ABOUT MY ORDERS
Q: Which size is suitable for me?
A: There is a Size Chart on the Product Description. Please measure the size of your canvas, then select the ideal size. If you are not certain about it, please contact our Customer Service.
Q: Can I make change to my order?
A: Our goal is to process and ship your order as quickly as possible. If you wish to modify or cancel an order, please contact our customer service center as quickly as possible.
Please note: At this time, we are not able to cancel or make changes to orders once they have been shipped.
Q: What are my payment options to place an online order?
A: The following payment options are accepted:
- American Express
Please be aware that we are not able to accept the following payment options:
- Google Checkout
- Money Orders
Q: When will I be charged for my order?
A: As orders are placed, charges will post to your credit or debit card account.
Q: Why are there pending charges on my account when my order didn’t go through?
A: We’re so sorry if you had any difficulties trying to place your order! Each time you click on the submit button an authorization is held against your account even if the order is not successfully placed. These authorizations are usually removed from your debit or credit card within 3-5 business days (PayPal within 30 days). In most cases, these errors occur due to a billing address not matching the address on the credit card being used. We would recommend confirming the billing address and payment method you have with your financial institution is up to date.
Q: Where can I get discount code and coupons?
A: Our products are on discount quite frequently. Whenever we have a new promotion program, we will post it on the header of our homepage.
Q: Can I get more discount?
A: Thanks for your interest in our items. There are fixed discounts and coupons in our store, you can use them if you meet the conditions. We cannot offer more discount since our prices listed have been calculated and left limited profit already. Your understanding is greatly appreciated.
SHIPPING & DELIVERY
Q: When will my order be shipped?
A: Totally we need to arrange your package within 1-3 days, no more than 5 days. If it is an urgent order, please make remarks when you place order, or contact our Customer Service so that we can accommodate your needs.
Q: When will the package arrive?
A: The packages typically arrive in 14~21 business days, not counting holidays and weekends.
Q: Why Russian customers need to fill in passport information?
A: When you are making an order, your passport information will be required by the local customs in Russia. Please be assured that your information will never be shared to a third party, and it is safe for you to provide information on Pencil Canvas.
Q: Delayed logistics in Brazil, Mexico and Chile.
A: If your parcel has arrived at your country, we hope you can give it a little more time, since the postal systems in Brazil, Mexico and Chile are usually slow. If you still do not get it within 2 weeks, please contact our Customer Service.
Q: I am not satisfied with the item.
A: Refund or Return as you wish!
If you are not satisfied with our products, please feel free to contact our Customer Service. We can discuss to fix the problem and give you a satisfied answer.
Q: What is the Return period?
A: Purchase can be returned within 30 days from the delivery date, and Refund will be issued as soon as the returned package confirmed.
Please consult the Customer Service about the information we need before sending back the package and ship the package to the designated address provided by the after-sales staff. Customers have to cover the shipping fee for the package return. To help us, the customer should provide all relevant tracking information.
Q: What do I need to provide to get refunds?
A: For all the refunds the following information is needed:
- The order No.
- Item Code.
- Registered email address.
- Package list.
Q: How long will the refund take to reflect in your bank account?
A: All refund applications will be processed within normally 24 hours. We will credit back the same way of payment. You will receive the refund within one week if you pay via Paypal or one month if you pay via Credit Card.
All messages will be replied within 24 hours, your satisfaction is guaranteed at pencilcanvas.