Frequently asked
Answers to the most common questions about ordering, personalization, pickup and shipping.
How long does personalization take?
Turnaround depends on the product, personalization type and whether a design proof is required. In-stock engraved items with simple text often ship within 1–3 business days. Photo-based items depend on file quality and proof review. See the Production Times page for details.
Can I get something same-day or rush?
Yes, on in-stock items with straightforward personalization. We run two tiers: same-day, ready in 3 to 4 hours, ordered between 8:00am and 12:00pm Toronto time. And 24-hour turnaround, ordered between 8:00am and 7:00pm. Both run seven days a week and both cover one unit. The rush charge is banded by the price of the item, with the exact amount shown on the product page before you add it to your cart. More than one rush unit needs a quick feasibility check first, which the cart collects from you automatically. Full details are on our same-day engraving page.
What if the product I want is sold out?
You can still request it. Sold-out products carry a request form instead of an add-to-cart button. Tell us what you need and how many and we will come back with availability and a realistic date, usually within one business day. Requested items cannot be rushed, because we have to source them before we can personalize them.
What are your hours?
Seven days a week, 8:00am to 7:00pm. We are an online business, so you can order any time, but production, proofs, replies and pickups all happen within these hours.
Will I see a proof before you produce my order?
Yes — we email a mock-up before production. One edit round is included. Additional edits may add a design fee, unless the change corrects a mistake on our side.
When does a design fee apply?
Most orders don't need one — the personalization form on each product covers standard text, initials, symbols, photos and logos. Fees start at $25 and apply for custom artwork, logo vectorization, per-item variation in bulk orders (e.g., trophies with different names), extra edit rounds, or rush design work. See Production Times for the full list.
Do you offer local pickup?
Yes. Pickup is at our production studio in Scarborough, Ontario, and customers collect from across the GTA including Toronto, North York, Markham, Pickering, Ajax and Whitby. There is no showroom, no browsing and no walk-in service: we email you the exact address and a collection window once your order is confirmed.
Can I bring my own item to be engraved?
Often yes. Submitted items require review — see the Bring Your Own Item page. Not all materials or shapes can be engraved.
Can I return a personalized item?
Personalized items are made to order and generally not returnable, unless there's a defect or an error on our side. See our Personalized Returns page.
How do I send you a photo or logo?
After ordering, you'll receive a secure link by email to send your file. Please do not paste files into the order form.
Do you ship across Canada?
Yes. Shipping methods and timelines are shown at checkout on Shopify.
Do you make corporate quantities?
Yes — see the Corporate Gifts page to request a quote.