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 (5-10 business days for custom orders).
*Please note that processing times might be extended during peak season (typically November-December) due to the number of orders received, or any exception situation that delays our manufacturing chain.
Once order production is completed, we will give your order to the carrier and 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 should 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 for orders over $60.
- Standard shipping: for orders under $60. Goes from $4.95 to $6.95 depending on the items ordered. AK and HI rates can be higher. EU, CA, AU, UK and other non US countries rates trypically start at $10.
- Expedited shipping: available for all overseas factory items ($25) and products shipped from the US (starts at $19.95).
The shipping methods and delivery times per region are represented by the following table (in business days):
|COUNTRY OR REGION||
|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. Note that shipping fees might change without notice due to the current fuel price volatility.
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. Note that we use USPS for delivery most of the times. Kindly use an address at checkout that USPS can reach.
5. Packages Damaged, Lost, or Missing While in Transit
We offer package protection at checkout to give our customers the best possible delivery experience. We provide low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
If you experienced an issue with your order, please contact us so we can assist.
Important: you must purchase package protection to have in-transit issues coverage. This protection is added to your order by default, but you can opt-out if you wish. If you choose to remove package protection from your order, Canvas by Numbers will not be responsible for any in-transit issues such as loss, damage or theft.
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 Claims
Canvas by Numbers provides a 60-day warranty period since the date of delivery.
If you would like to file a claim, it 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.
Remember that our warranty onlly applies to issues related to production or factory faults. For any shipping claims (damaged order received, lost package or stolen) your will need to contact us only if you purchased package protection with your order. Otherwise, we won't be able to assist.
For our full Returns and Refunds policy, you can visit https://canvasbynumbers.com/pages/refund-returns.
7. Customer Service
Please contact us by email at firstname.lastname@example.org should you need any assistance.