Effective Date: 11/19, 2025
At Canvas USA®, we stand behind our products and want you to be confident in your purchase. If something isn’t right, we’ll work with you to make it right—within the guidelines below.
1) Return Eligibility
Returns are accepted for eligible, non-custom, non-special-order items within 30 days of delivery, provided the return is approved and authorized in advance.
Returns and return requests must be submitted by the original purchaser. Canvas USA® may request proof of purchase and verification of the original purchaser before issuing a Return Authorization (RA) or processing a refund.
2) Items Not Eligible for Return or Refund
The following items cannot be returned or refunded unless they arrive defective or incorrect:
- Custom-made or made-to-order products
- Cut-to-length materials
- Special-order items (special-order means items that require special hardware or special materials that are not part of our standard stocked components or standard production materials, including any non-standard or customer-specified hardware, fabric, webbing, binding, fasteners, finishes, or other materials explicitly sourced to fulfill your order)
- Clearance or final sale items (if labeled as such)
- Items showing signs of use, installation, modification, or damage caused after delivery
Because many Canvas USA® products are built to order, once your order is placed, it may enter production immediately. Materials may be pulled and assigned to your job, and production may begin in any Canvas USA® manufacturing location, depending on capacity and scheduling. Our production teams may work day shift, nights, and weekends, and orders may move between departments quickly.
For this reason, custom-made, made-to-order, cut-to-length, and special-order items are not eligible for cancellation, return, or refund once production has started or materials have been pulled for your order. Once an order is released to production or materials are pulled, it cannot be stopped or reversed.
3) Return Request Required (Return Authorization)
All returns require an approved Return Authorization (RA) before shipping. Customers must submit a return request and receive approval before returning any merchandise. Returns sent without authorization may be refused and returned to the sender.
To request an RA, contact:
Email: shipping@canvasusa.com
Phone: 361-729-0642
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (Central Time)
Phone: 361-729-0642
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (Central Time)
4) Return Shipping & Freight Charges
For online orders, the customer is responsible for all return shipping and freight charges unless the return is due to Canvas USA® error (wrong item shipped, verified defect, or verified shipping damage). Original shipping charges are non-refundable, except where required by law or when the return is due to our error.
We strongly recommend using a trackable shipping method. Canvas USA® is not responsible for returns lost or damaged in transit.
5) Return Packaging, Labeling, and Required Return Code
All approved returns must follow Canvas USA® shipping and packaging requirements. Once your return request is approved, you will be provided a Return Authorization (RA) Code and specific instructions on how to mark the outside of the shipping container.
The RA Code must be clearly visible on the outside of the box or shipping envelope. Returns shipped without the required RA Code or in a manner that does not follow our return shipping instructions will not be accepted and may be returned to the sender at the customer’s expense.
6) Return Condition Requirements (Sharpened)
For orders that qualify for return, items must be returned with the original receipt or proof of purchase and must be in new, unused condition, in the original packaging with all parts included. Items showing any sign of use, installation, wear, dirt, odor, stains, missing components, or damage will not be accepted for return and may be returned to the sender at the customer’s expense.
7) Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, notify us within 5 business days of delivery and include your order number and photos of the item and packaging. After review, we may provide a replacement, refund, or store credit depending on the situation and available inventory.
Items returned as defective that are found to be damaged due to misuse, installation, alteration, or failure to follow instructions may be rejected and returned to the sender.
8) Refund Method and Processing Time
Approved refunds will be issued only to the original purchaser and only to the original payment method used at checkout. We do not issue refunds to alternate payment methods, third parties, or different accounts.
Once the return is received and inspected, approved refunds are processed within 5–10 business days. Shipping charges are non-refundable unless the return is due to our error.
9) Restocking Fees
A restocking fee may apply for returns that are opened, missing packaging/components, or require repackaging or inspection beyond normal handling. Restocking fees typically range from 10% to 25%, depending on product and condition.
10) Order Cancellations
If you need to cancel an order, contact us immediately. Orders that have already been processed, released to production, cut, assembled, or shipped may not be eligible for cancellation. Custom-made, made-to-order, cut-to-length, and special-order items cannot be canceled once production begins or materials are pulled.
11) Refused Deliveries / Undeliverable Shipments
If a package is refused or returned as undeliverable, the customer is responsible for the original shipping charges. Return shipping charges and any applicable restocking fee may be deducted from the refund.
12) Chargeback Prevention / Payment Disputes
If you have an issue with your order, please contact Canvas USA® before filing a chargeback with your bank or credit card company. We will make every reasonable effort to resolve the issue through our customer service, returns process, and shipping procedures. Customers should also review our Shipping Policy before placing an order, including shipping methods, delivery timelines, freight responsibilities, carrier handling, and packaging/labeling requirements.
Filing a chargeback without first contacting us may delay resolution. It may require the customer to follow our return process, provide documentation, and/or return the merchandise before any refund is considered.
Canvas USA® maintains detailed records for every order, including order confirmations, production status, shipment tracking, delivery confirmation, communications, and return authorization activity. These records may be provided to payment processors and financial institutions to dispute chargebacks that do not comply with our published policies or involve delivered, used, installed, modified, or improperly returned items, or refund requests not made by the original purchaser.
Contact
Canvas USA®
Email: shipping@canvasusa.com
Phone: 361-729-0642
Hours: Monday–Friday, 9:00 AM–5:00 PM (Central Time)
Email: shipping@canvasusa.com
Phone: 361-729-0642
Hours: Monday–Friday, 9:00 AM–5:00 PM (Central Time)
Canvas USA® — Proven quality since 1981.