ORDER CHANGES, REFUNDS AND CANCELLATIONS
- I’ve changed my mind about the colour or paper I selected, can I change my order?
Any changes to your order must be received within one hour of placing your order. Any requests to make changes after this time will be reviewed on an individual basis.
Any requests to cancel your order MUST be received within one hour of placing your order. Cancellations cannot be made after you have selected your custom paper background and your layout custom orders has been provided.
- What is your refund policy?
Our refund policy is dependent on the item purchased. All custom/personalized* items and sale items are non-refundable. All other items may be returned in their original condition**. Buyers are responsible for return shipping costs as well as a 25% restocking fee. Original shipping fees are NON REFUNDABLE.
If you have any concerns with your custom/personalized item, please contact Timeless Notions via email firstname.lastname@example.org to discuss in more detail.
*Custom/personalized items are anything made to order with your personalized information (names, dates, etc.) or choice of colours.
**If the item is not returned in its original condition, the buyer is responsible for any loss in value.
- My product arrived damaged can I exchange it or receive a refund?
If you received your items and they were damaged, please notify Timeless Notions as soon as possible but no later than three business days from receipt. Upon receipt of your damaged items please take pictures to document any damage done to the packaging and items. Decisions for next steps will be determined on an individual basis.
FINISHED PRODUCTS AND MATERIALS
- Will the colour of my finished product be exactly as shown on the screen?
Colours shown on your computer screen may vary from the actual product due to monitor calibration. Please allow for slight variances from what is shown.
For some wood products, there will be some colour difference from the paint sample shown as all wood grains absorb paint differently. Colours have been shown as close as possible but the finished product may show some variation.
For wooden letters, due to the laser cutting process, some colours may bleed and could result in some slight discolouration on the outside edges.
- Are some of the wood markings visible on the finished product?
The wood grains, knots and markings will be visible even when painted. These natural wood markings add character to your product and helps to make each item we craft unique.
A natural characteristic of wood is its reaction to temperature and that it may contract in colder weather and expand in warmer weather. As this is a natural characteristic of wood, it is not considered as a defect.
- What type of wood do use for your products?
All wooden lettering and signs are created from birch wood.
- Is hardware included to hang the products on my wall?
No hanging hardware is provided. Some recommended products to hang your item includes 3M Command Strips. Please contact Timeless Notions via email email@example.com if you have any questions about hanging our products.
- Will I get to see my design for approval?
The website has Personalize It feature which enables you to choose the font styles and colours during the order process. You will be able to type the name and see how it will be created in your font choice. If you chose font style 6, 21 or 27 you will receive an email with your final design copy within 48 hours of placing your order. As the buyer, you are responsible for replying to this email within 24 hours. If we do not hear back from you, your design will be considered approved.
- Who owns the rights to the images of the items Timeless Notions creates?
Timeless Notions holds the copyright to all items created and the images on our website, and any new images which are updated as new items are created.
SHIPPING TIMES AND OPTIONS
- What do you mean by turnaround time?
Turnaround time, is how long it takes Timeless Notions to process your order and have it prepared for shipping.
*Business days do not include Saturday, Sunday or statutory holidays in Ontario, Canada.
- Will there be additional fees for customs or import taxes?
International buyers are responsible for any customs and import taxes that may apply. Timeless Notions is not responsible for delays due to customs.