Shipping & Returns

Effective Date: September 16, 2026

At Pacific Podium Awards LTD., most products are custom-made for each customer. Please review the following shipping, cancellation, and return information before confirming your order.

Production Time

Production begins only after:

- The quotation has been accepted;

- The final artwork or digital proof has been approved; and

- Any required deposit or payment has been received.

Estimated production times will be provided with your quotation. The timeline may vary depending on the product design, quantity, materials, finishes, packaging, and production schedule.

Changes requested after artwork approval may result in additional charges and delays.

Shipping Estimates

Shipping costs and estimated delivery times will be provided in the quotation or invoice when applicable.

Delivery estimates are not guaranteed. Delays may occur because of customs processing, carrier disruptions, severe weather, incorrect delivery information, or other circumstances outside our reasonable control.

Customers placing orders for a specific event should allow extra time for production and delivery.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address before the order is shipped.

Additional shipping charges caused by an incorrect address, an unsuccessful delivery attempt, or a requested address change may be charged to the customer.

Once an order has been shipped, the delivery address may not be changeable.

Tracking Information

Tracking information will be provided when available. Tracking updates are controlled by the shipping carrier and may not appear immediately.

If tracking shows that an order has been delivered but the package cannot be found, the customer should first check the delivery location and contact the shipping carrier. Pacific Podium Awards LTD. will provide reasonable assistance with a carrier investigation when possible.

Customs, Duties, and Import Charges

If an order is shipped across an international border, customs duties, brokerage charges, import taxes, or other government fees may apply.

Unless otherwise stated in writing, these charges are not included in the product or shipping price and are the customer’s responsibility.

Inspecting Your Order

Please inspect your order promptly after delivery.

If the package arrives visibly damaged, take clear photographs of:

- The outside of the package;

- The shipping label;

- The internal packaging; and

- The affected products.

Keep the original packaging until the issue has been reviewed.

Reporting a Problem

If an order arrives damaged, contains a manufacturing defect, is missing items, or is materially different from the approved specifications, please contact Pacific Podium Awards LTD. through our website contact form as soon as possible.

Please include:

- Your name and order number;

- A description of the issue;

- The quantity affected; and

- Clear photographs or video showing the problem.

We may request additional information before determining the appropriate solution.

Custom Products

Because our products are personalized and manufactured specifically for each customer, approved custom orders generally cannot be returned or exchanged because of:

- A change of mind;

- An incorrect size, date, name, spelling, colour, or design approved by the customer;

- Event cancellation or schedule changes;

- Minor colour differences caused by screens or manufacturing processes; or

- Reasonable variations in dimensions, weight, texture, plating, or finish.

This does not affect rights or remedies that cannot be excluded under applicable law.

Damaged, Defective, or Incorrect Products

If we confirm that a product is defective, damaged, or materially inconsistent with the approved order, Pacific Podium Awards LTD. may, depending on the circumstances:

- Repair the affected products;

- Replace the affected products;

- Provide a partial refund or credit; or

- Provide another reasonable solution.

Products should not be returned without written authorization. Unauthorized returns may not be accepted.

Order Cancellations

Cancellation requests must be submitted in writing.

If a cancellation is requested before design, sourcing, tooling, manufacturing, or shipping has begun, we will review whether the order can be cancelled and whether a refund is available.

If work has already begun, the customer may be responsible for design fees, setup costs, mould or tooling charges, materials, completed production, shipping expenses, and other costs already incurred.

Once production has begun, cancellation may no longer be possible.

Return Shipping

If Pacific Podium Awards LTD. authorizes a return, return instructions will be provided in writing.

We will determine responsibility for return shipping costs based on the reason for the return. Products must be securely packaged and returned in substantially the same condition in which they were received.

For questions about shipping, delivery, cancellations, or product concerns, please contact us through the contact form on our website.

Pacific Podium Awards LTD.

Website: www.pacificpodiumawards.com

Location: British Columbia, Canada