FAQs

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 turn your vision into reality.

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. 

My item has shipped but I wanted to pick up

Thats so exciting that your item is ready! If you chose the “pick up” option, please email us the night before you’d like to pick up. This gives us enough time to see your request and have it ready for you. 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. Please do not message us several days in advance. The night before is sufficient.

Where do you ship?

We offer shipping across North America only. If you're local (Greater Toronto Area), you're welcome to pick up your piece in person.

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 4-5 weeks. However, if you're purchasing an item displayed in our shop, it should ship within 3-4 weeks. We ship on the following Friday that your order is ready.

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. Orders ship via Canada Post and typically arrive within 3-5 business days (domestic), however we cannot guarantee arrival time.

We are not responsible for any damaged or lost items. Once your item is taken to the post office it is your responsibility.

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. There are typically several pictures included in each listing with several variations to that piece. It is your responsibility to give as much detail as possible regarding your preference. We will not be able to contact each customer for more details. 

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 try not to 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. 

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.

Each listing includes size information in the details section. Your piece could be off by a quarter inch as we use real, fresh wood, and can't control the size of each and every piece.

How do I care for my purchase?

Each piece that is sealed, is sealed for indoors. It is up to you to specify an outdoor protection seal. However, even though these pieces have a clear coat, it is still up to you to use discretion regarding weather and temperature. We use top-of-the-line paint to help prevent sun damage, however we can't guarantee this. Please be mindful that wood can warp over time.

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.

Could you include a greeting card with my order?

We would love to add a little more sparkle to your order! Please contact us and let us know if you'd like a sweet message included

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!

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