How do I get my order?
Depending on the address you enter at checkout, a few options will become available for you. For customers in Ontario, you’ll see a local pick-up option as well as the standard shipping options. The estimated transit times will help you decide which option is best for you. The timing of the delivery of your order depends on the turnaround time and the transit time. The turnaround time is the time needed to create your personalized gift and is chosen from the “When do you need this?” option on the product page. The transit time is the time needed for the shipping company to deliver your order.
- Shipping – Shipping charges apply and will be calculated on checkout. The estimated transit time is included to help you choose the best option for you. The closer you are to the Greater Toronto Area (GTA) the shorter the transit time. You will receive a tracking number for your order.
- Local Pick Up – local pick up is currently available in Milton Ontario. You will receive an email when your order is ready and you can come anytime to pick it up from our drop box located on the porch of our studio.
- Porch Delivery for Oakville, ON addresses only. We are testing a new porch delivery for a residence in Oakville, ON. This option is not recommended for apartment buildings or residences where delivery to a front door is not available.
Other FAQ’s:
What is your turnaround time?
You choose your turnaround time! Our standard (free) turnaround time is 10 business days but we can have orders ready for pick-up or shipping in 1 business day if needed. There is a fee to rush your order. You can choose your turnaround time and see the rush fee when you place your order online.
Depending on the time of year, the standard turnaround time may be extended, and rush fees will increase, or the ability to rush an order may be removed. We will update the product page so you’ll be aware of this before you order. This typically occurs in December, June, July, and August. Please follow us on Facebook for the most up-to-date information.
Business days are Monday to Friday not including Canadian statutory holidays.
Please note, that the amount of work required for some designs means they cannot be rushed, so please don’t wait to order.
How do I send you my child’s artwork?
Please do not send us any original artwork. Just take a picture with your phone and upload the .jpg file when you order. Alternatively, you can email it to us. Learn more about gifts with handwriting, handprints, or footprints.
How do I get a print of my child’s hands or feet?
For detailed instructions, click here.
1. Use a non-toxic, washable, dark ink on plain white paper with no lines. We recommend testing the ink on an adult first to determine how easy it is to clean and remove.
2. Liberally cover the bottom of your child’s foot/hand/finger with ink.
3. Press the inked surface evenly on the paper and repeat several times.
Hints: it’s easier to bring the paper to the foot instead of stepping on the paper. Use a hard surface like a hardcover book to support the paper.
Once you have the prints take a picture with your phone and upload them on the product order page. Alternatively, you can email them to us.
Do you offer products that aren’t on your website?
If you have an idea for a new product, please email us to discuss your idea. We love the opportunity to create something new!
How long does it take to get my finished product?
Our standard turnaround time is 10 business days but we can rush orders if needed. You can choose your turnaround time when you place your order. Depending on the season, these turnaround times and rush fees may change. Please follow us on Facebook or Instagram for the most up-to-date information.
Remember turnaround times do NOT include shipping times. Business days are Monday to Friday not including statutory holidays.
How much does shipping cost?
Shipping charges are based on your address, product dimensions, and weight. You can see the shipping options when you enter your address on the checkout page.
How long does shipping take once my product is ready?
Shipping times depend on location. The estimated transit times are included when you choose your checkout option. Business days are Monday to Friday not including holidays. For the fastest service, choose the “next business day” turnaround time and either Porch delivery (for Oakville deliveries only), Milton pickup, or Priority shipping.
What if my product is damaged during shipping?
Please contact us immediately if your package has been damaged in the mail.
How do I pay for my order?
From the cart page, you will be redirected to the PayPal website to complete your order. You do NOT need a PayPal account to complete your payment. PayPal allows a secure portal to pay using credit or debit cards.
What about personal privacy concerns?
We will not share any of your personal information or any customer data with anyone. Any information we require will be used only to complete orders, send receipts, confirm emails, and communications. We do not see any of the credit card or bank information when you send us email transfers or complete payment through PayPal.
Can you laser engrave metal?
No – we do not do laser engraving or cutting of metal.
How long does it take to hear back when I send an inquiry?
We aim to respond to all emails and inquiries within two business days. If you have not heard from us after two business days, please check your spam or junk mail folders or contact us directly either via email or by phone: 905-510-7174
How do I get my child’s handwriting to you?
It’s easy to submit your child’s handwriting for engraving. You just take a picture with your phone and upload it on the product page when you order. For detailed instructions and tips, please read this article.
It works best if you can have your child write with black marker, on white paper with no lines. Then take a photo in good light from directly above with your smartphone and email us the largest file size possible. Don’t worry about the layout of the writing, we can re-arrange it to fit onto the product you have ordered. We will send you a design file via email to approve before we engrave your gift for you!
Any other questions?
Email us at info@roundtripstudios.com and we would be happy to answer!