Terms & Conditions

E-Patches & Crests was founded in 2005 and is a privately owned Canadian company with our head office in Sylvan Lake, Alberta, Canada.

Notice of Agreement


Accuracy Warning

This site and its components are for informational purposes only. This site shall not be responsible or liable for the accuracy, usefulness or availability of any information transmitted or made available via the site and shall not be responsible or liable for any error or omissions in that information.

Subject to applicable law, we: (a) reserve the right to change the products and services advertised or offered for sale through the website, the prices or specifications of such products and services and any promotional offers at any time and from time to time without any notice or liability to you or any other person; (b) cannot guarantee that products or services advertised or offered for sale on the website will be available when ordered or thereafter; (c) reserve the right to limit quantities sold or made available for sale; (d) do not warrant that the website or any material that appears on the website is accurate, complete, reliable, current or error-free; (e) reserve the right to cancel, to terminate or not to process orders (including accepted orders) where the price or other material information on this site is inaccurate; and (f) reserve the right to cancel an order if there is not enough inventory of an item to complete your order (or if an item is no longer available). If we do not process an order for such reason(s), we will advise you that the order has been cancelled and will either not charge you or will apply a credit to the payment type used in the order. 

Personal Information

We obtain personal information like your name, address, phone number and email address only when voluntarily submitted when you sign up as an E-Rewards Member, request a quote, or place an order. Please see our Privacy Policy for additional information.

Intellectual Property

Lori St. Martin owns the website and its original content, features and functionality. All content is protected by international copyright, trademark, patent, trade secret and other intellectual property or proprietary rights laws.

E-Rewards Membership

Membership is free. When you become an E-Rewards member, you get an account accessible at any time from our website. Your membership will allow you to receive membership benefits as outlined on our Join E-Rewards page.

You are responsible for ensuring that the information you provide is true, accurate and complete and that you will always keep your account information up-to-date (including your current email address). Your membership is not transferable. You are responsible for any use of the E-Patches & Crest website that occurs in conjunction with your username and password, so keep your password secure and don't let any other person use your username or password. If you realize there's any unauthorized use of your password or security breach, you need to inform us immediately.

You must understand your responsibilities as a community member, so please carefully review this section and the Terms & Conditions.

You may cancel your membership at any time. Please contact us to cancel your account or log into your membership account

Membership is not an automatic right; it is a benefit for community members who follow our rules. We hope you will be with us for a long time. We may use reasonable discretion and decide whether your use of membership complies with these terms. We reserve the right to decline membership or delete a member's account at any time, which may result in the forfeiture and destruction of all information associated with your account.

Payment Policy

In-Stock Order Payment Policy

We accept secure online payment by VISA, VISA Debit, MasterCard, Discover (US residents), and American Express. We also accept PayPal, e-transfers, direct deposit, or money orders.

Your credit card will be charged the moment you place your in-stock order. Members with a valid account can make payments with business cheques or direct deposit, and we accept cash payments for pick-up orders only.


We accept payments in Canadian and US currency, and you can select either currency when you visit our website. Once you have chosen a currency, you can change it by clicking on the country flag at the top of any page.

Custom Order Payment Policy

We accept VISA, VISA Debit, MasterCard, Discover (US residents), and American Express. We also accept PayPal, e-transfers, direct deposits, and money orders. Canadian banks can only accept e-transfers and direct deposits.

We require a $50 plus tax non-refundable deposit on all custom orders. Customers with valid accounts can make payments with business cheques.

Refund Policy

You can exchange any in-stock patch* or full set for others at any time. Only full sets can be returned, not individual pieces. Just return the merchandise in re-saleable and new condition.

Review Our Return/Exchange Policy

Please enclose a copy of the original receipt(s) with the return. If you don't have the receipt, you can also log in to your account and print past orders from there.


You may choose a refund, credit or merchandise exchange in the same amount of the return (excluding shipping). You will have to pay the postage on any items you are returning to us. For returns, we will calculate the amount we owe you, less a 10% restocking fee. You can keep this credit for later, or we will refund you in whatever method you originally purchased them.

