Refund policy

Last updated: October 27, 2026

Custom printed products

Custom printed bags, boxes and other packaging are made to order with your logo or artwork, so they can't be returned, exchanged or refunded once printing has started. Before we print, we send you a free digital mockup (proof) to check. Please review the spelling, colours, logo size and position carefully. Printing begins only after you approve it.

Serious quality issues

If your custom order arrives with a serious quality problem, such as a printing defect, the wrong product or size, or damage in transit, please email us at ken@truenorthbrand.ca within 7 days of delivery with your order number and photos of the problem. After reviewing it, we will reprint the affected items or refund them.

Small colour differences between screen and print, and details that match the approved mockup, are not considered defects.

Stock (unprinted) products

Plain, unprinted items, such as plain bags, plain boxes, tissue paper and ribbon, can be returned within 7 days of delivery for a refund. Items must be unused and in their original condition and packaging.

To start a return, email ken@truenorthbrand.ca with your order number before sending anything back, and we'll confirm the return details. Return shipping is paid by the customer.

If a stock item arrives damaged or you received the wrong item, email us within 7 days of delivery with your order number and photos, and we will replace or refund it at no cost to you.

Refunds

Approved refunds are issued to your original payment method once we receive and check the returned items. Depending on your bank, it may take a few business days to appear.

Contact

Questions about an order? Email ken@truenorthbrand.ca.