FAQs
Order Info
What is your return policy?
All items are final sale. No cancellations or exchanges.
When will I get my order?
All of our orders are cut to order which is why everything is final sale. Processing times vary throughout the year, but I try to get them out as quickly as possible without rushing the process. ALWAYS contact me if you need your order by a certain time and I will do my best to get it to you (within reason). Rush charges may apply.
Orders are processed and shipped out usually within 3-5 business days from purchase. There is on occasion during our busier times of year that processing times are slightly longer. We will always be upfront with you on processing times. Check the website banner for the most up to date processing times.
How do I get a hold of you?
If you have questions or concerns regarding an order please email hello@bigmooddesigns.com for help!
Do you offer custom work?
Yes we do, please email hello@bigmooddesigns.com for all custom order inquiries. We will need to know the size, colour and quantity you will be needing.
Can we purchase a rush order?
Yes you can! You can add rush order to your order. It is an extra $25. Turnaround is expected to be 1-3 business days depending of the size of the order. Please note that purchasing rush order does not change the shipping times. It just expedites the time it takes for us to make the order. Purchasing express shipping only changes the shipping time not the order processing time!
Shipping Info
Do you ship internationally?
As of right now, we only ship within Canada! In the near future we are planning to expand shipping world wide.
Do you do local pick-up/delivery?
YES! Contactless porch pick up can be made anytime by arrangement. Please contact me. There is a $5 cost for local delivery (Airdrie, AB).
What delivery method do you use?
How long does shipping take?
Your shipping time will vary according to the method (ground/air), the geographic location of the package destination and types of items ordered.
How much does shipping cost?
Expedited Delivery (within 7 business days) dependent upon the size and weight of the package. Taxes are calculated based on delivery location and will display at checkout.
Will I get a tracking number for my shipment?
Yes for the majority of our items, once your order ships out of our shop you will receive an email which includes your tracking number. Some smaller items will be shipped via Canada Post regular mail and will not have a tracking number. If you don't see this email, please check your junk mail or bulk mail folder. If you don't receive your receipt nor tracking information via email then you likely typed in your email address incorrectly.
What if I am not home when Canada Post attempts to deliver my package?
If you are not home and Canada Post cannot deliver your parcel to your community mail-box, Canada Post will leave you a postcard which indicates the parcel pick-up location nearest to you. You will have 10-15 days to pick-up your parcel from the indicated depot before they return it to us. Generally, Canada Post sends a second notification after 10 days for unclaimed parcels. If you still don't pick up your parcel at the Canada Post outlet your package will be returned to us.
What if my package is returned to you?
When we are required to re-ship your package due to an address error on your part, or failure to pick-up your parcel from a Canada Post outlet, you will be required to pay for the re-shipment of your package. To avoid this delay and cost, please ensure you give us the complete shipping address, including any apartment or units number for your house, during the checkout process. It is generally recommended to ship your parcel to a HOUSE/HOME address (vs. a business address).