We accept refunds and exchanges for ONE YEAR from the original sale date. We do not offer refunds and exchanges for discontinued items. Before requesting a refund, please ensure the item is still for sale on our website. Refunds or exchanges can take up to a week to process. Returns or refunds less than $5.00 are not accepted. 


If you have any questions, we'd be happy to answer them.

Discounts Policy

Our website applies discounts at the item level; item prices are rounded to the nearest cent after 50 cents. For example, a $1.50 crest with a 15% discount equals $1.275, which is rounded to $1.28.

Shipping Policy

All orders are shipped from Canada to almost anywhere on the planet via Canada Post. If urgent, we can arrange a courier via UPS, FedEx, Purolator or DHL International. If you have a courier account, we can also ship items to you using your account. We are not responsible for any lost or stolen items in transit using your account.

All shipping transit times quoted are business days (Monday-Friday), and day 1 is the day AFTER the order ships. 

Domestic In-Stock Order Shipping Policy

In-stock orders usually ship within two business days unless otherwise noted on the website. However, during times of heavy order volume (especially October, November, April and May), orders typically ship within 3-4 business days. If items are back-ordered, we will contact you when your order is processed, not the day the order is placed.

Shipping options include Canada Post regular uninsured mail with no tracking, Expedited or Xpresspost. If urgent, we can ship via Purolator.

Shipping costs are calculated on the SUBTOTAL BEFORE ANY DISCOUNTS due to the size and weight of packages.

Shipping rates are subject to change without notice.

Domestic Custom Order Shipping Policy

All custom orders take 4-5 weeks once your final proof and order are confirmed. This duration includes the time it takes to produce a sample, your changes or approval, patch production, and shipment from our manufacturer to E-Patches & Crests. 

We do not manufacture our items on site. We receive shipments from our suppliers weekly.

All orders are generally shipped Canada Post Xpresspost and typically take 2-4 business days to arrive. We also ship Canada Post Expedited, which can take 3 - 9 business days. We ship from Alberta, Canada. 

International Order Shipping Policy

Most international orders are shipped via Canada Post. Options include regular uninsured airmail, Xpresspost or Tracked Packet. We also can ship via DHL courier. Delivery times can take anywhere from 3-30 business days, depending on your chosen delivery option and location. 

Our delivery times do not include the time it takes for your order to clear customs. Unfortunately, some packages get held up as they cross the border, and we can not control how long it takes for items to clear customs. You can view our shipping rates and times for more information.

Rush Custom Order Shipping Policy

If you require your order before the standard 4-5 weeks from final proof and order confirmation, we can RUSH your order for a 10% RUSH surcharge. All samples for RUSH orders are approved in-house and have no delivery date guarantee, regardless if your order is being shipped or if you are picking up your order from E-Patches & Crests.

Transit Times & Tracking Policy

The delivery times on our Shipping Rates/Times refer to the time spent in transit (once your order has left our office). This time does not include the two business day processing time, and day 1 is the day AFTER the order has been shipped. 

Our delivery times do not include the time it takes for your order to clear customs. Unfortunately, some packages get held up as they cross borders, and we can not control how long it takes to be cleared.

The transit time varies depending on your chosen shipping method and location. All uninsured packages are shipped via snail mail and have no tracking numbers.

We only provide tracking numbers for these shipping methods: Canada Xpresspost and Expedited, USA Tracked Packet and Xpresspost, and International Xpresspost. You can view all shipping options and times in the tables on our Shipping Rates/Times page.

Shipping to Multiple Locations

Unfortunately, we cannot split up an order and ship to multiple locations. If you wish to send items to different addresses, you must place a separate order for each shipping address.

Back Orders Policy

Backorders occur, and sometimes the demand for our products exceeds what we have in stock. If you know that you will need a large number of items, please give us 3-4 weeks' notice so we can ensure enough items are available for your event. 

When we become aware of a backorder, we will notify you by email with a general or specific date when we expect to receive the item back in stock. We will provide the option of receiving a partial shipment or waiting for the entire order. We pay for the shipping on all backorders and apologize in advance for the inconvenience that back orders may cause.

