FAQ's
CUSTOMER ACCOUNTS
Do I have to create an account if I order online
NO. While creating an account allows you to access previous orders, track shipments, create an address book and have a faster check out next time you shop, you may place an order as a 'guest' without creating an account. You will still be asked for billing and shipping information, but this will only be used to process your order.
ORDERS
Can I place an order on an out of stock item?
No! Items that are out of stock will require you to complete an email notification form that will be sent through to our store and then an automatic email will be sent directly to you when new inventory is added for your product.
Can I Pre-order a product that is coming soon?
Yes. There will be an option for you to pre-order certain "coming soon" products. You will be required to complete your personalization of the item prior to clicking the pre-order button and sending the item to your cart for checkout. Payment will be taken at time of checkout and a notification email will be sent when the new product arrives into our inventory. Coming soon items can be 2-4 weeks out before entering our store inventory and If for any reason there is a delay on the item, you will be notified immediately.
How do I cancel my order?
Under the consumer protection act you have the right to cancel your order. To cancel an order you must call us within 2 hrs. of placing your order at 647.317.3770 or email us at csr@reddoorengraving.com
Can I add to my order after it has been placed?
We try to dispatch your order as quickly as possible. If you decide you want to add on to your order within 2 hours of placing, and before 4pm EST on the same day*, please call us at 647.317.3770, or email us at csr@reddoorengraving.com and we will try to accommodate where possible.
*Once you have received a confirmation of shipment from us, you will however be required to place an additional order through our online store.
Where is my order confirmation?
Once you have placed an order, you should receive an email confirmation to the email address you provided at checkout. If for some reason you did not receive this email, please check your spam/junk folders before contacting us.
When will I receive my Shipping Confirmation and Tracking Details
A shipping confirmation will be automatically sent with a tracking number as soon as your item has been processed through our shipping dept. Most orders are shipped within 5 days of your order confirmation.
Can I make changes to items within your RDE Design Shop, or custom design something of my own:
Yes. We have a custom order page on our navigation bar which will provide you with the details of how custom orders work and how to contact us about your desired product or project.
PRODUCTS
Personalization: Our products within the Design Shop are ready made products that can be personalized with you preference of text or artwork or both. There may be some limitations based on the size or colour of the product but overall the customer is adding a personalized touch through our engraving process to an already constructed item.
Customization: A process where our customers will create or design their own product with specific specifications around, materials, size, colour, costs etc and will be a one of a kind item just for them and their desired project. These customized projects can also be personalized with text or artwork of our customers choosing.
Product Care
All product care instructions will be included with every package for every item. Please review them carefully and should you have any questions please reach out to us at csr@reddoorengraving.com
Can I send my purchase as a gift
Yes. Please ensure that you indicate in the checkout process the correct mailing address of the items you wish to be sent. Also ensure that your billing address is correctly entered if different than the mailing address. Should you wish to add a 'Just For You' card with your gift, please visit the GIFT WRAPPING section of The RDE Design Shop to add our FREE card to your cart, or purchase a more personalized ready made card for your occasion.
PAYMENT OPTIONS
What payment methods do you accept?
We accept payment from most credit cards - VISA , Mastercard, American Express & Discover Card, as well as payments made by Google Pay & Apple Pay. We do not accept money order, cheque, purchase orders or electronic bank transfers.
SHIPPING
CURRENT Covid-19 delivery times and information?
We are still operating and dispatching orders. Unfortunately we are unable to guarantee delivery times through our carriers due to the overwhelming deliveries they are processing. We are doing our very best to get your items to you in a timely manner.
What are my shipping carrier and delivery options?
You will choose your preferred shipping carrier and delivery options from your cart menu. Prices are based on weight and measurements and will be calculated at checkout.
What are the shipping rates?
Shipping Rates vary based on your choice of Standard, Overnight, Expedited or International Shipping. All Shipping costs are calculated in real time at the time of checkout.
Duties and Import Taxes for International Shipping
International shipments may be subject to import taxes, duties and/or customs fees. These fees are the sole responsibility of the recipient. If a shipment is refused and returned, you will be responsible for any import taxes and/or return shipping costs incurred by The RDE Co. These fees are specific for the destination country. Therefore, we do not know what the amount will be. The shipping and handling fee applied by THE RDE Co. at checkout does NOT cover any duties, taxes or brokerage fees. Please be prepared to pay these fees when your package is delivered. If the package is refused or returned to us, all customs charges or fees will be charged back to customer on the original invoice.
How long is delivery?
We carefully prepare and package each order from our Design Shop in Muskoka, ON. Orders ship Monday through to Friday. There are no weekend shipments. We aim to dispatch all orders within 3 - 5 days from when placed. All orders have an estimated delivery time of 7 - 10 working days within Canada, this does not include processing time.
Estimated delivery time for US or International orders is dependent on your choice of shipping options, but can range from 10-20 days, this does not include processing time.
What should I do if my order is missing?
If you are in Canada and have not received your order within 10 working days from the date of your shipping confirmation email, please contact us by email at csr@reddoorengraving.com
For US & International customers, please allow up to 20 working days before contacting us regarding a missing order.
RETURNS/REFUNDS/EXCHANGES
Please see our Refund Policy. This can be found at the footer of all our store pages.
For any further questions please contact us below: