4. SHIPPING AND REFUND POLICY

At Illumine Canvas, every artwork is created and packaged with care. The following Shipping and Refund Policy explains how orders are processed, shipped, and — if necessary — returned or refunded. By placing an order, you agree to the terms outlined below.

4.1 Order Processing Time

All orders are processed within 3–7 business days of receipt of payment, excluding weekends and U.S. public holidays. Commissioned and custom artworks have separate timelines agreed to in writing prior to commencement. During holiday seasons, exhibitions, or high-volume periods, processing times may be slightly longer; we will notify you of any expected delays.

4.2 Domestic Shipping (United States)

We ship within the United States via reputable carriers, including USPS, UPS, and FedEx. Standard domestic delivery typically arrives within 5–10 business days after dispatch. Expedited shipping options may be available at checkout for an additional fee. All shipments include tracking information, which will be emailed to you once your order is dispatched.

4.3 International Shipping

We ship internationally to most countries on a case-by-case basis. International shipping costs, delivery times, and customs requirements vary by destination. International orders may take 10–30 business days, depending on the destination country, carrier, and customs processing. Tracking is provided where available.

4.4 Customs, Duties, and Import Taxes

International buyers are responsible for any customs duties, import taxes, VAT, GST, brokerage fees, or other charges levied by their destination country. These charges are not included in the product price or shipping cost. Illumine Canvas has no control over these fees and cannot estimate them in advance. If a parcel is refused at customs or returned due to unpaid duties, the buyer is responsible for the return shipping costs and any non-refundable charges incurred.

4.5 Shipping Costs

Shipping costs are calculated at checkout based on the size, weight, destination, and value of the artwork. For oversized, fragile, or high-value original artworks, custom shipping crates and specialty carriers may be required and quoted separately.

4.6 Packaging

Every artwork is packaged with professional care using protective materials such as acid-free tissue, glassine, foam-corner protectors, rigid mailers, double-walled boxes, or wooden crates as appropriate for the piece. Where possible, we use recyclable or recycled materials.

4.7 Risk of Loss and Insurance

Title and risk of loss for all orders pass to you upon delivery to the shipping carrier. We strongly recommend that buyers select insured shipping at checkout, particularly for original artworks. If insurance is declined, Illumine Canvas is not liable for loss, theft, or damage occurring during transit. Where insurance is purchased, claims must be initiated within the carrier’s required time frame, and we will assist with documentation as needed.

4.8 Shipment Delays

Once an order is handed to the carrier, delivery times are outside our control. We are not responsible for shipping delays caused by carrier issues, weather, customs holds, strikes, natural disasters, or other circumstances beyond our control.

4.9 Address Accuracy

It is the buyer’s responsibility to provide a complete, accurate shipping address at checkout. Orders returned due to incorrect or incomplete addresses, refusal of delivery, or unclaimed parcels will be subject to re-shipping fees. If a refund is requested in such cases, the original shipping fee and any return shipping fees will be deducted.

4.10 Local Pickup

Where applicable, local pickup may be offered for buyers in the Rochester Hills, Michigan area by prior arrangement. Please contact us before checkout to coordinate.

4.11 Returns and Refunds — Overview

Because we sell original, handmade, and often one-of-a-kind artwork, our return policy is more limited than that of mass-market retailers. Please read the following carefully and reach out with any questions before purchasing.

4.12 Eligible Returns

Original (non-commissioned) artworks and open-edition prints may be returned within fourteen (14) days of delivery, provided that:

•      The buyer notifies us by email within 14 days of delivery with the order number and reason for return.

•      The item is returned in its original, unaltered condition and packaging.

•      The item shows no signs of damage, wear, framing, marking, or alteration.

•      The buyer provides tracking and insurance for the return shipment.

Approved returns will be refunded to the original payment method, minus the original shipping cost, return shipping cost, and any non-recoverable payment-processor fees, within 7–14 business days of receipt and inspection of the returned item.

4.13 Non-Returnable Items

The following items are final sale and may not be returned or refunded except where required by law:

•      Commissioned and custom artwork.

•      Limited-edition prints once opened or unsealed.

•      Digital downloads and digital products.

•      Sale, clearance, or promotional items marked “final sale.”

•      Workshop fees, class fees, and service-based bookings after the cancellation window.

•      Gift cards.

4.14 Damaged or Lost Shipments

If your order arrives damaged or fails to arrive, please contact us within seven (7) days of delivery (or the expected delivery date for lost shipments) at [INSERT EMAIL] with the following:

•      Order number and buyer name.

•      Clear photographs of the damaged item AND all packaging (interior and exterior).

•      A brief description of the damage or issue.

We will work with you and the carrier to file an insurance claim where applicable. Depending on the situation and the outcome of the claim, we may, at our discretion, offer a replacement (where the piece is reproducible), a partial refund, or a full refund. Claims submitted after seven (7) days may not be eligible.

4.15 Order Cancellations

Orders may be cancelled within 24 hours of placement for a full refund, provided the order has not yet been shipped. Once the order has been processed or dispatched, cancellation is no longer possible and the standard return policy applies. Commissioned artwork cancellations are governed by the separate commission agreement; deposits on commissions are non-refundable once work has begun.

4.16 Exchanges

Due to the unique, one-of-a-kind nature of original artwork, exchanges are not offered. If you wish to acquire a different piece, please initiate a return (where eligible) and place a new order.

4.17 Refund Processing

Approved refunds are issued to the original method of payment. Please allow 5–10 business days after refund issuance for the credit to appear on your statement, depending on your bank or card issuer.

4.18 Refusal of Returns

We reserve the right to refuse a return or refund if the item shows signs of damage, alteration, or use, or if the return is initiated outside the eligible return window or without prior notification.

4.19 Contact for Shipping and Returns

For shipping inquiries, return requests, or damage claims, please contact:

Illumine Canvas — Customer Care

Address: Rochester Hills, Michigan, USA

Website: www.illuminecanvas.com

ACKNOWLEDGMENT

By accessing, browsing, or purchasing from www.illuminecanvas.com, you acknowledge that you have read, understood, and agreed to be bound by the Terms and Conditions, Privacy Policy, Disclaimer, and Shipping and Refund Policy outlined in this document.