How do I get my order?
There are currently 2 options available depending on where you live. All are contact-less in an effort to help stop the spread of COVID-19.
- Shipping – we ship via Canada Post. Shipping charges apply and will be calculated on check out.
- Local Pick Up – local pick up is currently available in Milton Ontario. You will receive an email when your order is ready and you can come anytime to pick it up from our drop box located on the porch of our studio.
Other FAQ’s:
How much is the “Rush Fee”?
Typically our rush fees are between $5-$25 depending on the product and turnaround time required.
What is your turnaround time?
You choose your turnaround time! Our standard (free) turnaround time is 10 business days but we can have orders ready for pick up or shipping in 1 business day if needed. There is a fee to rush your order. You can choose your turnaround time and clearly see the rush fee when you place your order online.
Depending on the time of year, the standard turnaround time may be extended, and rush fees will increase, or the ability to rush an order may be removed. We will update the product page so you’ll be aware of this before you order. This typically occurs the closer we get to Christmas, Father’s day and during the summer. Please follow us on Facebook for the most up to date information.
Business days are Monday to Friday not including statutory holidays.
Please note, the amount of work required for some designs means they cannot be rushed, so please don’t wait to order.
How do I send you my child’s artwork?
Please do not send us any original artwork. Just take a picture with your phone and upload the .jpg file when you order. Alternatively, you can email it to us. For more information on how to take a great picture for engrave please check out this link.
How do I get a print of my child’s hands or feet?
For detailed instructions, click here.
1. Use a non-toxic, washable, dark ink on plain white paper with no lines. We recommend testing the ink on an adult first to determine how easy it is to clean and remove.
2. Liberally cover the bottom of your child’s foot/hand/finger with ink.
3. Press the inked surface evenly on the paper and repeat several times.
Hints: its easier to bring the paper to the foot (instead of stepping on the paper). Use a hard surface (hard cover book) to support the paper.
Once you have the prints, take a picture with your phone and upload them on the product order page. Alternatively, you can email them to us.
Do you offer products that aren’t on your website?
Yes! We love to work with our customers to develop products that are right for you and your family. We are very happy to discuss any ideas that you may have and offer some of our own. Together we can create a product from your child’s art that will last for generations to come. Send us an email info@roundtripstudios.com and we can get started!
How long does it take to get my finished product?
Our standard turnaround time is 10 business days but we can rush orders if needed. You can choose your turnaround time when you place your order, but checking the desired box. Depending on the season, these turnaround times and rush fees may change. Please follow us on Facebook or Instagram for the most up to date information.
Remember turnaround times do NOT include shipping times. Business days are Monday to Friday not including statutory holidays.
How much does shipping cost?
We use Canada Post for shipping and prices depend on the product you choose. Typically our cutting and charcuterie boards are $30 to ship, for example. This is subject to change.
How long does shipping take once my product is ready?
Shipping time depends on location. Canada Post – Expedited parcel – 7-17 days. Express Post – 7-10 days.
What happens if my order gets lost in the mail?
According to Canada Post – this rarely happens. However, in the case of a missing product we will make a claim directly to them. All of our packages have a tracking number. You can track your parcel here Canadapost.ca.
What if my product is damaged during shipping?
Please contact us immediately if your package has been damaged in the mail.
How do I pay for my order?
Our prices are in Canadian Dollars. You can pay for your order by debit or credit card via the PayPal link at checkout. You do NOT have to have a PayPal account to check out.
What about personal privacy concerns?
We will not share any of your personal information or any customer data with anyone. Any information we require will be used only to complete orders, send receipts and for email confirmations and communications. We do not see any of the credit card or bank information when you send us email transfers or complete payment through Paypal.
Can you laser engrave metal?
No – we do not do laser engraving or cutting of metal.
How long does it take to hear back when I send an inquiry?
We aim to respond to all emails and inquiries within two business days. If you have not heard from us after two business days, please check your junk mail folders or contact us directly either via email or by phone: 905-749-1073.
How do I get my child’s handwriting to you?
It’s easy to submit your child’s handwriting for engraving. You just take a picture with your phone and upload it on the product page when you order. For detailed instructions and tips, please read this article.
It works best if you can have your child write with black marker, on white paper with no lines. Then take a photo in good light from directly above with your smartphone and email us the largest file size possible. Don’t worry about the layout of the writing, we can re-arrange it to fit onto the product you have ordered. We will send you a design file via email to approve before we engrave your gift for you!
Any other questions?
Email us at info@roundtripstudios.com and we would be happy to answer!