Special Notice: Canada Post Volumes are increased due to COVID restrictions and volume, they are shipping higher than Christmas time levels, due to this there are no shipping standards and we are unable to tell you how long it will take to get your package, some customers have gotten their shipments next day some are 3 weeks later, even the courier companies are backlogged.
We apologize to our customers who are inconvenienced by this.
Shipping & Returns
Our 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), * note no order combining and ceramic and glass drinkware excluded from qualifying purchase total and extra shipping charges will apply. Remote areas of Canada will also be subject to customers paying for half of the shipping costs. RQC Supply (previously Ribbon Queen Canada) offers Canada Wide shipping
Our Canadian shipping rates are depicted in the graphic. We do have the option of UPS shipping as well and 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 priority or UPS shipping it will not ship free due to increased costs to send via courier.
American orders are shipped via first class with tracking unless there is sufficient postage to be shipped Priority. Single orders over $150 CAD * excl apply are shipped free for Canadians / Americans. (Calculated on order Total BEFORE Taxes).
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 shop in Woodstock, Ontario. We do not have a storefront set up but are working on it. All orders are completed through the website. At check out choose in-store 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. Note: if you accidentally pay for shipping when you are picking up an order we will be issuing a store credit(coupon) to be used on your next order, please make sure to check the box at checkout as it's normally set for shipping.
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. 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.
Shipments RETURNED to Sender
Should your package be sent as addressed on your order and there was a typo and the package was sent back to us return to sender the sender will be responsible for the original shipping costs as well as the return shipping costs and a restocking fee shall the customer not want to pay to have the order reshipped. Otherwise there would be 3 shipping fees due the cost to ship to and from as well as back to the customer. Should a package arrive later then you were expecting and you send it back to us RETURN TO SENDER you will be responsible for the shipping charges to you as well as return shipping costs and a restocking fee, during COVID there is increased processing times to allow the shipments through the system and need to plan accordingly. Unfortunately once the package is in the system the delivery schedule is out of our control and there is no current delivery standards.