Frequently Asked Questions
Contact Customer Service
Please go to our Contact Us page. There you find all the details!
To track your order status online, please visit our order tracking page here. Just enter your order tracking number (already sent by email when your order is shipped). Thus, you will be able to track the precise location of your package in real-time.
If you could not track your order status and it has been more than 15 business days since you have ordered, just contact us at [email protected]
When will my order be delivered?
All our items are hand-made to order. It generally takes us 3 to 5 business days to make your canvas. For delivery worldwide, it takes 10 – 15 days for standard free shipping, and 4-6 days for express shipping. Generally, most orders are delivered 13-14 business days from the purchase date if you choose free shipping, and 8-9 days if you choose express shipping. You can visit “shipping & Returns” for more details about delivery deadlines based on you country.
When will I receive a shipping tracking number?
Tracking details will be dispatched to you via e-mail once your order has shipped. Most orders are shipped within 4-6 business days.
Issues With Your Order
What should I do if the artwork I received is damaged or not in perfect condition?
If your canvas was damaged during shipping, please contact us at [email protected] with photos of the item and photos of the box it was shipped in, and we will happily ship you a replacement, at no additional costs.
What should I do if I didn’t receive the image or size I ordered?
In case you receive the wrong image or incorrect size, please inform us via e-mail at [email protected], with photos of the item you received and the order number & DHL tracking number. We will replace the order as soon as we are notified.
Returns & Exchanges
What is your return policy?
Canvas Art Bay offers 100% Money-back Guarantee!
Guaranteed, you will like your canvas Art! In case you don’t, it’s ok; just return it back within 60 days and we will be glad to provide you with a full refund. No jokes! We accept return or exchange requests for any motive in the first 60 days of purchase!
If you want to return or exchange your canvas OR if there is a problem with the print you received, just follow these steps:
1- Email us at [email protected] within 14 days of delivery. The following information need to be included in the e-mail:
* Your order #number
* A picture of the item you want to return
* The reason why you want to return your canvas back (colors, sizing, quality, damaged, etc. ..)
* The new canvas art you’d like to have as an exchange (in case it’s an exchange request).
2- Ship your canvas back within 60 days of delivery and email us a proof of shipping (you can take a picture of the shipping label or the postal receipt).
* If it’s a return request, we will give a full refund as soon as we receive the old canvas.
* If it’s an exchange request, we will start working on your new order as soon as we receive the old canvas. Then, we will process your account adjustment (we will refund any difference if you ordered a cheaper canvas; OR we will send you an custom invoice to pay the price difference if you ordered a higher-priced canvas).
Please ship your return to:
Canvas Art Bay LLC
3827 S Carson St
505-25 Unit #3074
Carson City, NV 89701
Do I have to pay for return shipping costs?
Yes, Buyers are responsible for return shipping costs. Buyers do not pay for shipping cost when they purchased the item; but if they want to return it for any cause, buyers will have to pay for return shipping cost.
If the buyer received the canvas un-damaged, then did not return it in its original condition, the buyer will be held responsible for any loss in value.
What is your cancellation policy?
You can request to cancel your order at any time before your order has shipped.
When will I be refunded for my return?
Your refund will be issued once your return has been received.
Shipping & Delivery
When can I expect to receive my order?
All our canvas are hand-made to order. It takes us 3 to 5 business days to make your canvas. Then, it takes 10-15 days for free shipping worldwide, and 4 to 6 days for express shipping. Most orders are delivered 13-14 business days from the purchase date if you choose free shipping, and 8-9 days if you choose express shipping. For more details about delivery deadlines based on you country, please visit “shipping & Returns”.
Tracking details will be emailed to you once your order has shipped. To track your order status online, please visit our order tracking page.
Can I change the shipping address once the order has been placed?
If the order hasn’t delivered yet, we can still change the address for you. Changing order information will delay the shipment.
Does Free Shipping apply to all orders?
Yes! With CanvasArtBay, shipping is free for all orders, regardless of the number of canvas you purchased or the order total price.
Do you ship internationally?
Yes, CanvasArtBay ships worldwide! International standard shipping is free for all orders! Taxes and duties do not apply. We also offer express shipping for $49 flat fee per order.
Why am I being charged extra by customs?
Buyers outside of the US may be asked to pay customs and import duty taxes. We will pay the duty taxes for you! Just email us the taxes invoice at [email protected], and we will refund the full amount within 2 business days.
I received my tracking details, but it doesn’t show any movement, what should I do?
If it has been more than two days since your order has shipped and movement is not reflected on the shipper’s website or it has been more than 48 hours since the last tracking update, you can contact us at [email protected] for assistance.
What should I do if the tracking website states my package was delivered, but I never received it?
We are so sorry for the trouble!
We always advise checking around your property or with neighbors to ensure your item was not misplaced. If after checking in you were unable to recover your canvas, please contact us at [email protected]
Which shipping carrier does CanvasArtBay use?
Depending on your location, your order will ship via DHL Express or EMS service.
Product Details, Hanging & Care Guide
My canvas is loose, what’s up with that?
