Shipping & ReturnsOur Shipping & Returns Policy
* Please note that some locations may be subject to an additional $2.00 fuel surcharge even on free ship orders.
We only ship to Canada and the USA. No international shipping beyond these locations
Single orders over $150* qualify for free shipping (Calculated on order Total BEFORE Taxes and sent Canada Post Expedited comp up to $30.00 remainder will be invoiced), * note no order combining. Ceramic, glass drinkware, photo slate, tiles, heat presses, sublimation printers, cutters, and pillow inserts are excluded from qualifying purchase total and extra shipping charges will apply. RQC Supply (previously Ribbon Queen Canada) offers Canada Wide shipping, we no longer ship free to the NWT, YK, NS or NFLD.
Our Canadian shipping rates are depicted in the graphic. We do have the option of Courier live shipping - you will see the live rates posted based on your cart products weight as well as your shipping location in relation to ours in Woodstock, Ontario (we reserve the right to choose the method of shipping; ie ship with Dicom, Purolator, Fed Ex, CanPar) We can only use Canada Post to ship to PO Boxes. Should you choose xpress post, priority or courier shipping it will not ship free.
American orders are shipped via first class with tracking unless there is sufficient postage to be shipped Priority. Live shipping rates will be charged for all orders, no free shipping.
Remember, if you are located in the USA there is a 3 day processing time to allow us to prepare your order, have it picked up by a courier and dropped off at our Broker - to import your order into the USA (at the Niagara Falls Post Office in New York State. With this process we are bypassing the wait at Customs and keep shipping costs low via USPS - keep this in mind as the tracking number you receive is not going to show any activity for a few days while it's in transit within Canada, once it arrives in the USA it will show you activity. NOTE: US orders under 800 will be duty-free- we are not responsible for customs fees.
Please allow sufficient time for orders to be shipped by the American and Canadian Postal systems, especially around holiday time. Please note that we are not responsible for lost or misdirected packages.
We offer the ability to pick up from our location in Woodstock, Ontario. We do not have a brick and mortar store but we are actively working on setting this up. All orders are completed through the website. At check out choose Woodstock pick-up and we will email you when the order has been processed and is ready to pick up, we currently are unable to offer same day pick up.
EFFECTIVE SEPT 25 2020 there will be NO returns or refunds due to the COVID Numbers increasing *Returns must be made within 5 days after your order receipt. Please contact us within this time frame. Note: We are unable to accept the return of goods that have been decorated or altered. It is the customer's responsibility to inspect all merchandise for correct style, colour, and size prior to decorating or altering in any way.*
Ribbon and Vinyl are sold by the yard, therefore, are not eligible for an exchange/refund once cut, it also applies to clothing unless you receive an incorrect or defective item, at this point, we will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within two weeks, in many cases, you will receive a refund more quickly. This time period includes the time it takes us to process your return, and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Email Us with your order number, receipt, pictures, tracking number, and about the product you would like to return. We will respond quickly with instructions on how to return items from your order if necessary.
Changes to an order after fulfillment (before shipping/pick up) are subject to a restocking fee of 5%, this refund minus the restocking fee is applied via store credit. Otherwise a restocking fee of 15% for refunds made via the original payment method. Note: If your order qualified for free shipping and with the return, you no longer have hit the 150 free ship threshold this will be subtracted from the money refunded back to you.
Mugs/Fragile Items Damaged in Shipment
Contact us right away if any product arrives damaged, for Mugs and ceramic goods we will give you a store credit for product damaged in shipment as no courier offers any compensation for fragile items in shipment, extra shipping charges will not be refunded on these items, you are accepting of this policy when you purchase it for shipping, local pick up is an option in Woodstock, Ontario.