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FAQs

Account

Order

Product

Payment

Shipping & Handling

Exchange & Return

Customer Service

Discounts & Store Credits

Gift Cards

 

Account

Why do I need an account with iCanvas?

You can always check out as a guest if you don't want to create an account. However, having an account with us makes the ordering process easier and faster as your information is stored on our secure servers. You can save your favorite art, store multiple addresses, and view your order history, too! 

How do I change my password?

Sign in and go to “Account”.  Click on the "Personal Information" tab.  Enter your old and new password. After you are done - hit "Save".

I forgot my password! What do I do?

Don't worry! You can reset your password if you lose it. Go to the homepage and click on "Sign In" at the top right corner of the page. Then just follow the "Forgot your password?" prompt under the password field. Follow the steps and we will email you a temporary password.

How do I change my shipping or billing address?

Sign in, go to “Account”, click "Addresses" and click “Update” on the information you would like change.

Can I store multiple shipping addresses?

Yes! Sign in, go to “Account”, click "Addresses", click “Add New Shipping Address".

 

Order

Can I change the shipping address once the order has been placed?

If the order hasn't shipped yet, we can still change the address for you. Changing order information will delay the shipment.

Can I leave the product in the cart and come back later?

Yup! Take your time and we'll make sure 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?

Unfortunately, we do not offer custom sizes for our products. 

 

  

Product

Do I need to take care of my canvas art?

All you need to do is enjoy it! If your art gets a little dusty or something gets on the canvas, gently wipe it off with a damp cloth. 

My canvas is loose, what’s up with that?

Don't worry, there's an easy fix! Our canvases are wrapped on stretcher bars that let you tighten them. If the canvas gets loose, take if off the wall and place the loosest edge on the top of a towel atop a table. You will see small plastic parts in each of the corners. Those are stretcher keys—tap the keys gently with a hammer to tighten the canvas. Tap down toward the table gently, then rotate the canvas and tap down on the next side. You don't have to do all four sides—just tap the keys in until the canvas is tight again. You may see the wood joint spreading apart, which is how the stretchers are designed to work. Tears in the canvas can occur if it is overtightened, but tears are rare. If you encounter a tear, please contact our support team.

There is a dent on my canvas, is it ruined?

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 normal clothes iron on a low heat setting and iron the dent out from the back side. If that doesn't fix it, and you are within 60 days of your purchase, just let us know at support@icanvas.com

Can you add a mat to the framed paper print?

At this time, we do not.  But our prints can be self-matted, by bending the metal flex points back towards the frame and removing the backing and print to apply the mat.  Please note that fine art paper is very fragile and can easily pick up smudges or dust.  We recommend that you use gloves when handling the print.

How to I clean my framed paper print?

We recommend using a soft cloth rather than a towel which may be too abrasive for the surface and resulting in scratching.  We also recommend using plastic cleaners (as an alternative to glass cleaners) which best preserve the clear coat finish on the plexiglass.

Can I hang my framed paper print in the bathroom or outdoors?

Over time, moisture that can be found in these areas can seep into the paper.  This can ultimately damage the print, as the paper print may show signs of warping or waving behind the plexi.

My art print is defective. What do I do?

Let us know! Email is the fastest and easiest way to reach us with the quickest response. Attaching the picture of the defective product will speed up the process as well. Our wonderful customer service staff will be sure to make this right for you. Contact us: support@icanvas.com.

 

Payment

How can I pay for my purchase?

We accept the following forms of payment:

  • PayPal
  • Google Checkout
  • Credit Card: Visa, MasterCard, Discover, and American Express

Is paying online secure?

Protecting your private data is our highest priority. We provide high-level protection through SSL, short for Secure Sockets Layer. This advanced cryptographic system is designed to encrypt private data so that it can be transmitted safely and securely over the Internet. SSL is the approved standard of the Internet Engineering Task Force (IETF). Our security system also meets the rigorous security requirements of the Payment Card Industry Data Security Standard (PCI DSS). As part of the order process, iCanvas will ask for your name, shipping/billing address, email, phone number, and your credit/debit (or other payment type) information. This information will only be used for the purchase transaction and will never be given out to other businesses.

When will my credit card be billed?

Your credit card will be billed at the time of purchase.

I returned the product, when will I get a refund?

After we receive the product back and inspect it, we will issue the refund. It usually takes about 3-5 business days for you to see it on your credit card statement. If you feel it’s taking too long, please contact us for an update!

 

Shipping & Handling

What does "Free Shipping & Returns" apply to?

All of our products come with free ground shipping within the continental United States.  Some exclusions apply for free return shipping (click for details).

I ordered! When will I receive my art?!

Our production time can take between 3-4 business days to create and ship your product.  Once shipped, transit times can take between 2-5 days depending on your location. You will receive a confirmation email after we ship your product with a tracking number in it. Please note that production speed doesn’t equal the shipping speed, meaning that if you choose overnight shipping it will still take us 3-4 business days to craft and package your order prior to shipping.

Can I track my order?

