Our products are made-to-order.

Standard products are manufactured and processed within 7-10 business days.

February 1, 2026 | SHIPPING UPDATE: Due to ongoing changes in tariffs, duties, and broker fees, we are now processing all U.S. orders manually. U.S. customers must contact us by email before ordering so we can provide a detailed invoice outlining product cost, shipping, tariffs, and any applicable duties or broker fees—ensuring full transparency and no surprises at delivery.

Thank you for understanding. For inquiries, please email info@pinebaydesign.com

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We ship within Canada. If you are outside of Canada, please email us for a shipping quote. Shipping costs are calculated at checkout.

Please note that Pine Bay Design does not ship packages under DDP (Delivered Duty Paid) terms. This means that all duties, tariffs, and/or taxes imposed by your country for imported goods, are solely the responsibility of the customer.

Should a package be returned to Pine Bay Design due to the customer’s refusal to pay these required duties or taxes, the refund will be considered null and void due to customer negligence. It is the customer’s responsibility to be aware of their country’s import regulations, duties, and taxes before placing an order. Pine Bay Design recommends researching your governing duty or tax rates before placing an order. Pine Bay Design will not provide this information for you. Use Google (at your own discretion) or contact a Customs Brokerage for detailed guidance.

By placing an order, you agree that Pine Bay Design is not liable for any costs associated with importing goods, including but not limited to duties, taxes, tariffs, or additional fees incurred due to customer actions or delays. Furthermore, any attempt to file legal action or claims against Pine Bay Design in relation to duties, taxes, or the terms outlined in this policy will be considered a breach of contract. Pine Bay Design reserves the right to pursue legal remedies, including recovery of legal fees, for any such actions taken against the company.

By completing a purchase, you acknowledge and agree to these terms and waive any rights to pursue legal action or initiate disputes, including chargebacks, related to international shipping costs, duties, or tariffs.

Pine Bay Design is not responsible for delays, additional fees, or any consequences resulting from the failure to comply with your country’s customs regulations.

A cancellation request must be made with 24-hours of placing your order. After this time period, the order has been confirmed and Pine Bay Design will have already incurred costs in processing your order.

To cancel your order, please send us an email to info@pinebaydesign.com, and in the subject line, note your Receipt # and the word "Cancellation". A full refund will be provided once we receive your cancellation request email and verify you met the 24-hour time period.

Cancellations will not be accepted beyond the 24-hour window.

Pine Bay Design withholds a 25% restocking fee for each product being returned.

All returns must be pre-approved by Pine Bay Design before they are shipped back. The refund will be processed within 10 business days of the item being returned to Pine Bay Design. Customers are responsible for providing their own shipping labels and return packaging, at the cost of the customer; Pine Bay Design does not supply shipping labels or return packaging.

RETURN CONDITIONS:

1. The customer has contacted Pine Bay Design within 24-hours of the products being delivered from the time of delivery noted by the delivery company. Please contact us by email: info@pinebaydesign.com

2. The product has been inspected immediately upon delivery. We do not accept returns if the item has been sitting unopened for an extended period; it is the customer’s responsibility to check all items within 24-hours of delivery.

3. The products were not used in any markets, events, tradeshows, and/or any other use. It is up to the discretion of Pine Bay Design to determine if a product appears to be used or not.

4. Products with custom laser engraving cannot be returned.

5. Products that were modified for custom sizing per the request of the customer cannot be returned.

By placing an order, you agree to the terms outlined in this section.

Any attempts to reverse a payment or initiate a chargeback with your bank or payment provider without following this policy will be treated as a breach of contract. Pine Bay Design reserves the right to pursue legal action to recover any lost funds, restocking fees, or additional damages resulting from chargebacks or disputes. Furthermore, any legal costs incurred in recovering such funds or enforcing this policy, including attorney fees, will be the responsibility of the customer.

Pine Bay Design reserves the right to take legal action or file counterclaims against any lawsuit that contradicts these agreed-upon terms. By placing an order, you acknowledge that Pine Bay Design is entitled to recover all associated legal costs in the event of any legal disputes initiated by the customer.

Pine Bay Design takes great care in packaging and shipping all products to ensure they arrive in excellent condition. We use high quality thick-walled boxes, plastic wrap, industrial bubble wrap, and packing peanuts. However, once an order leaves our facility, it becomes the responsibility of the shipping carrier to handle the package with care.

SECTION 1: INSPECTION UPON DELIVERY

1.1. Customers are required to inspect all shipments immediately upon delivery.

1.2. Any visible damage to the packaging or product must be reported to Pine Bay Design within 48 hours of delivery, based on the delivery confirmation provided by the shipping carrier.

1.3. Customers must open all boxes and inspect all contents within this 48-hour period.

1.4. Claims submitted after this inspection window will not be accepted, regardless of when the product is intended to be used (e.g., events, markets, tradeshows, installations).

1.5. Pine Bay Design does not accept responsibility for damage discovered weeks or months after delivery due to unopened or uninspected packaging.

SECTION 2: REPORTING DAMAGED GOODS

2.1. To initiate a damaged goods claim, the customer must contact Pine Bay Design within 48 hours of delivery by email at info@pinebaydesign.com and provide:

• Clear photos of the damaged product
• Clear photos of the original packaging (inside and out)
• The order number
  

2.2. Failure to provide this documentation within the required timeframe may result in the claim being denied.

SECTION 3: CARRIER CLAIMS & TIME LIMITATIONS

3.1. Shipping carriers impose strict deadlines for filing damage claims. If damage is reported outside the allowable claim period, Pine Bay Design is unable to file a claim on the customer’s behalf.

3.2. In such cases:

3.2.1. Pine Bay Design bears no liability for replacement, repair, or refund.

3.2.2. Any replacement parts, products, and shipping costs will be fully chargeable to the customer.

SECTION 4: CONCEALED DAMAGE

4.1. Damage discovered after delivery but not reported within 48 hours is considered concealed damage and is not eligible for replacement, refund, or carrier claim assistance.

SECTION 5: RESPONSIBILITY DISCLAIMER

5.1. By placing an order, the customer acknowledges and agrees that:

5.1.1. It is their responsibility to inspect all delivered goods promptly.

5.1.2. Pine Bay Design is not responsible for damage claims reported outside the stated inspection period.

5.1.3. Pine Bay Design is not liable for event delays, missed installations, or unusable products resulting from failure to inspect shipments upon delivery.

5.1.4. Any attempt to initiate a chargeback or payment dispute related to damage reported outside this policy will be treated as a breach of contract and handled in accordance with Pine Bay Design’s existing legal and dispute terms.