Shipping & Returns Policy

1. Production Time

Production timing depends on the selected product, material and production route. A dispatch estimate applies only when it is supported for your selected configuration. Payment, complete required information and any required proof approval are prerequisites. Carrier transit is separate and starts after dispatch.

Payment, creating a proof or placing an order in a queue does not mean manufacturing has started. We record production start when the actual manufacturing workflow begins. A published estimate is not a guaranteed delivery date.

2. Shipping Methods

Available delivery methods and their charges depend on the product, destination and checkout eligibility. The available method and final charge appear at checkout before payment.

• Shipping: We use Canada Post or a commercial courier as appropriate to the package and destination.
• Express or pickup: Available only when explicitly offered for the selected order; do not assume either is available.

3. Carrier Transit Estimates

Carrier transit begins after dispatch. The carrier's service and destination determine its estimate; no universal transit window or guaranteed arrival date applies to every order.

Carrier tracking, when available, provides the current shipment estimate.

4. Shipping Costs

Current Canadian order-value shipping rates in our online checkout:

• C$9.99 when the qualifying order value is below C$35
• C$12.99 from C$35 through C$149.99
• Free shipping at C$150 or more, including exactly C$150

Shopify calculates the qualifying order value and shows the final available delivery charge before payment. Rates for other destinations or services, if available, are shown at checkout.

5. Order Tracking

You will receive a shipping confirmation email with a tracking number once your order ships. Track your package via Canada Post or the courier's website. If your dispatch confirmation does not include tracking information, contact us at info@compliancelettering.ca.

6. International Shipping (USA)

International availability, delivery methods, charges and applicable duties are determined for the destination before payment. No universal U.S. delivery time is promised. Important:

• You are responsible for any customs duties, brokerage fees, or import taxes imposed by U.S. Customs
• We declare the full value of the shipment as required in some cases
• Delivery delays may occur due to customs clearance

7. Undeliverable Packages

If a package is returned to us as undeliverable due to an incorrect address, refusal of delivery, or failure to retrieve from the post office:

• We will contact you to arrange reshipment
• We will explain any applicable reshipment charge before a new shipment is arranged
• We will review the order and applicable rights before deciding how to resolve an unclaimed return

1. Defective or Damaged Products

If an item arrives damaged, defective or different from your order, contact us so we can review and make it right. For prompt review:

• Please report the issue within 14 days of delivery at info@compliancelettering.ca where practical
• Provide your order number and a photo of the defect or damage
• We will review your claim and issue a replacement if verified

The 14-day request is not an automatic rejection deadline and does not limit applicable legal rights. Any approved correction or replacement is provided without charging you for our error.

2. Production Errors (Our Fault)

If we produce an incorrect order due to an error on our part (e.g., wrong colour, wrong size, incorrect text based on our design proof), we will remanufacture and ship the correct product at no charge. You are not required to return the incorrect product.

3. Customer Errors (Not Covered)

For personalised work after production begins, these reasons alone do not create a change-of-mind return:

• Incorrect information provided by customer: Wrong registration number, misspelled company name, incorrect dimensions, etc.
• Change of mind: You no longer want the personalised product after manufacturing begins
• Application errors: Decal damaged during installation, applied to a dirty or unsuitable surface, or removed and repositioned
• Normal wear and tear: Ordinary wear alone is separate from a product defect

This list does not exclude defective, damaged or incorrectly supplied goods, or any applicable legal right. Please check your custom text, numbers, dimensions and colour selections before approving a proof.

4. Refund Window and Method

If a refund is issued (e.g., order cancelled before production, duplicate charge, pricing error):

• Refunds will be issued to the original payment method
• Processing time: 5-10 business days after approval
• A full cancellation refund before personalised production starts includes the amount paid for that order, including its delivery charge

5. Cancellations

Personalised work can be cancelled for a full refund before actual manufacturing begins. Payment, proof creation, approval and queue entry do not by themselves start manufacturing. After manufacturing begins, a change-of-mind cancellation is unavailable for personalised work; defects, incorrect supply and legal rights remain separate. Contact info@compliancelettering.ca promptly with your order number.