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FAQs

Customer Service

Order Tracking

Issues With Your Order

Returns & Exchanges

Shipping & Delivery

Product Details, Hanging & Care Guide

Custom Art

Account

Order Processing and Payment

Gift Cards

Security & Privacy

Artist Inquiries

Scholarship

Customer Service

How do I contact Customer Service?

Come on over to the Contact Us page. It has all the details!

Order Tracking

To track your order status online, visit our order guest tracking page or order history page if you placed an order with an account.

When will my order be delivered?

Our items are made to order and hand assembled - most orders are delivered 8-12 business days from the date of purchase.   

When will I receive a shipping tracking number?

Tracking details will be emailed to you once your order has shipped.  Most orders are shipped within 7 business days.  

I signed into my account, but cannot see my order, why?

Orders placed as a guest cannot be tracked in your account. If your account was created after you checked your order out as a guest, you will lose access to viewing your guest order status.

To track your order status online, visit our guest order tracking page

If you are unable to track your order status and it has been more than 10 business days since you have ordered, please contact us at support@icanvas.com

Issues With Your Order

What should I do if the artwork I received is damaged or not in perfect condition?

If your artwork arrives not in perfect condition, please email us at support@icanvas.com with photos of the item AND photos of the box it arrived in, and we will gladly ship you a replacement, at no additional cost.

Sometimes, bumpy transits can cause minor imperfections such as looseness, indentations, and creases to your artwork.  The Canvas Care Guide can help address these issues so you don’t have to go through the hassle of an exchange and your artwork can be restored to the perfect condition in just minutes.

Download the Hanging and Care Guide

What should I do if I didn’t receive the image or size I ordered?

If you receive the wrong image or incorrect size, please let us know by emailing us at support@icanvas.com, with pictures of the artwork you received AND the UPC barcode (typically found on the back of the print).  We will process a replacement order as soon as we are notified.

Returns & Exchanges

What is your return policy?

iCanvas offers a 100% Love Guarantee!

You will LOVE your art, or we will take it back! We are happy to accept return or exchange requests for any reason in the first 60 days of purchase!

If you would like to return or exchange your order or if there is an issue with the print you received, please email us at support@icanvas.com order number and the product you would like to return or exchange to receive a free return shipping label.  

We will process your refund or exchange order once your return has been received.  

Do I qualify for free return shipping?

Free return shipping is only eligible for orders shipped within the 48 Contiguous United States and excludes Oversized Prints.

Oversized Prints Free Return Exclusions

The following sizes are not eligible for free return shipping:

One piece

37x37 (Framed only), 48x48, 60x40, 72x24

Two-piece

120x40

Three piece

90x60

Can I still be issued a return label for my oversized print?

Customers who purchased oversized prints shipped within the 48 Contiguous United States will be issued a return shipping label, but please note, refunds will be assessed a 30% processing fee.

Orders shipped outside the 48 Contiguous United States will not be eligible for any return shipping labels.

We would gladly accept your return, but orders shipped outside of the Contiguous United States do not qualify for free returns and are the responsibility of the customer.

Please ship your return to:

iCanvas Returns

8280 N. Austin Avenue

Morton Grove, IL 60053

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 processed once your return has been received.

My order was damaged in transit!

No worries. See our section for instructions on handling shipping and order issues.

Shipping & Delivery

When can I expect to receive my order?

Our items are made to order by hand and can take up to 7 business days to assemble and ship.  Customers who selected "Free Standard Shipping" should expect to receive their orders between 8-12 business days from the date of purchase.  

Tracking details will be emailed to you once your order has shipped. To track your order status online, visit our guest order tracking page. 

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.

Does Free Shipping apply to all orders?

Free shipping only applies to orders shipped within the contiguous United States.

Do you ship internationally?

iCanvas.com ships internationally!  Shipping prices may vary based on size and location.  You will be able to see the applicable shipping charge reflected in your shopping cart, after you enter the shipping address, at checkout.  Taxes and duties do not apply.

