We’ve put together this list of the most frequently asked questions (FAQs) that shoppers ask us.
How much does shipping cost?
Canada — $15 flat, and free on orders of $125 or more.
Every Canadian order ships for a flat $15, whatever is in it and wherever it is going. Orders of $125 or more ship free.
United States — $15 USD flat, and free on orders of $200 USD or more.
The same idea: one flat rate, and free once your order reaches $200 USD.
Everywhere else — international shipping is calculated at checkout based on where your order is going and what is in it. You will always see the exact cost before you pay.
I'm in the United States. Will I pay duties or customs fees?
No. Our US prices include import duties, so there is nothing extra to pay when your parcel arrives.
How Do I Pay For My Order?
Online Payment
Our website will direct you to enter your credit card information when you check out.
Traditional Payment
Even though statistically, it’s much safer to use your credit card on the Web than in a physical store, we understand that not everyone is comfortable with the idea. So, you may also order by doing the following:
Phone 1-506-453-9474
Hours A.S.T.: Monday to Friday 9:00 to 5:00. Saturday and Sunday closed.
What if I don't like what I receive?
Aitkens Pewter guarantees its products and wants you to be satisfied with your purchase.
Ordered online? Return it within 30 days and we will refund the full value of the item. Shipping charges are not refunded. If you would rather have an exchange or store credit for the full value, just tell us which you prefer when you send it back.
Bought in our Fredericton store? In-store purchases can be exchanged or returned for store credit.
Send returns to:
Aitkens Pewter
698 McLeod Ave
Fredericton, NB
E3B 1V5
Canada
If the mistake is ours — a wrong piece, or one that arrived damaged — we will cover the shipping both ways for a repair or an exchange.
Can I ship my order to a third party?
Yes, simply fill out the address under the “Ship to” portion. We can also gift wrap your purchase on request.
How long can I expect to wait for an order to ship?
We start processing retail orders as soon as we receive payment. If the item is in stock, we will ship it within one business day. If the item is not in stock and must be made, we’ll contact you and get it to you as soon as we can.
Custom orders vary so it’s best to talk to our sales staff about delivery dates.
Does my order come with tracking?
Yes. You will receive a tracking number by email once your order has shipped — usually one to two business days after ordering if the item is in stock.
My order hasn't arrived yet. What do I do?
Once a shipment has left our workshop it is in the hands of the carrier, so your tracking number is the best guide to where it is. If you have any trouble tracking your order, or it is taking longer than you expected, please get in touch — we would rather hear from you early than late.
If you have not received your order within 30 business days, contact us and we will send you another.
If you need something by a particular date, tell us when you order and we will let you know honestly whether it can be done.
How do you clean pewter?
If you have a polished (shiny) finish, you can brighten up dullness by using a jeweler's rouge cloth. We use Fabulustrue cloths, but most rouge cloths can be found at hardware stores or jewelry stores.
If you have a satin (matte) finish, scratches and dullness can be buffed out using a scotch brite pad or scouring pad. Be sure to rub the pad with the grain on the pewter piece.
If you have a satin OR a polished finished piece, regular cleaning after wear or use involves washing with warm water and a gentle soap. Jewelry and items not in contact with food/drink can also be washed with Windex and paper towel. Do not put your pewter in the dishwasher!
If you find you can't get the right shine on your Aitkens products, bring it into our shop and we will clean them for free.
Do you repair broken items (jewelry, tableware, etc.)?
We guarantee our products for life so if you have a broken piece that is Aitkens, please return it to us and we will repair, clean or replace as necessary. There is no cost associated with repair of our own products. If shipping is required, it is the responsibility of the customer.
Non-Aitkens repairs begins at $37.50/hour of labor and repair pricing is dependent on materials, extent of damage and complexity of the work. We repair pewter only and may refuse a repair if we feel it cannot be done.
We do NOT repair or clean silver, gold or other metals.
We do have necklace chains for sale that can be purchased separately from our pendants if you have a non-Aitkens piece of jewelry. They are $5 each and can be cut to size. *In store only
Can you do engraving?
Yes! We love to add a custom touch to your perfect gift. However, we only engrave on Aitkens Pewter products. We engrave by hand and due to the nature of our hand-held engraving machine, we cannot guarantee that our engraving will be free of mistakes. If it is our own product, we are able to easily recycle the piece and engrave a new one or buff away the previous engraving to start again.
How can I learn more about Aitkens Pewter's Business and Fundraising Programs?
Call us at 506-453-9474. We’d be more than happy to answer your questions and/or send you one of our brochures.
Internet security & your privacy
Aitkens Pewter does not share personal information of its customers with any third parties. Personal information collected through sales and communication is stored securely and never shared or sold.
You may be required to provide personal information to us when ordering a product. You will know when this information is being collected because you will be asked to complete and submit a form. We need this information to deliver products to customers, provide customer support and/or to administer customer accounts.
We also automatically collect other information by way of electronic means, such as the Internet domain name of the location from which you entered the site, and whether you're browsing on a phone, tablet, or computer. This information is collected anonymously and does not get traced back to you. We will use this information to tailor our web site to better meet our customers' needs and preferences.