Shipping & Returns Policy

1. Fast Turnaround

We manufacture custom vinyl decals to order. Orders placed before 2:00 PM Eastern Standard Time (EST) on business days (Monday–Friday, excluding statutory holidays) are produced and shipped the 1-2 business days.

Orders placed after 2:00 PM EST or on weekends/holidays are produced on the next business day.

2. Shipping Methods

We ship via Canada Post and commercial courier services (Purolator, UPS, Canpar) depending on destination and package size:

• Standard Shipping: Canada Post Tracked Packet or Expedited Parcel
• Express Shipping: Priority courier (available at checkout for urgent orders)
• Local Pickup: Available by appointment at 248 Port Colborne Drive, Port Colborne, ON L3K 2M5

3. Delivery Timeframes

* Timeframes are estimates from ship date and may vary due to carrier delays, weather, remote locations, or customs clearance.

4. Shipping Costs

Shipping costs are calculated at checkout based on:

• Destination postal code
• Package dimensions and weight
• Selected shipping method (standard or express)

Free Shipping: Available on orders over $150 CAD to most Canadian addresses (excluding remote/rural areas). Free shipping applies to standard delivery only.

5. Order Tracking

You will receive a shipping confirmation email with a tracking number once your order ships. Track your package via Canada Post or the courier's website. If you do not receive tracking information within 2 business days, contact us at info@compliancelettering.ca.

6. International Shipping (USA)

We ship to the United States via Canada Post International or commercial courier. Typical delivery is 5-7 business days. Important:

• You are responsible for any customs duties, brokerage fees, or import taxes imposed by U.S. Customs
• We declare the full value of the shipment as required by law
• Delivery delays may occur due to customs clearance

7. Undeliverable Packages

If a package is returned to us as undeliverable due to an incorrect address, refusal of delivery, or failure to retrieve from the post office:

• We will contact you to arrange reshipment
• Reshipment fees will apply
• If no response is received within 30 days, the order is considered abandoned and no refund will be issued

1. Defective or Damaged Products

If you receive a product that is defective, damaged in transit, or does not match your order specifications, we will replace it at no charge. To request a replacement:

• Contact us within 14 days of delivery at info@compliancelettering.ca or (289) 228-7021
• Provide your order number and a photo of the defect or damage
• We will review your claim and issue a replacement if verified

Replacement products will be shipped at no additional cost via the same method as your original order.

2. Production Errors (Our Fault)

If we produce an incorrect order due to an error on our part (e.g., wrong colour, wrong size, incorrect text based on our design proof), we will remanufacture and ship the correct product at no charge. You are not required to return the incorrect product.

3. Customer Errors (Not Covered)

The following are not eligible for refund or replacement:

• Incorrect information provided by customer: Wrong registration number, misspelled company name, incorrect dimensions, etc.
• Change of mind: Customer no longer wants the product, chose the wrong colour, or ordered the wrong size
• Application errors: Decal damaged during installation, applied to a dirty or unsuitable surface, or removed and repositioned
• Normal wear and tear: Fading, cracking, or peeling after years of outdoor exposure (within reasonable limits; see 5+ Year Durability below)

Please review your order carefully before submitting. We recommend double-checking all custom text, numbers, dimensions, and colour selections.

4. Refund Window and Method

If a refund is issued (e.g., order cancelled before production, duplicate charge, pricing error):

• Refunds will be issued to the original payment method
• Processing time: 5-10 business days after approval
• Shipping fees are non-refundable unless the error was ours

5. Cancellations

Orders may be cancelled before production begins for a full refund. Once production starts (typically within 1-2 hours of order placement on business days), cancellations are not possible. Contact us immediately at (289) 228-7021 if you need to cancel an order.

What's NOT Covered

• Improper application: Applied to dirty, wet, textured, or porous surfaces; air bubbles not smoothed out; applied in freezing temperatures
• Harsh cleaning: Pressure washing, abrasive scrubbing, solvents, or harsh chemicals
• Physical damage: Scratches, tears, vandalism, accidents, hail, or impact damage
• Environmental extremes: Prolonged exposure to salt spray, acid rain, industrial pollutants, or excessive UV (e.g., desert environments)
• Improper removal: Decal damaged during removal or repositioning
• Use beyond product rating: Indoor-only vinyl used outdoors, or outdoor vinyl used on non-recommended surfaces

Making a Warranty Claim

To make a warranty claim:

1. Contact us at info@compliancelettering.ca with your order number and photos of the issue
2. We will review your claim and request additional information if needed
3. If approved, we will send a replacement decal at no charge

Our warranty remedy is limited to replacement of the defective product or refund of the purchase price, at our discretion. We are not liable for installation costs, vehicle downtime, or consequential damages.