Shipping & Refunds Policy

Shipping Methods

To guarantee prompt delivery, CustomCanopy.ca collaborates with reputable couriers including UPS, FedEx, DHL and other reputable third parties. Please be aware that we are unable to deliver to P.O. Boxes; all orders must have a genuine street address. Also, delivery time is not included in production lead times.

Time-Sensitive Orders

If your order is for a specific event, please provide the desired delivery date in the order notes at checkout. Custom orders that include artwork may require expedited shipping to meet your timeline. If expedited shipping is necessary, our customer service team will notify you of any additional charges before proceeding. No charges will be applied without your explicit consent. CustomCanopy.ca reserves the right to select the most suitable carrier for your order.

Shipping Damage

Should your product arrive damaged during transit, this is classified as a non-warranty issue. Please report such damage to our customer service team within three (3) business days of receipt. To document the claim, we may request photos of the damaged product or packaging. If possible, sign for the delivery as "damaged." Shipments are insured, and we will assist you in expediting the claims process with the carrier. Please note that expedited shipping for replacements or repairs is not automatically covered.

Missing Parts

Check the details of your package against the packing list that was provided. After delivery, you have five (5) business days to notify our customer service department of any inconsistencies, such as missing parts or wrong items. Our staff is prepared to help with any problems as soon as they arise.

Carrier Delays

Although CustomCanopy.ca works hard to guarantee prompt manufacture and delivery, once your order leaves our factory, we have no control over carrier-related delays. Therefore, we are not liable for missed deadlines brought on by carrier delays.

Return Policy

Customers are responsible for return shipping costs. A 20% restocking fee may apply. Returns must be initiated within ten (10) business days of the original shipment date. Please note that returns for used products, custom-made items, or printed graphics are not accepted.

Order Cancellation

Order cancellations are subject to a 20% cancellation fee. For custom-manufactured items or printed graphics, additional charges will apply based on the work completed up to the point of cancellation, including labour, materials and custom prints.

For assistance or to process a cancellation, please contact our customer service team today.