Help

FAQs

Answers to common questions about custom orders, shipping, payment and returns.

Getting Started

Q: How can I choose a design for engraving?

A: You can browse our Gallery for inspiration or bring your own design idea. When placing your order, simply type the design you'd like in the Personalize with engraving box. You can also reach out to us through the Contact page to discuss customization options in more detail.

Q: Can I use my own design, logo, or text?

A: Yes! You can send us your design, logo, or text, and we'll engrave it to your specifications. You can attach your files on our Contact page or email them to support@thetwelverstudios.com. We will always do our best to meet your requirements, and if something isn't possible, we'll let you know right away.


Q: How do I place a custom order?

A: Select the product you'd like, add your personalization details in the engraving notes, and proceed to checkout. If you have special requests or would like to confirm details, please feel free to contact us directly before placing your order.


Q: I have a large order for an event. How long will it take?

A: Large or event orders (e.g., weddings, conferences, corporate gifts) require extra production time. Turnaround depends on the quantity, material, and design complexity. Please message us before ordering with your event date, quantity, and any personalization details: contact us here. We'll confirm a realistic timeline, shipping options, and whether a rush service is possible.

Q: Do you offer bulk or quantity pricing?

A: Yes. Bulk pricing applies automatically at checkout when you order several items from the same group, from 5% off up to 15% off, and logo keychains have their own lower price per piece. See Bulk & Business Orders for the full pricing. If the cart won't take the quantity you need, contact us and we'll go over your order with you to make sure we can do it, then send you an invoice. Bulk pricing can't be combined with discount codes.

Shipping

Q: I'm placing a large international order. How is shipping calculated?

A: Our checkout can calculate international shipping for orders up to about 2 kg. For heavier international orders, checkout may not show a shipping option. If you are planning a large international order, please contact us first at support@thetwelverstudios.com or through our Contact page. We will calculate a custom shipping quote for your address and package, then send you an invoice with your products and the exact shipping cost. Once the invoice is paid, we will start production and ship your order with tracking. Customs duties and import taxes are not included and are paid by the customer on delivery.

Q: How long does it take to receive my order?

A: All orders are made to order. Please allow 5 to 7 business days for production before your order ships; orders are often completed sooner. Shipping time is added on top of production and depends on your location and the shipping option you choose at checkout. For full details, see our Shipping Policy.

Q: Where do you ship?

A: We ship within Canada, to the United States, and to select international destinations, including the United Arab Emirates, the United Kingdom, Europe, Australia, New Zealand, and parts of Asia. Enter your shipping address at checkout and the available options will appear automatically. Local pickup is also available in Scarborough, Ontario. Questions? Contact us.

Q: How much will shipping cost?

A: Shipping rates are calculated at checkout based on your address, package weight, and carrier options. You'll see the exact cost before you pay.

If you reside in Canada, you will be eligible for free shipping on orders of $100.00 CAD and up.

Free shipping applies to Canadian orders only. Orders to the United States and all international destinations are charged shipping at checkout.

For full details, see our Shipping Policy.

Q: Will I have to pay customs or duties?

A: Orders shipped outside Canada, including to the United States and all international destinations, may be subject to customs duties, import taxes (such as VAT), and brokerage or clearance fees charged by the destination country or carrier. We do not collect these charges at checkout, they are not included in your order total, and they are the customer's full responsibility on delivery. For example, orders to the United Arab Emirates are generally subject to 5% import VAT. If a package is refused or left unclaimed because duties or fees weren't paid, the shipping and return costs aren't refundable. Orders within Canada are not subject to customs charges. See our Shipping Policy for more details.

Q: Can I pick up my order instead of having it shipped?

A: Yes, local pickup is available in Scarborough, Ontario. Simply select the Pickup option at checkout.

Payment

Q: What payment methods do you accept?

A: We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay and Shop Pay through Shopify's secure checkout.

Q: What currency will I be charged in?

A: Our prices are set in Canadian dollars (CAD). If you're outside Canada, choose your country with the selector at the top of the page and you'll see prices and pay at checkout in your local currency.

Q: Can I get an invoice for my order?

A: Yes. Your order confirmation email serves as a receipt. If you need a formal invoice with business details, reply to the confirmation and we'll provide one. You can also contact us directly.

Q: How are refunds processed if my order is eligible?

A: For eligible, non-custom items, refunds are issued to the original payment method once the return is approved and received. Banks typically take 5 to 10 business days to post the credit. For full details, see our Refund Policy.

Returns

Q: Do you accept returns?

A: We accept returns on non-customized items within 7 days of delivery. For full details on what's eligible, see our Refund Policy.

Q: What if my item arrives damaged or incorrect?

A: Please contact us within 48 hours of delivery with photos of the item and packaging. We'll make it right with a replacement or refund if applicable. See our Refund Policy for more details.

Q: Can I cancel my order after it's placed?

A: Orders can be cancelled within 24 hours of purchase, provided production has not started. For custom pieces, production may begin shortly after the order is placed, and once personalization has begun the order can no longer be cancelled or refunded. For full cancellation terms, see our Terms of Service.

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