fbpx

Customer FAQs

Frequently Asked Questions

What our customers want to know.

What is your Shipping Policy?

SHIPPING POLICY

We currently ship worldwide.  Shipping rates vary based on the destination and product type(s) ordered.

  • We offer free shipping in the lower mainland on any orders over $125
  • Orders less than $125 or outside the lower mainland are shipped via Canada Post and normally take 3-5 business days.
  • A tracking number is sent to the email used to place the order.

Rush Orders are accepted however, additional costs apply. Shipping on Rush Orders are shipped within 48 hours based on availability. 

Customs & Import Taxes – All customers are liable for any import or customs taxes at their end.

How long does it take for your products to be made?

PROCESSING & DELIVERY:

  • Most of our products are “made to order” and may take up to 3 days to process.
  • Orders are shipped via Canada Post and normally take 3-5 business days.

Orders placed from Monday to Friday will be shipped within 3 business days after the day the order was placed depending on the product and availability of source material.  

Do you provide rush orders?

Rush Orders are accepted however, additional costs apply. Shipping on Rush Orders are shipped within 48 hours based on availability.

Please note: a rush fee and increased shipping costs will apply.

What is your Refund Policy?

RETURNS POLICY

Please make sure you are 100% committed to your purchase as we cannot accept returns, exchanges or cancellations on personalized items, unless we made the error. If we made a mistake with your order, please contact us immediately and we will promptly find a solution to fix our mistake or rectify the matter.

By purchasing you agree to the above policies. 

If we made an error or delivered a defective item, please complete the following steps:

  • Send an email to [email protected] with the subject “Return Request (Order#)” within 7 days of receiving your order.
  • List the item(s) to be returned and the quantities
  • Attach a photo of each defective item. Photos must be clear and show the full item and a zoomed in photo of the defects.
  • Note the reason for your return (ie. incorrect item received/defective item)
  • A return approval number along with the return label will be sent to your email
  • A replacement item will be made and delivered to you on a priority bases at no additinal cost to you.
  • Any refund due will be credited back to the original payment method after 3 to 5 business days of receiving the item.
0