Customer FAQ

We’ve put together this list of the most frequently asked questions (FAQs) that shoppers ask us.... 

How Do I Pay For My Order?

Online Payment

Our website will direct you to paypal where you can enter your credit card information when you check out. Signing up for a Paypal account is not necessary.

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 Toll-free 1-800-567-4416 ext. 1
Hours: Monday to Saturday 10:00 am – 5:00 pm A.S.T.

What if I don't like what I receive?

Aitkens Pewter guarantees its products and wants you to be satisfied with your purchase. If you wish to return something, send it to:

Aitkens Pewter
698 McLeod Ave
Fredericton, NB
E3B 1V5
Canada

We will issue store credit or process an exchange for the full value of your order, less the shipping fees. If you’d like to exchange an item or have it repaired and the mistake is ours, we will also pay your shipping costs. 

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 much can I expect to pay for shipping?

At "Checkout" we will automatically calculate the shipping and handling costs for you, and add it to your total. Get an idea of our shipping costs ahead of time by looking at our shipping guide.

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? 

 If you have selected a tracked shipping option at check out, you should receive a tracking number to your email when the item has been shipped (approximately 1 to 2 business days after ordering if the item is in stock). Tracked shipping includes Canada Post Express, Priority and Expedited within Canada. US and International shipping has one tracking option with Canada Post if selected. 

Prime shipping within Canada does NOT come with tracking. Learn more about our prime shipping here. 

My order hasn't arrived yet. What do I do? 

 Due to the COVID-19 pandemic, there have been extensive delays in shipments of packages through our regular post carrier. We are still fulfilling shipments within 1-2 business days, however delays after the package has been brought to the post office is expected. For Canadian customers, this delay is often 3 to 5 business days more than expected delivery, for customers in the US, shipping delays of over 7 business days past expected delivery seems to be the norm. International packages may take several weeks before arrival. 

Once a shipment has left our facility and it is in the hands of the post office, we ask that you please watch your tracking number carefully for the best updates as to when the shipment will arrive. We urge you to please choose tracked shipping options when available if you are concerned about any shipping delays, if you need your items by a certain date or are shipping outside of Canada. If you have any questions regarding shipping or have trouble tracking your order, please don't hesitate to reach out. 

If you have not received your order within 30 business days, contact us and we will send you another. 

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 our toll-free number at 1-800-567-4416. 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.