Shipping policy

Shipping Policy

Processing Times

We aim to process and dispatch all orders within 48 hours of receiving them.

Express and priority orders are prioritised and are typically dispatched within one full business day whenever possible.

Please note that some products, including custom-made items, colour flags, and products assembled in-house, may require up to 7 business days before dispatch.

If your order is urgent, please include your required-by date in the notes at checkout. While we cannot guarantee delivery by a specific date, we will do our best to accommodate your request.

Domestic Shipping (Canada)

Shipping Rates

Orders up to $1,000 CAD

  • Flat rate shipping: $20 CAD

Orders between $1,000 CAD and $3,700 CAD

  • Free standard shipping

Orders exceeding 20 kg cannot be shipped in a single parcel under Canada Post regulations and therefore do not qualify for flat rate or free shipping.

Shipping Methods

We ship using the carrier best suited to your order and destination. This may include:

  • Canada Post

  • UPS

  • Purolator

  • FedEx

Carrier selection is at our discretion and may change without notice.

Estimated Transit Times (Canada Post)

  • Expedited Parcel™: 1–8 business days (Standard Shipping)

  • Xpresspost™: 1–2 business days

  • Priority™: Next business day

Shipping to the United States

Shipping Rates

Orders up to $499.99 USD

  • Flat rate shipping: $8 USD

Orders $500 USD and over

  • Free standard shipping

Orders exceeding 20 kg cannot be shipped in a single parcel and therefore do not qualify for flat rate or free shipping.

Products Shipping from Within the United States

The following products are fulfilled from our U.S. distribution centre:

  • Colour Swatch Wallets

  • Colour Strips

  • Add-On Cards

Orders shipping from our U.S. distributor are sent using the carrier we determine is most appropriate for your destination. In the majority of cases, shipments are delivered by UNI UNI, although other carriers may be used depending on location and service availability.

These orders do not cross the Canadian border and therefore are not subject to import duties.

Cross-Border Shipments from Canada

All other products are shipped directly from Canada.

Orders are shipped using the carrier we determine is most appropriate for your shipment. In the majority of cases this will be Canada Post, with final delivery completed by USPS after customs clearance.

If faster courier service is specifically requested, we may ship using FedEx or DHL. Additional courier charges will apply.

U.S. Duties & Customs (DDP)

For eligible cross-border shipments to the United States, import duties are prepaid by us and are already included in our U.S. pricing.

We ship using Delivered Duty Paid (DDP) service, meaning duties are remitted on your behalf before your order reaches U.S. Customs.

This means:

  • No additional duty or customs charges will be collected prior to delivery.
  • Duties are already included in the price you pay—there is no separate duty charge at checkout.
  • Your parcel should clear customs without requiring payment of import duties upon arrival.
  • Pre-orders and custom-made products are also shipped with duties prepaid where applicable.

Please note that carriers may still contact you regarding delivery scheduling, address verification, or other customs-related information. Prompt responses to these requests help avoid delivery delays or returned shipments.

Please note that in occasional cases, U.S. Customs and Border Protection (CBP) may require a shipment to be processed through a formal customs entry. If this occurs, you may receive correspondence from U.S. Customs or their appointed customs broker requesting additional information or advising that a customs broker must be appointed before your shipment can be released.

This requirement is determined solely by U.S. Customs and Border Protection and is outside of our control. While import duties remain prepaid on eligible DDP shipments, any fees associated with formal customs brokerage or import processing required by U.S. Customs are the responsibility of the recipient unless otherwise stated.

International Shipping (Outside Canada & USA)

Shipping Rates

Shipping rates are calculated at checkout based on destination, parcel weight, and shipping method.

Orders over 20 kg cannot be shipped in one parcel and may require multiple shipments.

Shipping Methods

International shipments may be sent using:

  • Canada Post

  • DHL

  • FedEx

Carrier selection is at our discretion.

Order Tracking

Where tracking is included with your selected shipping method, you will receive a shipping confirmation email containing your tracking number once your order has been dispatched.

Customs, Duties & Taxes

Canada

Applicable taxes are calculated at checkout.

No import duties apply.

United States

Eligible cross-border shipments are sent Delivered Duty Paid (DDP).

Import duties are collected at checkout and remitted by us. You should not receive additional customs invoices before delivery.

Products fulfilled from our U.S. distribution centre do not incur import duties.

International Destinations

Import duties, VAT/GST, brokerage fees, customs clearance fees, and local taxes are the responsibility of the recipient unless otherwise stated at checkout.

Customs & Carrier Communications

If you are located outside Canada, your local customs authority or shipping carrier may contact you regarding your shipment.

Please respond promptly to any requests for:

  • address verification

  • customs documentation

  • tax identification numbers (where required)

  • delivery scheduling

  • identity verification

Failure to respond may result in delays or the shipment being returned.

If you receive a communication that appears suspicious, please contact us at product@imageinstitute.com before responding.

Returned & Undeliverable Shipments

If a shipment is returned to us because of:

  • an incorrect or incomplete shipping address supplied by the customer

  • failure to collect the parcel

  • refusal of delivery

  • failure to respond to carrier or customs communications

  • failure to accept delivery within the carrier's holding period

the order is not eligible for complimentary reshipment.

Once the shipment has been returned to us, we are happy to resend it.

Before reshipment, the customer is responsible for all applicable reshipping costs, including:

  • new outbound shipping charges

  • any return shipping charges incurred by the carrier (where applicable)

  • for U.S. cross-border shipments originating from Canada, a 12% duty recovery fee to cover import duties paid on the original shipment that cannot be recovered

These charges must be paid before the order is reshipped.

If you prefer not to wait for the original shipment to be returned, you are welcome to place a new order. Once the original shipment has been received back at our warehouse, we will refund the original order less any shipping charges, return charges, duties, or other non-recoverable costs incurred.

Shipping Delays

While we work hard to dispatch orders promptly, delivery delays can occasionally occur due to weather, customs inspections, carrier delays, peak shipping periods, or other circumstances beyond our control.

We appreciate your patience and understanding should these situations arise.

Contact Us

If you have any questions about your order or shipping, please contact us at:

Email: product@imageinstitute.com