Our canvases are made of a mix of cotton & polyester. So they can slightly lose stretch and become a bit loose during shipping & transit process.
But it’s ok, there’s an easy fix! Just spray some water over the entire back surface of your canvas, and then let it dry. Once this done, your item will regain its original tight stretch in few minutes.
There is a dent on my canvas, is it the end?
Nope! Our canvases are fabric, so dents aren’t the end. To correct a dent, lay the piece face down on an ironing board or a towel on top of a table. Use a ordinary clothes iron on a low heat setting and iron the dent out from the backside. If that doesn’t work, just inform us at [email protected]
Will the colors I see on my monitor be exactly how the image prints?
The colors you see on your monitor could be close to what is printed, however, due to variations in the color calibration of monitors, an ideal match cannot be guaranteed.
Can I customize the art you offer for sale?
Unfortunately, we cannot change our product images.
Do you have an inventory of prints?
All of our canvases are made to order. We do not carry an inventory of products.
Can I purchase an un-stretched canvas?
Unfortunately, un-assembled prints are not available for purchase at this time.
Can I buy a digital copy of the image?
We are not able to offer any digital copies for sale.
Do you offer framing services for a print that I already own?
Unfortunately, we do not provide framing services for previous purchases. If you purchased canvas without the decorative floating frame in the past 60 days, please email us at [email protected] for assistance with exchanging your artwork.
How do I create an account?
To create an account in our site you just need to select the “Sign In” link at the top right-hand corner of the webpage. Insert your email address in the “Email Address” field and click on the “Create an account” button. Complete the First Name, Last Name, and Password fields, then select “Register”.
You can also go to “Create an account”, during checkout, and follow the same steps mentioned above.
Do I need an account?
While an account is not required for making purchases, we strongly recommend that customers create an account, so that they can benefit from features, such as:
- Viewing order history
- Saving favorite artworks
- Add, edit, and remove personal information, including billing and shipping addresses.
- Save information for future orders for a quicker checkout experience
How do I update my shipping or billing address?
Sign in, go to “Account”, click “Addresses” and click “Update” on the information you would like to change.
Order Processing and Payment
Can I place an order by phone or email?
For security reasons, we do not take orders by phone or email. If you are having problem with placing an order on our website, please email us at [email protected] and we can help with troubleshooting the issue.
Can I leave the product in the cart and come back later?
Yup! Take your time and we’ll ensure it stays in the cart. You can also add the piece to your “Favorites”!
Can I split my order and send different parts to different addresses?
Sorry, only one shipping address per order.
Can I order the art piece in a custom size?
Yes, we do have custom sizes canvases, but are restricted to 60″ x 40″ as a maximum size. Please use the contact form here (https://www.canvasartbay.com/contact-us/) to request your custom size canvas. We will reply with a price quote within 2 business days. Shipping is always FREE, even for custom sizes!
How can I pay for my purchase?
The following forms of payment are accepted:
- Credit Card: MasterCard, Visa, Discover, and American Express
- Apple Pay
- Klarna Payment
Is paying online secure?
Protecting your personal information is our top priority. We offer high-level protection through SSL, short for Secure Sockets Layer. Check our Privacy and Security section for more details.
How do I create an order?
- Pick the image and size you like and select “add to cart”.
- Once all of the prints you want to purchase are added, select “View Cart and Checkout”.
- Review your shopping cart to make sure you chose the correct images and sizes.
- If you have a coupon code, insert your code in the “Enter Coupon Code” field and select “Apply”
- Click on “Proceed to Checkout”.
- Use existing, update, or add new shipping and billing addresses.
- Choose your desired payment method (credit card, Klarna payment, google pay or apple pay).
- Enter your payment details (credit card details, Apple credentials or Google credentials) in the Payment box.
- Click on “Place Your Order” to complete your order.
What are my payment options?
We accept the following payment methods:
- Credit cards: MasterCard, Visa, American Express and Discover.
- Apple Pay
- Klarna Payment
When will I be charged?
All orders will be charged in full at the point of purchase.
Will I be charged taxes?
All duties and import taxes for orders shipped outside of the US should be paid by an appropriate party. CanvasArtBay is not responsible for any billing imposed by any entity located outside of the United States. If items are being shipped outside of the United States, the receiver of the item is entirely responsible for all the applicable duties and taxes.
Which currency are your items priced?
Our canvases are priced in U States Dollars. Your order will be charged in US Dollars.
Security & Privacy
Is your website secure?
Protecting your personal information is our main priority. We offer high-level protection through SSL, short for Secure Sockets Layer. This highly developed cryptographic system is intended to encrypt private information in order that it can be transmitted safely and securely over the web. SSL is the agreed standard of the Internet Engineering Task Force (IETF). Our security system also meets the demanding security requirements of the Payment Card Industry Data Security Standard (PCI DSS). As part of the order process, CanvasArtBay will ask for your name, phone number, email, address, shipping/billing, and your credit/debit (or another payment type) information. This information will only be employed for the purchase transaction and will never be provided to other businesses.