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.

Shipping Within Canada

All Canadian orders ship from 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 may require multiple parcels and therefore do not qualify for flat-rate or free shipping.

Shipping Methods

We use 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 vary depending on the destination, parcel size, and service availability.

Estimated Transit Times

When shipped by Canada Post, estimated transit times are:

  • Expedited Parcel™: 1–8 business days

  • Xpresspost™: 1–2 business days

  • Priority™: Next business day

Transit times are estimates provided by the carrier and do not include order processing time.

Shipping Within the United States

The vast majority of products available to U.S. customers are stocked and fulfilled by our U.S. distributor and ship from within the United States.

This includes our professional kits and most of our popular fabric and cardstock colour analysis tools, Colour Swatch Wallets, Colour Strips, Add-On Cards, Palette Assessors, and more.

Because these products ship domestically within the United States, there are no additional import duties or customs charges upon delivery.

U.S. Shipping Rates & Methods

U.S. customers can choose from the following shipping options at checkout:

  • Standard Shipping – $8 USD for orders under $500 USD

  • Free Standard Shipping for orders of $500 USD or more

  • FedEx 2 Day – $40 USD for customers who prefer FedEx service

Standard and free shipping orders are fulfilled by our U.S. distributor, who rate-shops shipments to select the most appropriate available carrier.

UniUni is the most commonly used carrier for standard shipping, although another carrier may be selected depending on your location and service availability. Please note that UniUni does not service all areas.

If you prefer your order to be shipped specifically by FedEx, please select FedEx 2 Day at checkout.

Shipping and transit times shown at checkout are estimates and do not include order processing time.

Orders exceeding 20 kg may require multiple parcels and therefore may not qualify for flat-rate or free shipping.

Products Not Currently Available for U.S. Fulfilment

A small number of products are not currently stocked by our U.S. distributor and therefore are not available through our standard U.S. checkout.

These currently include:

  • Bundle of 15 Drapes

  • Fabric Sample Books

  • Embroidered Tags

  • Books

  • Neckline Kits

  • Facial Shape Assessors

  • Any other product identified on our website as “not available to the U.S. or your area”

Our U.S. inventory continues to expand, so product availability may change.

Want a Product That Only Ships from Canada?

If you are located in the United States and would like to purchase a product that is not currently available through our U.S. distributor, please contact us at product@imageinstitute.com.

Where possible, we can arrange to ship the product directly from Canada via FedEx.

For these specially arranged cross-border shipments, any applicable import duties, customs charges, brokerage fees, taxes, or other import-related charges are the responsibility of the recipient and will be collected by FedEx where applicable.

International Shipping Outside Canada & the USA

All orders to destinations outside Canada and the United States ship from Canada.

Shipping Rates

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

Orders over 20 kg may require multiple parcels and additional shipping charges.

Shipping Methods

International shipments may be sent using:

  • Canada Post

  • DHL

  • FedEx

Carrier selection is at our discretion based on the destination, parcel, and available services.

Duties, VAT & Taxes

International orders may be subject to import duties, VAT/GST, brokerage fees, customs clearance fees, and/or local taxes when entering the destination country.

Unless otherwise stated at checkout, these charges are not included in your purchase price or shipping charge and are the responsibility of the recipient.

Import requirements and charges vary by country. We recommend checking with your local customs authority if you are unsure what charges may apply to your order.

Customs, Duties & Taxes

Canada

Canadian orders ship from within Canada.

Applicable Canadian taxes are calculated at checkout. No import duties apply.

United States

Most products available to U.S. customers ship from within the United States through our U.S. distributor.

These orders do not cross the Canadian border, and no additional import duties or customs charges are collected upon delivery.

If you specifically request a product that is only available from Canada, we may be able to arrange a cross-border FedEx shipment. For these specially arranged shipments, applicable duties, customs charges, brokerage fees, taxes, and other import-related charges are the responsibility of the recipient.

International Destinations

Orders outside Canada and the United States ship from Canada.

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

Order Tracking

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

Please allow time for the carrier's tracking system to update after receiving your shipping confirmation.

Customs & Carrier Communications

If your order crosses an international border, your local customs authority or shipping carrier may contact you regarding your shipment.

Please respond promptly to legitimate requests for:

  • Address verification

  • Customs documentation

  • Tax identification numbers, where required

  • Delivery scheduling

  • Identity verification

Failure to respond may result in delivery 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

Please carefully review your shipping address before completing your order.

If a shipment is returned to us or our distributor 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, we are happy to arrange reshipment. Before reshipment, the customer is responsible for any applicable costs, including:

  • New outbound shipping charges

  • Return shipping charges incurred by the carrier, where applicable

  • Any duties, taxes, brokerage fees, customs charges, or other non-recoverable costs incurred as a result of the original shipment or return

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 or distribution centre, we will refund the eligible value of the original order, less any shipping charges, return charges, duties, taxes, customs fees, or other non-recoverable costs incurred.

Shipping Delays

While we work hard to dispatch orders promptly, delivery times provided by carriers are estimates and cannot be guaranteed.

Delivery delays can occasionally occur due to weather, customs inspections, carrier disruptions, peak shipping periods, remote delivery locations, or other circumstances beyond our control.

We appreciate your patience and understanding should these situations arise.

Contact Us

If you have questions about product availability, shipping to your location, or an existing order, please contact us:

Email: product@imageinstitute.com