Shipping, Returns & Refunds

This policy is part of the Terms of Sale. Refunds come first; shipping follows.

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Refunds — the short version

There is no automatic right of return if you simply change your mind. That decision belongs to the artist. If the artist approves, Custom Canvas settles the money.

Four things are not the artist's decision, and on these we refund you whether or not they agree:

1. A piece that never arrives
2. A piece that arrives damaged
3. A piece that is materially not as described
4. An order that is never shipped

On a change-of-mind refund you receive the artwork price + shipping + the sales tax charged on those amounts; the service fee, and the tax charged on that fee, are not refunded. Where the refund is for one of the four reasons above, we refund the service fee as well.

The artist is the seller of your piece, but Custom Canvas administers refunds. If you cannot get a fair answer from an artist, write to us.

Why it works this way

Every piece here is a one-of-a-kind object made by an individual person and shipped from their studio, not stock pulled from a warehouse. A returned painting is a painting that was crated, posted, handled and returned, and the artist carries that cost personally. So the change-of-mind decision is theirs.

How to request a refund

1. Open the order in Orders and choose Request a refund. This opens a message thread with the artist, pre-filled with your order number.
2. Explain what is wrong. Photographs help, especially for damage.
3. The artist responds. If they approve, Custom Canvas settles it, and you will see the order move to refunded.
4. Refunds return to your original payment method. Your bank typically posts it within 5–10 business days.

Returning the artwork

Do not return artwork without return instructions from Custom Canvas or the artist through the Platform.

An authorized return must ordinarily be shipped within seven calendar days, using the supplied address, reasonable protective packaging, tracking, and any insurance specified in the instructions.

For an approved change-of-mind return, you ordinarily pay return shipping and bear risk of loss until delivery. For damaged, materially misdescribed, or incorrectly supplied artwork, the artist ordinarily pays reasonable return-shipping costs and bears return-transit risk, provided you follow the instructions.

A refund may be issued after the artwork is returned and reasonably inspected. You may not retain the artwork and receive a full refund unless Custom Canvas determines that returning it would be unlawful, unsafe, disproportionately expensive, or otherwise inappropriate.

Damaged or not as described

Different from changing your mind, and treated differently.

If a piece arrives damaged, or is materially not what the listing described — wrong medium, wrong size, a reproduction sold as an original, undisclosed damage — contact the artist and then support@customcanvas.shop. Keep the packaging and photograph everything, including the box.

Where we substantiate that a piece arrived damaged or was materially misdescribed, Custom Canvas will refund you whether or not the artist agrees.

Report promptly. Report visible shipping damage within 48 hours after delivery and other material problems within seven calendar days after delivery. A report should include photographs of the artwork, packaging, shipping label, and the damage or inconsistency.

Failure to report within these periods may materially impair our ability to recover from a carrier or investigate the claim, but it does not eliminate any nonwaivable legal right or prevent Custom Canvas from considering a later claim based on fraud, concealed damage, or circumstances that reasonably prevented earlier notice.

If your piece is never shipped

Artists ship within 5 business days. If that passes, the artist should offer you a new date or a cancellation, and you do not have to accept the new date. Choose cancellation and you get a full refund. If the artist stops responding and neither you nor we can reach them within five business days, we cancel the order and refund you without their approval.

Cancellations

Ask the artist to cancel before they ship and they usually can. Once a piece is posted, it is a refund question rather than a cancellation.

Before you dispute with your bank

Please talk to us first. A chargeback takes weeks and we can usually resolve things in days. If you do dispute, we respond with the records we hold, including tracking and delivery confirmation.

Commissions

Commissioned work is arranged directly between you and the artist and is not covered by this policy. Currently, commissions are paid off-platform.

Nothing here limits rights you have under law that cannot be excluded.

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Shipping

Who ships

The artist packs and ships your piece directly from their studio. Custom Canvas never handles the artwork.

Timing

Artists ship within 5 business days of purchase. That window is shown on every listing before you buy. You will receive tracking when the piece is posted.

Business days are Monday to Friday.

If the window is missed. The artist should tell you in Messages before it expires and offer you either a new date or a cancellation. You are free to refuse the new date. If you do, you may cancel for a full refund, and it is not the artist's decision to make.

Cost

Shipping is set per piece by the artist and shown before you pay. Local pickup is free.

Carriers and tracking

Artists ship via USPS, UPS, FedEx or DHL, with tracking recorded on the order. Artists are required to obtain signature confirmation on orders of $750 or more.

Where we ship

United States only currently. International shipping is not offered.

Your address

The delivery address you enter at checkout is the one used — and it determines the sales tax charged. Please check it before paying. Once a piece has been posted it generally cannot be rerouted.

Local pickup

Some artists offer pickup instead of shipping. You will not be charged shipping. You and the artist must arrange pickup through Custom Canvas Messages, and unless otherwise agreed, pickup should occur within seven calendar days after the order is ready.

Inspect the artwork before accepting possession. Both of you should record completion using the Platform's pickup-confirmation process or, until that feature is available, a clear written confirmation in Messages. That written confirmation is what protects both of you if there is later a dispute about whether the piece changed hands.

If you fail to appear or do not arrange pickup after reasonable reminders, the artist must contact Custom Canvas before canceling the order, charging any storage amount, or treating the artwork as abandoned. No storage fee may be imposed unless it was disclosed and affirmatively accepted before the fee began accruing.

Damage in transit

Photograph the packaging and the piece before unpacking further, keep everything, and contact the artist and support@customcanvas.shop promptly.

Risk of loss

The artist bears the risk until your piece is delivered. If it is lost, stolen or damaged in transit you are entitled to a refund of the artwork price and shipping, and that refund is not at the artist's discretion.

For shipped orders, risk of loss remains with the artist until carrier records show delivery to the address stated in the Custom Canvas order. For orders requiring signature confirmation, risk does not transfer until the required signature or other approved delivery confirmation is obtained.

After valid delivery, risk ordinarily transfers to you, including risk of theft or damage occurring after delivery. Custom Canvas may nevertheless investigate evidence of misdelivery, fraudulent delivery confirmation, or delivery to an incorrect address.

For local pickup, risk transfers when you or your authorized recipient take possession and confirm the handoff.

Shipping coverage

Artists must purchase commercially reasonable shipping coverage for the artwork price when such coverage is reasonably available. If full coverage is unavailable because of carrier exclusions, value limits, artwork type, or destination, the artist must disclose that issue to Custom Canvas before shipping and follow any alternative shipping instructions.

Your contractual right to an approved refund for nondelivery or transit damage does not depend on whether the artist successfully recovers from a carrier or insurer.

Shipping coverage is maintained for the artist's benefit and does not make Custom Canvas an insurer, carrier, or guarantor of the shipment.

Questions: support@customcanvas.shop