Shipping policy

Shipping Policy

Thank you for shopping with On The Ball! Because we use a Print-on-Demand (POD) model through our partner, Printify, our shipping process looks a little different than your average shop. Here’s what you need to know:

1. Production & Processing Time All of our products are printed specifically for you once you place an order.

  • Production Time: It typically takes 2–7 business days to create your custom product.

  • Order Changes: Once an order is sent to production, we cannot change the address or the design. Please double-check your details at checkout!

2. Shipping Rates & Delivery Estimates Once your item is printed and quality-checked, it’s handed off to a carrier. Shipping times vary depending on your location and the specific print provider used for your item.

  • Domestic (Canada/USA): 3–8 business days

  • International: 10–30 business days

  • Please note: These are estimates provided by our carriers and do not include the production time mentioned above.

3. Multiple Packages We work with several different print providers to ensure you get the best quality. If you order multiple different items (e.g., a hoodie and a coffee mug), they may arrive in separate packages at different times. Don’t worry you’ll receive tracking info for each one!

4. Tracking Your Order You will receive a shipping confirmation email with a tracking number as soon as your order leaves the facility. Please allow 24–48 hours for the tracking information to update.

5. Customs, Duties, and Taxes For international orders, On The Ball is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

6. Incorrect Address & Lost Packages

  • Address Errors: If a package is returned to the sender due to an incorrect address provided by the customer, a reshipping fee will apply.

  • Lost in Transit: If your tracking hasn't updated in 14 business days, please contact us at liane@ontheball.ca so we can investigate with the print provider.