Shipping, Turnaround & Return Policy

1. Storefront Policy Snapshot (100% Canadian Dollars)

Vivid Design Ltd. (vividgraphicdesign.ca) manufactures commercial print products in Canada and ships coast-to-coast across all Canadian provinces and territories. Every price, shipping quote, tax calculation, store credit, and approved refund is processed strictly in Canadian Dollars (CAD) with zero USD conversion markups or cross-border customs duties on Canadian orders.

2. Order Cutoff & Production Handling Times

Total delivery time consists of two separate stages: Production Handling Time (printing, curing, cutting, and protective packaging) plus Courier Transit Time (physical delivery from our Canadian press facility to your shipping address).

• Daily Order & Artwork Cutoff: Orders placed with print-ready artwork and cleared payment before 12:00 PM PT (Pacific Time), Monday through Friday (excluding Canadian statutory holidays), enter production scheduling the same business day. Orders submitted after 12:00 PM PT or on weekends/holidays begin production on the next business day.
• Live Product Page Estimates: Your selected turnaround option is displayed live inside the product price box on every Print Shop product page before you add the item to your cart.

3. Shipping Policy, Carriers, Transit Windows & Rates

All Print Shop orders are packed in reinforced commercial cartons and dispatched via tracked Canadian courier services, including UPS, FedEx, Purolator, and Canada Post.

A. Geographic Regions Served & Estimated Transit Times

We ship to businesses, offices, job sites, and residential addresses across all ten Canadian provinces and three territories. Once production is complete and your parcel is scanned by the carrier, typical courier transit times are:

Note on Street Addresses vs. P.O. Boxes: Commercial couriers (UPS, FedEx, and Purolator) deliver strictly to physical street addresses and cannot deliver to P.O. Boxes. Please provide a complete street address (including suite or unit number) and active daytime phone number at checkout to prevent delivery delays.

B. How Shipping Rates & Taxes Are Calculated (Zero Hidden Fees)

• Live Pre-Purchase Courier Quotes: Shipping costs are calculated dynamically in Canadian Dollars (CAD) directly on our Checkout page (guest checkout supported—no account login required) based on exact parcel weight, carton dimensions, and your destination Canadian postal code.
• Service Choice: Where multiple courier speeds (e.g., Standard Ground vs. Express) are available for your postal code, all available rates are displayed side-by-side so you can choose your preferred option before entering payment details.
• Transparent Sales Tax Breakdown: Applicable Canadian federal and provincial sales taxes (GST, PST, or HST) are itemized clearly in the Order Summary prior to payment based on your delivery province. We never add hidden handling surcharges or surprise checkout fees.
• Automated Dispatch & Tracking: As soon as your order ships, an automated email confirmation containing your carrier name and live tracking number is sent to the email address on your order. Registered customers can also view tracking updates anytime under My Print Shop Account.

4. Return & Refund Policy (All Storefront Sales Final)

Under the British Columbia Business Practices and Consumer Protection Act and commercial printing trade standards, custom-manufactured goods produced to a customer's specifications cannot be restocked or resold.

• No Returns for Buyer's Remorse (All Storefront Items): All orders placed through the Vivid Design online Print Shop—including custom-printed products (cards, flyers, brochures, signs, banners, decals, labels, and kits) as well as storefront display hardware and swatch items (such as A-Frame Stands, H-Stands for Signs, and Sample Kits)—are final sale, non-returnable, and non-refundable once submitted, except in the case of a verified manufacturing defect, fulfillment error caused by Vivid Design Ltd., or carrier transit damage as detailed in Section 5 below.
• Self-Serve Artwork Responsibility ('As-Is' Production): Files uploaded to our self-serve Print Shop route directly to automated prepress and commercial presses 'as-is' without manual proofreading for spelling, grammar, punctuation, phone numbers, QR codes, low-resolution images, RGB-to-CMYK color shifts, or layout margins. Orders containing errors present in customer-supplied files (or in a digital proof approved by the customer) are not eligible for free reprints, returns, or refunds.

