Refund policy
Thank you for shopping with CarryCanvas.
Many of our products are made or personalized specifically for each customer. For this reason, all sales are final and we do not accept returns or exchanges for change of mind, incorrect product selection, incorrect color selection, personalization errors submitted by the customer, or other customer-related reasons.
Damaged, Defective or Incorrect Products
If your product arrives damaged, defective or different from the product you ordered, you must contact us within two calendar days of the delivery date.
Send your request to:
Your email must include:
- Your full name.
- Your order number.
- A description of the problem.
- Clear photographs showing the entire product.
- Close-up photographs showing the damage or defect.
- Photographs of the packaging and shipping label, when available.
Requests submitted more than two calendar days after the recorded delivery date may not be eligible for a refund, except where otherwise required by applicable law.
Please keep the product and its original packaging until your request has been reviewed. We may request additional photographs or information before approving the claim.
If the claim is approved, CarryCanvas may provide:
- A full or partial refund to the original payment method; or
- A replacement product, with the customer’s consent.
Customers are not required to return a damaged or defective product unless CarryCanvas provides specific return instructions. Do not send products back without prior written authorization.
Personalization Errors
Customers are responsible for reviewing all names, initials, text, colors, images and other personalization details before submitting an order.
We cannot issue refunds when the product was manufactured according to the personalization information submitted by the customer, including spelling, capitalization or formatting errors.
If CarryCanvas or its production partner makes an error that does not match the personalization information submitted with the order, contact us within two calendar days of delivery and provide photographic evidence.
Order Changes and Cancellations
Orders may enter production shortly after they are submitted. Changes and cancellations are not guaranteed.
Contact us immediately at carrycanvasofficial@gmail.com if you need to request a change or cancellation. Once production has started, the order cannot normally be changed or cancelled.
Lost or Undelivered Orders
If tracking shows that the package has not been delivered within the expected delivery period, contact us so that we can investigate with the carrier.
If an order cannot be delivered because the customer provided an incomplete or incorrect address, the customer may be responsible for additional production or shipping costs.
If a shipment is confirmed as lost, we will offer an appropriate resolution, which may include a replacement or refund.
Refund Processing
Approved refunds are issued to the original payment method. Processing times depend on the customer’s bank, card issuer or payment provider. Original shipping charges may be non-refundable unless the entire order arrived damaged, defective, incorrect or was not delivered.
Nothing in this policy limits any consumer right that cannot legally be excluded or waived.