Policies - The Boring Stuff
General/Payment Policy
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, as well as Apple Pay and Google Pay. We use Wix Payments to keep your transaction secured.
WHEN WILL MY ORDER SHIP?
Some items are in stock and ready to ship on-demand. Some of our items are produced once you order then; these typically take 3-5 business days to produce and ship. Don't hesitate to ask us before ordering you'd like more specifics on your potential order timeline.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
On average, it will take between 3-7 business days for delivery within Canada, and between 5-10 days to the United States. If you need a more accurate estimate before placing your order, please contact us.
WILL I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
If you are located outside of Canada, your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. As the situation regarding tariffs is ever-changing, Retro Remix cannot make any guarantees regarding whether you will be charged tariffs/duties/taxes, as this is entirely beyond our control.
You will be responsible for paying additional any charges required for customs clearance. Note that on rare occasions, customs agents may delay delivery of some packages for further inspection, at their sole discretion.
I NEED TO CHANGE OR CANCEL SOMETHING ON MY ORDER. HOW CAN I DO THAT?
If you need to update your shipping address, please contact us immediately. Once your order has been processed, and production has begun, we will be unable to allow any changes to the order items, but the address can still be updated until the day prior to shipping.
Return / Exchange Policy
CAN I RETURN OR EXCHANGE AN ITEM?
Because most of our works are custom-makde when you order, they will only qualify for an exchange (or in rare cases, a return) if the product itself was damaged during shipping, or lost in transit. You must submit a claim to us within 7 days of the received delivery date. If there's an issue with your product, please submit a claim through our contact form. You'll need your order number as well as the email address used to place the order.
Any unauthorized returns, or exchanges of items that are used or damaged by the customer will not be eligible for a refund or replacement, and the item will be forfeited.
WILL SHIPPING BE COVERED FOR MY RETURNS?
Customers are responsible for return shipping costs, unless the error was made by us (for example, we shipped you the wrong item from what was ordered). We are not responsible for any lost or stolen return packages, and recommend that you add insurance to your shipment.
HOW LONG UNTIL I RECEIVE MY EXCHANGE OR REFUND?
Exchanges may take up to 2 weeks to make it back to us. We will ship your replacement item within 7 days from the day we receive your return. You will receive a confirmation email once your exchange has been processed.
In the rare case of a refund, all refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receiving the returned item or cancellation request.
Workshop/Event Cancellation & Refund Policy
WHAT IF I CANNOT ATTEND A WORKSHOP I'VE BOUGHT TICKETS TO?
5+ days before the event:
Cancellations are eligible for a full refund to the original method of payment.
Between 5 days and 24 hours before the event:
No refunds are available. However, you may reschedule your booking to a future workshop date.
Within 24 hours of the event start time:
No refunds or rescheduling are permitted, however transfering your ticket to another person may be permitted. Please Contact Us if you need to request a ticket transfer.
Retro Remix reserves the right to cancel, modify, or reschedule any workshop at its discretion. In the event of a cancellation by Retro Remix, participants will be offered a full refund or the option to transfer to a future session.