FAQs

Contact Customer Service
Order Tracking
Returns and Exchanges


CONTACT CUSTOMER SERVICE
  • How can I contact Customer Service? Visit our Contact page or send us an email to support@expressprintz.com. Our customer service representative will respond to you soon.

ORDER TRACKING
  • When will I receive a shipping tracking number? Tracking details will be e-mailed to you once your order has shipped. Most orders are shipped within 1-3 business days.
  • What should I do if the tracking website states my package was delivered, but I never received it? We always recommend checking around your property or with neighbors to ensure your package was not misplaced. If after checking in you were unable to recover your packages, please contact us at support@expressprintz.com
  • Will my order ship in one big box or in multiple pieces? Your order is shipped as each piece is completed, so it is possible that each item will ship separately. If you have multiple items on the order, they may ship in different boxes on different days. We will definitely let you know if there are multiple tracking numbers with your order.
  • Can I modify the shipping address after the order has been sent? After the order has left our facility we will not be able to change the destination address. However if you contact us prior to receiving your shipment notification we will certainly be glad to assist you.


RETURNS AND EXCHANGES
  • What is your cancellation policy? You can request to cancel your order at any time before your order was printed, typically within 1-2 days from the order date
  • How do I go about returning an item? E-mail us for a request for return along with the following items: Order number Reason for Return Photos of the Item and the Box Return or Exchange preferred (if exchange which item and size) You will be assisted as soon as we notified and the return label will be sent via email.
  • What is your return policy? Not satisfied with size or design? Express Printz will refund your purchase in any case you are unhappy. A refund will be given within 30 days of receiving (as indicated by the tracking number) to the original credit card used for purchase or in the form of store credit.** **A restocking fee of 25% per item is applied for all returned packages + return shipping cost. We do not accept returns if the item(s) without the original box or that the items damaged by the customer. Please note that shipping cost is non-refundable, except in cases where we have made a shipping error.
  • How can I get a refund if I don’t like my canvas? Due to the custom nature of our products, all requests for refunds will be processed minus a 25% restocking fee and return shipping fee. Each piece is custom printed as soon as your order is placed and we cannot re-sell or re-stock any items that are returned. No exchanges or refunds will be accepted after 30 days from the ship date.
  • What should I do if I want to return my canvas because the color doesn’t look like what’s on the website? Please note that due to differences in monitors, the colors you see on your computer may be slightly different on the print you receive. We print colors true to the artist’s specifications and cannot alter the original artwork. We can exchange to a different design or refer to our refund policy.
  • What if I don’t love my custom canvas? Your custom order is created specifically just for you, you can see it on the website before purchasing. Custom orders are non-refundable.
  • When will I be refunded for my return? Your refund will be processed once your return has been received in good condition.
  • What should I do if the artwork I received is damaged or not in perfect condition? For isolated cases which are often the consequences of a shipping mishandling, where artworks arrived with damages such as looseness, indentations, and creases, feel free to reach out to us by emailing support@expressprintz.com along with the photos of the damaged artwork and the box. We will be glad to ship you a replacement right away at no additional cost.
  • What should I do if I ordered the right size and image but what arrived was wrong? If you receive the wrong image or incorrect size, please let us know by emailing us at support@expressprintz.com, with pictures of the artwork you received AND the box. We will process a replacement order as soon as we are notified.