Refund Eligibility

If there is a problem with your order, please contact MetalPrinting.ca so we can review the order details and determine whether a refund, replacement or another solution is appropriate.

Order Cancellations

We understand that customers may occasionally need to change or cancel an order. Because custom metal prints can enter production shortly after an order is submitted, cancellation requests should be made as quickly as possible.

Before production

If production has not started, we will make reasonable efforts to accommodate a cancellation request.

After production has started

Once a custom product has entered production, cancellation may no longer be possible because materials and production time may already have been committed to the order.

If you need to cancel an order, contact us with your order number and request details as soon as possible.

Damaged Orders

We package orders carefully, but damage can occasionally occur during transportation.

If your metal print arrives damaged, please contact us promptly and provide clear photographs showing:

• The outside of the shipping package
• Any visible shipping damage
• The damaged area of the metal print
• The shipping label, if applicable

These photographs help us understand what happened and determine the appropriate next step.

Incorrect or Defective Orders

If you receive an item that does not match the confirmed order or appears to have a manufacturing problem, contact us before discarding the product or packaging.

Depending on the circumstances, we may request photographs, order information or other details before determining whether a replacement, refund or other resolution is appropriate.

Image quality and customer-supplied files

Customers are responsible for supplying an image suitable for the selected print size. Results can be affected by the resolution, dimensions, cropping and quality of the uploaded image.

A print may therefore accurately reproduce a customer-supplied file even when the original file has insufficient resolution or contains unexpected image characteristics.

Physical Returns

Custom metal prints are made specifically according to the customer's selected specifications. For this reason, a physical return is not automatically required for every refund or replacement request.

If a return is required, we will provide instructions regarding the return process and shipping arrangements.

Please do not send a product back without first contacting us and receiving return instructions.

How the Refund Process Works

When a refund is approved, the process generally follows these steps:

Once a refund has been processed by us, the time required for the funds to appear in your account can depend on your payment provider or financial institution.

Situations That May Not Qualify for a Refund

Depending on the circumstances, a refund may not be available for:

• A change of mind after a custom product has entered production.
• Incorrect information or specifications submitted by the customer.
• Images supplied by the customer that are unsuitable for the selected print size.
• Colour differences caused by differences between screens and the final printed product.
• Normal characteristics associated with the selected printing material or finish.

This list is intended as general guidance and does not limit any rights or remedies that may apply under applicable Canadian consumer protection law.

Please Review Your Order Before Checkout

Before placing your order, carefully review your uploaded image and selected options, including:

• Image and crop
• Print size
• Orientation
• Finish
• Mounting or display option
• Shipping information

Taking a moment to check these details can help prevent production and delivery issues.

Need Help With an Order?

If you have a question about a cancellation, damaged package, defective product, refund or return, please contact us with your order number and as much relevant information as possible.

Our team will review the request and let you know what information or next steps are required.