Frequently Asked Questions

Find the answers to most of our frequently asked questions below. Please take a look to see if your question is answered below. If you can't find what you're looking for, feel free to send us a message on the "Contact Us" page.

SHIPPING & DELIVERY

Where is your shop located?

We are located outside of Renfrew, Ontario, Canada.

Do you ship internationally?

We currently ship within Canada and to the United States (including Alaska & Hawaii).

Do you have a storefront where I can come shop?

We do not currently have a physical store, but we occasionally participate in local markets where you can shop in person. Visit our Events page to see any upcoming events where you can find us.

Can I pickup my order?

You bet! To pickup your order, please choose the local pickup option during checkout. You will receive an email to the address used for your order once it is ready for pickup. This email will include available pickup times and our address. You must respond to this email to arrange a time to come by. Pickup is contactless; your package will be set out in our pickup bin for you to grab at the prearranged time.

What is the shipping cost?

The shipping cost for your order is dependent on your address and the items ordered and is calculated based on the actual postage rates. To see what the shipping cost will be for your order, please add everything to your cart and go to the checkout page to see the available options. 

I need my order quickly. Can you rush it?

Maybe! Please contact us with the details of what you're looking for, when you need it, and your postal/zip code for shipping. We can discuss your options.

My order was delivered late, can I get a refund?

Unfortunately we cannot guarantee delivery dates as the postal service is outside of our control.

Will there be any additional taxes, customs, duties, etc. with my order?

All orders shipped within Canada will be subject to additional sales tax (HST/PST/QST). The rate will depend on provincial sales tax for your area. This will be calculated at checkout and automatically added to your order total. You will not be charged any additional fees upon delivery.

All orders shipped to the United States may be subject to additional tax/customs/duties. These are the responsibility of the buyer and will not be refunded in the event that the product is returned to us.

What do I do if my order was not delivered?

Once your order ships, you will receive an email with the tracking information. Please check the tracking for updates on your package and to get an estimate of when it should arrive. If the expected arrival date has passed, please give it a few days to arrive. Delays are common (especially in the busy holiday season). If it still doesn't arrive, please contact us so we can look into it.

CUSTOM ORDERS

I don't see exactly what I'm looking for. Do you offer custom orders?

We are not taking on any custom orders at this time. We will post updates on social media and the website if and when this changes.

How do I customize one of the products shown on your website?

Many of our products are custom made for you when you order. Please read through the description of the product you are interested in to find the details on how to order that item. This will outline what information we need from you to complete your order. If you want to see a preview of the personalized details before we make it, please leave a note on your order and we'll be sure to send you a digital mockup of the design before making it.

RETURNS, REFUNDS, & EXCHANGES

Do you accept returns for refund or exchange?

Due to the customized nature of our products, we do not accept returns. All sales are considered final.

If there is a problem with your order, please contact us.

Can I cancel my order?

If you wish to cancel your order, please reach out to us as soon as possible. If work has already begun on your order, including but not limited to design work or ordering supplies, we won't be able to cancel the order. If work has not begun on your order, we can cancel the order and issue you a full refund.

What do I do if my order arrives damaged?

Please contact us ASAP. All of our packages are sent with shipping insurance. If the package arrives damaged, we can file a claim with the shipping provider but there is often a short window after delivery in which a claim can be opened. We will need photos of the damaged products and photos of the packaging. Please provide us with as much detail as possible.

BULK/WHOLESALE ORDERING

Do you offer wholesale ordering?

Yes, we do! We have a wholesale program for our printed drinkware (mugs & tumblers). Send us an email at hello@millerroadmade.com and we'll provide you with the wholesale catalogue which includes details on order minimums, pricing, and other info.

Do you offer discounts for bulk orders?

Some products are eligible for volume discounts. The amount of the discount will depend on several factors: the quantity, timeline, level of customization on each item, etc. Please contact us with the details of what you are looking for and we can discuss further.