Shipping policy

Shipping Policy

The Family Crest Company creates and ships personalized heritage products from Louisbourg, Nova Scotia, Canada.

Order Processing

Most orders are prepared and shipped within 2 business days. Processing time is separate from the delivery estimate shown at checkout.

Because many of our products are personalized or made to order, processing may occasionally take longer during holidays, periods of high demand, or when additional customer information is required. We will contact you if a significant delay affects your order.

Shipping Destinations

We currently accept orders through our website for delivery within Canada and the United States.

Available shipping methods, prices and estimated delivery times are calculated at checkout according to the destination, shipment weight and products ordered.

Estimated Delivery Times

Canada

Economy: approximately 5–8 business days
Standard: approximately 4–8 business days
Express: approximately 3–5 business days

United States

Standard: approximately 6–12 business days
Express: approximately 5–10 business days

Delivery estimates begin after the order has been processed and shipped. They are estimates rather than guaranteed delivery dates. Weather, customs processing, carrier disruptions, holidays and other circumstances outside our control may cause delays.

Tracking

Tracking is provided when included with the shipping service selected at checkout. Some low-cost Economy shipments may travel without tracking. When tracking is available, the number will be included in your shipping confirmation.

Mugs and Split Shipments

Mugs require protective packaging and are shipped separately from our other products. An order containing mugs and other products may arrive in more than one package and may include separate shipping charges.

Other items may also be divided into multiple packages when necessary for safe and practical delivery. Packages from the same order may arrive on different days.

Customs, Duties and Import Charges

Orders sent to the United States may be subject to customs processing, duties, import taxes or carrier fees. Unless expressly collected during checkout, these charges are the customer’s responsibility and are not included in the product or shipping price.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address. Please contact us as soon as possible if an address needs to be corrected.

Once an order has entered production or been shipped, we may be unable to change its destination. Additional shipping charges resulting from an incorrect or incomplete address may be the customer’s responsibility.

Delayed, Missing or Damaged Packages

If a tracked package has not arrived after its estimated delivery period, please contact us so we can review the tracking information and assist with a carrier inquiry.

If an order arrives damaged or contains an incorrect item, contact us promptly at support@familycrestcompany.com. Please include the order number and clear photographs of the product and packaging so we can assess the problem and provide an appropriate solution.