New website announcement and FAQ! 2020

We are very excited about our new system. It has been a very long road, with hard work and setbacks; but nothing worthwhile is easy, right? This article will highlight the key feature and FAQ for this change. Please read on and contact us with any questions and feedback.

Key features

• Lighting fast website
• Mobile-friendly website
• Advance filters for a better browsing
• Better search engine - find what you’re looking for faster
• Save payment method (secure) for returning customers
• USD and CAD payment methods
• More quantity discounts on products. Buy more and save.
• Faster checkout in the physical store
• Better stock control, less out-of-stock items
• Better stock control, more accurate ETA on shipments
• Better customer service and communication
• Future features: we will be able to offer terms, backorders, custom orders

FAQ

What will happen to my current order

We will process it super fast as usual. We just may contact you from a different email address if we have any comments or questions.

Where do I see my previous orders?

You will not be able to access order history before November 2020, we will keep a record and provide upon request.

My promo code/coupon code doesn’t work? (can’t find a where to use)

Promotional codes of any kind will not work immediately. This feature will be implemented in December 2020. Please place your order and contact us, we will apply manually and refund the difference.

I had a store credit, I don’t see it anymore.

Store credit will be kept and monitored on the back-end only. If you have a credit with us, we will notify you. Please place your order and contact us, we will apply manually and refund the difference.

I had a gift card, how do I use it

Gift cards will be honoured but will not work online. Please place your order and contact us, we will apply manually and refund the difference.

I had many items in my cart and/or wishlist

Wishlist will not work, and older lists will disappear. A new wishlist feature will be implemented in a couple of months.

I see more items on the website now, but they are out-of-stock

This is a new feature to show better transparency. The old site automatically hid all out-of-stock products so you could not see what we carried and currently out. This will change, the new site will display the out-of-stock products at the bottom of the list. So you can see the entire catalogue, even out-of-stock products.

I see prices in USD, how do I change to CAD?

There are now 2 sites, and stonebridgeimports.ca for Canada and stonebridgeimports.com for the USA. You can change between them with the links in the menu or the footer. This is mainly to help our customers in the USA so that they can make orders in their home currency. For Canadians, nothing changes.

How do I check out and pay via Interac e-tranfer?

We are working on adding an offline/pay later function on the website in the next few days. In the mean time,add to cart go almost to the end of check out and send us a message. We can see in the back end and approve the order for you. You will then get the order confirmation email so you can pay via Interac e-transfer.

Free Shipping

The free shipping policy has changed. The main reason to change our system is to provide better service to our customers. Part of this great service is to offer free shipping; we will continue to do so but under different calculations.

Before some items were never able to ship for free (most salt and soapstone products) because they are heavy and inexpensive for the weight. With the new better system, you will get a more fair calculation. Shipping cost for every order is always based on weight and destination, to keep it fair we calculated some free shipping rules that make sense for customers and allows us to continue to offer great prices on products. Some items even tho they are heavy will ship for free sometimes depending on the total weight and value of the order, See below the rules and some examples. All of this will be automatically and fairly calculated at checkout so you don’t have to a thing.

Ontario
- Free shipping on orders over $50 that are less than 10 lb
- Free shipping on orders over $200 that are less than 40 lb
- 50% discount on the shipping cost for heavier orders over $200

Other Provinces and USA (continental)
- Free shipping on orders over $100 that are less than 10 lb
- Free shipping on orders over $400 that are less than 40 lb
- 50% discount on the shipping cost for heavier orders over $200

Example 1 - 9 bags of tumbled stones
- Order $70 and weights 9 lb
- Ontario = FREE
- Other Provinces and USA (continental) = actual shipping cost

Example 2 - 9 bags of tumbled stones + 5 small salt lamps
- Order $300 and weights 35 lb
- Ontario = FREE
- Other Provinces and USA (continental) = 50% of actual shipping cost

Example 3 - 20 bags of tumbled stones + 2 small salt lamps
- Order $450 and weights 35 lb
- Ontario = FREE
- Other Provinces and USA (continental) = FREE

Example 4 - 20 small salt lamps
- Order $205 and weights 100 lb
- Ontario = 50% of the actual shipping cost
- Other Provinces and USA (continental) = 50% of actual shipping cost

Territories and remote locations
- Actual shipping cost