Refund policy

Last updated: August 2026

We proudly stand behind our brand and the quality of our products. Because every order from True North Memories is custom-printed specifically for you using your personal photos, all sales of personalized items are final. We cannot accept returns, exchanges, or offer refunds for a change of mind, buyer's remorse, or issues resulting from low-resolution photo uploads or typos in personalization text.

However, your happiness is our top priority! If you are unsatisfied with your item for any reason, or if something went wrong during production, please reach out to us and we will gladly make it right.

Our 14-Day Remake Guarantee

You qualify for a free replacement (remake) if:

  • Your order arrives damaged in transit.
  • The item has a verified printing or manufacturing defect on our end.
  • You received the wrong item or an incorrect quantity.

How to Request a Remake

If you experience any of the issues above, please contact us within 14 days of delivery:

  1. Reach out to us via the Contact Form on our website or email sales@truenorthmemories.ca.
  2. Provide your order number and a brief description of the issue.
  3. Attach clear photos of the defective item, as well as the outer packaging if it was damaged during shipping.

Note: You do not need to ship the item back to us! We do not request the return of personalized items featuring your personal photos. Once your claim is approved, we will print and ship a replacement at no cost to you.

Refunds (By Exception)

Our standard resolution for order issues is a free remake. If a remake is not possible for any reason, an approved refund will be issued to your original payment method. Please allow 5–10 business days for the credit to appear on your bank or credit card statement.

Order Cancellations & Changes

Because our production process begins shortly after your order is placed, cancellations or design changes are only possible before production starts. Once your custom order enters the printing phase, we can no longer modify or cancel it. Please contact us immediately through our contact form if you need to make a change!

Statutory Consumer Rights

Nothing in this policy limits your statutory rights under applicable local or national consumer protection laws. We are committed to fair and transparent business practices.

Contact Us

For any return, remake, or refund questions, please use the Contact Form on our website or email sales@truenorthmemories.ca. We are always here to help!