.png)
Shipping + FAQ
Where do you ship?
We currently ship within Canada. If you’d like to inquire about shipping to another country, please email remarkandrose22@gmail.com and we’d be happy to discuss available options.
How much is shipping?
For most online boutique orders, shipping is a flat rate of $15. On select products, orders over $150 within Canada qualify for free shipping. Larger or customized items may have separate flat-rate shipping fees due to their size and packaging requirements. For example, growth boards have a $48 flat-rate shipping fee. If your order contains both regular boutique items and a larger custom item, such as a keepsake box, shipping charges may still apply even if your order total is over $150.
Why does my item have extra shipping charges?
Our personalized and custom keepsakes are carefully made and packaged to ensure they arrive safely. Larger or more delicate pieces often require additional packaging materials and higher shipping costs.
Which carriers do you use?
We ship using a variety of carriers, including Canada Post, Canpar, Purolator, UPS, and others, depending on the order and destination. Items do not ship on weekends or holidays.
How long will shipping take?
Delivery times vary by region and carrier. If your order includes tracking, please refer to the tracking information provided for the most accurate delivery updates. Shipping timelines refer to transit time with the carrier. Remark & Rose is not responsible for delays caused by the shipping provider.
Do you offer local pickup?
Yes. Local pickup is available in Fairview, Alberta. Once your order is complete, we’ll contact you to arrange pickup either at the acreage or in Fairview. If you’re unable to pick up your order, shipping charges will apply.
Can I use coupons on custom orders?
Coupons can be used on most items in the shop. However, products listed as deposit-only do not qualify for free shipping or additional discounts. This includes unique custom orders and other products that require a deposit.
Tracked vs. Non-Tracked shipping
To keep shipping costs lower on smaller items, such as earrings, keychains, and kids’ crafts, qualifying products may be shipped by regular letter mail unless you upgrade to tracked shipping. Letter mail does not include tracking, and delivery cannot be monitored or searched. Letter mail typically takes approximately 5–14 business days, with longer delivery times possible during busy seasons such as Christmas. If tracked shipping is available for your order, you’ll be able to select that option at checkout.
How long does it take to receive a mockup?
Digital mockups are typically sent within 3–14 days. Because we work through custom orders in the order they are received, it may take up to two weeks for us to reach out regarding personalization and design details.
What is the turnaround time for custom orders?
Once your mockup is approved, custom orders can take up to 6 weeks to complete. Smaller laser-engraved items may be finished sooner, but all orders are worked on in queue. If you need your project completed by a specific date, please let us know when placing your order so we can confirm whether the timeline is possible.
How will I know when my order is complete?
Once your order has been fulfilled, you’ll receive a completion email. If your order has shipped with tracking, that email will include your tracking number. Please check your junk or spam folder if you don’t see the email. At this time, partial orders cannot automatically be fulfilled separately through the website. If your order contains multiple items, we may contact you to ask whether you’d prefer everything shipped together or separately.
How do I know my order went through?
You should always receive an order confirmation email after checkout. If you do not receive a confirmation email, your order may not have processed successfully. This can occasionally happen if items are left in the cart for an extended period and inventory changes before checkout.
How are orders packaged?
Many of our shipping boxes are handmade and cut to fit each project, and we also reuse boxes whenever possible. This helps reduce waste and keeps packaging costs lower for customers. We use protective materials such as static-free foam, bubble wrap, and other padding as needed to help ensure your order arrives safely.
What happens if my order arrives damaged?
If your order arrives damaged, please send photos of both the packaging and the product. If the damage occurred during shipping, we will work with the shipping company and arrange to resend the product where appropriate. If the issue was caused by an error on our end, we will remake and resend the item at no additional cost. If damage occurs for reasons unrelated to Remark & Rose or the shipping carrier, refunds may not be available. We stand behind the quality of every piece we create.
Will I see a proof before my custom order is made?
Yes. Digital proofs are sent before production for your approval. If you’d like to be more involved in the creative process, progress photos can also be provided. We want you to feel confident and happy with the design before your order is completed and shipped.
FAQ's
Can you do rush orders?
Rush orders can be done! We charge a rush fee if something is needed last minute and your looking for something customized. This may not apply to everything but something to consider. If your looking for something last minute as a gift or party decor, please just contact me as soon as you think of it. I will let you know if I have time to make it or not.
For projects that require spray paint I do need at least 3-5 days notice to allow the paint to cure fully before sending it out the door. Rush orders can be done in that 1-7 day time period (depending what the project is) with a rush fee.
What is the difference between Engraving vs 3D Letters
Engraving is where the laser machine reads the letters or design and uses it's beam to burn into the material.
3D letters is where I cut letters or the design out of your preferred material and I glue that on top of the backer/frame so it creates shadows and a unique 3D effect.
If you don't have a variant listed can I still request it if its not an option?
YES! Sometimes, I may forget to include everything in each variant. If your looking for something specific, maybe it's a certain color of frame color choice. When checking out you can use the notes to describe what you'd like, but if you'd like to message vis Contact Us or Instragram DM you can do that as well before placing your order.
Ordering Floral Signs
This is the top questions we get. Pricing, how it works, etc. It is best to visit the listings on each of these products as we have detailed info on the dried flowers, pressed and shadowboxes.
We have had dried and fresh flowers shipped to us, we can create with faux or real flowers- options are endless with these signs and make great keepsakes. If you have questions you can Contact Us- each listing in our "FLORAL SIGNS" will give an in depth breakdown to help answer any questions.
Return Policy
With opening up a store- we can return select items such as clothing or anything that is sealed- tags need to be intact and we will assess the product you plan to return. We will offer an in store credit or refund your method of payment. We however cannot return food (cheese), hair products, body products, etc.
We cannot return customized decor. Anything customized or unique to your with your order cannot be returned. If however there is an error such as spelling mistake, or mistake we may have made on our end- Contact us so we can get you the correct product.