How custom orders work.

Last updated: October 5, 2026

• Your order agreement
• Payment
• Proofs
• Cancellations & refunds
• Your artwork
• Pickup & shipping
• Contact

Made to order

Every piece from Rosse Engraving is engraved to order with your text, design or artwork. Because each item is made for you, the rules below about cancellations and refunds are different from buying something off a shelf. Nothing in these terms takes away any rights you have under the law that applies to you.

Your request, and your order agreement

• Your request is not yet an agreement. When you send a shop order or ask for a quote, you are sending us a request. We review it, then prepare your order agreement.
• Your order agreement sets out everything that matters: who it is with, what we will make and how many, every price, the tax line and the total in Canadian dollars, the payment terms, whether it is pickup or shipping, and a specific date — the date it will be ready for pickup, or the expected delivery date for a shipped order.
• You accept it explicitly — online, through your private link, after reading all of it; or by telling us by phone, text, email or in person, which we record as given by you. Only then is it the agreement for your order, and only then is payment due. We email you a copy of the complete agreement when it is accepted.
• Need something changed? Contact us before accepting and we will send you a revised agreement to review.
• Changes after acceptance. If the price, pickup or shipping, the date, or what we are making needs to change, we send you a revised agreement. Your accepted agreement stays in place unless you accept the revision. We never change an accepted agreement without your acceptance.

Prices and quotes

Shop prices are shown on each product, in Canadian dollars. No tax is added to orders at this time. Custom, photo, bring-your-own and bulk work is quoted first, in writing, as an order agreement. Quotes are free. Quotes are normally valid for 30 days unless the quote shows a different expiry date.

Payment

• Shop orders and one-off custom work: once you accept your order agreement, payment is due in full before we begin engraving.
• Bulk and business orders: once you accept your order agreement, a 50% deposit is due before materials are ordered. The remaining balance is due after the order is completed.
• You can pay by cash, cheque or e-Transfer, or by Square/card through your private order page once the agreement is accepted — and, for bulk and business orders, by bank transfer. Square/card is optional and is paid on Square’s own secure page; we never see or store your card details. Accepting an agreement does not take a payment, and nothing is charged automatically.

Dates and turnaround

The turnaround times on this site are estimates and vary by order. Many orders are completed within about a week, while some in-stock items may be completed sooner. Bulk orders take longer, because their materials are ordered in. The date we commit to is the specific date in your order agreement — if you need something by a certain day, tell us early.

Proofs and your approval

Before anything is engraved, we send you a proof showing what we will make. Please check it carefully. Once you approve a proof, you are responsible for the spelling, names, dates, placement and design details it shows — we make what you approved.

Cancellations and refunds

Shop orders and one-off custom work

You may cancel for a full refund before Rosse begins work and before required materials are ordered. Once work begins or required materials are ordered, custom orders are generally non-refundable except for a Rosse error or defect. Nothing here limits rights you may have under applicable law.

Bulk and business orders

Your 50% deposit is refundable until required materials are ordered. Once materials are ordered, the deposit is generally non-refundable. The remaining balance is due after completion. Nothing here limits rights you may have under applicable law.

If something is wrong with your order

If something is wrong with your order, contact us as soon as reasonably possible. If we made an error, or an item is defective, we will remake it. If a remake isn’t possible, we will refund it. Differences in natural materials (below) are not an engraving error.

Natural materials

Slate, wood and similar natural materials vary in colour, texture and markings, and each takes an engraving a little differently. That variation is expected and is part of what makes each piece one of a kind.

Items you supply

Items you supply are always quoted first. Items you supply can react differently to engraving. We’ll check whether the material looks suitable before accepting the job, and we may decline irreplaceable or unsuitable pieces.

Your artwork

• When you send us a logo, photo, design, artwork or trademark, you confirm that you own it or have permission to use it, and you authorize us to reproduce and engrave it for your order.
• We may refuse material you don’t have permission to use, hateful or offensive content, illegal content, or anything we don’t want to produce.
• We keep your artwork so a reorder can match the original, for up to six years after your most recent related order. If you’d like it deleted sooner, just ask and we will delete it, unless we still need it for an active order, a dispute, a legal requirement or a necessary business record.
• We post photos of finished work publicly only with your permission, and we never post photos of children.

Pickup and shipping

• Orders are picked up in Bow Island, AB, at a time we arrange with you, or shipped. Your order agreement says which, with its date. Our address is a mailing address; there is no walk-in storefront.
• Shipping is arranged order by order: the cost and an expected delivery date are set out in your order agreement before anything is due. If a carrier loses or damages a shipment, we will help you with the claim to the carrier.
• We’ll hold completed pickup orders for 30 days and try to reach you. If you need more time, contact us. If we still can’t reach you after 30 days, we’ll contact you about next steps.

Contact

See also our Privacy Policy and How it works.