Frequently Asked Questions

We are committed to our customers and want you to be happy with your experience. We have found that most customer questions can be answered from the list below. If you require further assistance, please email us at [email protected], our support staff responds within 24 hours

Shipping Policy

How much is the shipping fee?

We provide Free Shipping with tracking to most locations around the world! We operate a global production network, which allows us to produce and deliver orders locally for free. Our production facilities are located in the US, Canada, Mexico, UK, Spain, and Australia.

What are the estimated delivery times on my orders?

Most orders are shipped locally from one of our production facilities located in the US, Canada, Mexico, the UK, Spain, and Australia. Here are our estimated delivery times from the day of purchase:

  • United Kingdom, United States, Canada, Australia: 7 – 14 business days.
  • Rest of the world: 12 – 14 business days

The above times are estimates and include handling time to prepare your order. Please refer to delivery times specific to your shipping address shown during checkout.

During the holidays, preparation and delivery may take slightly longer due to an increased volume of orders. We appreciate your patience.

We currently ship with the following global shipping partners: FedEx, UPS, DHL, Canada Post, Royal Mail, Aramex, and Australia Post.

Do you ship to P.O. Boxes?

Yes, we do ship to P.O. Boxes.

How do I track my order?

Every order we ship includes a tracking link that shows the progress of your delivery. Once your order is prepared for delivery, you will receive an email confirmation with tracking details and an expected delivery date from the shipping carrier. If you don’t receive a shipping confirmation email within 7 business days of placing your order, please check your spam folder. If you are still not able to locate your tracking information, please email [email protected] and our support team will get back to you right away.

Please note, tracking information will be shared with you as soon as the shipment is created, and it may take up to 36 hours for the shipping carrier to post a tracking update.

How can I change my shipping address?

To ensure that your order is delivered successfully, please make sure you provide us with the correct shipping address when placing your order.

We can change or update your shipping address within 24 hours after the order has been placed. Once your order has been shipped, we are unable to make any changes to your address or cease shipment, and you would need to contact the shipping carrier directly to make a change to your shipping address.

To change the shipping address for your order, please email us at [email protected]

How can I change or cancel my order after I’ve placed it?

You may cancel your order within 24 hours of your purchase. So if you want to change or cancel your order, please email us directly at [email protected]

We may not exchange or cancel your order after 24 hours, as it will have already gone into production. Once an order has passed into In-Production no order modifications are allowed.

Where’s my stuff?

If you haven’t received your order, but tracking is showing it was delivered, we ask you to please allow up to 36 hours for your delivery to show up before contacting the shipping carrier. We have experienced that shipping carriers occasionally mark deliveries complete before they are delivered, which unfortunately is beyond our control. We recommend contacting the shipping carrier directly to get immediate assistance regarding the shipping status of your order.

If your order is still not delivered to the address that was submitted with the order, and no additional information is provided by the shipping carrier, we ask that you file a “lost package” claim directly with the carrier as the recipient. Once you have filed a claim, please email us the claim number to [email protected]  and we will follow up with the shipping carrier to take care of the rest.

Returns and Exchanges

What's your return policy?

Our store does not accept Returns or Exchanges, once an item has been received in normal condition it cannot be returned. We can only offer you replacements at no additional cost or refund if it falls under below criteria:

  • Items are faulty – damaged/broken or soiled upon arrival.
  • The print quality is blurry.
  • We sent the wrong item – size, style, color.
  • Parcels that are lost in transit (more than 14 days from the latest updated day in the tracking link).

If your purchase meets any of the criteria above, please contact us at [email protected]

How do I return or exchange my order?

To initiate your return please send email us directly at [email protected] to submit your return or exchange request within 14 calendar days of receiving the item. Once your return is approved, we will provide you with return instructions to our US or Canadian returns facility. All international returns or exchanges (outside of Canada and the US) must be returned to our US returns facility within 14 days from the return approval date.

