FAQ

ORDERING:

Do I need to have an account to order?

No, you can place an order as a guest. But, there are some perks if you have an account with us, such as quick checkout process, easily view your order status and order history, and receive updates detailing our new releases and special promotions.

What if I typed in the wrong email address?

Please contact us at support@sugarandcanvas.com so we can change your email address.

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

We accept all major credit cards (VISA, MasterCard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored.

How do I change or cancel my order?

After your order has been placed, it will be sent for production right away. If you would like to request a cancellation, please contact us at support@sugarandcanvas.com right away. We will do our best to make modifications to your order, but if your order has already been placed in processing, it can no longer be cancelled.

Can I change my shipping address after placing an order?

After your order has been placed, it will be sent for production right away. If you would like to request order modifications or change of address, please contact us at support@sugarandcanvas.com right away. We will do our best to make modifications to your order, but if your order has already been placed in processing, it can no longer be modified.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless stated otherwise.

When will my order be processed?

We process orders between Monday and Friday. Orders will be processed within 1-2 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Please contact us if you do not receive a shipping notification email after 5 business days from the day you completed your payment. Please allow extra time for your order to be processed during holidays and sale seasons.

 

SHIPPING & CUSTOMS:

How will my art be packaged?

Art prints are rolled inside a thick, high-strength paper tube to protect them against dust and moist during transit. Currently, we don't do flat shipping, but we've taken great care to choose the most protective method of handling and delivering your art.

Why did I receive my art in multiple packages?

When you order multiple prints from us, they may come packaged in different tube containers to protect the art. Any additional tracking number will be provided to you in the order note from us. This won't affect shipping charges on your end.

My order has been sent, why don't I see the tracking information?

Your order has been sent, but sometimes it takes up to 48 hours for tracking information to show up in the tracking system. In some cases, tracking information won't load in a timely manner. This is often the case with our USPS global shipping partners. If your order has a tracking number but has not yet updated, please be assured that you will be taken care of. It is our responsibility to take good care of you and we take that responsibility very seriously.

How do I track my order?

We provide tracking for every order. We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1-3 days after we have shipped your order via email. You can also track your order on our website.

Will I be charged customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

My order still hasn't arrived, I think it's missing?

If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier.

 

RETURNS:

How do I return an item?

Within 30 days of receiving your item, if you are not happy with your purchase and wish to return an item, please review our Refund Policy and contact us at support@sugarandcanvas.com. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send you detailed instructions.

What if the items I received are defective/incorrect/damaged?

Firstly, please accept our sincerest apologies. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, damaged, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to correct your order as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. A confirmation is sent when your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, please contact your bank or credit card company. It may take some time before the refund is posted to your account.