Shipping policy
Shipping Policy
Delivery
When will I get my order?
Prints are produced and shipped from our studio in Toronto, Canada, typically dispatched within 3-7 business days.
Once shipped, delivery depends on your location:
- Canada, USA: 3-7 business days
- Australia, Europe, Asia: 10-20 business days
Where will my order ship from?
Every order is printed and packaged by our team in Toronto, Canada, before it ships out.
Will I be charged customs for my order?
Customers in Canada won't incur any customs or import fees since orders are produced and shipped domestically.
Additional customs and import fees can apply to international orders outside Canada. These are assessed by your local customs office and aren't in our control, policies vary by country, so please check with them directly.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Check with your neighbours in case the courier left the package with them.
Pro tip: Package theft is on the rise. If you're expecting a home delivery and know you won't be home to accept it, use an address where you know you'll be.
If the shipping address was correct, and the package wasn't left at the post office or with a neighbour, get in touch with us at orders@naade.ca with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. Pro tip: the postal code is the most important part of the address. Use a simple tool like Canada Post's postal code lookup to make sure you get it right.
Tracking says delivered but item isn't here, what do I do?
If the package was marked as delivered by the carrier but hasn't arrived, please reach out to us at orders@naade.ca and we'll help you sort it out.
There may be cases where the delivery was made but the package was left in an unexpected location at the address. Reach out to the carrier and ask if any additional details were left by the delivery person, for example, "left under the table on the back porch."
Orders
How are your products made?
Every print is produced and packaged by our team before it ships out, printed on archival, heavyweight fine art paper using pigment inks on wide format printers.
How do I track my order?
If your shipping method includes tracking, you'll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at orders@naade.ca.
I received a wrong or damaged product, what should I do?
We're so sorry if the product you ordered arrived damaged or was incorrect. To help us resolve this for you quickly, please email us at orders@naade.ca within four weeks with photos of the damaged or incorrect product, your order number, and any other details you may have about your order. We'll get back to you with a resolution as soon as possible.