Why am I being charged extra by customs?

International taxes and duties are not included in your order and will need to be paid before delivery.  The cost of duties and taxes are regulated by your country’s customs bureau and not determined or collected by iCanvas.com.  

Do you ship to P.O. Boxes?

Most items can be delivered to P.O. Boxes, however, there are some size limitations.  The following sizes cannot be delivered to P.O. Boxes:

One Piece

37x37, 48x48, 60x20, 72x24, 60x40, 90x30

Two Piece

60x30, 120x20, 120x40

Three Piece

90x30, 90x60

Do you ship to U.S. military bases?

We are more than happy to ship items to military service members.  Please know, that shipping fees are applicable towards orders shipped to overseas military bases.

Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned). To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses.

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, please contact us at support@icanvas.com for further 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 recommend checking around your property or with neighbors to ensure your package was not misplaced.  If after checking in you were unable to recover your packages, please contact us at support@icanvas.com 

Which shipping carrier does iCanvas use?

All orders US & International orders ship via UPS.   

Product Details and Care

For detailed care instructions, download our Product Care Guide

DOWNLOAD THE HANGING AND CARE GUIDE

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 over tightened, 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 backside. 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 do 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 plexiglass.

Will the colors I see on my monitor be exactly how the image prints?

The colors you see on your monitor may be close to what is printed, but due to differences in the color calibration of monitors, a perfect match cannot be guaranteed.

What sizes available for purchase?

Size, shape, and orientation may vary by print.  Unfortunately, we do not offer custom sizing options.

Can I customize the art you offer for sale?

Unfortunately, we cannot modify our product images. 

Do you have an inventory of prints?

All of our artwork is made to order.  We do not carry an inventory of products.

Can I purchase an unstretched canvas?

Unfortunately, unassembled prints are not available for purchase at this time.

Can I buy a digital copy of the image?

We are unable to offer any digital copies for sale.

Do you offer framing services for a print that I already own?

Unfortunately, we do not offer framing service for previous purchases.   If you purchased artwork without the decorative floating frame in the past 60 days, please contact us at support@icanvas.com for assistance with exchanging your artwork.

Custom Art

What are the image specifications for printing custom images?

We recommend that you upload the biggest, highest resolution image you have (the image should be clear at the largest size). As a general rule of thumb, we suggest that the image be at least half the size of the canvas size you're interested in (i.e. — for a 12"×12" canvas, we would prefer the image to be at least 6"×6"). NOTE: Each image must be a minimum of 500KB to ensure a high-quality print.

What file format images can I upload to Photos to Art?

You may upload photos that are formatted as “jpg”, “tiff”, “pdf”, “png”, or “gif”

Where can I see the sizes?

Once you have uploaded your photo and created an account, you will be taken to a page to select your options.

Why do I need to create an account before selecting a size?

Yes, accounts are required for custom photo orders. We are able to save your image in your account for future reference and to store your proofs for approval and reference.

How long will I have access to my images on Photos to Art?

Photos to Art is not an image storage or hosting service. Therefore, the images you upload are made accessible for limited periods of time. If you upload images but do not purchase any prints, your images will be accessible for 30 days. If you purchase prints, you will have access to your images for at least 90 days from the date of purchase.

Will I receive a proof before my image is printed?

You can expect to receive a proof of your touched up image within two business days.

What is the delivery timeframe for custom artwork?

Our items are made to order by hand and can take up to 7 business days to assemble and ship.  Customers who selected "Free Standard Shipping" should expect to receive their orders between 8-12 business days from the date of purchase.  

Account

How do I create an account?

To create an account you simply need to select the “Sign In” link at the top right-hand corner of web page.  Enter your email address in the “Email Address” field and click on the “Create an account” button.  From there you will need to complete the First Name, Last Name, and Password fields, then select “Register”.

You can also select “Create an account”, during checkout, and follow the same steps above.

Do I need an account?

