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

Refused or unclaimed parcels
If unexpected import fees come up at delivery, please contact us before refusing or abandoning the shipment. Refused and unclaimed international parcels may be returned to us or destroyed by the carrier, depending on the route, so a return is not guaranteed. Where a parcel is returned to us, we refund the product cost (not the original shipping, duties, or return-shipping charges). We're happy to help you find a solution before it gets to that point.

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.