Shipping + Order FAQ

ORDERS + TURNAROUND TIME

Our average turnaround time varies based on time of year and number/type of products ordered. Please check the banner at the top of our home page for any updates.

SHIPPING

All items are shipped with Canada Post and there may be various shipping options available to you at checkout.

Canadian Lettermail

Free Lettermail shipping is available on small items. This is an untracked and uninsured shipping service. Please know that once your package is dispatched, we cannot track it. Knotty Design Co. will not assume responsibility for lost or damaged packages sent via Lettermail shipping service. Orders over 100g will automatically be upgraded to parcel shipping with tracking.

Canadian Parcel

$8.00 flat-rate shipping is available on sign orders and all other orders over 100g. It can also be added as an upgrade at checkout where Lettermail is the free shipping service. You will receive a tracking number when your order dispatches and insurance up to $100.00 is included on your order. We package all orders with great care, but if an item does arrived damaged, please send pictures to knottydesignco@hotmail.com and we will send you a new item or a refund.

United States

We offer flat-rate shipping to the US and all orders include tracking. The method of shipping is International Tracked Small Packet when available, and International Parcel when the package size is large.

RETURNS + EXCHANGES

All custom items are final sale, no exceptions.

All other items may be returned or exchanged within 14 business days in their original condition. Return shipping (if applicable) will be deducted from your refund total.

ABOUT OUR SIGNS

All of our signs are made from birch, pine, acrylic, and/or MDF.

Since we use real wood, knots, cracks, or imperfections may be visible (particularly in the frames). We make no effort to conceal these as we feel that it adds character to your one-of-a-kind piece.

Our signs are designed to be hung from the frame; therefore, no hanging hardware is included.

CUSTOM ORDERS

We are not able to accept custom orders other than the custom items listed in our online shop. If custom sign orders are available, the listing will be active.

Because our signs are prepared in bulk, we are only able to offer the sizes listed online.

LOCAL PICK UP

Local pick up is available from our home in Moose Jaw. Please be prepared to pick up your order promptly once it is completed. We do not have the space to store your items safely for long periods of time. If your order is not picked up within one month the following will occur:

  • Your order will be cancelled. For non-custom orders, you will be refunded the total of your order less a $10 storage fee. For custom orders, no refund will be provided.
  • Future orders may be refused.