FAQ
A few of the things we're often asked.
Ordering, Canceling & Returns
No! Your payment data never touches our servers or devices and we are only informed that your transaction was successful or not.
We also don't have access to the specifics of your payment details; Shopify Payments (who in turn uses Stripe) is the payment processor and they singularly or together may have to store your payment details at their ends to make checking out from Shopify stores easier.
Yes. As long as the item hasn't shipped you can cancel by notifying me of your change of heart. I will issue a full refund back to the same payment method used to make the purchase. Note that it may take several days the refunded amount to show up in your account.
I want you to be happy with any order you make from TTLG Creations, so generally, yes with the following caveats:
IN STOCK ITEMS and MADE TO ORDER:
Once the item has been received back and I have confirmed it is unused and in resalable condition, with all tags and wrappings intact, I will issue a refund for the product cost minus shipping.
Resalable condition means no sign of use, wear and tear, cosmetic or any other damage.
You are responsible for return shipping costs.
CUSTOM ORDERS:
If not personalized, yes. Please see the more fulsome answer to this in the Custom Orders FAQ.
Every item I sell is inspected and hand packed by me to ensure that every item leaving my home is in pristine condition. But accidents can happen so I will refund your purchase under the following terms.
After providing photos of the shipping box and contents, if it can be determined the damage was caused by the shipper I will refund your order immediately, or optionally (if preferred) remake and reship that order to you at no cost.
I can then make a claim for a refund from the shipping service. To do this I will have to provide them with your contact information, and their claims investigation may subsequently ask you a few questions about the package received.
Shipping
Absolutely! TTLG Creations ships every business day to Canada and the USA.
My items are handmade so qualify as Made in Canada as substantive transformation to the raw materials have taken place in my studio. So under normal times with de minimus in place there would be no issue purchasing. But I understand that right now (May 2025) imports to the USA originating from Canada may be charged 25% tariff by US border services.
International customers need to contact me using the menu link to determine if shipping to your country is possible at this time. Include your full shipping address.
Local pickup provides the means to shop online and pick up your items from my home.
If your items are ready to ship they’ll be available for pickup within 24 hours or even same day, time permitting.
Made-to-order and custom items take several days to produce and you will be notified when pickup is possible in order to arrange a mutually convenient date.
In either case I will provide you with the address and directions once your order is ready.
Yes. Within most of the L1 * postal code areas I will be happy to drop off your prepaid order for a flat rate of $5.
Local Pickup
No. TTLG Creations offers contactless pickup, therefore all sales must be completed in full through the web site prior to picking up your order.
No. When you choose the Pickup option at checkout you’ll only pay the online prices for your item. There are no additional fees, and no shipping charges.
Sure! As long as you contact me before the parcel has shipped I can arrange for pickup at my home instead, and once done I will refund the shipping cost included in your original order cost!
TTLG Creations is a home-based small business operating in Pickering Ontario. The pickup address and phone number is provided to those customers requesting local pickup during the checkout process.
Yes. As you have already paid for your order I can leave it for secure pickup outside my home. Note this in the order comments when spedifying pickup and I will email you details.