Once your order leaves our location, you will receive a confirmation email with a tracking number in it.

Do you ship internationally?

Yes!  Please note: Free Shipping & Free Returns are only available for domestic US orders.  International orders will incur additional shipping charges.  iCanvas is not responsible for any local taxes or duties that may be required for final delivery.  Original shipping and handling is non-refundable on returns.

What duties and taxes should I expect to pay, if I am purchasing from outside the United States?

While duties and taxes will vary from country to country, in general, most countries can expect to pay 20% of the total cost of your order.  If you're in Canada, duties and taxes are more likely to be around 13-16%.

Is my package insured?

Of course. Come on, we can’t tease you with art and not deliver it. In case of your package being damaged or lost, we will send a replacement. It’s on the house.

Can I ship to PO box?

The following sizes are too large to ship via USPS (PO Boxes):

Size

Frame

Number of pieces

37x37

n/a

1

40x26

Regular

1

60x20

n/a

1

26x26

Floating

1

60x40

n/a

1

60x40

Floating

1

72x24

n/a

1

90x30

n/a

1

90x30

n/a

3

90x60

n/a

3

 

All smaller items can be shipped to PO boxes.

I made changes to the order after placing it. Now it is taking longer than anticipated to deliver. Why?

Unfortunately, if you make a change to the order after placing it, it may cause a slight delay in production & handling.

 

Exchange & Return

What is your Return Policy?

We have an easy 60-day free returns and exchanges policy! Just email support@icanvas.com or call us with your order number and the product you would like to return, and we will get you set with a free return, prepaid shipping label.  Please note free Return & Exchange Shipping is not available on international art orders or the following canvas print sizes 60"x40" (1-piece), 90"x60" (3-Piece), 72"x24" (1-piece), 90"x30" (1-piece)

How do I cancel my order?

Fine, we’ll tell you.  If your order hasn’t been shipped yet (you will receive a shipping confirmation email once it leaves the location), please send us an email (support@icanvas.com) or call us and we will cancel it for you.

I want to cancel the order but it’s already been shipped. What do I do?

Contact us right away at support@icanvas.com and our team of highly agile customer service members will see if we can wrangle it back for you.

I returned the product, when will I get a refund?

After we receive the product back and inspect it, we will issue the refund. It usually takes about 3-5 business days for you to see it on your credit card statement. If you feel it’s taking too long, please contact us and we will work it out!

I would like to exchange my order!

As part of our 60 day easy returns and exchanges policy, just email, call or live chat us your order number and the product you would like to exchange your item for, and we will ship it to you 3-5 business days after the returned product has been received. In case the exchanged product is of a different value, we will refund/credit or charge your account the difference within 3-5 business days.

 

Customer Service

What are customer service hours?

Monday-Friday from 9am to 6pm CST.

What is the best way to reach you?

Whatever you need!  Contact Us Here!  Or Email Us!  Or Live Chat! Or Call Us at 800-980-1089

 

Discounts & Store Credits

How do I use a discount code?

During checkout process, you can apply a coupon code.  Look for the "Got a coupon or a voucher?" section.  Enter your code there and it will calculate your new price!  Please note that most coupons cannot be used together.

 

Gift Cards

When does the eGift Card expire?

All iCanvas eGift Cards will expire in 5 years from the date of purchase.

Can you offer custom amounts?

Not at this time.

How do I check my balance?

To check your balance go here: www.icanvas.com/egift-card-balance

Can I use this eGift card with other coupons or eGift cards?

Yes! You can continue to add as many compatible coupons and eGift cards to your order as you like.

What if I lose my e-Gift card?

Your e-Gift card has cash value and should be safeguarded as such. If you lose your printed e-Gift card, contact customer support immediately. If your e-Gift card has not been redeemed or has some remaining value, we can cancel the original and issue you a new e-Gift card for that value.

Recipient didn't receive their eGift card. What do I do?
Have the recipient check their spam first.  If they still can't find it, please contact
customer support.  We can resend to the same email address again. If this needs to be sent to a different email, we will have to cancel the order and reissue a new one.

How do I cancel the purchase of an eGift Card?
You cannot cancel an eGift Card after your purchase is complete. You may redeem it at any time.

Can I schedule this to be delivered at a certain time?
Not at this time. We recommend sending to yourself and then forwarding to the recipient when you want to arrive.

Are there any fees associated with the eGift Card?
No. You will only be charged the face value of the eGift Card.  We will not impose shipping or any other fees at any time.

Can I change the value of an eGift Card after I've paid for it?
Not at this time.

Can I reload my eGift Card after I've spent the full value?
Not at this time. However, you can always purchase a new eGift Card.

I want a printed eGift Card to present to someone as a gift. How do I do this?
The eGift Card will be emailed to you directly, so that you can print it out and deliver it to your recipient.

When is the eGift Card sent to me?
After a successful transaction, please allow up to 15 minutes for the recipient to receive their eGift card.

Where can I use my eGift Card?
Your eGift Card can only be used at the iCanvas.com website.