When will I get my order?
To fulfill an order, it usually takes 5–15 business days for custom portrait merch. After the order is fulfilled, it is shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 3-5 business days
Due to COVID-19, our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. It's difficult to predict the shipping times.
What are the photo requirements for custom portrait orders?
We request high quality JPEG or PNG photo files. The full face and hair should be included in the picture without any cropping. Best artwork quality is not guaranteed if you attach low quality pictures like screenshots. All custom portrait orders will be one person with only their face and neck included in the artwork.
What are the requirements for monogram?
Monogram options are available for select merchandise. Monogram may be placed above and/or below your custom portrait, with a maximum of 15 characters for each placement. Monogram color will be the same as your portrait outline. We will not process any monogram orders with vulgar language.
How should I wash and care for my custom portrait garments?
- Turn the garment inside out before washing.
- Hand wash using cool water.
- Use a mild laundry detergent.
- Hang garment to dry.
- Turn garment inside out and iron with a low temperature setting.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@shopourcanvasatl.com.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
1. Check your shipping confirmation email for any mistakes in the delivery address
2. Ask your local post office if they have your package
3. Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@shopourcanvasatl.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order for an additional cost.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@shopourcanvasatl.com within a week’s time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
What is your refund policy?
All sales are final.
We accept returns or exchanges for product damaged in transit or if the incorrect item was shipped.
To be eligible for a refund or exchange, you must first email us at info@shopourcanvasatl.com within a week’s time with photos of the damaged product, your order number, and any other details you may have about your order. Upon receipt of your email, we will respond promptly to ensure that a replacement is sent out. If a replacement item is not available, we will refund the full purchase price.
Your satisfaction is our number one priority.
You can always contact us for any return question at info@shopourcanvasatl.com.