Shipping & Delivery

1. Where we ship

Keepsake Colour currently ships custom books to valid addresses within Canada. We do not currently offer international shipping. We may be unable to deliver to some remote addresses or locations that a selected carrier does not serve.

2. Shipping options and costs

The selected shipping charge is included in the complete total shown before payment.

The flat shipping charges for Canadian orders are $5 CAD for Standard (untracked), $20 CAD for Tracked, and $28 CAD for Express (tracked). Your selected charge is added to the book price. The request form displays the book and shipping total before applicable taxes. When paid checkout is enabled, the complete amount payable, including applicable taxes, will be shown before payment.

If a selected service cannot be used for an address, we will contact you to arrange an alternative at no additional shipping charge or offer a refund. Delivery times are estimates.

3. Production before shipping

Each book is custom-made. Production begins after payment succeeds and we have the photos, permissions, personalization, and other information needed to complete the order.

Production time is separate from carrier delivery time. Any production estimate shown during checkout or in an order confirmation is an estimate, not a guaranteed completion date. If a photo needs replacement or other information is missing, production may pause until the issue is resolved.

4. Delivery estimates

Delivery estimates begin when the finished order is accepted by the shipping carrier, not when the order is placed. Business days generally exclude weekends and statutory holidays.

Carrier estimates are not guaranteed unless a particular service is expressly identified as guaranteed. Weather, service interruptions, peak seasons, remote destinations, and other circumstances outside our reasonable control can delay delivery.

5. Tracking and shipment notices

We will email a shipping notice to the address provided with the order. For Tracked and Express orders, the notice will include the tracking number. Standard Lettermail has no delivery tracking or confirmation. Tracking events can take time to appear after a parcel is handed to the carrier.

Please keep your contact information current and check junk or spam folders if you are expecting a shipping notice.

6. Shipping addresses and changes

You are responsible for providing a complete and accurate recipient name, street address, unit number, city, province or territory, and postal code.

Contact us as soon as possible if an address needs to be corrected. We can update it only if the order has not already been transferred to the carrier. Once shipped, address changes or redirects are subject to carrier availability and may involve an additional charge.

7. Delayed or missing deliveries

If tracking has not updated for an unusual period or the parcel has not arrived after the carrier’s estimated delivery window, contact us at hello@keepsakecolour.ca with your order reference and tracking number.

We will review the shipment information and make reasonable efforts to assist with a carrier trace or claim. Carrier investigations can take time, and a replacement or refund decision may need to wait until the carrier confirms the parcel’s status.

8. Damaged or incorrect deliveries

Please inspect the parcel when it arrives. If the book or packaging is damaged, or if you receive the wrong item, contact us promptly. Include the order reference and clear photos of the parcel, shipping label, packaging, and affected book so we can assess the issue and, where necessary, support a carrier claim.

After reviewing the issue, we will provide an appropriate remedy in accordance with our Cancellation and Refund Policy, applicable law, and the circumstances of the order.

9. Parcels marked delivered

If tracking says “delivered” but you cannot find the parcel, check the delivery location, mailbox, building office, household members, and nearby safe-drop areas before contacting us. We will help review the tracking details and available carrier options.

10. Returned or refused parcels

If a parcel is returned because the address supplied was incomplete or incorrect, or because it was refused or not collected, we will contact you. Additional shipping charges may apply before it can be sent again.

If the return resulted from our error, we will correct it without charging you additional shipping. Custom books returned as undeliverable are handled according to our Cancellation and Refund Policy, Terms of Service, and applicable consumer law.

11. Changes to this policy

We may update this policy when our shipping regions, carriers, methods, or checkout process change. The current version will be posted here with its effective date. The shipping information presented and accepted at checkout will apply to that order.

12. Contact us