Shipping policy

1. Order Processing Time

- Orders shipped from our US warehouse will be processed within 1 business day (weekends not included).
- Orders shipped from our overseas factory will be processed within 2-5 business days.

*Please note that processing times might be extended during peak season (typically November-December) due to the number of orders received.

Once order processing is completed, we will give your order to the carrier. Once received by the courier, your tracking information will update so you can follow your package until delivery.

2. Shipping Address Changes

If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.

Ideally, you will double-check your address before completing your order. While overseas factory orders take a few days to be processed and there's more margin to amend the address, US stock orders ship the same or the next business day. By the time we get your email, it might be already too late to change the address.

Please note that we cannot be responsible if you enter an incorrect address. We will send your order to the address entered at checkout. We will not refund an order delivered to the wrong address, and if returned, we can resend your order to the right address (you'll need to cover the shipping fee), or we can refund your order by deducting the initial shipping cost.

3. Shipping Methods, Costs, and Delivery Times

We typically offer free shipping to most destinations. If there are any shipping costs, they will be calculated during checkout based on weight, dimensions and
destination of the items in the order. 

We provide three shipping options:

- Free Shipping: available for products shipped from the overseas factory and USA stock products shipped to the 48 contiguous states.

- Standard shipping: available for products shipped from the US. Applies to Alaska and Hawaii. Starts at $12.95.

- Expedited shipping: available for all overseas factory items ($25) and products shipped from the US (starts at $5.95). 

The shipping methods and delivery times per region are represented by the following table (in business days):

COUNTRY OR REGION

Overseas products
(free shipping)

Overseas products
(expedited)

US warehouse 
(free shipping)

US warehouse
(expedited)

United States 7-15 days 3-7 days 2-5 business days 1-2 days
Canada 10-15 days 3-7 days - -
Australia 10-15 days 3-7 days - -
UK 7-15 days 3-7 days - -
Others 10-20 days 5-10 days - -


Be aware that these delivery times can become longer in case your order is placed during busier periods such as near Christmas or Thanksgiving.

4. Shipping Restrictions

Sadly, overseas factory items cannot ship to a PO Box, military addresses, or remote areas (AK, HI). US warehouse items do not have such restrictions but only ship within the US.

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

If you have a suspicion of your parcel being lost or missing while in transit, please contact us by email. We can contact the shipping company to investigate the issue.

Please note that it is common in international shipments that the tracking information will not update for a while, as the parcel needs to get through customs to the last-mile carrier. A package can be considered lost when there are no tracking updates for 21 consecutive days.

If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.

If your package has arrived damaged, contact us and provide detailed photos of the damage or fault. We will provide a brand new replacement or refund as soon as possible.

6. Returns and Refunds

6.1 Return Due To Change of Mind

Canvas by Numbers will happily accept returns due to a change of mind as long as the request is received by us within 60 days of you receiving the item.

The item must be returned to us in the original packaging, unopened, and unused.

The return shipping costs will be paid by the customer. For USA warehouse products, we can provide a shipping label for your convenience and we will deduct the cost once we process the refund.

6.2 Warranty Returns

Canvas by Numbers provides a 60-day warranty period.

If you would like to issue a warranty claim, the claim should be submitted within 60 days of you receiving the package.

We will refund or issue a brand new shipment once verified there's an issue with the product.

For our full Returns and Refunds policy, we refer you to https://canvasbynumbers.com/pages/refund-returns.

7. Customer Service

For questions, support, problems, or warranty claims, please contact us by email at support@canvasbynumbers.com.