Frequently Asked Questions
I live in the Ottawa area, do you offer local pickup so I can save on shipping?
We do - in Little Italy! At checkout, instead of selecting a shipping method select "Local Pick Up". We will then send you our address and set up a day/time for pickup that works best. Please only select this option if you can pick up in Ottawa.
Do you offer sizes larger than 11x14?
Yes, we do! We can hand-embroider select maps up to 24x36". Please e-mail us with your request and we will provide you with a custom quote.
How long until I receive my order?
It takes 5-7 business days to hand-stitch your map - and custom maps that need to be mocked up take 7-10 business days. Please add that to your selected shipping preference to get an estimate of the arrival time! If you need your item rushed, please contact us prior to ordering. If any delays in shipping occur (i.e. holiday rush), they will be announced on the homepage (at the top and/or in the slideshow of photos).
*Holiday 2019 Processing Times: Any order placed after 11/13 will be shipped or ready for pickup after 12/10. Any order placed before 12/10 will be guaranteed for Christmas IF ordered with local pickup in Ottawa -or- an expedited shipping method is selected at checkout.*
Do you ship to the US or Europe?
We do! We ship worldwide via Canada Post. If you are having trouble at check-out please contact us - we're here to help!
What are the estimated shipping times?
Canada: 2-7 business days
USA: 6-12 business days
Europe: 2-4 weeks
Rest of World: 3-8 weeks
We'll do our best to meet these shipping estimates but cannot guarantee them. Actual delivery time will depend on the shipping method you choose. Please remember to add shipping times to processing times to get an estimated arrival date.
Oh no, I haven't received my order! What do I do?
If you are in Canada or the USA and did not select unframed letter mail at checkout, you have a tracking number. Please check that first to see where your package may be.
If your tracking indicates your order was delivered but you don't see it, please verify that the address entered for the order is correct. Checking with your closest post office might also help, as sometimes packages are left there.
If that doesn't work, please contact us and we can open a lost package inquiry.
If unframed letter mail is selected at checkout - this option does not come with a tracking number. Please give this option an extra two weeks over the quoted shipping timelines before it will be deemed lost.
Do you offer gift-wrapping and packaging?
We love to make your order special - which means complimentary gift wrapping if asked! We can also send a special note/card with whatever blurb you'd like to say to the person receiving the gift.
Do you wholesale your maps?
Yes! Please check out our catalogue and order form here - and feel free to contact us for any questions you may have.
Do you accept exchanges or returns?
We want you to be 100% satisfied with your order - it is a relic of a happy memory after all!
We gladly accept returns, exchanges and cancellations
Just contact me within 7 days of delivery
Ship items back to me within 30 days of delivery
Request a cancellation within 12 hours of purchase
Unfortunately, we cannot accept returns of custom or personalized orders because of their nature - but please contact us with any questions or concerns.
What are the conditions of a return?
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
What about customs and import taxes?
Buyers are responsible for any customs and import taxes that may apply. Unfortunately, we are not able to pay these fees and are not responsible for delays caused by customs (but we're extremely sympathetic and will be frustrated all the same).
Who took your amazing photos?
All map photos were taken by the lovely Samantha Brazeau-Wilson. Check out her beautiful jewellery here.
All "lifestyle" photos were taken by the lovely Sara Cratt. Check her out here.