Refund policy

Personalized and custom items are final sale. Because every personalized product is printed or made to order just for you, it cannot be returned, exchanged or refunded for a change of mind, duplicate orders, or errors in the names, dates, spelling, sizing, colours or artwork provided at checkout. Please review your digital proof carefully before approving it.

Non-personalized items (blank or stock products without customization) can be returned within 14 days of delivery. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging, and you'll need your order number or proof of purchase. Return shipping is the customer's responsibility unless the return is due to our error.

To start a return, email us at contactus@bydesigncanada.com with your order number. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Damages and issues
Please inspect your order on arrival and contact us within 7 days with photos if an item is defective, damaged, or if you received the wrong item or an error made by us. This applies to personalized items too, and we'll make it right with a replacement or refund.

Exceptions / non-returnable items
Personalized and custom products (including team, bulk and corporate orders), sale items and gift cards cannot be returned. Please get in touch if you have questions about a specific item before ordering.

Exchanges
For eligible non-personalized items, the fastest way to get what you want is to return the item you have and, once the return is accepted, place a new order.

Refunds
We'll notify you once we've received and inspected your return and let you know if the refund is approved. Approved refunds go back to your original payment method; please allow some time for your bank or credit card company to process it.

Questions? Contact us any time at contactus@bydesigncanada.com.