Frequently Asked Questions

We encourage you to read through our FAQs to see if there is an answer to your question before contacting one of our Customer Service Representatives.

About the Company

If you do not see your question below or would like further information, you can contact one of our Customer Service Representatives through our Live Chat feature on the website or by phone at 1-866-932-2899 during our business hours, Monday to Friday 9:00am to 5:00pm EST. For all other times, you can contact us through email at salesinquiry@cleverbrand.com or leave us a voicemail message stating your name, phone number, and the reason for your call, and we will get back to you the next business day. For more information, please see our Contact Us page.

Yes, we certainly can do custom orders. However, these require more time and labor to fulfill. These factors are considered in your custom order quote. In order to receive a custom quote please email us at salesinquiry@cleverbrand.com. Please provide the following details in your request:

- Material Type
    - Grade
    - Color
    - Thickness/Density

- Dimensions
    - If possible please provide us with a detailed mock-up of your custom request (jpg, jpeg, gif, png, svg, pdf, dxf). We require a vector based file for all CNC cutting services.

- Quantity

- Date of when you require the product by.

A Customer Service Representatives will follow up with you within 1-2 business days.

We offer custom CNC cutting on items with a material value of $1000 or more. These orders require more time and labor to fulfill and are considered in your custom order quote. In order to receive a custom quote, you would need to provide us with the exact product and dimensions (height, length, width, thickness, color, etc.) and the estimated quantity you would like. If you require a non-standard or organic shape, we may require a drawing of your design. We can work with any vector-based file that you may have. You can contact one of our Customer Service Representatives about a custom quote.

Since we are an online retail store we do not offer wholesale pricing. However larger order quantities may qualify for a discount.

Unfortunately, Cleverbrand is only an online store and we do not have any retail stores. If you would like to purchase a product, you would have to do so online through our website.

Unfortunately, Cleverbrand is an online store and doesn’t have any physical retail locations or showroom. We are able to send out small samples of some of our product lines and offer a 30 day return policy on all our products.

Registering with Cleverbrand makes checkout fast and easy. It also allows you to see your complete cost, including shipping, for any potential orders. No payment information is stored in your Cleverbrand account. Only address information and previous orders are stored to save you time during the checkout process of future orders. This information is stored in our secure server and will not be distributed or shared with any third parties. We also offer guest checkout for customers who prefer not to have an account with us.

We maintain and store customer information according to recognized legal industry standards. To view the full policy, please our privacy page.

Placing an Order

You can place an order online through our website or over the phone. We encourage you to place your orders online as it is a more efficient process than over the phone. If you experience difficulties, you can contact one of our Customer Service Representatives who would be happy to help you with your order.

We recommend registering for an account with us and placing your order through our website. This is the easiest and most efficient way of placing an order and helps us better assist you for future orders. Please see Why do I have to register with Cleverbrand? for more details. We also offer a guest checkout service which allows customers to place an order with us without registering an account.

No, unfortunately all customers are required to register with a valid email address.

We do not offer automatically generated shipping quotes for international shipping on our website. However, if you email us at salesinquiry@cleverbrand.com with your order details and shipping address a Customer Service Representative will respond to you with an international shipping quote.

We offer both a US and Canadian website. All orders processed on our US website will be processed in US currency while all orders processed on our Canadian site will be processed in Canadian currency.

That is no problem at all! There is a separate section where you can enter the billing address associated with the credit card information during your checkout. Or you can change your default billing address in your Account settings.

Our online orders can be paid using Paypal, Visa, Mastercard, or American Express.

Once you submit your order, your credit card will be processed through Shopify’s credit card processor. Once your credit card has been processed successfully, you will receive an order confirmation confirming your order and that your credit card has been charged.

Once you submit your order online, you will be able to print a receipt from the confirmation page. You will also receive an order confirmation to your email. This should be saved as it is required to return merchandise. If you did not receive your invoice, you can contact one of our Customer Service Representatives who will be happy to assist you.

Shipping Information

For online orders, we can ship to any address in the United States or Canada. Please contact us at salesinquiry@cleverbrand.com for any international order requests.

Currently, only our Mississauga warehouse is capable of handling pick up orders. When you are checking out, there will be a pick-up option. Once you select this option, the shipping charge will be reduced. Please note: All orders, including Pick Up orders, are subject to a 1-2 business day processing time. If the item is not in stock at our Mississauga warehouse a the time of the order, this processing time may be longer, however a Customer Service Representative will contact you within 1 business day to inform you and provide you with the options available.

If you would like same day shipping your order must be placed before 11:00am EST. Please note that all same day orders are considered rush orders and there is a minimum $50 charge. If you would like to proceed with the order as a rush order, please leave a note in the Comments section of the order stating that you would like the order to be shipped same day. One of our Customer Service Representatives will contact you to confirm your order and request your payment information for the extra charge. Please note that this is option is not currently possible for International orders (orders that ship to addresses outside of the US or Canada).

Currently, our website is only able to ship your order to one address within the United States and Canada. To ship to multiple addresses, you can either process a separate order for each additional address to which you wish to ship or you can contact one of our Customer Service Representatives and they will be able to assist you with your order.

Shipping is calculated during checkout once a customer has provided a US or Canadian shipping address. Rates are calculated based on shipping location, dimensions and weight. Please note that some carriers have a minimum billable weight of 3 pounds for any shipment. Lighter items will be charged at a 3 pound shipping rate rather than at their actual weight. Shipping methods include FedEx SmartPost, FedEx Ground, UPS SurePost, UPS Ground, or Canada Post Standard depending on the items being purchased and their destination.

After Placing an Order

Cleverbrand will ship orders within 1-2 business days after you place your order. Your order should arrive within 8 business days of the ship date for Canadian and US shipping addresses. Shipping is not available on weekends or holidays.

You should be provided with a shipping confirmation to your email when your order has shipped. This shipping confirmation will contain a tracking number with which you can track your order. If your tracking number does not work, please see My tracking number does not work. What does this mean? for more information. If you require assistance or did not receive any tracking information, you can contact one of our Customer Service Representatives and they will be happy to assist you.

If for any reason you would like to change or cancel an order, you should call one of our Customer Service Representatives as soon as possible. Please note that we cannot change or cancel an order once it has entered the shipping process. In this case, a return will have to be processed instead.

If for any reason you would like to return or exchange an item, you may do so within 30 days from the date that you received your order. The item must be in its original condition and Cleverbrand return procedures must be followed. You can see the full Returns/Refunds policy here.

Problems with an Order

There is no need to worry! Our email Shipping Confirmations are currently only linked to the FedEx and Canada Post website tracking system. If your order was shipped with another carrier, the tracking number will not exist in the system and you will get an error when clicking on the link in your Shipping Confirmation. You can contact one of our Customer Service Representatives to get more information about your package, including what carrier it was shipped with.

If you have not received your order within 10 business days of placing it, you can call one of our Customer Service Representatives and they will be happy to assist you.

We try very hard to ensure that you will receive the correct items in your order. If you believe that you have received the wrong item in your order, you can contact one of our Customer Service Representatives and they will be happy to assist you further.