Frequently Asked Questions (FAQ)

1. How long does it take to receive my order?

All products are made-to-order and typically take 1-5 business days for production. Shipping times vary based on your location:

  • USA: 2-5 business days
  • Canada: 10-30 business days
  • Germany: 2 - 5 days
  • Australia & New Zealand: 10 - 30 days

Once your order ships, you’ll receive a tracking number via email.

2. Where do you ship to?

We ship both domestically and internationally to the following countries:
  • United States: We offer FREE standard shipping on all orders within the USA.
  • Canada: We offer a low, flat-rate shipping fee.
  • Germany, Australia, and New Zealand: We are thrilled to now offer tracked shipping to our customers in Germany, Australia, and New Zealand.
3. How are shipping costs calculated?
Our shipping costs are based on your destination. We've simplified this into three main zones:
  • Shipping to the USA All orders shipped to addresses within the United States qualify for FREE standard shipping. No extra fees, no surprises.
  • Shipping to Canada & Germany We offer a single, low flat-rate shipping fee for all orders to Canada and Germany.
  • Shipping to Australia & New Zealand For our customers in Australia and New Zealand, we use a standard international flat-rate shipping fee.
You will always see the final, exact shipping cost calculated at checkout before you confirm your order.

LED signs? They’re special—they ship to Australia & New Zealand too, with a low flat fee.

3. Can I return or exchange my order?

Since all items are custom-made on demand, we do not accept returns or exchanges unless the item is defective or damaged upon arrival. If you receive a damaged or incorrect item, please contact us within 14 days of delivery with photos, and we’ll make it right.

For more details, check out our Refund Policy.

4. Can I cancel or change my order after placing it?

Orders go into production quickly, so we can’t guarantee cancellations or changes once an order is placed. If you need to make a change, please contact us ASAP, and we’ll do our best to assist.

5. How can I track my order?

Once your order ships, you’ll receive a tracking number via email. If you don’t see it, check your spam folder or reach out to us.

6. What if my order gets lost in transit?

If your order is lost in transit, please contact us. We’ll investigate and, if necessary, send a replacement.

7. Who do I contact for support?

For any questions or concerns, reach out to us at support@defendanddesign.com or use our contact form.