Shipping policy
1. Where we ship
Canada and the United States only.
We do not ship to:
- Any other country
- Post office boxes
Use a physical street address at checkout. A P.O. box or an address outside Canada/the U.S. will be cancelled and refunded, or held if production has not started and you send a valid address.
2. Processing time
Items are made in Kirkland Lake, Ontario. Production is an estimated 3–5 business days after the order is placed. That is an estimate, not a guaranteed ship-by date.
Business days are Monday–Friday, excluding Canadian statutory holidays. No processing or shipping on weekends. Holiday changes will be posted on the site.
Once production has started, the order cannot be changed or cancelled. Email support@etchandglow.ca immediately if you need to stop an order before we begin.
3. Methods and transit
Carrier: Canada Post — Regular Parcel or Xpresspost. Options and price are calculated at checkout.
After the item ships, transit is typically 5–10 business days, depending on service and destination. That does not include production time. Plan on about 8–15 business days from order to delivery.
These are Canada Post estimates. Weather, customs, peak season, and remote areas can add time. Once the package is with Canada Post, carrier delays are outside our control.
4. Cost
Shipping is paid by the customer. No free-shipping threshold. No signature required and no extra insurance.
5. Tracking
We email tracking when the item is ready to ship. If you have no tracking within 7 business days of ordering, email support with your order number.
6. Delivery address
We ship only to the address entered at checkout. We cannot edit it after you order.
Wrong address — email support as soon as you can:
- Production not started: we cancel so you can place a new order with the correct address
- Production started or already shipped: handled case by case; a redirect is not guaranteed
You are responsible for a complete street address, including unit number.
7. U.S. duties and taxes
Shipments from Canada to the U.S. may be charged duties, taxes, or brokerage by customs. Those charges are the customer’s responsibility and are not included at checkout. Refusing a package because of duties does not cancel the order.
8. Lost or “delivered but missing”
Check the delivery area and the tracking address, then email support@etchandglow.ca with the order and tracking numbers. We work with Canada Post and handle the outcome case by case (investigation, remake, or another remedy). Because we do not add signature or extra insurance, some results depend on what Canada Post can confirm.
9. Failed delivery or refusal
If Canada Post cannot deliver or the package is refused, contact support. We pay to reship the same custom item to a valid Canada or U.S. street address. We still will not reship to a P.O. box or another country.
10. Damaged on arrival
Same as the return policy. Email support within 7 days of delivery with the order number and photos of the product, damage, packaging, and shipping label. After we confirm damage, we remake or refund. Keep the item and box until we review the claim.
After-delivery damage is not covered. Spelling that matches what you submitted or approved is not covered.
11. Hours
Monday–Friday, regular business hours. Weekend orders join the queue the next business day. Holiday notices go on etchandglow.ca.
12. Contact
Etch & Glow
Kirkland Lake, Ontario, Canada
P2N 2N6