$10 flat rate Shipping in Canada!
Due to COVID-19 closures there may delays on some products.

Customer Service

Shipping & Delivery

What is the expected delivery time?

SHIPPING DELAYS – Due to COVID-19 pandemic, we are experiencing shipping delays.
NOTE: As some of our suppliers have had to close,  orders that contain white and black frames will not be shipped until these suppliers reopen.  We apologize for the inconvenience, and appreciate your patience during this difficult time for small businesses, like ours.

We strive to get orders printed and shipped as quickly as possible.  However, most products are either hand made or on-demand so depending on order volume, stock availability, and your location, some orders may take longer than others.  Shipping times are estimates, and prioritized by distance during holiday seasons.

Current estimated shipping/delivery times  are as follows*:

Stickers/Labels:  5-12 business days
Unframed paper prints: 1-2 weeks
Framed Prints:  2-4 weeks
Canvas Signs & Growth Charts: 2-4 weeks
Chalkboards & Dry Erase Boards: 2-4 weeks

LATE GIFT IDEA: Sample images we send during the proofing process can be printed and placed inside a card to present to your recipient to show them what they will be receiving.

Do you ship to Canada?

YES!  We are Canadian and located in St. Catharines Ontario.

What is the cost of shipping?

Shipping within Canada is $10 flat rate and is shipped via Canada Post Expedited service. Shipping to the United States is $15 flat rate.

Do you offer RUSH delivery?

We understand that there are some circumstances in which you may need your order sooner.  If you require your order sooner than the estimated delivery time, please contact us: 1-855-519-1524 or info {at} simplesugardesign.com  PLEASE NOTE:  RUSH delivery may not be available close to Valentines Day. Mothers Day, November, and December.

Do you ship outside of Canada and USA?

For details contact us: click here to send us a message


What methods of payment do you except?

Simplesugardesign.com accepts Visa and Mastercard Directly from the checkout page. American Express and Discover cards, along with payments from a Paypal account can be made via Paypal (you DO NOT need a Paypal account to process your payment).  We also offer the option to pay via electronic transfer or by phone by choosing “Help me with my order” on the checkout page (selecting this option will save and send your order to us for additional processing before payment. To place an order by telephone or for help using the website call us: 1-855-519-1524 (toll-free in North America)

What Currency are your prices?

All prices are in Canadian dollars.

Do you charge sales tax?

We collect HST or GST from all orders billed to Canadian addresses depending on your province.

Is my information secure?

Simple Sugar Design uses industry standard encryption.  All personal information submitted to Simple Sugar Design is encrypted using 256 bit SSL technology.  All credit cards are processed through our secure payment gateway and Paypal, (you DO NOT need a Paypal account to process your payment).  We do not store your credit card information on our servers and we do not have access to this data.  Once you place your order, you will receive a confirmation email, with your order number, and receipt.  We do not store credit card information, and we will never share your information with anyone.



What is your refund/returns policy?

Due to the custom/personalized nature of our products, returns are not accepted.  However, we will accept returns of defective merchandise or a mistake on our end. In those cases, you must notify us by email within 7 days of receiving your order.

We are not responsible for mistakes and/or errors approved by you during the proofing process.  We only print your design after receiving approval of your proof, so please review it carefully.

Please note: Artwork/administration fees may apply in the event of an order cancellation after an order is placed.  Fees may include all components/supplies needed to complete your order.



Where are you located?

Simple Sugar Design operates as an online shop only.  We are located in the beautiful city of St. Catharines, Ontario, Canada.

Can you do a design in French (or another language)?

Yes! We can do any design in French (or another language) as long as you provide the translation to us. Simply leave a note in the “customer notes” section when checking out with the translation. You will receive a proof to look over and make sure there are no errors before we print.

Why doesn’t my coupon code work?

There could be several reasons as to why a coupon code is invalid.  The first and most common reason being that all coupon codes are case sensitive (meaning they should be entered exactly as they appear, usually all uppercase letters).  Other reasons for an invalid code could be that the code has expired, something in your cart does not apply (pillows are usually excluded), or there is a problem with the code.  If you have tried entering the code exactly as it appears, and it hasn’t expired, please contact us (by phone, email, or facebook private message).

What is a proof? And which designs include a proof?

A proof is a sample digital image of what your artwork will look like (with all your information) so that you may look over and double check that all the information you requested for the design is correct and looks just the way you like it.

Proofs are included on most products, but always for Birth Announcements, Love Stories, Family Stories, Our Stories, Family Trees, and Timeline designs.  If you are unsure if your artwork includes a proof, please contact us (by phone, email, or facebook private message).

PLEASE NOTE: There is a 2 proof limit, meaning all corrections should be made at one time before your second proof is sent to you. Any additional proofs, or changes to the design, may require extra design time fees

Can I get a digital proof of my artwork if a proof is not included for my design?

Yes. If you would like to see a proof of your artwork, please contact us (by phone, email, or facebook private message).  Extra charges may apply.

How are digital downloads delivered?

There are two kinds of digital downloads – “Instant Download” and “Digital File”

When a product is labelled “Instant Download” in the drop-down menu, you will receive a “download”  link on your order confirmation page after checkout, which you can click and it will automatically download the file to your computer.

When a product is labelled “Digital File” in the drop-down menu, digital files will be sent to you via email once a designer has made any customization/personalizations and you have approved the proof.

What is fine art paper?

All of our prints are printed on fine art paper. It is high quality, speciality paper used by artists. With its archival properties, it can help to preserve artwork for 100’s of years!  Fine art paper is acid-free, made from natural fibres, and comes in a variety of textures, each delivering their own effects.  Choosing the right paper can make the difference between an ordinary, and an exceptional piece of art!

*If you have a question that has not been answered on this page, please contact us by phone: 1-855-519-1524 or email: info{at}simplesugardesign{dot}com

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