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Returns, Refunds & Cancellations

At Getstamps.ca Ltd., we take great care to ensure your order is made accurately and delivered on time. Because many of our products are custom-made, we’ve put together this policy to explain how returns, refunds, and cancellations work. We’ve kept it simple and transparent, so you know exactly where you stand.

1. Cancellations

  • Quick cancellations: If you need to cancel your order, please contact us within 1 hour of placing it. This gives us the best chance to cancel the order before it gets sent to production.
  • Once production begins: Custom or personalized items cannot be cancelled once we’ve started making them.
  • Already shipped: If your order has shipped, we can’t cancel it.
  • Fair approach: We may ask why you want to cancel your order and see if there’s an alternative solution before processing it.

2. Returns

We want to get it right every time, but if something goes wrong, here’s how we handle it:

  • Wrong or damaged item: If you received the wrong product or your order arrives damaged, please let us know within 5 business days. We’ll verify the issue and either replace the item at no cost or issue a refund.
  • Our mistake vs. customer mistake:
    • If it’s our error, we’ll fix it quickly at no charge.
    • If there’s an error in the details you provided or approved, whether on our site or via email, we’ll do our best to try and work out a fair solution.
  • Return costs: Returns are at the customer’s expense unless the return is due to our error (e.g., damaged, incorrect item).
  • Where to return: All returns must be shipped back to our Manufacturing Facility in London, Ontario. Shipping at the expense of the customer.
  • To initiate a return, please email us at [email protected].

3. Custom Orders & Refunds

Most of our products are custom-made, so we can only refund or replace them if the problem was caused by our mistake.

We cannot offer refunds for issues caused by user-provided errors, including:

  • Typos, spelling mistakes, or grammar errors
  • Incorrect text or unfinished wording
  • Sizing issues (e.g., character height or product size)
  • Any incorrect details entered during the order process

To help prevent errors, our system provides a PDF proof if you click the 1:1 preview (Upload your layout) before checkout. If you order through a payment link, our sales team will also send you a PDF proof to approve before production.

  • Special orders: Items that are reconfigured, retrofitted, or made to special requirements are not eligible for return.
  • Not happy after approval? If you’re not satisfied even after approving your proof, we’ll work with you. We may be able to offer a replacement text plate or embosser holder at a discounted rate.

4. Warranty Exceptions

We guarantee our products against workmanship and production defects. However, we cannot provide a warranty if damage is caused by:

  • Re-inking Trodat, Maxlight, or other stamps with the wrong type of ink
  • Using third-party inks not designed for our products
  • Using the wrong paperweight with Trodat and Shiny Embossers. Recommended paper thickness/weight is only 20–24 lbs. Anything over we don’t advise.

5. Shipping & Delivery

  • Same-day production: If we receive your confirmed order before 11:00 AM (EST), your custom Trodat self-inking stamp(s) will, in most cases, be produced and shipped the same day.
  • Exclusions: Same-day production does not apply to multi-colour ink stamps (Red/Blue Daters), name badges, signs, nameplates, and certain other products that require extra production time as well as all offsite products.
  • Delivery times:
    • Ontario and Quebec: 1–2 days (Up to 3 days for remote northern locations)
    • New Brunswick, Nova Scotia, PEI: 2–3 days
    • Manitoba, Saskatchewan: 3–4 days
    • Alberta, British Columbia, Newfoundland, Labrador: 4–5 days
    • Northwest Territories, Nunavut, Yukon: 6–8 days
  • No weekend/holiday delivery: Orders placed after 11:00 AM on Friday, or over the weekend, will be processed the next business day (excluding holidays).
  • Shipping addresses: We require a physical address for quicker despatch. Orders that require a PO Box delivery need to be emailed to us at [email protected]. Please note that this can cause a delay in shipping, and only applies to certain areas.
  • Costs: Shipping fees are calculated at checkout and vary by region. Full details can be found here: Shipping & Delivery.
  • Canada only: We currently only ship within Canada.

6. Copyright, Logos & Official Stamps

  • Customer responsibility: By uploading or submitting artwork, logos, text, or other content, you confirm that you have the legal right and/or authorization to use it. You’re responsible for ensuring it doesn’t infringe on copyright, trademarks, or other rights.
  • Prohibited content: We cannot produce designs that:
    • Violate copyright or trademark laws
    • Use government or legal insignia, seals, university logos, medical, or emblems without proper documentation/authorization
    • Are misleading, fraudulent, or impersonate official bodies
  • We do not accept orders that include (but are not limited to) content which is offensive, discriminatory, or harmful toward any individual or group based on:
    • Race, ethnicity, or national origin
    • Religion or belief system
    • Gender, sexual orientation, or identity
    • Culture, traditions, or heritage
    • Disability or health conditions

7. Need Help?

If you’re unsure about anything, or if your product arrives faulty or damaged, our friendly team is here to help.

Email: [email protected]
Phone: +1-289-859-7619

We appreciate your trust in Getstamps.ca and will always work with you to find a fair solution.

 

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