In-Stock Order Change Policy

We cannot accept changes to orders. Once an order is placed, we do not allow changes or substitutions.  We no longer accept requests to apply an expired promo code, effective December 29, 2023.

If you need to change your shipping method, please contact us before your order is processed, and we will review requests on a case-by-case basis. Orders cannot be cancelled or changed once the order has been shipped.

If you are an E-Rewards member, you may view your order status on the order history page in our members' area.

Review Our Return/Exchange Policy

Custom Order Policy

We reserve the right to approve your order with our supplier to ensure we meet your in-hand date requirements.

Cancelling An Order

If you need to cancel an in-stock order, it's best to call us during business hours. Orders can be cancelled as long as they have not been shipped. 

If you need to cancel a custom order, please email or call our custom department. Customers can cancel orders as long as the sample has not been approved and production has not begun, and we do not refund the $50 deposit.

Late Delivery Policy

Late deliveries can occur and will be handled on a case-by-case basis. The transit time for each order varies depending on your chosen shipping method and location. All uninsured packages are shipped via snail mail and have no tracking numbers. If your order is late, please contact us, and we will try to resolve the issue.

International Orders Policy

When they arrive, orders shipped outside Canada may be charged customs fees (for example, taxes, duties, processing fees, and brokerage fees). Unfortunately, E-Patches & Crests has no control over these fees. If assessed, these charges are the responsibility of the package recipient, who will be billed for them by the local customs office or shipping carrier. Please check with your local customs office to learn more about your country's customs laws and fees. Also, because we are an online store, we cannot mark orders as 'Gifts' for customers to avoid paying these fees.

Comment, Share, Suggestion, Review, and Testimonial

We reserve the right and discretion to edit, pull or refrain from posting content (including, but not limited to, comments, reviews, testimonials, shares or suggestions) as we see fit. Please do not post offensive content and be respectful to others. Do not post any links to spam or comments that contain links. Do not use the comment field for advertising. We will block commenters who repeatedly violate this policy.

Any material you transmit is non-confidential and non-proprietary. We will not sell, rent or lease to others the addresses, telephone numbers or email addresses of our members.

By posting on our website, you grant us a non-exclusive, royalty-free license to use, publish, broadcast and reproduce your content (including, but not limited to, comments, reviews, testimonials, shares or suggestions) without limitation in any media, worldwide, in perpetuity, for any purpose whatsoever. This license includes, without limitation, the right to create derivative works of and to use the content posted to develop, enhance, distribute, and market E-Patches & Crests products and services. You represent and warrant that all content you post is your original work in which you own the copyright or have been granted permission to use and in no way violates or infringes on the copyright, registered trademark or intellectual property rights of a third party.

Jurisdiction Policy

All matters arising from or relating to these Terms & Conditions of the E-Patches & Crests website shall be governed by the procedural and substantive laws of Alberta, Canada, without regard to any conflicts of law principles. You consent and irrevocably and unconditionally agree (a) that any action or proceeding relating to these Terms & Conditions of the E-Patches & Crests website shall be instituted exclusively in any provincial or federal court in Alberta (b) to submit to the exclusive jurisdiction of such courts, and (c) that venue is proper in such courts in any such action or proceeding.

Your Acceptance of These Terms

Using the e-patchesandcrests.com website signifies your consent to these Terms & Conditions. If e-patchesandcrests.com updates or changes these Terms & Conditions, this page will make changes. Your continued use of this website after posting changes to these Terms & Conditions will mean you accept those changes.

These Terms & Conditions are subject to change at any time.

How to Contact Us

We'd be happy to respond to your inquiries if you have questions or concerns regarding our Terms & Conditions. You may contact us on our website or by mail at: E-Patches & Crests, 2 Forest Drive, Sylvan Lake, AB, Canada T4S 1H8.

This page was last updated on March 14, 2024.

@2024 E-Patches & Crests is a private enterprise not affiliated with Girl Guides of Canada.
This site is not sponsored, endorsed or approved by Girl Guides of Canada or any Provincial Council.

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