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FAQs

Account

Order

Product

Payment

Shipping & Handling

Exchange & Return

Customer Service

Discounts & Store Credits

 

Account

Why do I need an account with iCanvas?

It also makes the ordering process easier and faster as your information is stored on our secure servers! You can even look up previous orders to check which items you purchased last time.

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".

Aaaaaa! I forgot my password! What do I do?!

Don’t worry, we gotcha. Sign in, go to your Account section, and click “Forgot Password.”  Follow the steps and your temporary password will immediately be sent to your email.

How do I change my shipping or billing address?

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

Can I store multiple shipping addresses?

Yes! Sign in, go to “Account”, click "Addresses", click “Add New Shipping Address” and you’re all set!

 

Order

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

Yes, but only if the order hasn’t shipped yet. Also, note that all the changes you make to the order once it’s been placed will delay the shipment. Delay usually equals the time between order being placed and change being made. (e.g. If you change something the day after you placed the order, the shipment will be delayed by one day)

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

Yup! Take your time. Meanwhile we will make sure it stays in the cart. What you can also do is add the product to “Favorites” while browsing categories or directly on product page.

Can I split my order and send different parts to different addresses?

To do that, you will have to place two separate orders.

Can I order the art piece in a custom size?

Unfortunately, we do not offer custom sizes for our products. Each product page contains the sizing options for this specific product.

 

  

Product

Do I need to take care of my canvas art?

You don’t! Just enjoy it. If on the off chance the piece does get a bit dusty, remember that all of our pieces are water resistant and can be wiped down with a lightly dampened cloth.

My canvas 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: Returns@iCanvas.com.

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

We are truly sorry for the inconvenience that can be actually resolved easily:  Our stretcher bars are designed for you to be able to adjust stretch tension, if the canvas appears to be too loose, slightly tap in the wedges on the back to tighten the canvas. Make sure you do not hit the canvas with the hammer and place a piece of cloth on the table underneath the art piece's edge so that it doesn't get damaged against the table while you are hitting the wedges. Only tap in the wedges until your canvas looks tightened. Tapping the canvas too much may cause the canvas to rip so be careful.  If you do run into any trouble or if there is a tear, please don't hesitate to contact us.

There is a dent on my canvas, is it done?!

Actually as all of our pieces are made using the highest quality canvas there is something you can try! Break out the old iron and gently use it with a low heat setting on the back of the piece where you are seeing the dent. If it does not cure the issue and you are within 60 days of your purchase, just let us know at Returns@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" apply to?

All of our products come with free ground shipping within the continental United States.  

I ordered! When will I receive my art?!

It usually takes us about 1-3 business days to create and ship your product. Once shipped, transit times can take between 2-4 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 1-3 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?

Yup! Please note: Free Shipping is only available for domestic US orders. International order will require additional shipping fees.  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.

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 (Returns@iCanvas.com), call or live chat 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 60"x40", 90"x60" 3-Piece, 72"x24"x1.5" and 90"x30"x1.5" or international art orders. Original Shipping and Handling is non-refundable.

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 (Returns@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 Returns@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.