Frequently Asked Questions

Are shipping fees included in the price? Do you offer free shipping?

Shipping fees are not included in the price. We offer free shipping on orders over CAD$100 within Canada

How are shipping fees calculated?

Shipping fees are calculated at checkout based on the weight or value of the package and the size of the package.

Do you ship internationally?

Right now we only ship internationally as part of special orders. Contact us to coordinate an international shipment. Please be advised: Packages sent to international customers can be subject to more complications that keep your packages from being delivered. Addresses should be provided in your local language in order to be properly understood by your local postal system. We recommend verifying your mailing address with Google Maps in order to ensure your address matches the format submitted to Google by the postal service. If your address is not understood, you package will not be delivered. Undeliverable USPS packages will be sent back to the United States. While we can coordinate re-shipment, we will need to charge for shipping fees if the address originally provided was not understood by the local postal service.

Are customs duties included in the shipping cost?

We have partnered with an importer to assist in minimizing customs and duties fees on orders for wood prints shipped into the US. Wood print orders valued at over $750 will still be subject to duties and tariffs. Although we do report a fair value on each package in order to minimize the import fees, ultimately you are responsible for paying all customs and duty fees in order to receive your package.

How do I request a tracking number?

All packages ship with a tracking number. You will be issued a tracking number automatically (by email or SMS text message) each time a package in your order ships.

Which couriers do you use?

We use Canada Post Expedited for wood prints shipped in Canada, and USPS Priority Mail for wood prints shipped to the US. Smaller shipments are sent via USPS First Class Air Mail.

How long will delivery take?

Once your print ships, delivery to is expected in 5-10 days. Additional time is required for Canadian prints being delivered into the US, and US prints being delivered into Canada. Delivery to international addresses can take up to 4 weeks. You can stay up to date on the progress of your package (or packages) by tracking your package.

Will my package require a signature?

Smaller packages are sent via Canada Post Expedited, USPS First Class and USPS Priority Mail. No signature is required to accept either type of package. Larger packages, typically over 2’x2’, are sent via USPS Priority Mail Oversize. A signature is required to delivery these packages.

Can I arrange delivery for a time that is convenient for me?

Once you have your tracking number, you can contact USPS to arrange delivery at a time that you are available.

How soon will my order ship?

Our prints are made custom for you, and production time for wood prints is typically 5-10 days. Art prints typically ship in 6 days. You’ll receive a tracking number as soon as your order ships.

How are payments handled and processed?

All payment information, including credit card and Paypal information, is handled through the Shopify architecture. Credit card payments are handled through Stripe. Credit card payments can also be handled through Paypal by selecting Paypal as the payment method on checkout. We never have access to any payment information, credit card information, or Paypal information. We are provided with summaries of payment activity, including failure error codes. If your transaction is declined, contact us and we can advise of the possible causes.

Can I order by telephone?

At this time, we are not taking orders by phone. However, if you are having trouble creating an order, we can issue an order invoice to you directly via email.

My credit card / Paypal was charged but I didn’t receive a confirmation email with my order. What should I do?

A confirmation receipt is immediately sent out with every order, so the first step is to check your spam folder. If you created an account, you can also review the order information on your account page.  If there is no confirmation email in your inbox, spam folder, or on your phone, and you are unable to access your account, then you may have mistyped your email when submitting your order. Use our contact form to send us the correct email, and we'll update your account info.

My credit card / Paypal wasn’t charged. Did my order go through?

If you created an account when checking out, A full record of all successful order submissions is available in your account. If there is no order information in your account, your payment didn't go through. Your order will still be in your cart. Verify with your online credit card records or Paypal account that the order didn't go through, and then place the order again. A record of your order will appear in your account immediately after placing your order, and you will receive an order confirmation email.

Can I cancel or amend an order online?

Our printing system is designed to get our prints into the mail as quickly as possible. Your order can go in for printing as quickly as 2 hours after submitting your order. During slow periods, orders placed before 12pm can be printed and shipped the same day! In this case, your order must be returned to our studio in order to get a refund. Unshipped orders can be canceled or changed on orders less than $100. For larger commissions, we are not able to cancel or change an order once it is in production.

Can I track my delivery?

Not only can you track your delivery, but you definitely should! You’ll be able to see when your package has arrived in your town, when it’s out for delivery, when it’s been delivered, and if it’s been held at your post office. Tracking your order is the best way to catch you package if it’s been declared undeliverable and held at your local post office.

How do I find my tracking number?

Each time a package ships, a shipping notification will be sent via email or SMS text message. The shipping notification will include your tracking number and a link to a tracking website. Tracking numbers can also be found in your account if you have created one.

How do I use my tracking number?

You can use your tracking number by visiting USPS.com or 17track.net

My package should have been here by now. What should I do?

If your package has shipped, but hasn’t been delivered as expected, review the information provided by your tracking number. The tracking number will list the last location of your package. If your package is being shipped to an international address, the package may be held in Customs. No updates are provided during the period when your package is in Customs. Your local postal service may have additional information about the status of your package. Your local post office can use the tracking number to provide status updates, to redirect your package to another address, or to tell you which post office to visit in order to pick up your package.

The shipping fees I paid didn’t match the postage on my package. How are shipping fees calculated?

The shipping fees you are charged are used to cover shipping, packaging including labor and materials, and any additional paperwork required for international shipments.