Do I need to create an account to place an order?

Nope! You can check out as a guest. Creating an account helps you track orders, save info, and check out faster — but it's totally optional.

Can I order an item that’s out of stock?

No, but you can sign up to get notified by email when it’s restocked.

Can I pre-order upcoming products?

Yes! Some “Coming September 2025” items are available for pre-order. Personalize them and check out like usual. Orders ship once inventory arrives and as indicated by date on the pre-ordered product.

How do I cancel my order?

Call us within 2 hours of placing your order at 647-317-3770 or email csr@reddoorengraving.com.

Can I add to my order after it’s been placed?

Maybe! Contact us within 2 hours (and before 4 PM EST). However, If it hasn’t shipped, we’ll try to add it. You can always use the CHAT button on the bottom right of your screen and that will slide into our INBOX if nobody is available, allowing us to reach back to you as soon as were free.

Where’s my order confirmation?

A confirmation email is sent right after checkout. Check spam/junk if you don’t see it. Still nothing? Email us @ csr@reddoorengraving.com.

When will I get my shipping and tracking info?

You’ll receive a shipping confirmation with tracking once your order has been processed — typically within 5 business days.

Can I customize something or tweak an existing RDE design?

Yes! Visit our Bespoke Order page to learn how we can bring your ideas to life. Alternatively you can ALWAYS use the CHAT BUTTON to the right of your screen to speak with a Customer Care Representative.

What’s the difference between personalization and customization?

Personalization: Add your own text or artwork to one of our existing designs.

Customization: Create your own one-of-a-kind item from scratch — materials, size, shape, and more.

How do I care for my engraved products?

We include product care instructions with every order. Need help? Email csr@reddoorengraving.com.

Can I send my purchase as a gift?

Definitely. Just enter the recipient’s shipping address at checkout. You can also add a free note or purchase a custom card from our Gift Wrapping section.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, Apple Pay, and Google Pay.

We don’t accept cheques, e-transfers, money orders, or POs.

SHIPPING POLICY

What are my shipping carrier and delivery options?

You will choose your preferred shipping carrier and delivery options from your cart menu. Prices are based on weight  and measurements and will be calculated at checkout.

What are the shipping rates?

Shipping Rates vary based on your choice of Standard, Overnight, Expedited or International Shipping. All Shipping costs are calculated in real time at the time of checkout for your convenience.

Duties and Import Taxes for International Shipping

International shipments may be subject to import taxes, duties and/or customs fees. These fees are the sole responsibility of the recipient. If a shipment is refused and returned, you will be responsible for any import taxes and/or return shipping costs incurred by The RDE Co. These fees are specific for the destination country. Therefore, we do not know what the amount will be. The shipping and handling fee applied by THE RDE Co. at checkout does NOT cover any duties, taxes or brokerage fees. Please be prepared to pay these fees when your package is delivered. If the package is refused or returned to us, all customs charges or fees will be charged back to customer on the original invoice.

How long are delivery times and where are they shipped from?

We carefully prepare and package each order from our Design Shop in Muskoka, ON. Orders ship Monday through to Friday. There are no weekend or Stat Holiday shipments.  We aim to dispatch all orders within 3 - 5 days from when original order was placed, this is due to the processing times required for all personalized products.   All orders have an estimated delivery time of 7 - 10 working days within Canada, this does not include processing time.

Estimated delivery time for US or International orders is dependent on your choice of shipping options, but can range from 10-20 days, this does not include processing time.

What should I do if my order is missing?

If you are in Canada and have not received your order within 10 working days from the date of your shipping confirmation email, please contact us by email at csr@reddoorengraving.com

For US & International customers, please allow up to 20 working days before contacting us regarding a missing order. 

All other shipping enquiries should be sent to csr@reddoorengraving.com

Return/ Refund/ Exchange Policy

Refunds/Exchanges:

We do not accept returns or exchanges due to the ‘personalization and customization’ of our products, unless the item you purchased and received is defective.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can rectify the issue immediately.

If you receive a defective item, please contact us csr@reddoorengraving.com with your order number, and confirm your name, address, email and phone number.

Once we receive your email with the above details, we will contact you directly to plan for your defective or incorrect item to be picked up and returned. 

Upon receipt of the returned product, we will send you a refund or a replacement as a result of the defect/error.  If you choose a replacement we will replace the product within 48 hours, if the item is available and in stock, or we will refund the full purchase price, using the original method of payment.

Refunds

We will notify you once we’ve received your return and a refund will automatically be applied onto your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refunds will include all shipping and handling charges paid by you (if any) and as shown on your invoice.

Shipping charges for all returns will be paid and insured by The Red Door Engraving Company Inc. You will not be responsible for any loss or damage to hardware during shipment.