FAQ

Frequently Asked Questions 

General Questions

What currency are your prices in?

All the prices on our web site are in Canadian Dollars.

I like one of your pictures, but it is not available in the format I want?  Can I have it printed in the format I want?

Most of our images can be worked to fit almost all our products.  With that said there are some restrictions when it comes the the quality we can provide with the images file size.  Please contact us to see if we can create your desired product.

Will my product look exactly as it does on my computer's screen?

All photo products will look very similar to your screen but due to the nature of everyone's computer screens being different there is a slight chance the product will be slightly different in colour tone and saturation.

 

Shipping Questions

Where do you ship to?

We are located in Canada and ship worldwide.

How much does shipping cost?

Shipping costs will be added at the time of checkout and will depend on your location and method of shipping selected.

What about International Shipping?

Please note that standard international shipping fees do not include taxes or duties as they differ depending on your location. 

We are unable to supply estimated duties and taxes as this information will vary by your country.  Please note that you will be responsible for all duties, taxes and customs charges.  If your order is then refused, you will still be responsible for charges incurred in shipping your package.

How long does it take to receive my order?

Once your order is received by us it will processed within 2 business days and shipped out within 3 to 7 business days. Depending on where you are located your order can take between 7 to 28 days to be received.  On average, orders are received within 2 weeks. 

 

Ordering Questions

What payment methods are accepted?

We currently accept payment for your order by Visa, MasterCard, American Express, ApplePay & PayPal.

How do I know what size to purchase?

Some clothing products will have several options for sizing.  Remember to size up for a loose comfortable fit.  If you are really unsure please feel free to contact us and we can offer some assistance.

Can I cancel or change an order I placed?

Generally you are not able to make changes to an order once it has been submitted.  With that said we want to help if possible, if you contact us within 24hrs of placing your order we might be able to make any changes you request, we can only try, no guarantees.  

How do I return an item?

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift Cards and Phone Cases.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable), such as any item not in its original condition, is damaged or missing parts for reasons not due to our error, or any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@engrooved.ca.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at images@engrooved.ca and send your item to: 9172 Sunshine Coast Hwy Halfmoon Bay British Columbia CA V0N 1Y2.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 9172 Sunshine Coast Hwy Halfmoon Bay British Columbia CA V0N 1Y2

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Please visit our contact page to get in touch so we can help.