Customize almost everything! | FREE SHIPPING on orders over $45 (in Canada)
Close this search box.

Shipping & Delivery

What is the expected delivery time?

We strive to get orders printed and shipped as quickly as possible.  However, most products are either hand made or on-demand so depending on order volume, stock availability, and your location, some orders may take longer than others.  Shipping times are estimated and prioritized by distance during holiday seasons.

Current estimated shipping/delivery times  are as follows*:


Unframed paper prints: 1-3 weeks
Pillows: 1-2 weeks 
Digital Delivery Products: 24-48 hours


LATE GIFT IDEAS:  Sample images we send during the proofing process can be printed and placed inside a card to show your recipient what they will be receiving.  We also offer printable gift cards in any amount, that can be found here:Printable Gift Cards. Simply print and place in a card for your recipient.

Do you ship to Canada?

YES!  We are Canadian and located in St. Catharines, Ontario.

Do you offer rush delivery?

We understand that there are some circumstances in which you may need your order sooner.  If you require your order sooner than the estimated delivery time, please contact us: 1-855-519-1524 or info {at}  PLEASE NOTE:  RUSH delivery may not be available close to Valentines Day. Mothers Day, November, and December.


Shipping is currently a flat rate of $5 for all Canadian residents. 

Do you ship outside of Canada and USA?

For details contact us: click here to send us a message


What methods of payment do you except? accepts Visa and Mastercard Directly from the checkout page. American Express and Discover cards, along with payments from a Paypal account can be made via Paypal (you DO NOT need a Paypal account to process your payment).  We also offer the option to pay via electronic transfer or by phone by choosing “Help me with my order” on the checkout page (selecting this option will save and send your order to us for additional processing before payment. To place an order by telephone or for help using the website call us: 1-855-519-1524 (toll-free in North America)

What currency are your prices?

All prices are in Canadian dollars.

Is my information secure?

Simple Sugar Design uses industry standard encryption.  All personal information submitted to Simple Sugar Design is encrypted using 256 bit SSL technology.  All credit cards are processed through our secure payment gateway and Paypal, (you DO NOT need a Paypal account to process your payment).  We do not store your credit card information on our servers and we do not have access to this data.  Once you place your order, you will receive a confirmation email, with your order number, and receipt.  We do not store credit card information, and we will never share your information with anyone.


What is your refund/return policy?

Due to the handmade, custom and/or personalized nature of our products, returns are generally not accepted.  Please notify us by email within 7 days of receiving your order if there is a problem with the merchandise.  

We are not responsible for mistakes and/or errors approved by you during the proofing process.  We only print your design after receiving approval of your proof, so please review it carefully.

PLEASE NOTE: Artwork/administration fees may apply in the event of an order cancellation after an order is placed.  Fees may include all components/supplies needed to complete your order. A restocking fee will be applied on all non-personalized products.

Frequently Asked Questions

Where are you located?

Simple Sugar Design operates as an online shop only.  We are located in the beautiful city of St. Catharines, Ontario, Canada.

Can your designs be made in French or another language?

Yes! We can do any design in French (or another language) as long as you provide the translation to us. Simply leave a note in the “customer notes” section when checking out with the translation. You will receive a proof to look over and make sure there are no errors before we print.

Why doesn't my coupon work?

There could be several reasons as to why a coupon code is invalid.  The first and most common reason being that all coupon codes are case sensitive (meaning they should be entered exactly as they appear, usually all uppercase letters).  Other reasons for an invalid code could be that the code has expired, something in your cart does not apply (pillows are usually excluded), or there is a problem with the code.  If you have tried entering the code exactly as it appears, and it hasn’t expired, please contact us (by phone, email, or facebook private message).

What is a proof? And which Designs include a proof?

A proof is a sample digital image of what your artwork will look like (with all your information) so that you may look over and double check that all the information you requested for the design is correct and looks just the way you like it.

Proofs are included on most products, but always for Birth Announcements, Love Stories, Family Stories, Our Stories, Family Trees, and Timeline designs.  If you are unsure if your artwork includes a proof, please contact us (by phone, email, or facebook private message).


PLEASE NOTE: There is a 2 proof limit, meaning all corrections should be made at one time before your second proof is sent to you. Any additional proofs, or changes to the design, may require extra design time fees.

Can I get a digital proof of my artwork if a proof is not included for my design?

Yes. If you would like to see a proof of your artwork, please contact us (by phone, email, or facebook private message).  Extra charges may apply.

How are digital downloads delivered?

There are two kinds of digital downloads – “Instant Download” and “Digital File”

When a product is labelled “Instant Download” in the drop-down menu, you will receive a “download”  link on your order confirmation page after checkout, which you can click and it will automatically download the file to your computer.

When a product is labelled “Digital File” in the drop-down menu, digital files will be sent to you via email once a designer has made any customization/personalizations and you have approved the proof.