Shipping policy

How soon will I receive my order?
Your personalized product is designed especially for you. Thus, following your order, we expect, on average, a production time of 5 to 8 working days in addition to standard orders of non-personalized products or a processing time of 1 to 5 working days depending on traffic. Once production is complete, your order will be shipped using the selected delivery method. If you choose standard shipping, and you live in Quebec, your order will be delivered within 5 to 10 business days, following shipment. For the rest of Canada, allow 6 to 12 business days for delivery. If you choose express delivery, your order will arrive within 3-6 business days of shipment. Note that standard shipments do not have a tracking number. Note that the deadlines may change depending on the period and the traffic.



Where can I find my tracking number?
Note that a tracking number is provided to you only if you have chosen express delivery at checkout. So there is no tracking number with standard delivery. If you want to get a number to track your order, you must choose the express delivery method. You will find your tracking number in the email confirming the shipment of your order, or in the "My Account" section on our website.



My order was shipped but I never received it, what should I do?
First, make sure that the delivery address entered in the shipping confirmation email does not contain an error. Be aware that it is possible that Canada Post delivery times are longer than expected or that your order has simply been lost. If your address is correct and the Canada Post deadlines have been exceeded (more than 10 business days), please contact our customer service by email at info@akuadesign.ca. It will be our pleasure to find a solution for you.

 

What is the return policy?
Each sale is final. However, it is possible to change the model or design within 60 days of your purchase if the product has not been used. This does not apply to non-personalized products. These are neither exchangeable nor refundable. If you would like to know the procedures for exchanging a product, please write to us at: info@akuadesign.ca.

How do exchanges work?
In order to know the procedures to exchange a product, and to know if we accept your exchange, please contact us by email at: info@akuadesign.ca within 60 days of purchase.

When will I receive my refund?
We usually do not issue refunds as each sale is final. If for some reason we promised you this option, it may take 48 business hours for your bank to apply the refund to your original payment method.

Do you offer a warranty on your products?
Sure! All of our custom products come with a one year warranty. If any of these break or experience unusual color loss, please email us at info@akuadesign.ca. Note that scratches caused by normal wear and tear are not covered by our product warranty.