You’ve Got Questions?
We’ve Got Answers!
We’ve collected answers to some of the most frequently asked questions we get.
If you can’t find what you’re looking for, reach out to us!
Call us at 1-866-874-3473, Ext 5026 OR email us Market@tph.ca
Our staff is ready to assist you between 9:00 and 5:00 pm EST.
My order arrived but it's not what I expected. What can I do?
Keeping customers happy is a priority for us. If you received something that isn't up to scratch, we want to know. Take a picture of your order (and what didn’t work out the way you hoped) and send it to us so we can make it right.
Do you deliver across Canada?
Yes, we deliver everywhere in Canada with the help of our shipping partner UPS. UPS will only accept shipments to a valid street address, they do not deliver to P.O. Boxes.
How much does shipping cost?
Shipping and handling costs $19.99 flat rate across Canada.
Do you ship outside of Canada?
Not at this time, but check back with us soon!
Do you offer next day delivery?
Our current turnaround time is 2-3 business days, excluding weekends and holidays.
Will I get a shipping notification?
You sure will! As soon as your order is ready, we’ll email you the shipping details with your tracking number.
If you have any issues with your delivery, reach out to our staff Monday to Friday from 9:00 am to 5:00 pm EST and we’ll help you out.
Is my payment secure?
Most certainly! We take security very seriously, and use the most up-to-date encryption and security protocols to help ensure all online payments are safe. As an added layer of security, we don’t store any credit card information on any of our systems.
I am having trouble paying for my order.
If you’re unable to enter your payment details, reach out to our staff Monday to Friday from 9:00 am to 5:00 pm EST and we’ll try to help out.
How do I delete my account?
We’re sorry TPH Market isn’t meeting your expectations. Please get in touch with us with any concerns or if there’s something we can make right. Our staff is here to help. If we can’t resolve your problem, we can help you delete your account.
Where are your Terms and Conditions?
When you use our website to place an order with us, you agree to our Terms and Conditions. We like to make working with TPHmarket simple so there are only a few main items:
- We agree to print your products and will not take ownership or control of them. We won’t use your images for anything other than the order you placed with us. (In other words, your images belong to you and remain under your control or copyright.)
- You agree not to use 3rd party images or items owned by someone else. While we can’t stop you from ordering products using copyrighted images or material that’s not your own, if we spot something that violates copyright rules, we can cancel your order. Don’t take a chance. Make sure you aren’t liable for using images that aren’t your own.
My promo code isn't working!
There could be a few reasons your promo code isn’t working.
- Make sure the code is valid towards the products you picked. Sometimes promotional offers are linked to specific products or combinations of products.
- Read the fine print. Sometimes orders have specific requirements like one-time use or first orders.
- Has it expired? Double check the expiry date.
- Check the formatting (and delete any extra spaces before or after the code).
If it’s still not working, please don’t hesitate to contact us for help Monday to Friday from 9:00 am to 5:00 pm EST.
My proof preview doesn’t look right, what do I do? OR
I keep getting an error when I try to upload my PDF!
How frustrating. Let’s see if we can help.
There are some specific criteria for uploading PDFs that could impact your file.
- Make sure all of your fonts are embedded or your text is outlined
- All raster images should be at least 300dpi
For more help or tips, please don’t hesitate to contact us Monday to Friday from 9:00 am to 5:00 pm EST.