5. 5-Business-Day Defective, Misprinted, or Damaged Order Guarantee

We stand behind our Canadian manufacturing quality. If your order arrives with a verified manufacturing defect, an incorrect item/specification compared to your order receipt, or visible courier transit damage, we will make it right promptly at zero cost to you.

How to Submit a Reprint, Replacement, or Refund Claim

1. Inspect Upon Arrival: Open and inspect your shipment promptly upon delivery.
2. Capture Clear Photos: Take clear, well-lit photographs showing:
   • The outer corrugated shipping box (including any crushed corners or punctures);
   • The courier shipping/tracking label attached to the carton; and
   • Several examples of the affected printed pieces or hardware defect.
3. Contact Support Within 5 Business Days: Email sales@vividgraphicdesign.ca, submit a ticket through our Print Support Desk (no login required), or call 1-778-201-8704 with your Order Number and photos attached.
4. Fast Resolution ($0 Return Cost): Our production team reviews all photo claims within 1 to 2 business days. In most print defect or damage cases, photographic proof is sufficient and you do not need to mail the damaged prints back. In the rare event we request the physical return of defective hardware or bulk stock for quality inspection, Vivid Design Ltd. will email you a prepaid commercial courier return label at $0.00 CAD cost to you.
5. Reprint or Refund Issuance: Once verified, we immediately launch a complimentary expedited reprint/replacement shipment OR issue a store credit or full CAD refund back to your original Square payment method. Refunds are transmitted immediately upon approval and post to your card statement within 3 to 5 business days depending on your financial institution.

6. Pre-Production Order Cancellations

Because self-serve Print Shop orders move rapidly into automated gang-run imposition and plate/press scheduling, orders can only be cancelled or modified before they enter prepress or production status:

• Before Prepress / Production: Contact us immediately at sales@vividgraphicdesign.ca or call 1-778-201-8704 with your Order Number. If your order has not yet entered prepress or production, we will cancel the order and issue a 100% full refund in CAD to your original payment method (posting within 3 to 5 business days) with $0 cancellation fee.
• Once in Prepress or Production: Once plates are plated, substrates are cut, or press production has commenced, the order cannot be cancelled, altered, or refunded.

7. Artwork Specifications & Commercial Press Tolerances

To ensure transparent expectations prior to ordering, commercial offset, digital, and wide-format printing operate within standard North American trade tolerances (see our Artwork Preparation Guide and Terms of Service for full technical specs):

• CMYK vs. RGB Screen Color: Computer and phone screens emit backlit RGB light, whereas presses print with physical CMYK ink. Slight shifts in saturation or hue (up to 5–10% variance across press runs or paper coatings) are inherent to commercial printing and do not constitute a manufacturing defect.
• Bleed, Safe Zone & Guillotine Trim Tolerance: Artwork must include a 0.125" (1/8 inch) bleed on all four edges and keep critical text/logos at least 0.125" inside the trim line. Industrial guillotine cutters carry a mechanical tolerance of up to 1/16" (0.0625").
• Resolution: Raster artwork should be supplied at 300 DPI (150 DPI for wide-format signage) at 100% final print scale.
• Quantity Overrun / Underrun: Commercial press runs may vary by +/- 5% to 10% due to bindery sorting and quality control; any underrun exceeding 10% qualifies for a prorated store credit or CAD refund for the missing quantity.

8. Direct Customer Service & Contact Information

Questions about shipping rates, production turnarounds, or an existing print order? Reach our Canadian team directly through any of the channels below:

Vivid Design Ltd.
Mailing & Business Address: 308-32870 George Ferguson Way, Abbotsford, BC V2S 7K1, Canada
Telephone: 1-778-201-8704
Direct Email: sales@vividgraphicdesign.ca
Support Desk & Order Lookup: vividgraphicdesign.ca/support
Customer Support Hours: Monday – Friday, 8:30 AM – 5:00 PM PT (excluding statutory holidays)