Product Information & Instructions
1. What material are your products made from?
Most of our products are made from top-quality 3D-printed PLA. PLA is a polymer (plastic) made from corn starch which is durable, versatile and biodegradable. Our outdoor sign letters are made from 3D-printed PETG. We source all of our materials from local suppliers to the greatest extent possible.
We receive many inquiries about making letters in metal. We do not currently make any metal products.
2. How do your sign letters mount?
There are a many ways to mount our letters! Which you choose really depends on the size of your letters, the surface you are mounting to and how firm the hold. You may also want to consider possible damage to painted surfaces when the letters are removed.
3M Command Strips or Two-sided tapes are very easy to use and come in either temporary (no damage to painted drywall) and permanent (likely to peel off paint when removed, but hold firmer). 3M and Gorilla Tape make several products or different holds and surfaces. See below for tapes that work with our letters.
Glues are another option and we recommend white glue or wood glue for most purposes. Construction-specific adhesives like caulking or PL can be used for mounting on rough surfaces or brick and for outdoors.
Finishing nails can also work to hang the letters. They are very thin, easy to put up and leave only small marks in a wall. On black or grey letters you can barely notice them. Screw mounting options are available too, which provides a very firm and permanent hold.
We do not recommend placing indoor letters outdoors. Outdoor letters are made from a different material that is weather and UV resistant. Avoid placing your letters in direct, constant or extreme sunlight as this causes your letters to fade more quickly and, in extreme cases, can warp the finish.
3. How do I care for your sign letters?
Upon receiving your letter set, carefully unwrap your letters and place them face up. The rough side of a letter is the back. The smooth or finished side is the front. Avoid placing face down or stacking as this can cause scratches from fine dirt, sand etc.
Check all packing material carefully for smaller letters, punctuation marks or other small characters. Do not discard packaging until you have thoroughly checked that no pieces remain in the packing material (we often get messages about missing characters that were later found in the packing material)!
Letters can be cleaned with a soft, damp cloth. Avoid exposure to chemicals which will dull the finish.
4. What shipping service do you use?
We ship based on the service the buyer selects at checkout. Orders with free shipping will be sent with standard shipping. All orders are shipped from Toronto, Canada. Estimated delivery times are listed below.
Canada: Orders with standard shipping will be sent with either Canada Post or a faster service and typically arrive in 3-7 business days. Orders with expedited shipping will be sent by the fastest means possible such as UPS, FedEx, Purolator, etc. and typically arrive in 1-3 business days.
USA: Orders are shipped with courier service such as UPS, FedEx, Purolator, DHL, etc. based on the fastest service available and typically arrive in 3-5 business days.
International:
Orders with standard shipping will be sent with Canada Post or a faster service and typically arrive within 14 days (Europe) or 21 business days (Australia). Orders with expedited shipping will be sent with a courier service such as UPS, FedEx, DHL, etc. and typically arrive in 5-7 business days.
Note: For international orders with standard shipping, once your package arrives in-country the local delivery service (such as Royal Mail, Deutsche Post, La Poste, etc.) takes over to make the delivery.
Once shipments leave Canada Post's custody, we are unable to provide detailed information aside from what is stated via the tracking number. If there is an issue with delivery (wrong address, buyer not home, payment of duties), the buyer is responsible for contacting your local mail handler. We highly recommend upgrading shipping so we can ship with a courier and have the most control over the shipment door-to-door.
5. What is your return policy?
Unless otherwise arranged with our shop, the buyer has 7 days from the confirmed delivery date (as stated by the tracking number) to initiate a return. The buyer is responsible for the cost of return postage which can either be purchased themselves or via a return label from our shop. If the buyer elects to have a return label from our shop, the cost of that shipping will be deducted from any refunds due. In all cases, the item(s) must be received in unused, like-new, sellable condition to be eligible for a refund.
6. What is your refund policy?
Refunds are applicable in the unlikely event of a defective item and items returned to our shop in unused, like-new, sellable condition. Refunds apply only to the value of the item and do not apply to shipping costs. If the buyer elects to have a return label purchased via our shop, the cost of this return label will be deducted from any refunds owing.
As an example, a buyer purchases an item for $50. Three days after receiving the item, they initiate a return and choose to return the item with a label from our shop which costs $10. The refund owing to the buyer is $50 minus the $10 shipping label for a total refund of $40.
