FAQs

How long does it take for an order to arrive?

Please refer to our shipping policy page for further details.

How do I clean my toys?

They are easy to clean. Hand wash using soap in lukewarm water and towel-dry.

Do not allow any wooden toys to sit in water.

What are my wooden toys made of?

Our toys are made of beechwood and finished with a safe, natural varnish to seal the wood.

Why does the colour look a little different to what is in the pictures?

Each toy is handcrafted using natural materials—typically beechwood, a lightweight hardwood. Woodgrain varies per piece, making each toy unique. Some are a little lighter, others are a little darker.

Do I need to sign for my order?

You will not be required to sign for your package, however if your mailbox is smaller than the package it is possible that the courier will take it back to your local post office for pickup if you are not home to accept the delivery. They will not leave your package on the doorstep or anywhere unsafe. 

Where are you located? 

We ship from Canada.  

Are there any exchange rates or fees?

All our transactions are in CAD (Canadian Dollars). If your payment method is based in a different currency you may be charged an international transaction fee by your bank or card issuer. The exchange rate will be decided by your bank or card issuer. 

Will I be charged customs or taxes?

All prices displayed on our website are tax-free in CAD, which means you may be liable to pay for any VAT, tariff, duties, taxes, handling fees and customs clearance charges required by your country for importing consumer goods. 

We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world. 

As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. 

How do I cancel or amend my order?

If you wish to cancel or amend your order you must contact our support team immediately. Orders are processed shortly within receipt in order to get your items to you as fast as possible, therefore it is unlikely we will be able to make any changes to your order after this time. Once an order has been packed or shipped and a tracking number generated we are unable to cancel or amend your order. You will need to wait for your order to arrive and return it to us. 

What do I do if my order arrives damaged or incorrect?

Please email us at info@katieandwill.ca within 3 days of receiving your order with your order number, issue and photo of your item(s) and we will resolve the issue for you as quickly as possible.