Policies
Our policies
Privacy, terms, returns, fulfilment, artwork, cookies and customization, all in one place.
Key terms at a glance
- Standard, non-personalized items may be returned within 7 days of receipt or pickup, provided they are unused and in original condition. Return shipping is paid by the customer unless the return is due to an Anchor Laser error or defect.
- Custom and personalized items are final sale except where there is a defect or an Anchor Laser error.
- Contact Anchor Laser before returning an item. Where a repair or replacement is appropriate, Anchor Laser will determine the appropriate remedy based on the issue.
- Customers are responsible for the spelling, dates, numbers, layout and other details they approve on a proof. Anchor Laser remains responsible for production errors or errors introduced by Anchor Laser after approval.
- Artwork setup, design, cleanup and rush charges are non-refundable once the related work has begun.
- Natural variations in materials such as wood, stone and leather are not defects. Exact colour, grain and engraving-tone matching cannot be guaranteed unless specifically agreed.
- Anchor Laser may refuse work that cannot be produced safely or that is unlawful, hateful or reasonably believed to infringe another party’s rights.
- Customers are responsible for having the necessary rights or permission to reproduce artwork, logos, photographs, fonts, trademarks and other submitted material.
- Customer artwork and finished-work images are not published for promotional purposes without separate permission.
- Production and completion dates are estimates unless specifically agreed otherwise. Customer delays, including delayed proof approval, may affect completion dates.
- Material substitutions require customer approval.
- Obvious pricing or listing errors may be corrected before an order or quote is accepted.
- Anchor Laser may cancel and refund work that cannot reasonably or safely be produced.
Ordering and Quotes
How orders, quotes and approvals work.
Ready-to-order products may be purchased directly through the Shop. Custom projects can be submitted through the Custom Orders form for review and pricing.
Prices are in Canadian dollars. Tax is not currently charged unless shown at checkout or on your quote.
A submitted custom request is not automatically an accepted order. We may ask questions, confirm materials, quantities, artwork or timing, and provide a written quote before work proceeds.
Payment requirements are shown with the applicable order or quote. Production begins only when the required payment, artwork and approvals for that order have been received.
If an obvious pricing, description or availability error occurs, Anchor Laser may correct it before accepting the order. If payment has already been received for work we cannot accept, the applicable payment will be refunded.
Shipping and Pickup
Canadian shipping and pickup by appointment.
Anchor Laser ships within Canada. Available shipping, local delivery or pickup options depend on the order and are shown during checkout or confirmed with a custom quote.
Pickup is available by appointment in Stratford, Prince Edward Island. Please wait until you have been notified that your order is ready before arranging pickup.
Shipping and completion dates are estimates unless specifically agreed otherwise. Carrier delays after an order has been handed to the carrier may be outside Anchor Laser’s control.
Customers are responsible for providing an accurate delivery address. Contact us as soon as possible if an address needs to be corrected.
Returns and Custom Work
What can and cannot be returned.
Standard, non-personalized items may be returned within 7 days of receipt or pickup if they are unused and in their original condition. Contact Anchor Laser before returning an item. Unless the return results from a defect or Anchor Laser error, return shipping is the customer’s responsibility.
Custom, engraved, personalized and made-to-order items are final sale because they are produced specifically for the customer.
If an item arrives damaged, defective, or different from the approved order because of an Anchor Laser error, contact us as soon as reasonably possible with the order number and photographs where applicable. We will review the issue and determine an appropriate repair, replacement or other resolution.
Natural differences in grain, colour, tone, texture and engraving appearance are expected in materials such as wood, stone and leather and are not considered defects.
Artwork and Intellectual Property
Your files, your rights, our handling.
Customers may submit artwork, logos, photographs, text and other files for use in their orders. By submitting material, you confirm that you own it or have the necessary permission or rights to have it reproduced for your order.
Anchor Laser may ask for confirmation of permission and may refuse work where appropriate rights cannot be confirmed.
Submitted files may require preparation, cleanup or redrawing before they can be produced. Applicable artwork setup fees are shown with the product or order. If more extensive work is required, any additional charge will be communicated before that work proceeds.
Customer artwork and finished-work images are kept private from public promotional use unless the customer separately gives permission for publication.
See the Artwork Guide for information about preferred file types and artwork preparation.
Privacy
What we collect and how we use it.
Anchor Laser collects information reasonably needed to operate the website, communicate with customers and fulfil orders. This may include your name, email address, telephone number, billing and delivery addresses, order information, submitted artwork and files, messages, proof approvals and payment-status information.
We use this information to provide quotes, process and fulfil orders, communicate about your work, maintain customer accounts and saved artwork, provide customer service, maintain business records, prevent misuse of the website and operate the services you request.
We limit access to customer information to the systems and services reasonably required to operate the business and website. Service providers may process information on our behalf where necessary to provide hosting, email, shipping, analytics or similar services.
We retain information for as long as reasonably required for the purposes for which it was collected, including order history, recurring-order records, business records and legal or accounting requirements.
Customers may contact Anchor Laser to ask about their personal information or request a correction where appropriate.
Optional analytics and marketing technologies are controlled through the site’s cookie choices. See Cookies and Tracking below.
Privacy questions can be sent to hello@anchorlaser.ca.
Terms of Use
The terms that apply when you use this site and place an order.
By using this website or placing an order, you agree to the policies that apply to your transaction.
Anchor Laser may refuse work that cannot be produced safely or that is unlawful, hateful or reasonably believed to infringe another party’s rights. You are responsible for having the necessary rights or permission for material you submit.
Obvious pricing, description or availability errors may be corrected before an order is accepted. Anchor Laser may cancel and refund work that cannot reasonably or safely be produced.
Production and completion dates are estimates unless specifically agreed otherwise. Customer delays, including delayed artwork or proof approval, may affect timing.
Material substitutions will not be made without customer approval.
Customization and Approvals
How custom work, proofs and approvals are handled.
Custom and personalized orders may require artwork review, a quote, payment and/or a digital proof before production. The exact steps depend on the product and project.
Where a proof is provided, production does not proceed until the required proof approval has been received.
Customers are responsible for carefully checking spelling, dates, numbers, names, layout and other details shown in an approved proof. Anchor Laser remains responsible for production errors and for errors introduced by Anchor Laser after approval.
Revision allowances may vary by product or project. If additional design or revision work will result in an additional charge, the customer will be informed before that work proceeds.
Artwork setup, design, cleanup and rush charges are non-refundable once the related work has begun.
Natural material variation is expected, and exact colour, grain or engraving-tone matching cannot be guaranteed unless specifically agreed.
Changes requested after production has begun may not be possible and may result in additional cost or production time.