Last update: July 09, 2021
How long will it take to 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 shipping method. If you choose standard shipping, and you live in Quebec, your order will be delivered within 5 to 10 business days of shipping. 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 dispatch. Note that standard shipments do not have a tracking number. Note that deadlines may change depending on the period and 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 the time of payment. So there is no tracking number with standard delivery. If you want to get a number to track your order, you need to 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 of our website.
My order has been shipped but I never received it, what should I do?
First, make sure that the delivery address entered in the shipment 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 Canada Post's deadlines are significantly exceeded (more than 10 business days), please contact our customer service by email at email@example.com. It will be our pleasure to find a solution for you.
RETURNS AND EXCHANGES
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: firstname.lastname@example.org.
How do exchanges work?
In order to know the procedures for exchanging a product, and to find out if we accept your exchange, please contact us by email at: email@example.com within 60 days of purchase.
When will I receive my refund?
We usually do not issue refunds since each sale is final. If, for any reason, we have promised you this option, you should allow 48 business hours for your banking institution to apply the refund to your original payment method.
Do you offer a warranty on your products?
Sure! All of our personalized products come with a one year warranty. If any of these breaks or experiences unusual color loss, please contact us by email at firstname.lastname@example.org. Note that scratches caused by normal wear and tear are not covered by our product warranty.