True2Self Custom – Shipping & Return Policy

Last Updated: March 2025

At True2Self Custom, we ensure that every order is handled with care. Please review our shipping and return policies to understand our fulfillment process and what to do in case of an issue.

Shipping Policy

1. Delivery Methods

We offer the following delivery options:

• Personal Delivery (Ottawa Residents Only)

  • We personally deliver orders within Ottawa for a more convenient and reliable service.

  • Deliveries are typically made on Fridays, but we will coordinate with you for the most suitable time.

  • Customers will receive a confirmation email with delivery details.

• Standard Shipping (Outside Ottawa)

  • Orders outside of Ottawa will be shipped via Canada Post or UPS.

  • Shipping costs will be calculated at checkout based on location.

  • A tracking number will be provided once your order ships.

• Bulk Orders (Organizations, Teams, Businesses)

  • Large orders may require additional processing time.

  • We will arrange either personal delivery or shipping, depending on your location and order size.

2. Processing Time

• Custom orders begin processing once a 50% deposit is received.

• DTF Transfer Orders: We place DTF orders on Wednesdays and pick them up on Thursdays. Any custom design orders must be received by Tuesday to be processed that week.

• All orders are fulfilled and ready for pickup, delivery, or shipping on Fridays.

3. Shipping & Delivery Fees

• Personal delivery within Ottawa: A small delivery fee may apply (varies based on location).

• Standard shipping outside Ottawa: Fees depend on shipping carrier rates.

Return & Exchange Policy

Since all our products are custom-made, we do not accept returns or exchanges unless there is a defect or mistake on our part. Please carefully review your order details before submitting.

1. Order Revisions & Cancellations

• Customers are allowed one revision on the design before printing begins.

• Once production has started, orders cannot be canceled or modified.

2. Damaged or Incorrect Orders

If you receive a damaged or incorrect order, please contact us within 48 hours of delivery at info@true2selfcustom.com with:

• Your order number

• Clear photos of the issue

• A description of the problem

We will review the issue and determine if a replacement or refund is appropriate.

3. Lost or Delayed Deliveries

• For personal deliveries in Ottawa: If there are delays, we will contact you to arrange a new delivery time.

• For shipped orders: We are not responsible for delays caused by shipping carriers. If your package is lost, please contact the carrier first, and we will assist if needed.

Refund Policy

• Custom Orders: All sales are final once production begins. No refunds will be issued unless there is an error on our part.

• Deposits: The 50% deposit is non-refundable once work on the order has started.

• Bulk Orders: Large orders (25+ items) may have specific refund or adjustment policies discussed during the ordering process.