Who do you use for shipping in Canada?

We ship within Canada with Canada Post (Expedited service).

How long will it take for my package to arrive?

Within Canada, orders usually take 2-13 business days. For example, a package sent Canada Post Expedited may take 5 days to get to Vancouver, BC, and another package sent by the same service will take 13 days to get to Iqaluit, Nunavut.

The wrong address was entered for my order. What do I do?

If your order hasn’t shipped, no problem! Please send the correct address and order number to info@emilycarru.shop and we’ll update the order for you!

If the wrong address was entered and the order has already shipped, we can’t change the address or redirect the package. Undeliverable Canadian orders will be returned. You will be notified when we have received the order back. You must then confirm the correct shipping address and the re-shipping charge. We’ll resend the order and you’ll receive a new tracking number, if applicable.

What is the refund/return policy?

Custom printed orders are non-refundable. If there is an issue with your order we will be happy to work with you to come to a solution. Since all of our items are handmade, there may be variations between or even within an order.

Items are not returnable due to sizing issues. Since all garments are printed and made-to-order, we cannot replace/remake a garment that was not ordered in the correct size. Please choose the correct size by referring to our measurement charts.

In order to resolve cases, we must be contacted within a reasonable amount of time from the product shipping date. For any issue regarding an order, we must be contacted with 10 days of the ship date or we may not be able to help resolve the issue.

If there is an error with your order or if there are any changes you wish to make after your order has been placed, we require that you contact us within 8hrs of the order being placed or by the following business day if the order was placed over the weekend.

In an effort to reduce the impact of returned products, we reserve the right to donate or recycle any returned or undelivered items as deemed appropriate in our sole discretion.

When contacting us with an issue, please be sure to include photos for our reference. You may contact us with your pictures and comments.

All returns are handled on a case by case basis. In most cases, we do not cover the shipping cost of a returned item. Returns must be received within 30 days.

When are orders refundable?

Orders are refundable when:

  1. We are unable to produce part or all of your order due to a limitation of our manufacturing equipment.
  2. You request a change or cancellation to the order and the order has not started production.

When are orders not refundable?

Orders are NOT refundable for reasons including the following:

  1. The wrong size is ordered.
  2. A package was lost (in this case, we will reprint and reship the order).
  3. An item was damaged in transit.