Frequently asked questions
FAQ
Orders
What types of payment do you accept?
We currently accept Visa, Mastercard and American Express credit and debit cards. We also accept payments via Paypal, Google Pay and Apple Pay. If you would like to pay another way, you are welcome to contact us.
Is it safe to order online?
Yes, all order and payment information is secure. We use renowned payment processors such as Stripe and Paypal. All transactions take place on a secure HTTPS server with SSL/TLS protocol to make sure your data is encrypted and fully protected during payment. In addition, for security reasons, Art Nature 88 does not store any credit card information.
You can shop with peace of mind and pay securely.
How can I know if my order has been accepted?
After submitting an order, you will receive a confirmation email containing your order details and an order number. Our emails can sometimes end up in the "Junk Mail" or "Spam" folders, so don't forget to take a look!
You are welcome to contact us with any questions you may have.
How can I modify my order?
If you wish to modify your order (e.g. change the item's dimensions or framing and customization options), contact us as soon as possible. Please include your order number as well as the desired changes along with your request.
Since our items are handmade on-demand, it is unfortunately not possible to modify an order once the production process has begun, which usually starts 12 to 24 hours after the order has been placed. Kindly note that we are unable to guarantee that order changes are possible, but we will do our best to make the desired changes.
How can I cancel my order?
If you wish to cancel your order, contact us as soon as possible. Please include your order number along with your request.
Since our items are handmade on-demand, it is unfortunately not possible to cancel an order once the production process has begun, which usually starts 12 to 24 hours after the order has been placed. Kindly note that we are unable to guarantee that order cancellations are possible, but we will do our best to satisfy your request.
How can I change the delivery address of my order?
If you wish to change your delivery address, contact us as soon as possible. Please include your order number as well as the new delivery address along with your request.
Kindly note that we are unable to change the delivery address of an order once it has been packed or dispatched.
Why was my order cancelled?
All orders placed are processed in the order they were received. It is possible that items were no longer available at the time your order was processed. We reserve the right to cancel any order due to inventory shortage or unforeseen production issues. In such a case, we will refund the order. You will be notified by email if your order has been cancelled.
You are welcome to contact us with any questions you may have.
How long does the production process take?
Since our products are hand painted on-demand, estimated production and drying time is 1 to 3 weeks. Please note that production time may vary from a project to another depending on item type, size and level of customization.
You are welcome to contact us with any questions you may have.
I'm missing an item from my order, what should I do?
We are very sorry for the inconvenience. If an item is missing from your order, rest assured that we’ll do our best to help you! Please inspect your order as soon as you receive it and contact us within 7 days of delivery if an item is missing, so that we can evaluate the issue and make it right.
Kindly include your order number as well as a photo of the received order and its packaging along with your request.
My package or an item arrived damaged, what should I do?
We are very sorry for the inconvenience. If your package arrived damaged, rest assured that we’ll do our best to help you! Please inspect your order as soon as you receive it and contact us within 7 days of delivery if an item is defective or damaged, so that we can evaluate the issue and make it right.
Kindly include your order number as well as a photo of the damaged item along with your request.
The item I received is incorrect, what should I do?
We are very sorry for the inconvenience. If the item you received is incorrect, rest assured that we’ll do our best to help you! Please inspect your order as soon as you receive it and contact us within 7 days of delivery if an item is incorrect (e.g. the item itself, the item's dimensions or item's framing option received is not what was ordered), so that we can evaluate the issue and make it right.
Kindly include your order number as well as a photo of the incorrect item along with your request.
Will sales tax be billed to me?
Yes, Art Nature 88 is required to collect sales tax on all sales unless you have a valid sales tax exemption certificate.
Except as otherwise noted, prices shown on our website do not include any federal or provincial taxes. Applicable Canadian sales tax will be calculated at checkout.
You are welcome to contact us with any questions you may have.
Shipping
Where do you ship to?
We currently ship our artwork to all Canadian provinces. Unfortunately, Art Nature 88 does not ship to international addresses at the moment.
Please note that if you choose to use a third-party parcel forwarding company, we will not be liable for any damage, defect, or loss that occurs.
Where do you ship from?
All orders ship from our warehouses located in Montreal and Brossard, Canada.
What are the shipping costs?
Shipping costs are calculated at checkout based on your location and the dimensional weight of your order. We currently offer free shipping on non-framed artwork without stretcher (rolled canvas).
Is shipping secure?
Yes, we use renowned and reliable shipping carriers like UPS, FedEx and Canada Post to ship orders.
We pack your order with the utmost care to ensure that you receive your artwork in perfect condition. All orders are shipped in a sturdy packaging with extra padding that protects against impacts and ensures the safe arrival of your artwork.
How long will it take to receive my order?
Orders are shipped as soon as production and drying process is completed. Delivery time usually takes 3 to 5 days, but it can take up to 7 days depending on your location, shipping carrier and delays related to seasonal demand and weather conditions.
You are welcome to contact us with any questions you may have.
Can I track the delivery of my order?
Yes, you will receive a confirmation email with a tracking number when your order ships. This way, you can easily track your package online. To check the status of your package, enter the tracking number on the carrier's website (UPS, FedEx, or Canada Post). Please allow 24 to 48 hours for the carrier to update the tracking information.
You are welcome to contact us with any questions you may have.
What should I do if my order hasn't been delivered yet?
We are very sorry for the inconvenience. It is possible that your shipment has been delayed due to seasonal demand, weather conditions or unforeseen carrier delays. You can use the tracking number we've provided you by email to track your package online.
You are welcome to contact us with any questions you may have.
Returns and refunds
Do you accept returns, exchanges and refunds?
Your satisfaction is important to us and we are dedicated to providing you with a pleasant experience. If you are not fully satisfied with your order, we welcome you to return your item for an exchange or a refund within 7 days of delivery.
Kindly note that certain items cannot be returned or refunded due to their "made-to-order" nature. This includes custom products such as special orders, personalized works and portraits. Please refer to our return policy.
You are welcome to contact us with any questions you may have.
How do I return my order?
To start a return, you can contact us within 7 days of receiving the order. After we have evaluated the issue, you will be notified of the approval or rejection of your request by email. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. Before submitting a return request, please refer to our return policy.
You are welcome to contact us with any questions you may have.
Contact customer service
How will refunds be issued?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.
Need further assistance?
If you cannot find the answer to your question or would like to get more information, please do not hesitate to reach out to our customer service team.