FAQs


General

Are Sadelmager goods made in Canada?

Yes, we can proudly say that every single aspect of production is completed in our small-site facility in Rosemont, Ontario.

What makes you different from other manufacturers?

We are a father-daughter team of leather workers who specialize in handcrafted leather goods. While we are unable to accomodate large scale production (so far), we pride ourselves as artisans. Each item is produced in small batches, starting in a sketchbook, patterned and created by our own hands. This makes each item unique by their make straying from the run-of-the-mill factory product.

 

How do your prices compare to other brands?

Our prices are affordable and competitive to other artisan handcrafted brands. We want our products to be accessible to the everyday person while still maintaining luxury brand quality. We do this by cutting out the middle-man, controlling our own production and avoiding more frivolous expenses like an expensive storefront.

Can I request a custom order?

Yes, you certainly can. If you see a product you like but are interested in a different colour or size, or perhaps need customizations in straps or pockets, we are very happy to accomodate. In this process we appreciate you understand how much time and effort goes into creating a new pattern and in accounting for extra material meaning your project will take longer and cost more. We also offer stamping of your initials at no extra cost and custom engravings at cost.

 

Where can I purchase Sadelmager products?

Sadelmager is available through our online store, in our Rosemont site by appointment, and through our select stockists.

 

What is your privacy policy?

The protection of customer information is important to us at Sadelmager. We do not sell your information to outside companies or third parties. All purchasing and transaction information is protected through our website and transaction providers.

 

 

Materials

What type of leather do you use?

We use vegetable tanned leathers, primarily English bridle and harness leather depending on the project. Learn more about our leather and selection process.

 

What type of hardware do you use?

We use solid brass and stainless steel hardware unless otherwise specified. Learn more about our hardware and selection process.

 

Where are your supplies sourced?

All our suppliers are based out of Canada and the U.S. We work hard to ensure their materials are created within North America, opting for Canadian and American whenever possible. Quality, social and environmental impact are our biggest priorities when choosing any of the materials we work with.

 

 

Shipping and Returns

How are shipping costs determined?

Shipping costs are determined by weight using Canada Post and are in addition to the cost per item unless otherwise specified at checkout. Purchaser is responsible for any customs and duties costs which incur.

 

Do you ship outside of Canada and the U.S.A.?

Yes we do! We calculate the shipping costs on a per case basis to ensure we get the lowest price possible for you. Please keep in mind although we search for the lowest price possible, international shipping from Canada is quite costly. Please e-mail us for order inquiries outside of North America.

 

What is your return and exchange policy?

We want you to love your Sadelmager piece. They are made in small editions to ensure the finest quality. If you are not completely satisfied, you can return it to us for an exchange, store credit or refund within 30 days of purchase for in store purchase or 45 days for online purchase to account for time for shipping. Clearance, prototype and customized pieces are not entitled to exchange. All items must be returned unused. If an item is sent back and is damaged in any way, we reserve the right not to refund the return. All exchanges must be sent back within 45 days of the original ship date for an exchange or store credit. We promise to exchange the item or refund in full, minus shipping costs, and 10% restocking fee (to help offset administrative and production costs). We do not refund original or return shipping costs. In the case of customs, purchaser is responsible for customs. We do not include this cost in shipping. When returning an item, we recommend you insure the item and/or use a tracking number. We are not responsible for missing packages. We will process your exchange or refund within 10 business days after we receive the item. We will notify you by email when the exchange or refund is processed.

 

How do you handle lost packages?

All items are made to order. As a result, please allow up to 6 to 8 weeks for shipment of product. All packages we ship are insured. We are not responsible for filing any claims that a package was not received. This is the buyers responsibility. Customer is responsible for any customs charges or fees that may be incurred by shipping to an international destination.

 

What is your replacement and repair policy?

For replacement or repaired items please allow a 6-8 weeks for your item to be sent to you. We work with batched items on a queue, and so we have to adjust for additional items added in. We will work as hard as possible to get your item back to you as soon as possible. We are a small business operation with limited capacity, workers, and resources. We are reasonable and understanding people, and ask the same of our customers. We are not a large factory with a host of employees, inventory, material, and machinery. Most of our items are made to order, and are handcrafted in small batches. Each item is carefully made just for you, and involves lots of time, energy, and money. We ask that prior to purchase you ensure you've done your research to know what item you want, the customizations you'd like, and are understanding of the artistic and handcrafted nature of our items.

 

What is your warranty?

At Sadelmager our biggest priority is quality and you have a great customer experience. Our products are guaranteed for defect in materials and crafts(wo)manship through diligent creation in small batches. Warranty covers defective leather, hardware, material and manufacturing. It does not cover neglect, misuse, staining, or the natural patina process. The nature of working with a medium like leather is the subtleties in the range of variation in colour, grain, markings, finish and texture between each hide. Please allow and expect some of these natural markings and variation in our items.