To combat fraud, claims concerning defective or damaged-in-transit products must be accompanied by photographic evidence to substantiate the claim being made. Items that are misused or mishandled (ie. placing kitchen items in the dishwasher) will not be eligible for return or refund. Spot Industries Canada, at our sole discretion, will determine whether any products are eligible for return/refund.
7. Are custom-made sign letters eligible for return/refund?
Our custom letters are bespoke creations made specially for you in a personalized size, colour and font. Custom sign letters are final sale and not eligible for refund.
We gladly assist buyers in planning out their sign before ordering to make sure you get the right font, letter size and colour for your project. Most font websites offer a preview feature so you can see how the letters will look when printed.
8. My item was undeliverable. Will I get a refund?
Most delivery issues occur because the driver cannot find the address. Buyers accept full responsibility for providing correct shipping information during checkout. Shipments are sent to this address. Be sure to include clear instructions such as buzzer number, "leave at concierge", etc. so the driver can leave the package at the correct location. If an item is undeliverable, we make every reasonable effort to contact you. Keep an eye on your email after placing an order!
If the buyer doesn't respond within the allotted time frame (usually 3 days), the shipment will either be disposed of or returned to us. If the item is disposed of, the buyer WILL NOT be entitled to any refund or replacement. If the item is returned to us, a refund may be issued minus the costs for returning the shipment. This policy also applies to buyers who fail to pay customs duties at their local post office or depot.
If you have any questions about shipping to your address, please contact us before ordering.
9. My item was delivered to the wrong address or I can't find the package at my address. What should I do?
We are always empathetic for customers who have legitimately not received their item, but sadly, fraud is on the rise in ecommerce. As such, we follow a standard procedure to exhaust every option before dispatching a new item or issuing a refund. Kindly note that we are not the delivery company and do not control the package once it has been picked up.
Often a missing package has simply been left out-of-sight to prevent porch theft such as at a side door, with a neighbour or with a concierge. The best place to start looking is with the tracking number and asking neighbours or other household members. Please note that the only shipment information we have is what is given by the tracking number. Contacting the parcel carrier yourself directly is sometimes one way to get more details.
We expect buyers to be familiar with policies of their residence and to conduct a thorough search for the package. If a residence has disposed of a package that was not collected promptly (ie. left for 30 days+), a refund or replacement will not apply. Often, couriers are not allowed inside a building for security reasons and must leave the package at the front desk, mail room or similar location. If your address is a condo, apartment or suite where the courier requires special access, ensure you provide delivery instructions (buzzer number, etc.) at checkout.
10. Who is responsible for paying customs duties on my shipment?
Unless otherwise arranged with our shop, the buyer is responsible for paying all customs and import duties on their orders. Kindly note that in some countries, the package is held at a local post office or depot until the buyer pays the duties/fees. We are unable to negotiate with your local customs authority to have the package released on your behalf. We do not accept returns or issue refunds on orders that have been returned for non-payment of duties/fees.
11. How do I care for your products?
All of our kitchen and household products are 100% made from top-quality 3D-printed PLA. They should be cared for like any high-quality kitchen item and are designed to be hand washed with warm soapy water only. These products are NOT designed for the dishwasher or microwave as high heat can damage the finish of these items.
All of our outdoor products are virtually care-free. We recommend guarding them against constant, direct and extreme sunlight and high heat since this can also damage the finish. Exposure to extreme moisture (ie. submerged in water or constant exposure to dripping water) can shorten the life of your sign letters. Sign letters should be cleaned occasionally with a soft damp cloth ffor a long-lasting and vibrant look.
12. How do I install my doorbell mount?
Position at about chest level for best view frame.
Caution: Tighten screws with moderate force only by hand. Do not use power tools or excessive force when tightening screws as this can damage the mount.
Wood or vinyl siding:
1. Feed wires through the large open section in the middle of the mount.
2. Secure the mount using wood screws that fit through the mounting holes. If the installation is close to the edge of wood trim or near previous mounting holes, consider drilling pilot holes first.
Brick or masonry:
1. Drill into the brick or masonry according to the length of screw you plan to use for securing the mount.
2. Install plugs or anchors.
3. Feed wires through the large open section in the middle of the mount.
4. Secure the mount using wood screws that fit through the mounting holes.
Next, connect the wires to the doorbell. The doorbell attaches to this mount using the screws already included in the doorbell's original packaging. Once the doorbell is snuggly secured, install faceplate and security screw