FAQs
Check out our most frequently asked questions here. If you still need help, please contact us!
🔥ON GOING WAR TRADE SHIPPING UPDATE
Please note that due to the on going war trade disruptions, all international shipments may experience delays beyond our estimated delivery windows. Our team is working diligently to fulfill orders on time, but carriers may delay deliveries. Thank you for your understanding.
SHIPPING
🌎 Do You Ship Outside of Canada?
Yes, we ship to the USA, except the following locations:
Alaska, Hawaii, Puerto Rico, and the U.S. Virgin Islands.
When will my order Ship?
We process all in-stock orders within 1–3 business days.
🚚 How long will delivery take?
East Coast (Canada):
3–8 business days
West Coast (Canada):
3–8 business days
USA:
4–9 business days
Preorder items may take longer and are not included in the above timelines.
📬 Do you ship to P.O. Boxes?
No. We do not ship to P.O. Box addresses.
🌐 Will I be charged customs duties or taxes?
If you're ordering internationally, you may be charged import duties, taxes, or customs fees by your country. These are not included in the item or shipping price and are your responsibility to pay.
❌ What happens if I refuse to pay customs and the package is returned?
If you refuse to pay duties/taxes and the package is
returned or discarded:
No refund will be issued, including shipping costs.
We are not responsible for loss, delay, or charges resulting from refusal.
Return shipping or handling fees may be deducted from any future store credit (if granted, at our discretion).
By ordering internationally, you accept these terms.
📦 What if my package is marked as “Delivered” but I didn’t receive it?
If your package is marked "Delivered" but is missing:
- Please contact the shipping carrier immediately to file a claim.
Elegant Design Supply is not responsible for lost/stolen packages after delivery is confirmed.
To avoid theft, you may:
- Request the package be held at the depot for pickup.
- Contact us to add signature on delivery (fees apply).
RETURNS
❓Can I return an item?
We only accept returns if the product is damaged or defective.
To qualify:
- Damage claims must be made within 7 days of delivery.
- Items must be in new condition and original packaging.
- Discounted items are final sale and cannot be returned.
🧾 How do I request a return?
Email us at info@elegantdesignsupply.com with:
- Order number
- Items you wish to return
- Reason for return
We’ll provide return instructions.
💳 Will I get a full refund?
If the return is due to our error (e.g. wrong or defective item), we’ll cover the shipping and issue a full refund.
If not, you will:
- Pay for the return shipping
- Be charged a 10% restocking fee
- Only receive a refund for the item (not the shipping)
⏳ How long does a return take to process?
Returns are processed within 7–10 business days of arrival.
Refunds are issued to your original payment method.
It may take up to 5
business days for the refund to show on your statement.
🔄 Can I exchange an item?
We do not currently process direct exchanges.
If you wish to exchange an item, return the original item for a refund and place a new order.
🏬 LOCAL PICKUP
Can I pick up my order?
Yes! To arrange local pickup:
Select "Pick-Up In Store" at checkout
Wait for a confirmation email that your order is ready
Pick up Monday–Friday, 9AM–3PM
Bring your order confirmation email and ID at pickup.
GENERAL
👥 Do I need to create an account to order?
No! You can check out as a guest without creating an account.
💳 What payment methods do you accept?
We accept:
- Visa / Mastercard
- Visa Debit / Mastercard Debit
- PayPal
- Google Pay / Apple Pay
🔁 Can I cancel my order?
Yes — but only before the order has shipped.
Email us at info@elegantdesignsupply.com as soon as possible.
Refunds are issued to the original payment method. It may take up to 5 business days to appear on your statement.
📦 What happens if items are backordered?
If an item is out of stock:
- Our team will contact you with an ETA
- Youcan choose to wait or cancel the item
Backorders may be subject to additional shipping charges
💼 Do you offer wholesale or bulk pricing?
Yes! We now accept wholesale orders via Faire.
Click here to learn more.
💧 Are your boxes waterproof?
All our boxes are laminated inside and out, making them water-resistant. However, they are not designed to hold water directly.
To use with fresh flowers, we recommend placing a liner with wet floral foam inside.
🖨️ Do you offer custom printed items?
At this time, we do not offer custom printing or personalization.
ADDITIONAL QUESTIONS
❓Are customs duties included in the price I paid at checkout?
No. Customs duties, import taxes, and other fees are not included in the product price or shipping fee. These are charged separately by your local customs office upon delivery and are the responsibility of the buyer.
❓How will I know if I need to pay duties or import fees?
Once your package arrives in your country, your local customs office or shipping carrier will contact you with payment instructions if fees apply. We recommend checking with your local customs office in advance to understand applicable charges.
❓Can you mark my package as a “gift” to avoid customs fees?
No. We must declare all packages accurately and truthfully in accordance with customs laws. Understating values or mislabeling contents is illegal and may cause your package to be delayed or seized.
❓What happens if I don’t pay the customs fees?
If customs duties or import fees are not paid by the
customer, the package may be:
- Returned to sender (you will not receive a refund)
- Destroyed or abandoned by the carrier
We are not responsible for lost, destroyed, or returned items due to unpaid customs fees.