FAQ
Orders & delivery
How long does it take?
Every piece is made to order in our studio in Brampton, Ontario. Orders ship in 1 business day (order before 2 PM ET on a business day and it ships the next business day), then take an estimated 3–5 business days to Toronto, Ottawa and Southwest Ontario, 4–8 to the rest of Ontario and Montreal, 5–10 to most of the rest of Canada and the United States, and 7–14 to New Brunswick, rural and northern addresses. Shipping is free to Canada and the US. Full details: Shipping & delivery.
When should I order for Christmas?
Order by Tuesday, December 8 for delivery in Canada (Wednesday, December 16 for Toronto, Ottawa and Southwest Ontario cities) and Wednesday, December 9 for the United States. See Christmas delivery dates.
Do US customers pay duties?
US orders may be charged import duties or taxes by the carrier on delivery; these are set by US Customs and aren't included in our prices.
Can I change my order after placing it?
Because we start making your gift soon after you order, please contact us right away with any change. If we haven't started yet, we'll update or cancel it.
What if something arrives damaged or wrong?
Every piece is made just for you, so we can't accept returns for a change of mind. But if your order arrives damaged, or differs from what you entered, email us within 14 days with a photo and we'll remake it or refund you in full — no need to send it back. See Returns & our guarantee.
Can I send it straight to the person it's for?
Yes. Enter their address at checkout and add a gift note in the cart — we include it in the parcel.
Personalization
How do I personalize my order?
On each product page, choose your options (like set size or wood type), then fill in the Personalize it fields with your names, dates and message. Required fields are marked with *. Everything you enter is saved with your order.
How do I send my photo?
Photo products have an Upload your photo box just above Add to cart. If you'd rather send it later, skip it and we'll email you within 1 business day after you order — just reply with the photo.
Will you engrave exactly what I type?
Yes. We engrave and print exactly what you enter, including spelling, spacing and capitals, so please double-check your text before ordering.
What kind of photo works best?
A clear, well-lit photo where faces (or your pet) fill most of the frame. Photos taken straight on, in focus and in good light give the best illustrations and engravings. Phone photos are fine.
Can I add a note that isn't engraved?
Yes. Every personalized product has an Anything we should know? box for notes to us. That text is never engraved or printed.
Our products
Is the engraving permanent?
Yes. Glass is laser etched to a frosted white finish, and wood and steel are laser engraved, so the design won't peel, fade or rub off. We recommend hand washing glassware.
Are the cards illustrated from my photo?
Yes. Each card is illustrated from the photo you send, so no two are the same.
Do you do bulk or corporate orders?
Yes. See our Corporate & Bulk Gifts. For bulk card packs we send you 5 different illustrated designs to choose from before anything is printed. For larger quantities, contact us.
Where are your products made?
Everything is made to order in our studio in Brampton, Ontario, Canada.
Where do you ship?
Across Canada and the contiguous United States.