Returns

Return Policy

Our policy for returns, reprints, and refunds.

Our policy for returns, reprints, and refunds.

1. Custom Products and Returns

Most products sold by The Custom Tags CA are custom-made according to customer-specific requirements. Custom-made products are generally not eligible for return or refund due to a change of mind, incorrect selection, or customer preference. This includes situations where a customer:
  • Changes their mind after placing an order
  • No longer needs the products
  • Orders the wrong quantity
  • Provides incorrect dimensions or specifications
  • Selects the wrong product, material, or finish
  • Provides incorrect artwork
  • Approves artwork containing an error
  • Changes branding or design after production begins
  • Decides that the products are no longer suitable for their business
Customers are responsible for reviewing their order details and approving the final artwork and specifications before production. This policy does not limit any consumer rights that cannot legally be excluded under applicable law.

2. 30-Day Claim Period

Customers have 30 calendar days from the date of delivery to notify The Custom Tags CA about an eligible issue involving:
  • Defective products
  • Incorrect products
  • Products materially different from the approved specifications
  • Significant printing errors caused by us
  • Confirmed quantity shortages
  • Products damaged during shipping
Customers must contact us within this 30-day period and provide the information reasonably required to investigate the claim. Claims submitted after 30 calendar days may not be eligible for a refund, replacement, reprint, or other resolution unless applicable law requires otherwise.

3. Defective or Incorrect Products

If you receive products that contain a verified manufacturing defect or are materially different from your approved order specifications, please contact us within 30 calendar days after delivery. Examples may include:
  • Incorrect dimensions
  • Incorrect tag material
  • Incorrect tag shape
  • Incorrect quantity
  • Significant printing errors
  • Manufacturing defects
  • Products materially different from approved artwork
  • Products materially different from approved specifications
  • Other verified fulfillment or production errors
After reviewing the claim, we may provide one of the following resolutions:
  • Replacement
  • Reprint
  • Missing quantity shipment
  • Partial refund
  • Full refund
  • Store credit
  • Another appropriate resolution
The specific resolution will depend on the nature and extent of the verified issue.

4. Damaged Shipments

Customers should inspect their shipment after delivery. If products arrive damaged, contact The Custom Tags CA within 30 calendar days after delivery. Where possible, provide photographs showing:
  1. The external shipping package
  2. Shipping labels
  3. Internal packaging
  4. Damaged products
  5. Any visible signs of impact or mishandling
We may request additional photographs, videos, shipping documentation, or other information reasonably necessary to investigate the claim. Where appropriate, customers may also be required to cooperate with the applicable shipping carrier's claim process.

5. Quantity Shortages

If your order contains fewer products than the quantity stated on your order confirmation, contact us within 30 calendar days after delivery. We may request photographs, packaging information, delivery documentation, or other information to verify the shortage. If the shortage is confirmed to have resulted from our fulfillment process, we may provide:
  • The missing quantity
  • Replacement products
  • A partial refund
  • Store credit
  • Another appropriate resolution

6. Artwork Approval

Customers are responsible for carefully reviewing and approving their final artwork and specifications before production. Customers should check:
  • Spelling
  • Grammar
  • Logos
  • Images
  • Text
  • Colors
  • Dimensions
  • Tag shape
  • Artwork placement
  • Material
  • Finishing
  • Quantity
  • Other product specifications
Once the customer approves the final artwork, production may begin. The Custom Tags CA is not responsible for errors contained in artwork or specifications that were approved by the customer. If The Custom Tags CA fails to follow correctly supplied and approved artwork or specifications, the issue will be reviewed under our defective or incorrect-product policy.

7. Color Differences

Colors displayed on computer monitors, phones, tablets, and other digital devices may differ from the final printed product. Color differences can occur because of:
  • Screen settings
  • Printing processes
  • Material
  • Ink
  • Coating
  • Lighting
  • Finishing processes
A digital proof is intended primarily to show the design, layout, and appearance of the artwork and should not be considered an exact representation of final printed colors. Minor color variations resulting from normal printing or finishing processes do not automatically constitute a manufacturing defect.

8. Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order. Cancellation requests are not guaranteed because custom orders may enter artwork preparation, material procurement, printing, production, or other fulfillment stages shortly after the order is placed. If production or other custom-order work has already started, cancellation may no longer be available. If cancellation is approved before significant non-refundable costs have been incurred, a refund may be issued. If costs have already been incurred, applicable non-recoverable costs may be deducted from the approved refund where permitted by applicable law. These costs may include:
  • Artwork or design services
  • Materials
  • Printing setup
  • Production setup
  • Custom tooling
  • Sampling
  • Manufacturing
  • Processing
  • Expedited services
  • Other non-recoverable order costs
A cancellation is only effective after it has been confirmed by The Custom Tags CA.

9. Order Changes

Customers should request changes before approving final artwork. Once artwork has been approved or production has started, changes may not be possible. If a requested change can be accommodated, additional charges may apply for revised artwork, materials, printing, production, tooling, or shipping. Any additional charges will be communicated before the revised work proceeds.

10. Returns of Custom Products

Because our products are custom manufactured, ordinary change-of-mind returns are generally not accepted. If The Custom Tags CA determines that a physical return is necessary for an approved claim, the customer must receive written return authorization before sending the products back. We will provide:
  • Return address
  • Return shipping instructions
  • Packaging requirements
  • Required documentation
Customers should not send products to an address other than the authorized return address.

