Frequently Asked Questions

They always want to be satisfied with their experiences at Canvas Personalized.
If you require further assistance, please email us at [email protected], our support staff responds within 24 hours

Shipping Policy

Does Your Canvas Personalized Store Provide Free Shipping?

Yes! We provide free shipping on orders over $130.

How long does it take for me to receive the goods

Most orders are shipped locally from one of our production facilities located in US, Canada, Mexico, UK, Spain and Australia. Orders will usually be processed within 2 – 5 business days of ordering and delivered within 5 – 10 business days. Please note that we don’t ship on weekends.

Please note that these are estimated delivery times only, therefore our store is not guaranteeing delivery dates.

Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

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

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

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.

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
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