return Policy.  Orders that are Cancelled by the customer or not picked up will be eligible for store credit only.

Please note:
Refunds to the original method of payment will not be issued for unclaimed pickup orders under any circumstances. Store credit will be provided in accordance with the policy above.

Shipping Policies
All Summit Sourdough packages are shipped with tracking to ensure safe arrival.  We do our best to ship orders out within 1-3 business days of being placed.  Occasionally during extreme busy times, you may see your order take a few extra days to ship.  Orders shipping into the United States may take up to 20 business days to arrive.  If you need your order to arrive faster, please contact us before placing your order and we can discuss accommodating your shipping needs.  We are seeing delivery times between 2 and 20 business days currently within Canada and the USA.

Shipping timelines are estimates only. Carrier delays, weather disruptions, customs processing, and logistical issues are outside of our control and are not grounds for refunds, store credit, or cancellations.  Please note that any applicable import duties, taxes, or tariffs are the responsibility of the customer and may be charged upon delivery.

Wholesale orders are shipped with Tracking, in our retail packaging.

Refused Orders & Customs, Duties and Tariffs Charges Policy
At Summit Sourdough, we ship from Canada and are proud to serve customers across the U.S. and internationally. Please note the following important information regarding cross-border shipping:

• Customs, Duties & Import Fees
  - Orders shipped to addresses outside of Canada may be subject to customs duties, taxes, and other import fees imposed by your country’s government. These charges are the responsibility of the customer and are not included in the item price or shipping cost.
• Refused or Returned Orders Due to Tariffs or Import Charges
  - If you refuse an order upon delivery due to customs fees, import taxes, or any other tariff-related or government related costs:
• The package will be returned to us at your expense. The order will not be refunded.
• Return-to-sender shipments often result in additional carrier fees, brokerage charges, and tariff-related costs, which cannot be recovered once the package has been refused.  Often times border agents will destroy refused shipments and the items inside instead of returning.
• If the package is returned to us, it may arrive delayed, opened, damaged, or with fees owing, and we cannot guarantee it will be returned in sellable condition.

By placing an order with Summit Sourdough, you acknowledge and accept that refused international shipments are final sale and not eligible for refund or store credit.

Shipping Within Canada
Orders shipping within Canada are processed at a flat rate fee, providing a simple and affordable shipping option for our Canadian customers.  We offer FREE Shipping to addresses within Canada on purchases over $100.  Tracking is provided allowing you to monitor your order every step of the way. Standard shipping ensures your products arrive safely and in a timely manner.


International Shipping to the United States
For orders shipping to the United States, we use courier services through FedEx, UPS and sometimes other carries like DHL.  USA orders are processed at a flat rate fee, providing a simple and affordable shipping option for our USA customers.  We offer FREE Shipping to addresses within the USA on purchases over $150USD. Any duties, taxes, tariffs and fees charged at the border are the responsibility of the customer/receiver.


International Shipping, excluding the USA
For orders shipping to all other countries, we use Canada Post’s international rates, which vary based on destination and weight. You will be able to review the shipping cost at checkout before completing your order. We recommend choosing upgraded shipping for tracking and faster delivery times, especially for international destinations. Any duties, taxes, tariffs and fees charged at the border are the responsibility of the customer/receiver.

Lost Deliveries
All orders are shipped with tracking, we can assist in requesting a package trace on lost packages or filing claims for missing deliveries. Tracked shipping offers peace of mind and ensures a more reliable delivery experience.   We use  third-party couriers, such as Canada Post, UPS, FedEx, Canpar, or Purolator, we will assist in filing a claim directly with the courier. Here’s what to expect:

• Claim Process Timeline: Each courier has its own investigation process, typically taking 7-30 business days, though some cases may take longer.
• Required Information: Customers are required to provide documentation, such as proof of delivery issues or photos of damaged goods, to support the claim.
• Resolution: Once the courier concludes their investigation, we will share the outcome and take appropriate action, such as issuing a replacement or refund.  A refund or replacement can not be made until the courier investigation is completed.
• Customer Responsibility: To process claims efficiently, customers must cooperate by providing the requested information in a timely manner. Failure to do so may result in forfeiture of the right to a refund or replacement, as we are unable to proceed with claims without the necessary documentation from all parties.
• We are not responsible for the theft of packages and will not replace or refund stolen packages.  Orders marked as delivered by the carrier are considered fulfilled and complete. Summit Sourdough is not responsible for lost or stolen packages after delivery confirmation and will not issue refunds, store credits or replacements for such claims. Customers are responsible for ensuring their order is delivered to a secure location.

Damaged Items and Packages:
If your order arrives damaged, please let us know within 5 days of delivery.  Summit Sourdough will assist in filing a claim with the third-party courier, such as Canada Post, UPS, FedEx, Canpar, or Purolator:  Here’s what to expect:

• Claim Process Timeline: Each courier has its own investigation process, typically taking 7-30 business days, though some cases may take longer.
• Required Information: Customers are required to provide documentation, such as proof of delivery issues or photos of damaged goods, to support the claim.
• Resolution: Once the courier concludes their investigation, we will share the outcome and take appropriate action, such as issuing a replacement or refund.  A refund or replacement will not be made until the courier investigation is completed.  If the claim is denied due to the customer not supplying the proper evidence, no refund or replacement will be sent.
• Customer Responsibility: To process claims efficiently, customers must cooperate by providing the requested information in a timely manner. Failure to do so may result in forfeiture of the right to a refund or replacement, as we are unable to proceed with claims without the necessary documentation from all parties.
• Damaged items do NOT need to be returned to Summit Sourdough – we ask that you throw them in the garbage once the claim process is complete.  In some circumstances the courier may ask for the damaged item to be given to them. 
  
