Shipping policy

How quickly will I receive my order?

Your personalized product is designed especially for you. Therefore, following your order, we expect, on average, a production time of 30 to 60 business days in addition to standard orders for non-personalized products or a processing time of 1 to 5 business days depending on traffic. Once production is complete, your order will be shipped using your selected delivery method. If you choose standard shipping, and you live in Quebec, your order will be delivered within 5 to 10 business days following shipment. For the rest of Canada, allow 6 to 12 business days for delivery. If you choose express delivery, your order will arrive within 3-6 business days, following shipment. Note that standard shipments do not have a tracking number. Note that delays may change depending on the period and traffic.

 

Where can I find my tracking number?

Note that a tracking number is only provided to you if you have chosen express delivery at checkout. There is therefore no tracking number with standard delivery. If you want to get a number to track your order, you must choose the express delivery method. You will find your tracking number in the email confirming the shipment of your order, or in the “My Account” section on our website.

 

My order was shipped but I never received it, what should I do?

First, make sure that the delivery address entered in the shipping confirmation email does not contain an error. Please be aware that Canada Post delivery times may be longer than expected or your order may simply have been lost. If your address is correct and Canada Post deadlines are well exceeded (more than 10 business days), please contact our customer service by email at info@akuadesign.ca. We will be happy to find a solution for you.

RETURNS AND EXCHANGES

What is the return policy?

Each sale is final. However, it is possible to change the model or design within 60 days following your purchase if the product has not been used. This does not apply to non-personalized products. These are neither exchangeable nor refundable. If you would like to know the procedures for exchanging a product, please write to us at: info@akuadesign.ca.

How do exchanges work?

To find out the procedures for exchanging a product, and to find out if we accept your exchange, please contact us by email at: info@akuadesign.ca within 60 days of purchase.

When will I receive my refund?

We usually do not issue refunds as each sale is final. If, for any reason, we have promised you this option, you must allow a delay of 48 business hours before your banking institution applies the refund to your initial payment method.

Do you offer a warranty on your products?

Of course! All of our custom products come with a one-year warranty. If any of these break or suffer unusual color loss, please contact us by email at info@akuadesign.ca. Note that scratches caused by normal wear and tear are not covered by our product warranty.