FAQ

FAQ – Frequently Asked Questions

📦 SHIPPING & DELIVERY

Q. Where do you ship from?
A. Most Canadian orders are fulfilled and shipped within Canada. In rare cases, depending on stock, some orders may ship from the United States.

Q. Will I have to pay customs fees?
A. If your order ships within Canada, no customs fees apply. If it ships from the US, customs duties or import taxes may apply. These fees are determined by local customs agencies and are the customer’s responsibility.

Q. How long does shipping take?
A. All products are made-to-order, so delivery time includes production time + shipping time.
Production time: 2–7 business days
Canada: 5–10 business days
USA: 3–7 business days
International: 7–20 business days
Delays caused by carriers, weather, or customs are outside our control.

Q. Will I receive tracking info?
A. Yes. Once shipped, you will receive a tracking email. Please allow 24–48 hours for tracking updates.

👕 PRODUCTS & SIZING

Q. How do I choose the right size?
A. Each product page includes a Size Guide in inches and centimeters. For a relaxed fit, we recommend sizing up. Because items are made-to-order, we cannot accept returns for sizing errors.

Q. Are colors exactly as shown?
A. Colors may vary slightly due to screens and device settings, but we do our best to match designs accurately.

Q. Are your products unisex?
A. Yes. Most hoodies and T-shirts are a comfortable unisex fit.

🧵 PRODUCTION MODEL

Q. Do you carry inventory?
A. No. We produce each item after you order—nothing is stocked or pre-made.

Q. Why made-to-order?
A. It reduces waste, avoids overproduction, and ensures you receive a freshly printed item.

🔄 RETURNS & EXCHANGES

Q. Do you accept returns?
A. We accept returns only for defective, damaged, or incorrect items. Claims must be filed within 14 days of delivery and require photo proof.

Q. Can I exchange my item for another size?
A. Because each item is custom made, we cannot exchange due to sizing mistakes or preference. Please check the Size Guide before ordering.

Q. What if my item arrives damaged or incorrect?
A. Email us at vastandco2025@gmail.com with your order number, a short description, and photos showing the issue. Approved cases receive a replacement or refund.

Q. Can I return sale items or gift cards?
A. No. Sale items and gift cards are non-returnable.

💳 PRICING & PAYMENT

Q. What currency are prices listed in?
A. All prices are in Canadian Dollars (CAD). US customers will see automatic USD conversion at checkout.

Q. What payment methods do you accept?
A. We accept major credit/debit cards through Shopify Payments.

📬 LOST, DELAYED, OR WRONG-ADDRESS ISSUES

Q. What if tracking says “Delivered” but I have no package?
A. Check neighbors, building staff, or your local post office. If still missing, contact us and we’ll help investigate.

Q. What if I entered the wrong address?
A. We are not responsible for orders lost due to incorrect or incomplete addresses entered by the customer. Please double-check at checkout.

🌍 INTERNATIONAL ORDERS

Q. Do you ship internationally?
A. We mainly serve Canada and the United States. International customers are responsible for any import duties, taxes, or customs fees.

📧 CONTACT

Q. How do I reach support?
A. Email us anytime at vastandco2025@gmail.com — we’re happy to help!

🎉 THANK YOU
Thank you for supporting a small North American made-to-order shop!