Return and Refund Policy
Not happy with your purchase? Worry not, your satisfaction is our #1 priority.
We offer a risk-free 30-day Satisfaction Guaranteed policy on all orders. Please contact us at support@sugarandcanvas.com, and we are more than happy to fix any issues you may have.
Return Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to our print houses. Packages must be returned to our studio address located in Canada.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Shipping
In case of damaged/incorrect orders, the shipping costs for returning the items will be fully covered by us. In other scenarios, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Order Modifications or Cancellation
After your order has been placed, it will be sent for production right away. If you would like to request order modifications, change of address, or 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 modified.
Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@sugarandcanvas.com.
Exchanges
At this time, we only replace/exchange items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at support@sugarandcanvas.com.
Damaged/ Incorrect Order
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to support@sugarandcanvas.com. Once we receive your email and verify the issue, we will get a replacement sent to you right away.
Order Not Received
If your item has not arrived within 45 days after you placed your order, please contact support@sugarandcanvas.com and we will promptly take care of you.
Shipping times can be longer for certain countries. We are currently working on providing quicker shipping times for all of our customers worldwide.
Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation email sent immediately after ordering.
We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.
If the package is returned to us because of an incorrect address provided by the customer, we will refund the cost of the item, but not shipping. If the package is lost due to an incorrect address provided by the customer, no refund will be made.