Refunds & Exchanges
Refund Policy and Restrictions
Our goal is to offer the finest personalized products available. We strive to give every order the utmost attention and care, but despite our best efforts, we may encounter situations where there are issues with an order. If you’ve experienced an issue, we recommend you contact our Customer Service team as soon as your order arrives, at: firstname.lastname@example.org. Our staff is not authorized to process replacements by phone. At the discretion of Canvas Creations USA, you may be asked to provide image taken with your digital camera showing the issue.
Canvases are personalized items and may not be modified or cancelled once the order has been placed. Due to our highly automated process, orders go immediately into production after the image resolution requirements are met.
All requests to replace damaged canvases must be submitted within seven (7) days of the date the canvas is received. Replacements must be submitted within 14 days of the date the canvas is received. Please review the Details and Restrictions section below, for handling of specific replacement issues. All replacement requests must be submitted through via email to email@example.com. Please include your Name, Email, Order Number, a detailed reason for replacement, and any additional comments.
Personalized items cannot be returned for refund for reasons other than defects in materials or workmanship. We reserve the right to issue store credit (rather than a refund) for merchandise returned more than 14 days after it was received. If an order is refunded, only the amount paid will be refunded to the credit card or Paypal account used on your order. Items must be returned in the same condition as when it was arrived to you, frames and canvas included, and packaged securely for safe return. If you placed an order with multiple item discounts and wish to replace, you will receive a credit for the purchase price you paid for that item, or you may exchange that item for another item of the same or lesser regular price value. Free items may NOT be exchanged.
In cases where the return/refund is due to your order arriving damaged or with a defect confirmed by us, we will at our discretion provide you with a completed prepaid return shipping label. For all other cases, return shipping costs are the responsibility of the customer.
DETAILS & RESTRICTIONS:
Personalized items cannot be returned for refund for reasons other than defects in materials or workmanship. We reserve the right to issue store credit (rather than a refund) for merchandise returned more than 14 days after it was received. If you placed an order with multiple item discounts and wish to replace, you will receive a credit for the purchase price you paid for that item, or you may exchange that item for another item of the same or lesser regular price value. Free items may only be exchanged for an item of the same or lesser regular price value.
Canvas Wrapping: When uploading your photo, our system automatically crops your image so it works with the proportions of the canvas size you’ve selected. We provide an accurate preview showing how your photo will appear on the canvas and which parts will be wrapped around the sides and not visible on the front of the canvas. You are responsible for viewing the preview and editing your image to appear correctly, or uploading a different photo. (Please note that changing the canvas size will change the preview.) Once you approve a photo, you are representing that it appears exactly as you want it, and as a result, we cannot guarantee replacements or refunds if the canvas matches the preview that was available when you placed your order.
Color Reproduction: Image colors may not appear the same on different computer monitors, compared to your camera, phone or tablet. Canvas Creations USA reproduces color from your photograph file as closely as possible, but cannot exactly match color and density because of limitations in the printing process and monitor calibration. Please note that Canvas Creations USA cannot guarantee color reproduction or image quality for your photograph files. Any color quality-related issue must be submitted to firstname.lastname@example.org , and will be reviewed on a case-by-case basis. We may refuse a replacement if the canvas is deemed an accurate reproduction of the submitted photo.
Picture Quality: Canvas Creations USA will not provide a refund or replacement if the issue with the canvas exists in the originally uploaded photograph file.
Missing or Incorrect Custom Frames: If a custom frame is ordered, but is not included with the canvas or is the wrong color, the customer may receive a replacement canvas with the correct frame.
Delivery Issues: If a canvas is lost while shipping due to a customer error when entering the shipping address, or returned to Canvas Creations USA as undeliverable due to a customer error, we will not provide a refund for the canvas or the shipping costs. We will reship the canvas to the correct address and the customer will be charged for shipping and handling, regardless of the pricing of the original order. Orders not received must be reported to Canvas Creations USA within 14 days of the order being placed. If a missing order is not reported within 14 days, you will be charged for a replacement regardless of the original order cost.
Damaged Canvases: Damaged prints need to be photographed and emailed to Canvas Creations USA before determining if eligible for replacements. Please contact us at email@example.com . We will provide further details and instructions about replacement procedures. Please note Canvas Creations USA is not responsible for damage caused to prints after they have been received or damages caused by the customer or a third party. Third parties may include, but are not limited to, framers, retail establishments or an artist's customers. Canvas Creations USA will not be held responsible for damage not reported within seven (7) days of canvas delivery.