Guarantee, Returns & Canceling
Last updated 2026-11-03
If something is wrong with your order
If your piece arrives damaged, defective, misprinted, or not what you ordered, we replace it free of charge, with free shipping and nothing to send back. That covers a dented or cracked frame, a torn or creased canvas, a scuffed surface, banding or other print defects, the wrong piece, the wrong size or finish, and packages lost in transit.
How to claim: within 7 days of delivery, use the claim form with your order number and two photos: one of the problem and one of the box with its shipping label (a print defect needs only the first). Please keep the box and all the packaging until your claim is settled; we may ask to see it. Where there is no delivery scan, the 7 days run from the date the package would normally have arrived.
Every claim is checked against the order record and the shipping label, and we reply within two business days (often sooner); once it is confirmed, the replacement is filed with our printer and a new tracking number follows when it ships.
We may ask for more photos, a short video, or to collect the damaged piece. A claim that cannot be verified is declined. One replacement per item; photos must be of the item you received, unedited.
If a replacement is not possible, we refund that item in full, including its shipping.
Canceling an order
Every order goes to our printer within minutes, and printing often starts soon after, so we can’t promise that an order can be canceled. If you change your mind, use the “Need to change something?” link in your confirmation email straight away: it asks the printer to stop the order, and only if the printer confirms is your payment refunded in full, automatically. Once printing starts, an order can’t be canceled; the page tells you so and nothing is charged or changed.
If you change your mind after it is printed
Every piece is made for you after you order. There is no stock, and nothing is printed until you choose it. That is why we cannot accept a change-of-mind return or an exchange once your piece is printed: a print made to one person’s choice of size, frame and image cannot be restocked or sold to anyone else.
Please keep what arrives, and please don’t send anything back: we have no returns address, and the sender address on the shipping label is the print lab’s, which does not accept returns, so a package sent there does not reach us and cannot be refunded. If anything about your piece is wrong, the first section of this page applies and the replacement is free, with nothing to send back.
Decide before you order, with the tools built for it. Every product page shows the piece at true size on a wall beside a sofa and a 5 ft 6 in person, and gives the exact hanging size. The size guide has a calculator that checks a size against your wall. They exist so this section stays unused.
Lost or delayed packages
If tracking shows no movement for 10 business days, tell us and we will look into it with the printer and the carrier, then reship or refund.
If tracking says delivered and the package is not there, check with anyone else at the address and the usual safe places, file a missing-package report with the carrier, and use the claim form within 7 days of the delivery scan. A person looks into it with you and takes it up with the carrier. Once the carrier confirms delivery to the address given at checkout, the package is in your care; we can replace it only if the carrier or the printer accepts the claim.
Addresses. Please check the address at checkout: it is checked automatically before printing, and if something looks off you get a link to fix it. If a package cannot be delivered or comes back because the address given was wrong or incomplete, we send it again, or a new print if the carrier does not return it, once you have paid the reshipping or reprint cost, which we quote by email. If the mistake was ours, we reship free.
Color
Screens vary and canvas does not glow. Small differences between your screen and the print are normal and are not a defect. Pieces printed from archive scans of old originals keep the original’s paper tone, spots, creases and other marks of age: they are part of the artwork, shown on the product page before you order, and are not a defect. A color that is plainly wrong (a strong cast, banding, an ink fault) is a defect, and the first section covers it.
If we are going to be late
We ship within the time on the product page, and in any case within 30 days of your order. If we cannot, we email you before that date with a revised date, and you can accept it or cancel for a full refund including shipping, with nothing to return. Refunds for a delay are issued within 7 working days of you asking. (FTC Mail Order Rule, 16 CFR Part 435.)
Your rights under US law
We ship within the United States. This policy sits alongside the rights you have by law and does not replace them; where the law of your state gives you more than this page does, the law applies.
Contact
Large Art Shop · · support@largeartshop.com