We do not provide prepaid shipping labels or packing material to send the product(s) back to us. We highly recommend shipping the product(s) back to us using a trackable method via FedEx, UPS, USPS, or Canada Post.

My delivery is damaged, what do I do?

If your product is damaged or defective, please kindly email us with the subject line “Return: Damaged or Defective item with your order #” along with a few photos clearly showing the issue with the canvas, along with photos of the front and back of the item, so we can immediately look into sending you a new one.

Once we receive your information and it is sufficient, we will reship a new one within 7-14 business days.

What is your refund policy?

If you request a refund (which is highly unlikely because you will love our products), please submit all evidence to clarify product errors (the photos of canvas error and shipping label).

After reviewing, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to the original payment method you used to place your order, within 3-5 business days.

Product Information

How is the canvas made?

Specifications:

  • Printed with UL Certified GREENGUARD GOLD Ink – reduces indoor air pollution and the risk of chemical exposure.
  • Water-resistant matte finish – will not scratch, crack, fade or warp.
  • Anti-yellowing, will not oxidize.
  • Finger jointed, kiln-dried stretcher bar is 1.25″ depth.
  • A stretcher bar is FSC certified from sustainable forests, knot, sap, and warp-free.
  • Ready to hang – arrives with pre-installed sawtooth hanging hardware.

Care: Clean with a dry cloth when needed.

Standard canvas size/dimension (portrait):

  • Small – 12 x 16 inches = 30.48 x 40.64 centimeters
  • Medium – 18 x 24 inches = 45.72 x 60.96 centimeters
  • Large – 30 x 40 inches = 76.2 x 101.6 centimeters
  • X-Large – 40 x 60 inches = 101.6 x 152.4 centimeters

Standard canvas size/dimension (landscape):

  • Small – 16 x 12 inches = 40.64 x 30.48 centimeters
  • Medium – 24 x 18 inches = 60.96 x 45.72 centimeters
  • Large – 40 x 30 inches = 101.6 x 76.2 centimeters
  • X-Large – 60 x 40 inches = 152.4 x 101.6 centimeters

Panorama canvas size/dimension (landscape):

  • Small – 24 x 10 inches = 60.96 x 25.4 centimeters
  • Medium – 36 x 15 inches = 91.44 x 38.1 centimeters
  • Large – 48 x 20 inches = 121.92 x 50.8 centimeters
  • X-Large – 60 x 25 inches = 152.4 x 63.5 centimeters
Can I buy black floating frame separately?

A black floating frame is an optional addition to your canvas during your purchasing process. Since these frames are built affixed to the canvas during the production process, we are not able to sell them separately.

What is your warranty?

In the rare case, your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we’ll replace it for you right away!

To begin, please send emails to [email protected]. Please provide our support team with some photos that clearly show the issue with the canvas, along with photos of the front, the back of the canvas, and its shipping label. After reviewing, we will notify you of the next steps. Without proof of defect/purchase, the item cannot be replaced. This warranty applies only to new products sold at retail value and to the original purchaser within 30 days after your item is received.

Our warranty does not cover:

– Fabric tearing or ripping by sharp or foreign objects

– Damage from animal chewing

– Fabric fading due to hanging in inappropriate conditions such as rainy, mold, damp room

– Damage caused by abuse, misuse, flood, fire, earthquake, or other external causes.

Do you do custom art?

We accept your custom request on canvas. Canvas prints are easily customizable and are a great option to offer customers who want to put their own personal touch on art. We allow you to create a personalized canvas with a name, date, and photo. Please contact us and attach all your necessary information for the customized canvas.

Accordion Panel

Unfortunately, we don’t offer gift cards.

Other

What payment methods do you accept?

We accept Visa, MasterCard, and PayPal.

How do I contact Canvas Personalized?

Customer support:

Email us: [email protected]

Monday – Friday, 10am – 5pm Eastern Time