Frequently Asked Questions

As a handmade business, each item is crafted after your order is placed. Production time is typically 1-2 weeks, followed by shipping which takes 5-7 business days within Canada. During busy seasons (holidays, back-to-school), production times may be extended. You'll receive a tracking number once your order ships.

We ship most orders across Canada, and we're happy to send parcels internationally too. Please note that global deliveries carry a higher shipping charge, so reach out to info@madebyjana.ca for a tailored quote before you place your order.

As of now, we are not accepting returns. However, if there is an issue with your order or you need to cancel before shipment, please contact me at info@madebyjana.ca. If your order arrives damaged or incorrect, email info@madebyjana.ca within 3 days of delivery with your order number, description of the issue, and clear photos. I will review and work with you on a solution such as repair, replacement, or another suitable fix.

Once your order ships, you'll receive an email with tracking information. You can also check your order status in your account under 'My Orders'.

Yes! All our products are carefully handcrafted with attention to detail. Each piece is unique and made with love, which is why slight variations may occur - making your item truly one-of-a-kind.

We love creating custom pieces! Contact us at info@madebyjana.ca with your ideas, and we'll work with you to create something special. Custom orders require clear communication about specifications, colours, and deadlines. Changes to custom orders may not be possible once production begins. A 50% deposit may be required for large custom orders, with balance due before shipping.

We use high-quality, carefully selected materials for all our products. Specific material information is listed on each product page. If you have allergies or specific material concerns, please contact us.

Care instructions vary by product and material. You'll find specific care instructions included with your order. Generally, gentle handling and proper storage will help maintain your items' beauty for years to come.

If you're not receiving our emails (order confirmations, shipping notifications, newsletters), please check your spam/junk folder for emails from info@madebyjana.ca. To ensure you receive our emails, add info@madebyjana.ca to your contacts or safe sender list. If you're using Gmail, check your Promotions tab as well.

You can create an account during checkout or by clicking 'Sign Up' in the top menu. Having an account allows you to track orders, save addresses, and view your order history.

Click 'Sign In' and then 'Forgot Password'. Enter your email address and we'll send you a reset link. Check your spam folder if you don't see the email within a few minutes.

You can reach us at info@madebyjana.ca or through our contact form. We typically respond within 24-48 hours during business days.

We accept all major credit cards (Visa, Mastercard, American Express) through our secure payment processor. We also accept PayPal for your convenience.

Yes, all prices are displayed in Canadian dollars (CAD). Taxes will be calculated at checkout based on your shipping address.

We occasionally offer special promotions and discounts. Sign up for our newsletter to be the first to know about sales and exclusive offers!

Absolutely! We use industry-standard SSL encryption to protect your payment information. We never store your credit card details on our servers.