Cancellation policy

Purchase & Order Cancellation Policy

At Edmonton Print Shop, most products are custom-produced specifically for each customer. Because materials, design time, setup, labour, outsourcing, and production costs may be committed shortly after an order is placed, cancellation eligibility depends on the stage of the order.

Before Production Begins

A customer may request cancellation before production begins.

If no design work, material purchasing, outsourcing, setup, or production has started, Edmonton Print Shop may approve a full or partial refund.

Any non-refundable costs already incurred by Edmonton Print Shop may be deducted from the refund.

These may include:

  • graphic design or artwork preparation;

  • file setup or prepress charges;

  • special-order materials;

  • supplier charges;

  • outsourced production deposits;

  • shipping charges already incurred;

  • payment processing costs where permitted; and

  • administrative work already completed.

After Artwork or Design Work Has Started

Design, artwork preparation, file setup, vectorization, image editing, typesetting, and similar services are billable once work has begun.

If the customer cancels after design work has started, charges for work already completed are non-refundable.

Any remaining unused portion of the order may be refunded at Edmonton Print Shop's discretion.

After Proof Approval

Once the customer has approved the final proof and authorized production, the order is considered confirmed for manufacturing.

Cancellation after proof approval is not guaranteed.

If production has not physically started, Edmonton Print Shop may attempt to stop the order; however, setup fees, design charges, ordered materials, supplier charges, and other costs already incurred remain payable.

After Production Has Started

Once printing, cutting, decorating, laminating, binding, finishing, fabrication, or other production has begun, the order is generally non-cancellable and non-refundable.

This includes partially completed orders.

The customer is responsible for the cost of work already produced and materials already consumed.

Special-Order and Outsourced Products

Products or materials ordered specifically for a customer may not be cancelled once Edmonton Print Shop has placed the supplier order.

Examples may include:

  • custom garments;

  • promotional products;

  • specialty paper;

  • specialty substrates;

  • custom signs;

  • presentation folders;

  • specialty finishing;

  • trade printing;

  • large-volume outsourced printing;

  • custom packaging; and

  • products manufactured specifically for the customer's order.

Supplier cancellation and restocking rules will also apply.

Rush Orders

Rush and same-day orders enter production quickly.

Because of the accelerated schedule, rush orders may become non-cancellable immediately after payment and approval.

Rush fees are non-refundable once priority production has been scheduled or started.

Deposits

Deposits may be required for larger, special-order, installation, outsourced, or custom-manufactured projects.

Deposits are applied toward the total order price.

If a customer cancels the order, Edmonton Print Shop may retain from the deposit any amount necessary to cover:

  • design work;

  • labour;

  • materials;

  • supplier charges;

  • outsourcing;

  • setup;

  • freight;

  • administration; and

  • other expenses already committed to the project.

Any eligible remaining balance will be returned to the customer.

Customer Changes After Approval

A request to change an approved order is not considered a cancellation of the original production costs.

If production has already started, the customer may be required to pay:

  1. the cost of the work already produced or materials consumed; and

  2. the cost of producing the revised order.

Changes may also result in a new turnaround time.

Cancellation Because of Customer Delay

Edmonton Print Shop may place an order on hold where the customer fails to provide:

  • artwork;

  • proof approval;

  • payment;

  • required information;

  • measurements; or

  • other necessary instructions.

A customer delay does not automatically entitle the customer to cancel without paying costs already incurred.

Installation Projects

For signage, window graphics, vehicle graphics, wall graphics, and other installation projects, cancellation charges may include:

  • site measurements;

  • design;

  • project management;

  • material;

  • fabrication;

  • subcontractor or installer booking fees;

  • travel;

  • permits where applicable; and

  • other costs already incurred.

If an installer has reserved time specifically for the project, cancellation or rescheduling fees may apply.

How to Cancel an Order

Cancellation requests must be submitted in writing.

Customers may contact Edmonton Print Shop through an approved written communication method such as email.

The cancellation request should include:

  • customer name;

  • company name, if applicable;

  • invoice or order number; and

  • product being cancelled.

An order is not considered cancelled until Edmonton Print Shop confirms the cancellation in writing.

Leaving a voicemail, sending a request outside business hours, or requesting cancellation through a third party does not automatically stop production.

Cancellation Refund Processing

Where a refund is approved, the refundable amount will be calculated after deducting applicable costs already incurred.

Approved refunds will normally be returned to the original payment method where reasonably possible.

Processing times may depend on the payment provider or financial institution.

Edmonton Print Shop Cancellation

Edmonton Print Shop reserves the right to cancel an order where reasonably necessary, including situations involving:

  • inability to safely manufacture the product;

  • suspected fraud;

  • unlawful or infringing artwork;

  • abusive or threatening behaviour;

  • unavailable materials;

  • serious equipment or production limitations;

  • supplier cancellation;

  • technical production concerns; or

  • circumstances that make the order commercially or operationally impractical.

Where Edmonton Print Shop cancels an order through no fault of the customer, EPS will refund amounts paid for products or services that have not been provided, subject to applicable law.

Important

Because most Edmonton Print Shop products are customized, placing an order should be treated as a commitment to purchase once design, procurement, or production begins.

Customers should carefully confirm their:

  • quantity;

  • size;

  • material;

  • artwork;

  • spelling;

  • colour requirements;

  • finishing;

  • delivery requirements; and

  • deadline

before approving an order.

Nothing in this cancellation policy limits any consumer rights that cannot legally be waived under applicable Alberta or Canadian law.