Shipping policy

1. Order Processing Time

Orders originating from our U.S. warehouse are processed within one business day, excluding weekends. For orders shipped from our international facilities, the processing time ranges from 2-3 business days, extending to 2-5 business days for customized orders.

Please consult each product page's "Shipping Information" tab to verify the warehouse location and estimated delivery times.

Please note: Processing times may be extended during peak seasons, typically between November and December, due to high order volumes or unforeseen circumstances that may impact our production chain.

Upon completing your order, we will send you an order confirmation email and a shipping confirmation email upon fulfillment. The tracking information will be generated as soon as possible to allow you to monitor the package until its arrival.

2. Changes to the Shipping Address

If you need to change the shipping address, kindly email us with the updated address. Once the order is dispatched, we cannot amend the shipping details.

We recommend double-checking your shipping address before finalizing your order. Please be aware that orders from the U.S. warehouse are dispatched more rapidly (sometimes on the same day), reducing the window for address modifications.

We cannot assume responsibility for orders shipped to an incorrect address. If an order is returned for this reason, we will deduct a restock and return fee or ship it again at your expense.

3. Shipping Methods, Costs, and Estimated Delivery Times

We generally offer shipping to most locations. Shipping costs will be calculated at checkout based on weight, dimensions, and destination if applicable.

We offer the following shipping options:

• Flat rate of $4.50 for orders under $60 USD.
• Free Shipping for all orders over $60 USD.
• Expedited Shipping: Available for all products at a flat rate of $25-$40 (can vary depending on the country).

Please note that these rates might vary without notice due to carrier fee changes and differ depending on the country. After placing an order, there could also be unexpected charges for oversized parcels; our customer service team will contact you to confirm the extra charge payment if that is the case.

Estimated delivery is 7-14 working days for standard shipping and 3-7 working days for expedited shipping (overseas warehouse orders), or 2-6 working days for standard shipping and 1-3 working days for expedited (US warehouse orders).

Kindly note these are estimates and not guaranteed. We cannot be liable for any potential carrier delays. Additionally, this timeframe might be increased during peak season due to the large volume of orders and overall logistics overload.

If you need to change the shipping method, please inform us within 24 hours of placing your order. We will do our best to accommodate your request, but after this period, we cannot guarantee that changes will be possible.

4. Shipping Restrictions

Unfortunately, we are unable to ship overseas factory items to P.O. Boxes, military addresses, or remote areas such as Alaska and Hawaii. U.S. warehouse items have no such restrictions and are delivered primarily through USPS.

5. Protection for Packages Damaged, Lost, or Missing While in Transit

We offer complimentary insurance included in the shipping price. This means we will cover any lost in transit or damaged item with a brand new reshipment or a refund.

Important: missing parcels after delivery or parcels delivered to the wrong address are not covered.

6. Returns and Refunds

6.1 Return Due To Change of Mind

We accept returns for a change of mind within 60 days of delivery (returnable products), provided the item is unopened and in its original packaging. The customer is responsible for return shipping costs.

6.2 Return Due Carrier Issues

Please note that it's your responsibility to give us the correct address, ensure a safe place to deliver the package, and resolve any issues with your local post office/carrier if the delivery doesn't go as planned. While we're always here to help, these things are ultimately up to you.

You must verify the address before and after the order has been placed.

If the package is sent back to us because of an incomplete or incorrect address, because you couldn't pick it up, or because you didn't arrange another delivery with the post office, we'll refund you for any items that can be refunded. However, we will have to charge a return and restocking fee, depending on how many items are in the order and where it was being shipped to. Custom orders will also incur a disposal fee, as these are items made from your picture and cannot be resold. 

If you opt for a reshipment of the returned order, we will arrange this with the carrier for you, but we'll charge a reshipment fee, which will depend on the number of items and destination.

6.3 Warranty Claims

We offer a 60-day warranty period from the date of delivery. Claims should be submitted within this timeframe and are subject to verification.

Please note that our warranty only covers issues related to manufacturing defects. Any shipping-related claims must be processed separately according to our shipping policy.

For a detailed overview of our Returns and Refunds policy, please click here.

7. Customer Service

For assistance, please email us at support@canvasbynumbers.com.