General FAQs
Here are some frequently asked questions from our customers before making a purchase.
If you have additional inquiries, feel free to email us at sales@customcanopy.ca.
Return Policy & Returns
Return Policy
We accept returns for unused products in their original packaging within 5 days of receipt. Please note that shipping charges are non-refundable. This policy applies to standard products only. Custom-made products are non-refundable but are covered under our warranty policy for any product-related issues.
How to Request a Refund
To initiate a return, complete our online return form with your order number and the email address associated with your purchase.
Custom-Made Products
Due to their personalized nature, custom-made products are not eligible for returns. This includes items like custom feather flags, custom tablecloths, pop-up tents and other customized creations from CustomCanopy.ca.
Need Help?
Our customer service team is happy to assist you! Reach us by phone at (289) 312-5911, Monday to Friday, 7:30 AM to 5:00 PM PST, or email us at sales@customcanopy.ca.
Steps to Return a Product:
- Check Eligibility: Confirm your item meets the guidelines in our return policy.
- Start Online: If eligible, fill out the return form on our Returns Page using your order number and email.
- Approval: Our support team will review your request and provide a return label once approved.
- Pack and Ship: Print and attach the return label to your package and drop it off at a UPS or FedEx location.
Need Help?
Call us at (289) 312-5911 or email us at sales@customcanopy.ca for assistance.
Shipping & Tracking
Shipping & Delivery
- In-stock orders: Orders placed before 2 PM PDT typically ship the same day.
- Custom products: Production may take up to 2 weeks.
- Fulfilment center hours: Monday to Friday, excluding weekends and major holidays.
- Order processing: Orders placed after 2 PM or on weekends are processed the next business day.
- Weekend notifications: Shipping alerts received on weekends indicate shipments processed on the next business day.
CustomCanopy.ca makes it easy to calculate shipping costs:
- Add your items to the cart.
- Proceed to checkout and enter your shipping details.
- Click “Continue to Shipping” to view available shipping options and prices.
We currently ship to locations across Canada and the USA. At this time, we do not offer international shipping. For large orders, exceptions may be possible. Contact us at sales@customcanopy.ca or (289) 312-5911 to discuss.
Once your order is shipped, you’ll receive a tracking number via email with a link to track your package. You can also access tracking details by logging into your CustomCanopy.ca account under "Order History.
Order & Account Issues
- Custom Order Timeline:
- Design Phase: Approval of your design is required before production begins.
- Production Phase: Custom products can take up to two weeks to create.
- Shipping Phase: Once production is complete, your order will be shipped, and you’ll be notified.
- Out-of-Stock Items: If any items in your order are unavailable, we’ll notify you and delay the shipment until all items are in stock.
If no update is received within 24 hours of placing your order, contact our support team for the latest information.
For Further Inquiries
Call us at (289) 312-5911, Monday to Friday, 7:30 AM to 5:00 PM PST, or email sales@customcanopy.ca.
- Check your email for your receipt.
- Log into your CustomCanopy.ca account, navigate to "Order History," and find your receipt.
For assistance, call (289) 312-5911 or email sales@customcanopy.ca.
- Visit CustomCanopy.ca and click "Account."
- Select "Forgot Password" and enter your email address.
- Follow the instructions in the email to reset your password.
Still need help? Call us at (289) 312-5911 or email sales@customcanopy.ca. We’re here to ensure your experience with CustomCanopy.ca is seamless!