Our Customer Service Policies
Ordering Process
Upon receipt of your inquiry, we will generate an artwork proof free of charge. If amendments are required, please notify us.
When you are satisfied with your virtual proof, we will send you an invoice and artwork approval form.
Once paid and signed, please return these to us so that we may commence production.
We are on standby to assist you through the order process at any time. During regular business hours just click our chat button or call us at 519-219-2292.Outside of business hours or for non-urgent requests, please contact us at [email protected].
Shipping & Delivery
We charge shipping and handling for our delivery services. Shipping is charged at the same cost provided by the courier and we do not add markup. Delivery companies in use by Custom Lanyards Canada include but are not limited to; UPS, FedEx, Purolator, Canpar and DHL.
We welcome you to put our rush services to the test. We have provisions in place to deliver "in stock" items within 48 hours of order placement. Please contact us before ordering to confirm stock levels. Standard delivery times within Canada are usually 5-7 days.
Returns & Replacements
Custom Lanyards Canada is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are available. Both standard and rush service delivery timeframes are listed on each product when available or applicable. In the event that an ordered item is no longer available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
Please choose your promotional items carefully. We do not provide refunds if you simply change your mind or make mistakes during the order process. There are no refunds on custom printed merchandise once production has begun. It is the customer's responsibility to double-check and ensure that all details provided by Custom Lanyards Canada match your requirements. You will be required to sign an artwork approval form before production may commence, at which time please notify us of any amendments you wish to make. If you receive goods that have been manufactured incorrectly, or the print does not match the artwork you approved, we will gladly remake the items for you.
"In stock" items may be returned in the original packaging within 30 days at the customer's shipping expense, and a small restocking fee may also apply.
Artwork Services
We offer a FREE artwork service that includes a digital preview of your item(s)! We also have access to logo vectoring and full creative graphic design through our art team. There may be additional costs for these services, so please contact us with details about your project and to confirm eligibility. For more information on our free services as well as optional services, please visit our Artwork page.
Custom Lanyards Canada assumes that clients have obtained allowances or permissions to reproduce any trademarked/copywritten logos, likenesses and taglines. Custom Lanyards Canada will take no responsibility for any copyright disputes. All items produced by Custom Lanyards Canada could or can be used in our advertising/marketing campaigns, unless we receive specific instructions not to, in writing, before confirmation of the order. Any and all trademarked items used in Custom Lanyards Canada's campaigns are for marketing purposes only; they do not belong to us, and are not for resale or available for reproduction by other clients. All screens and transfers produced by Custom Lanyards Canada remain the property of Custom Lanyards Canada and cannot be shipped out of our factory. Pricing includes only the creation of the screen or transfer, and not the proprietary rights to it.
Reseller Services & Non-Profit Discounts
We offer many services to resellers, including discounts, unbranded artwork for displaying to your clients, discreet packaging and more. For full details on becoming a reseller with Custom Lanyards Canada, please see below for more information. We also offer discounts to registered non-profit organizations, please contact us directly from your organization's email address or phone number for complete details.
Are you an established reseller of promotional products within Canada? As a reseller you will enjoy many benefits including:
- Discounts on many of our products as well as advice on pricing lanyards for your customers
- Free artwork services with our company details removed for discretion
- Blind shipping options to deliver direct to your client's door using plain packaging with none of our company info shown (via Purolator or UPS Domestic)
- Fast delivery taking only 5 days for custom printed lanyards, with overnight express by courier available on in-stock items
- Friendly service and support from our dedicated sales team and design staff
- Simple and clear ordering processing systems that let us make your job easier
- Wholesale lanyards guaranteed to be premium quality and manufactured to your specifications
Privacy & Information Security
For each visitor to our website, our server automatically recognizes your IP address. We collect no personal information on consumers who simply browse our pages, unless submitted via our contact form or by email directly. We have a policy in place that dictates how we use and protect any information you share with us when visiting our website. We are committed to ensuring that your information is secure and only used in accordance with this policy. For complete details please visit our privacy and security page.
Updating Account Information
Should you need to update any of your contact or account information, please get in touch with us – we may need to ask a few security questions to confirm your identity by phone or email. If you have placed an order using incorrect information please inform us ASAP so we can amend your order before it is produced and shipped.