Free Shipping On All Orders
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Where we ship, how long it takes, what happens if something goes wrong, and what’s on us versus on the carrier. This Shipping Policy is part of our Terms of Service and should be read alongside our Refund Policy.
We ship within the United States only, including all 50 states and most US territories where our carriers deliver. We do not currently ship internationally.
We ship to street addresses, PO Boxes (where the carrier permits the selected service), and APO/FPO/DPO military addresses (transit times for military addresses are set by the military mail system and are not guaranteed by us).
If your shipping address is in a remote area, on a tribal reservation, or otherwise served by a carrier on an irregular schedule, transit may take longer than the estimates below. We don’t add a surcharge for these areas — but we also can’t speed up the carrier.
Standard shipping is free on every Order. We choose the carrier and service level — typically USPS, UPS, or FedEx ground — based on package size, destination, and current carrier performance. You do not select the carrier at checkout.
Expedited shipping is available on request after your Proof has been Approved (express or by lapse, per our Terms of Service). Upgrade pricing starts at $15 and varies by destination, package size, and service level. Email us at [email protected] with your Order number and we’ll send a quote. Upgrades cannot be applied retroactively once a package has shipped.
“Free shipping” covers standard carrier service only. It does not include shipping insurance beyond the carrier’s standard coverage, special handling, signature on delivery, hold-at-location, address-correction fees, or any other carrier add-on. Those services may be available at additional cost — please ask before your Order ships.
A typical Order moves through three phases:
1 — Proof. We send a digital Proof for your review (typically within 1–2 business days of receiving usable Source Material and cleared payment).
2 — Production. Once the Proof is Approved (expressly or by lapse), we print, finish, and pack your painting (typically within 3 business days).
3 — Transit. The carrier collects and delivers (typically 3–6 business days within the contiguous US; longer to Alaska, Hawaii, and US territories).
Every timing reference on the Site, in checkout, in confirmation emails, in marketing, or in this Shipping Policy is an estimate only — not a promise or a contractual deadline. Actual timing depends on Source Material quality, subject complexity, our current production queue and seasonal volume, revision rounds, holidays, payment method (Orders paid by e-check, ACH, or bank transfer do not begin production until funds clear — see Terms of Service Section 7.1), carrier handling, weather, and other factors. The full list of factors is in our Terms of Service, Section 8.
If on-time delivery for a specific date is important, please order well in advance and email us before ordering to confirm current lead times for your destination. We’re not liable for delays, missed occasions (birthdays, anniversaries, holidays, weddings, memorials, or any other), or any incidental or consequential damages from late delivery.
When your Order ships, we email a tracking number to the address on the Order. Tracking can take up to 24 hours to begin showing carrier scans — that’s a normal carrier-side delay, not a sign anything is wrong.
Please monitor your tracking. Most issues — a missed delivery attempt, a hold at a local depot, an address-correction request from the carrier — can only be resolved by you with the carrier directly, and many of those windows are short (typically 5 business days before the package is returned to sender). We aren’t notified of these holds in real time.
You are responsible for providing a complete, correct, and currently deliverable shipping address at checkout, and for confirming that someone can receive packages there. This includes:
We pull your address verbatim from your Order and pass it to the carrier. We do not independently verify it. Once your Order has been handed to the carrier, we generally cannot change the address, recall the package, or redirect it — and where the carrier offers an address-change service, it is at your cost and not guaranteed.
If your Order is returned to us because the address you provided was wrong, incomplete, or undeliverable, see Section 10 below.
Title to your Order and the risk of loss or damage pass to you when your Order is handed to the carrier. From that moment, the carrier — not Pixel & Canvas — is responsible for safe and timely delivery. We will, of course, work with you on the remedies in Sections 7 and 8 below where carrier insurance or our own coverage allows; but we are not the insurer of in-transit packages.
A package is “lost” only when the carrier has formally confirmed it as lost — for example, a USPS lost-mail search has been closed with that finding, or UPS/FedEx tracking shows a “package lost” status. A package that is merely delayed, sitting at a sort facility, or scanning slowly is not lost; please see Section 11.
If tracking confirms the carrier has lost your package, email us at [email protected] with your Order number and a screenshot of the tracking page. At our option, we will:
Claims for lost packages must be submitted within 30 days of the carrier’s last tracking scan. Claims submitted after that window may be declined.
If your Order arrives damaged, contact us within 72 hours of delivery (as recorded by the carrier) at [email protected]. Include:
Please keep all packaging and the damaged item until your claim is resolved — we and the carrier may need them. Discarded packaging usually voids a damage claim.
Once we receive a complete claim, at our option we will reprint and reship the damaged item at no additional cost, or refund the amount you paid for the damaged item. Claims submitted after the 72-hour window, or with missing/insufficient documentation, may be declined.
If carrier tracking shows your Order as delivered but you cannot find it, please:
Once a carrier has marked an Order as delivered, the package is in your possession for purposes of these terms and the risk of loss has passed to you. Theft from a porch, mailbox, or building lobby after delivery, and packages mis-delivered to a neighbor that we cannot recover, are not the responsibility of Pixel & Canvas. We may, at our sole discretion and as a courtesy, offer a discount on a reprint — but we are under no obligation to reprint, refund, or replace a package marked delivered.
If you have reason to believe the carrier scanned the package as delivered without actually delivering it (e.g., the GPS coordinates point to a different address), contact us with the carrier’s investigation reference and we will evaluate the situation.
If your Order is returned to us as undeliverable, refused at delivery, or unclaimed at a carrier hold location, we will hold the package and email you. From that point:
This applies whether the return was due to an incorrect address, an incomplete address (missing unit/apartment number), refusal at delivery, an unattended signature-required package, or a package left unclaimed at a carrier facility past the carrier’s hold window.
Once an Order is with the carrier, we have no control over how the carrier moves it. Delays caused by:
are not our responsibility, and timing estimates do not apply. Tracking pages will usually show notices when one of these events is affecting deliveries — please check tracking before contacting us about a delay. We’re not liable for any consequential damages — missed occasions or otherwise — that result.
Shipping questions, claims, address corrections (before dispatch only), and tracking concerns:
Pixel & Canvas (MM ECO LLC)
Email: [email protected]
Replies within 1–2 business days, Monday–Friday. Please include your Order number in every email — it speeds everything up.
Tracking acting strange, address typo to fix before dispatch, or just want to confirm a lead time before you order — drop us a line.