Shipping & Returns
Our Shipping & Returns Policy
* Please note that some locations may be subject to an additional $2.00 fuel surcharge.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Orders over $150 qualify for free shipping (Calculated on order Total BEFORE Taxes and sent Canada Post Expedited). 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. International Orders are sent via Light Packet. Orders over $150 CAD are shipped free for Americans, shipping rates apply for International Orders (Calculated on order Total BEFORE Taxes).
Remember, if you are located in the USA or Internationally there is a 3-5 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, International orders beyond the USA will incur a customs fee, contact your country to find out the charges ahead of time - 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 home in Woodstock, Ontario. We do not have a brick and mortar store. All orders are completed through the website. At check out choose instore 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.
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 Contact Us with your order number and details 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 fulfilment (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.