FAQs

Where are you located?

We are located in Bolton, ON. Canada. If you choose to pick up your order, an address will be given to you when it's time to pick up. We do not have a physical store at this time.

I want to place an order but I don't have a credit card

We accept almost all forms of payment. If you'd prefer to pay by etransfer or by cash, that's absolutely possible. Please send us an email with your order request and your preferred method of payment dylansdesignshop@gmail.com

Do you have different pick up locations?

We are working on this option. If there's a place you'd prefer to pick up, please give us your feedback so we can pick efficient locations.

Can I order something that's not already in your shop?

Of course! Dylan's Design Shop is not limited to the signs in our shop. We can create just about any design. Contact us and let us know how we can bring your vision to life.

How do I customize my order? 

Once you proceed to the checkout cart, please include all details in the notes section of the order. Let us know how you want to customize each piece with your name, colour changes, etc. If we have any questions, we'll send you an email.

My item has shipped but I wanted to pick up

If you chose the “pick up” option, please email us the day before you’d like to pick up. This gives us enough time to see your request and have it ready by the door. You can choose to come any day, and at any time. If we are unavailable at your requested time, we will leave it on the porch where it will be safe. To avoid disappointment, please message the day before although we try to check our messages throughout the day. 

Where do you ship?

We offer shipping world wide. On our main page, you can choose the currency you'd like to shop in and at checkout your shipping charges will be calculated based on your shipping address. If you're local (Greater Toronto Area), you're welcome to pick up your piece in person. We're located in Bolton, ON.

Sometimes our algorithm for calculating the shipping can be incorrect. If you think your quote at checkout seems high, please do not hesitate to send us a message to rectify the issue.

Will I have to pay duty?

We do not collect any customs or taxes when sending packages. Any fees incurred at the time of delivery would be at the discretion of your country's regulations and out of our control. Should you incur any of these fees, Dylan's Design Shop is in no way responsible. 

Please note: all shipping fees include postage, shipping supplies and handling.

When will I get my order?

Current turn around for CUSTOM orders is 5+ weeks. However, if you're purchasing an item displayed in our shop, it should ship within 3-4 weeks. We try to ship immediately after your order has been completed.

As soon as your order ships we will send you the tracking number and an email informing you that your order is out for delivery. 

My item arrived damaged

Each item is wrapped in bubble wrap, placed in a box and stuffed with filler to prevent it from moving. Once your item is taken to the post office it is out of our realm of control. We are happy to file an insurance claim on your behalf but we can not guarantee it will be covered. Each shipment cooperates with shipping guidelines and typically arrives safe. When you're checking out, you'll be offered several companies to choose from to handle your package. 

Can I exchange my order?

We don't accept returns, exchanges or cancellations, but please contact us if you have any problems with your order. Full refunds are not available on personalized pieces. 

Returns of international orders will not be accepted. 

What if I am unhappy with my order?

We want to ensure each and every customer loves their piece. If for some reason you are not completely satisfied please contact us and we will determine a resolution on a case by case situation. 

Please keep in mind that every computer monitor displays colour a bit differently. Therefore, the colours you see on your screen could be slightly different than the colours you see in person. I do not use filters and colour adjusters to make the image "prettier". We want you to see exactly what you're getting so there is no disappointment. If you've seen a picture on Instagram, the colours could be slightly adjusted. It's best that you choose a stain based on the sample image, rather than of a sign you've seen in pictures, as grains will pick up the colour differently, and pictures taken outside, tend to look brighter. Please message us for more info regarding choosing the perfect stain.

Please also note that all signs are made to order and hand painted without stencil. Although I try to duplicate the original as closely as possible, there might be slight variations in size or board characteristics.

Please know that we use real, fresh wood. Some pieces might have dents or scratches or knots. We can't control the character in your piece of wood. If this is something you think might bother you, a real wooden sign might not be a good fit for your need.

How do I care for my purchase?

If you're putting your sign outdoors, it is recommended that you purchase a verathane for outdoor use and apply as the seasons change.

Do all items arrive ready-to-hang?

Most items will arrive with hardware attached to them. Most do not because of their size/weight. It is up to you to provide the proper hardware based on the size of the sign or the location you'll be hanging it. Wall anchors are recommended for hanging.

Could you include a greeting card with my order?

We would love to add a little more sparkle to your order! In the notes section of the order, please provide the details for the card message.

I messaged you on Facebook and you read it but never responded. What should I do?

Facebook recently changed the layout of their "Pages" app that businesses like ours use. As a result, it is NOT user friendly. Read messages get un-returned a lot so if you notice this has happened to you, please send another message or send us an email dylansdesignshop@gmail.com . Please know that this is not on purpose. 

Does Dylan's Design Shop provide donations to community events and/or silent auctions?

We welcome collaborations and invites to events. Though we can't attend them all, we try our best to stay active in our local community. Feel free to get in touch!