While an account is not necessary for making purchases on our website, we highly recommend that customers create an account, so that they can take advantage of features, such as:

  • Viewing order history

  • Saving favorite artworks

  • Add, edit, and delete personal information, including billing and shipping addresses.

  • Save information for future orders for a quicker checkout experience

How do I reset my password?

To reset your password, please click here, enter your email address, and a password reset link will be sent to you.

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 change.

Order Processing and Payment

Can I place an order by phone or email?

For security purposes, we do not take orders by phone or email.  If you are having trouble with placing an order on our website, please contact us at support@icanvas.com 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 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.

How can I pay for my purchase?

We accept the following forms of payment:

  • PayPal

  • 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. See our Privacy and Security section for more details.

How do I create an order?

  • Select the image and size you prefer and selecting “add to cart”.

  • Once you have added all of the prints you are interested in purchasing, select “View Cart And Checkout”.

  • Review your shopping cart to ensure you selected the correct images and sizes.

  • If you have a promotional code, enter your code in the “Enter Coupon Code” field and select “Apply”

  • Select the “Checkout Now” or “Checkout With Paypal” (if you are using Paypal to pay for your order) option to checkout.

  • Use existing, update, or add new shipping and billing addresses.

  • Enter preferred payment details and select “Place Your Order”, to complete your purchase.

  • Choose to “Create an Account”, “Checkout As Guest” or “Checkout with Paypal”.  Please note: Customers who checkout as a guest will not be able to view their order status, even if an account was created after purchase.

  • Enter your credit card details in the Payment box or select the Paypal tab to checkout with Paypal.

  • Select “Place Your Order” to complete your order.

What are my payment options?

We accept Visa, Mastercard, American Express, Discover, and PayPal.

When will I be charged?

All orders will be charged in full at point of purchase.

Will I be charged taxes?

Sales tax is only required for orders shipping into Illinois. Therefore all orders shipping into Illinois will be charged applicable sales tax according to the current tax rate.

All duties and taxes for orders outside of United States are to be paid by an appropriate party. iCanvas.com is not responsible for any billing imposed by any state outside of United States. If products are being shipped outside of United States, the recipient of the product is fully responsible for all the applicable duties and taxes.

Which currency are your items priced?

Our items are priced in United States Dollars.  Your order will be charged in US Dollars.

How do I use my gift card for my order?

To use your gift card towards your purchase, enter the gift card code into the “Enter Coupon Code” field in your shopping cart and select the “Apply” button.

Gift Cards

When is the eGift Card sent?

After a successful transaction, please allow up to 15 minutes for the recipient to receive their 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.

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 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 it to arrive.

When does the eGift Card expire?

eGift Cards will never expire.

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-cards-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.

Security & Privacy

Is your website 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 another payment type) information. This information will only be used for the purchase transaction and will never be given out to other businesses.

Privacy Policy

Terms of Service

Artist Inquiries

How do I feature my artwork on your website?

Artists who are interested in are welcome to email links to their portfolio to support@icanvas.com and our Customer Service team will make certain it gets forwarded to our Licensing department.



Scholarship

What medium/process/material/technique can I use for my art scholarship?

You may submit a photo of any form of art with any material and technique you like.  

How old must I be to enter this scholarship?

There no age restriction. You just have to be a student at a college or university pursuing an art-related degree.

I'm a graduate student (or will be a graduate student soon).  Can I still apply?

Yes! Graduate students are welcome to apply.

Do I have to be a U.S. Citizen?

No, but you have to be attending college in the U.S.

How do I know that my art is entered in the contest?

Once you click "SUBMIT" you should see a confirmation message at the bottom of the form that confirms your submission.  

How many times can I submit an entry for the scholarship?

Only once. 

When and how will you announce the winner?

Shortly after the scholarship sweepstakes has ended (12/7/2018, 11:59PM EST), when we've made our selection, we'll contact the winner, highlight the winning entry on our site, make an announcement on our Facebook and Twitter, and send out an announcement email.