Effective Date: 01 Oct 2024
Last Updated: 01 Nov 2025
At True North Expressions, every piece is crafted with care, purpose, and meaning. Because most of what we create is personalized just for you, our policies are designed to balance fairness, craftsmanship, and kindness.
We want your experience with us to feel as thoughtful as the gift you’re giving.
Personalized & Custom Orders
Each custom order is made especially for you. Once production has begun, we’re unable to accept returns, exchanges, or cancellations.
If you need to make a change, please reach out within 24 hours of placing your order.
If production hasn’t started yet, we’ll do our best to accommodate your request before engraving begins.
Proof Approvals
If your order includes customization, we’ll send a layout for review before engraving.
Please take a moment to double-check names, dates, and spelling carefully — once you approve it, that design becomes final.
If a mistake occurs on our end, we’ll remake or refund your order.
If the mistake comes from approved details or information you provided, we completely understand how disappointing that can be and will offer a replacement at a reduced cost.
Quality & Craftsmanship
Each piece is inspected before it leaves our studio to ensure it meets our quality standards.
Because natural materials like wood and slate vary in color and grain, small differences are part of what make each creation unique and full of character.
Shipping Timeframes
Orders are typically shipped within 10 business days after proof approval.
If your approval takes several days, your ship date will adjust accordingly so we can keep production fair for everyone in line.
If you need your order sooner, please let us know — we’re happy to offer rush production or faster shipping options when possible (additional charges may apply).
Shipping Methods & Carriers
We ship using USPS, UPS, or FedEx, depending on the order’s size, weight, and destination.
Shipping rates are calculated at checkout and displayed before payment.
Each package is carefully packed in a gift-ready box, then placed inside a protective shipping box to help it arrive safely and beautifully.
Tracking Your Order
When your order ships, you’ll receive a confirmation email with your tracking number.
You can follow your shipment’s progress using the carrier’s website.
Lost, Delayed, or Damaged Packages
We do everything possible to ensure your order arrives safely, but once it leaves our hands, it’s in the care of the shipping carrier.
If your order arrives damaged, please contact us within 3 days of delivery with clear photos of the item and packaging.
We’ll review the situation with you to determine if a replacement or carrier claim is appropriate.
If a package is marked “delivered” but can’t be located, please reach out to the carrier directly to start a claim. We’ll gladly help guide you through the process where we can.
Local Pickup
Local pickup is available from our studio in Portage, Michigan.
If you’d prefer to pick up your order, simply select that option during checkout or contact us before placing your order.
Refunds
Refunds are only issued when an item is damaged, defective, or incorrect due to our error.
If a refund is approved, it will be processed to your original payment method. Please allow several business days for your bank or card issuer to complete the transaction.
International Orders
Our website calculates international shipping automatically.
Please note that buyers are responsible for any customs duties, taxes, or import fees required by their country.
Need Help?
If you have any questions about your order, please reach out — we’re always happy to help.
janie@janietne-mi-com
True North Expressions – Portage, Michigan, USA