  

Incorrect Shipping Addresses:
It is the customer’s responsibility to ensure their shipping address is accurate at checkout. If an incorrect address is provided:

• Contact us before your package ships to update the shipping address.  Once your package ships we are no longer able to intercept it.
• Non-Deliverable Packages: Packages returned to us due to an incorrect or incomplete address will require the customer to pay for shipping again to have their item(s) re-sent.  If the customer chooses to cancel their order, a store credit will be issued.  
• Lost Packages: If a package is lost due to an incorrect address, Summit Sourdough is not liable, and no refunds or replacements will be issued.

Order Accuracy
All orders are processed based on the selections made by the customer at checkout. Customers are responsible for ensuring all details—including product type, fabric, and print choices—are correct prior to completing their purchase. Please review your order confirmation carefully, as we are not responsible for customer selection errors.  If you notice an error before your order is shipped, please contact us so we can update your order for you.

Incorrect Items Ordered
If an incorrect item is selected at the time of purchase, return shipping costs are the responsibility of the customer.  We are happy to update your order if it has not shipped yet.  Once the order has shipped, we can no longer intercept it or change it and return costs are the responsibility of the customer.

Incorrect Items Shipped (Our Error)
If an incorrect item is shipped due to an error on our part, we will cover the cost of return shipping and ensure the correct item is sent.  We carefully check every order against the customer confirmation email and the details in your order portal to ensure accuracy before shipping.

Non-Returnable Items

1. Sourdough Starters:
• As a food item, sourdough starters are non-refundable for health and safety reasons.
2. Digital Products:
• Digital items, such as e-books, download-ables and guides, are non-refundable due to their instant delivery and access upon purchase.
3. Gift Cards
4. Final Sale Items:
• Items that are marked as clearance, seconds and imperfect are final sale and are not eligible for returns/refunds.

 

Price Adjustments & Sale Pricing
At Summit Sourdough we do our best to offer fair and transparent pricing to all of our customers. To maintain this, we do not offer price adjustments on orders placed prior to a sale or promotion.

Please note the following terms regarding sale pricing:

• No price adjustments will be made to orders placed before a sale begins. This includes flash sales, discount codes, limited-time offers, and other promotional events.
• Discounts cannot be applied retroactively. If you placed an order before a discount or promotion was announced, we are unable to refund the difference.
• Sales are valid for the dates and times listed only. Once a promotion ends, pricing returns to its regular rate and cannot be extended.
• No exceptions are made for orders placed shortly before a sale. We understand the frustration that can come with just missing a promotion, but in fairness to all customers, we apply the same policy consistently.

Returnable Items
Unused physical items (excluding sourdough starters, final sale items and digital items) may be returned for store credit only, under the following conditions:

• Timeframe: Customers must contact us within 7 days of receiving their order to initiate a return.  Items must be shipped back within an acceptable timeframe and should be received by us no later than 30 days after your return was initiated.
• Condition: Items must be unused, in their original packaging, and in sellable condition.  Items much be free from pet hairs and odors such as cigarette smoke, perfumes, sprays and food.
• Shipping Costs:
• Customers are responsible for covering the cost of return shipping.
• We recommend using a tracked shipping method to ensure the safe return of the item.  We are not responsible for lost or stolen packages.
• Refunds (Store Credit Only):
  Store credit will be issued once the returned item has been received and inspected. Items must be returned unused, in original packaging, and in sellable condition. Items returned in used, damaged, or unsellable condition will not be eligible for store credit.  Shipping costs from the original order are non-refundable.  Items that are not returned in accordance with this policy are not eligible for store credit.  All refunds are in the form of store credit only.

 

How to Request a Return
To request a return, please contact us at with your order number and details about the item you wish to return.  Upon acceptance of your return request we will require you to send us the tracking details of the return package.  Returns that have not gone through the process of contacting us first and receiving approvals, will not be accepted and the customer will be responsible to cover any and all shipping costs with retrieving their item.  

Exchanges
We are happy to offer exchanges. Customers are responsible for return shipping costs, and a new order must be placed for the replacement item. Exchanges are processed once the original item has been returned.

Refunds
Store credit will be issued once the returned item has been received and inspected. Items must be returned in unused, unwashed, and in original, sellable condition to be eligible for a store credit. We do not issue refunds prior to receiving the returned item. Items returned in a condition that does not meet these requirements will not be eligible for store credit and will remain the responsibility of the customer to retrieve at their expense.  All return shipping costs are the responsibility of the customer. 

Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 5 days of delivery. Customers will be required to provide clear photo evidence of the damage or defect for review.  In most cases, customers are required to participate in a claim process with the shipping carrier, as all orders are shipped with insurance.

Damaged or defective items do not  typically need to be returned. Once the issue has been verified, we will work with you to provide a replacement or appropriate resolution.

summitsourdoughyeg@gmail.com or use the Contact Us form.

Gift Cards
Unfortunately, we cannot accept returns or provide refunds on gift cards.

Sourdough Starters
Due to the natural fermentation process of sourdough, results may vary based on environment, ingredients, technique, and feeding practices. Summit Sourdough does not guarantee specific results or baking outcomes.

We are not responsible for starter performance issues resulting from variations in flour type, water quality, feeding schedules, environmental conditions, or failure to follow provided instructions.  By purchasing and using our sourdough starter, customers acknowledge that successful rehydration and maintenance require proper care and adherence to recommended practices.

Refusal of Service
We reserve the right to refuse service or cancel orders at our discretion.  We reserve the right to update this policy at any time without notice.