Shipping policy
Shipping Policy
Processing Time
Every order is made to order. Please allow 5 to 7 business days for production before your order ships; orders are often ready sooner. If a product shows "Made to order" because we're restocking the blank, allow 1 to 2 weeks before it ships. Large or event orders can take longer, so contact us before ordering to confirm a timeline.
The delivery dates shown at checkout are estimates that include production and the carrier's transit time. If your order needs longer in production, we'll let you know.
Shipping Rates
Shipping is calculated at checkout based on your address, the weight of your order and the carrier.
- Free standard shipping in Canada on orders of $100.00 CAD and up.
- Orders to the United States and international destinations pay shipping at checkout. Free shipping applies to Canadian orders only.
Where We Ship
We ship within Canada, to the United States and to select international destinations, including the United Arab Emirates, the United Kingdom, much of Europe, Australia, New Zealand and parts of Asia. If we ship to your country, the options and rates appear at checkout when you enter your address. International orders ship with tracking.
Large International Orders (over 2 kg)
Our checkout can calculate international shipping for orders up to about 2 kg. For heavier orders, contact us before ordering at support@thetwelverstudios.com or through our Contact page. We'll send you an invoice with your products and the exact shipping cost, and we start production once it's paid.
Local Pickup
Free local pickup is available in Scarborough, Ontario. Choose Pickup at checkout and we'll email you when your order is ready to collect.
Customs, Duties and Import Taxes
Orders shipped outside Canada may be charged customs duties, import taxes (such as VAT, GST or sales tax) and brokerage fees by the destination country or the carrier. We don't collect these at checkout, they aren't part of your order total, and they're paid by the customer. For example, orders to the United Arab Emirates generally pay 5% import VAT, and duty may apply to higher-value orders. If a package is refused or left unclaimed because these charges weren't paid, the original shipping and any return shipping aren't refundable.
Delays, Loss and Damage
Once your order is with the carrier, delivery times are outside our control. If a package is late, lost or arrives damaged, contact us at support@thetwelverstudios.com and we'll help. Damaged items are covered by our Refund policy.