11. Return Shipping Costs

If a physical return is required because of a verified manufacturing or fulfillment error attributable to The Custom Tags CA, we will provide appropriate return instructions and, where applicable, cover or reimburse reasonable return shipping costs. For any return approved for another reason, the customer may be responsible for applicable return shipping and handling costs. Return-shipping responsibility will be communicated before the return is authorized.

12. Reprints and Replacements

When a manufacturing or fulfillment error is confirmed, The Custom Tags CA may provide a reprint or replacement instead of a monetary refund. The replacement or reprint timeline depends on the product specifications, production requirements, and shipping arrangements. Customers may be required to approve corrected artwork or specifications before replacement production begins.

13. Refund Eligibility

A monetary refund may be issued when:
  • An eligible cancellation is approved
  • A manufacturing defect is confirmed
  • An incorrect product is confirmed
  • A fulfillment error is confirmed
  • A quantity shortage is confirmed
  • A qualifying shipping-damage claim is confirmed
  • A refund is otherwise required by applicable law
For custom orders, refunds may be reduced by non-recoverable costs already incurred where permitted by applicable law.

14. Refund Processing

Once a monetary refund has been approved, The Custom Tags CA will initiate the refund to the original payment method within 10 business days. After we initiate the refund, the time required for the funds to appear in the customer's account depends on the customer's bank, credit card company, payment provider, or other financial institution. The Custom Tags CA does not control the processing time of third-party financial institutions.

15. Non-Refundable Custom Costs

Certain costs may become non-refundable once incurred as part of a custom order. Depending on the order and production stage, these may include:
  • Artwork or design services
  • Custom tooling
  • Sampling
  • Prototyping
  • Materials
  • Printing setup
  • Production setup
  • Manufacturing costs
  • Expedited services
  • Shipping charges
  • Other non-recoverable costs
Where applicable, these costs will be communicated to the customer before or during the order process.

16. Claim Procedure

To submit a return, replacement, reprint, or refund claim, contact The Custom Tags CA within the applicable 30-day claim period. Please provide:
  • Customer name
  • Order number
  • Order date
  • Product information
  • Description of the issue
  • Photographs or videos, where applicable
  • Shipping information
  • Delivery information
  • Approved artwork or specifications, where relevant
  • Other supporting information reasonably requested by our team
We will review the information and communicate the applicable resolution.

17. Claim Investigation

The Custom Tags CA may investigate a claim before approving a refund, replacement, reprint, credit, or other resolution. We may request:
  • Photographs
  • Videos
  • Product samples
  • Shipping documentation
  • Approved artwork
  • Product specifications
  • Order records
  • Other information reasonably necessary to investigate the claim
Claims will be evaluated against the approved order specifications, artwork, proofs, samples where applicable, production information, and other relevant evidence.

18. Customer-Supplied Artwork

Customers are responsible for ensuring that artwork, logos, images, text, and other materials supplied to The Custom Tags CA are accurate, complete, suitable for production, and legally authorized for use. The Custom Tags CA is not responsible for errors contained in customer-supplied artwork that was approved before production. If The Custom Tags CA makes an error while reproducing correctly supplied and approved artwork, the issue will be reviewed under our defective or incorrect-product policy.

19. Products Damaged After Delivery

The Custom Tags CA is not responsible for damage caused after delivery by:
  • Improper storage
  • Misuse
  • Improper handling
  • Unauthorized modification
  • Exposure to unsuitable conditions
  • Accidents
  • Other circumstances outside our responsibility

20. Store Credit

Where appropriate, The Custom Tags CA may offer store credit as an alternative resolution for an approved claim. Any applicable restrictions or conditions will be communicated when the credit is issued. Store credit will not limit any rights that cannot legally be excluded under applicable law.

21. Fraudulent or Abusive Claims

The Custom Tags CA may investigate claims where available evidence indicates fraudulent, misleading, abusive, or intentionally inaccurate information. A claim may be declined where evidence establishes that the reported issue resulted from customer misuse, unauthorized modification, intentional damage, inaccurate information, or another circumstance outside our responsibility. This section does not limit any rights that cannot legally be waived.

22. Consumer Rights

Nothing in this Return & Refund Policy is intended to eliminate, restrict, or waive any consumer protection rights that cannot legally be excluded under applicable Canadian federal, provincial, or territorial law. Where applicable law provides rights that differ from this policy, the applicable law will control to the extent required.

23. Policy Changes

The Custom Tags CA may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, or applicable legal requirements. The latest version will be published on this page with the applicable "Last Updated" date.

24. Contact Us

For questions regarding cancellations, returns, refunds, replacements, reprints, defective products, damaged shipments, or existing orders, please contact us. Email: sales@thecustomtags.ca Phone: +1 (845) 379-9277 When contacting us about an order, please include your order number and the email address used to place the order so that we can locate your order efficiently.

25. Agreement

By placing an order with The Custom Tags CA, customers acknowledge that they have reviewed and accepted this Return & Refund Policy, subject to any rights provided under applicable law or a separate written agreement. Our goal is to resolve legitimate product, manufacturing, fulfillment, and shipping issues fairly while recognizing that our products are custom manufactured according to each customer's requirements.