Shipping & Returns
Shipping
We ship using Fedex. Rates are calculated at checkout.
We also do in-store pickup for Vancouver BC residents.
Payment
1. Our website offers secure credit card payment for single or multiple item purchasing including customized products.
2. Call us at 1.604.568.7280 to make a credit card payment over the phone and we will be happy to answer any questions you might have.
3. Mail us a cheque with a purchase order. If you are a vendor interested in setting up an account with Shrapnel Design feel free to give us a call (1.604.568.7280) or send us an email at info@shrapneldesign.com. For quotes on volume orders please contact us directly.
Taxes and Other Charges Customer shall pay all taxes, fees, duties, levies or charges imposed by any governmental authority or carrier.
Applicable sales taxes and shipping charges will be invoiced.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Note: Customized products are not eligible for returns.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@shrapneldesign.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@shrapneldesign.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.