SHIPPING
Processing Time
At The Welcome Co., every product is handmade and customized to order. Production takes approximately 2 to 3 weeks from the date your artwork proof is approved. Production will only begin after we receive your confirmation. Delays in mockup approval will extend your timeline, so we recommend reviewing your proof as soon as you receive it.
Canadian Shipping
We currently ship within Canada only. Shipping rates are calculated at checkout. We offer both standard and express shipping. Delivery usually takes 3 to 9 business days depending on the carrier, your location, and the method you choose. These delivery times are added on top of the 2 to 3 week production period.
United States Shipping
Shipping to the USA is currently paused due to high duty and import fees. We hope to reopen our US market when possible.
International Shipping
We do not ship internationally at this time. Expanding our shipping options is something we hope to offer in the future.
Customs, Duties, and Taxes
If you are ordering within Canada, the taxes applied at checkout are based on your province. For locations outside of Canada that may become available in the future, any duties or import fees would be the responsibility of the customer. If a package is refused due to unpaid fees, no refund will be issued.
Damaged or Incorrect Items
If your order arrives damaged, please contact us at hello@thewelcomeco.ca within 24 hours of delivery. Include your order number, clear photos of the issue, and a brief description. Each situation is reviewed case by case, but this review does not guarantee a refund or remake.
Please note that once a package is handed over to the carrier, The Welcome Co. is not responsible for delays, damage during transit, or lost packages. Shipping carriers handle all deliveries, and we cannot offer refunds or remakes for issues that occur during transit.
Errors based on the information submitted by the customer are also not eligible for replacement or refund.
Return and Refund Policy
All sales are final. Because every item is handmade and personalized, we do not accept returns, cancellations, or refunds under any circumstances.
Customers are fully responsible for ensuring that all details, including spelling, names, dates, and customization notes, are correct before placing an order.
Once your artwork is approved, the sign will be created exactly as shown in your proof. No changes can be made after approval.
Contact
For questions about shipping or your order, please email us at hello@thewelcomeco.ca.