Frequently Asked Questions.
Here are some common questions about TGF+ Shop
What's your shipping policy?
POSTAGE AND PACKAGING
We have a flat rate of $10 for orders under $100 (prior to tax or shipping) and free shipping for orders exceeding $100.
For international shipping it is a flat rate of $25 via Canada Post. All items are sent in high quality postal tubes to ensure your item arrives in good condition.
We aim to dispatch all orders within 3-4 working days, unless otherwise stated by one of our team. For custom work placed on the website the turn around time only comes into effect once the artwork has been approved. Deliveries within Canada aim to be delivered within 3-4 working days of dispatch. International orders can take up to 28 working days from dispatch. If you would like to upgrade your shipping to a courier service please get in touch before placing your order.
Can I get my order sooner?
If you require expedited shipping, please contact us for pricing.
Do you have return policy?
We hope that you’re happy with your products, however, if you are not, please contact us within 7 working days at firstname.lastname@example.org for full instructions.
DAMAGED, INCORRECT ITEMS
If you have received your order and it is either damaged or incorrect we will happily refund the price of your order or exchange it for a new one. We need to be informed within the 7 working days, as stated above.
BESPOKE AND CUSTOMISED ITEMS
We cannot accept exchanges, returns or issue refunds on any bespoke items or orders if work has already commenced. A bespoke product is anything that requires design work and needs to be altered or amended by our designers. This also includes products that have been produced from customer supplied artwork.
ALL OTHER RETURNS
If you wish to return your item that is not damaged, incorrect or customised then please return the item to us in the original packaging within 28 days of receipt. An exchange or store credit will be issued to the same value. We cannot accept returns on any item that has been damaged during installation by yourself or a third party due to incorrect installation or preparation.
Do you take custom orders?
Absolutely, in fact we love custom orders. There are a couple of options: you can send us you completed file in eps or pdf format or you can tell us what you want and we will produce it for you. We are here to help.
I ordered an item but my order hasn't arrived?
Please allow up to 14 working days for Canadian orders and up to 38 working days for international orders before contacting us regarding a missing order. However, if we are not informed within 60 days from your item being dispatched that your order hasn’t arrived then we cannot accept responsibility for this. Please ensure that you contact us as soon as the maximum delivery time has passed to let us know your order hasn’t arrived.
How do I install my purchased wall graphic?
All of our vinyl stickers are very easy to apply and will arrive ready prepared for application onto your chosen surface along with easy to follow instructions. We recommend to remove your vinyl from the poster tube and lay flat for a short period of time to help flatten the decal before fitting. For small vinyls flip over your vinyl, peel away the backing paper and apply to your wall. For larger designs we would recommend the ‘hinge’ technique which shall be shown in detail in your installation instructions. Both techniques are designed to be installed by one person and are quite straight forward. However, larger designs may require two people.
How long should I wait to install my decal after painting the walls?
If you have recently painted your walls, we recommend that you wait at least three weeks before trying to install your decal, however, you should also use your decal within six weeks of receiving it, as if it’s left in its packaging rolled up for a long period of time, the decal may loose it’s adhesive properties and you may have issues when coming to install your sticker.
I ordered something but I want to change the colour, how can I do that?
To change the color of your item, you will need to advise us within 24 hours of sending your order. We will confirm the change by return email.
Remember we are planning to ship your item within 48 hours of recieving the order.
Still need help? Send us a note!
For any other questions, please write us at email@example.com or call us at (416) 452-3456