Shipping & Returns Policy
Shipping
Processing Time
All products are manufactured to order, please allow 3-5 business days (excluding weekends and holidays) after you receive your order confirmation email. You’ll receive another notification when your order has shipped.
Note: During peak periods or due to carrier delays, processing and delivery times may be longer.
Shipping Rates & Estimates
Shipping charges for your order will be calculated and displayed at checkout. We partner with major carriers (e.g. UPS, FedEx, DHL) to provide reliable delivery.
Domestic (Canada/USA): Standard shipping typically arrives within 5–10 business days.
International: Shipping times vary by destination. Please allow 10–21 business days.
Order Tracking
Once your order has shipped, you will receive an email with tracking information.
Customs, Duties, and Taxes
We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, duties, taxes, etc.).
Returns & Exchanges
We want you to be happy with your purchase. If you’re not satisfied, you may request a return.
Eligibility
Items must be returned within 30 days of delivery. Items must be unused, in their original packaging, and in resalable condition. Proof of purchase (receipt or order confirmation) is required.
Non-returnable items
Certain items cannot be returned, including:
-Custom-made or personalized products.
-Final sale or clearance items.
-Any product that has been opened (unless manufacturing defect or shipping damage, see below).
How to start a return
Contact us at contact@flatlinecompany.ca with your order number. If your return is accepted, we’ll provide you with a return shipping label and instructions.
Return Shipping Costs
Customers are responsible for return shipping costs, unless the item arrived defective or incorrect.If applicable, return shipping costs may be deducted from your refund.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.Approved refunds will be issued to your original payment method within 5–10 business days. Please remember it can take additional time for your bank or credit card provider to process the refund.
Exchanges
If you would like to exchange an item (for size, colour, or variant), please initiate a return and place a new order.
Damages & Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can make it right.
Contact
If you have any questions about shipping or returns, reach us at: contact@flatlinecompany.ca