Shipping policy

Where we ship
We ship worldwide from Ontario, Canada. Orders are accepted from Canada, the United States, Europe, the UK, Australia, New Zealand, and the rest of the world.

Processing time
Our products are built to order. Standard kits and accessories ship within 1 to 3 business days of your order. Custom Design Requests (commissions) ship within 3 to 5 business days, or longer if the scope of the work calls for it; we'll confirm the timeline with you by email before we start.

Shipping rates and tracking
Rates are calculated at checkout based on weight and destination. All orders ship with tracking through our shipping partner, Stallion Express. You'll receive a tracking link by email once the label is created.

Estimated transit times
Once shipped, typical delivery windows are:

  • Canada: 2 to 10 business days
  • United States: 5 to 15 business days
  • Europe and the UK: 10 to 30 business days
  • Rest of the world: 14 to 45 business days

These are estimates from the carrier and do not include customs delays. We can't guarantee delivery dates.

Customs, duties, and taxes
Orders within Canada ship domestically, so there is nothing to pay at customs.

United States orders ship with duties and import charges prepaid. That includes any brokerage fee, so there is nothing to pay when your parcel arrives.

Everywhere else, orders ship on a Delivered Duty Unpaid (DDU) basis. The price at checkout does not include import duties, taxes, or customs fees charged by your country. These are the customer's responsibility, and your local carrier or customs authority collects them before delivery. Fees vary by country, and customs clearance can add delays beyond the estimates above.

European Union orders carry a flat 3 euro customs duty plus VAT at your country's rate, because the EU removed its low-value exemption on 1 July 2026. The duty applies to orders up to 150 euro, which covers almost everything we sell. Your carrier collects both before delivery, usually with a small handling fee of its own.

Refused or unclaimed parcels
Import duties, taxes, and customs fees are set by your country and are yours to pay. Please contact us before refusing or abandoning a shipment, because we can almost always help. Outside Canada and the US, carriers do not send refused or unclaimed parcels back to us. They are destroyed, so nothing comes back for us to receive. A refund is only possible where a parcel is physically returned to us, and in that case we refund the product cost (not the original shipping, duties, or return-shipping charges). Where a parcel is refused or left unclaimed and never reaches us, we are not able to issue a refund. As a small Canadian business we would much rather sort it out with you first, so please reach out.

Lost or damaged parcels
If your parcel arrives damaged, email us at hello@fnfdesign.ca with your order number and a photo of the parcel and the contents, and we'll ship a replacement.

If tracking stops updating for an extended period, let us know so we can keep an eye on it. We consider a parcel lost in transit when there has been no tracking movement for 14 days from the last scan on shipments within Canada and to the United States, or 21 days from the last scan on international shipments. Once that threshold is reached, we ship a replacement at no additional cost.

Questions
Reach us at hello@fnfdesign.ca for anything shipping-related.