Shipping and returns

Shipping

Shipping is free to all 50 United States and Puerto Rico. That applies at every size and every finish, with no minimum order, and the 36" × 54" carries no surcharge even though it is the most awkward piece to send. We do not ship outside the United States at present.

Orders leave us five to ten business days after they are placed. Nothing here is pulled off a shelf: each canvas is printed for the order and then stretched, framed or rolled, and the framed pieces sit at the longer end of that range. Carrier transit comes on top of it.

Rolled canvases travel in a protective tube. Framed and gallery wrap pieces travel boxed and ready to hang. Whatever you order, both Mexican certifications come with it.

If it arrives damaged

Email a photo within 7 days of delivery and a replacement ships free. You do not send the damaged canvas back and you do not pay to return anything. Keep it or dispose of it, whichever you prefer.

Photograph the outer box as well as the canvas, especially if the box is what took the blow. That photograph is what a carrier claim turns on, and having it decides the matter in an email rather than a correspondence.

Send it to wfleonard@primosmaternos.com with your order number.

Returns

If the canvas is simply not what you wanted, you have 30 days from delivery. Send it back in its original condition and packaging and we refund the full price of the canvas. Return shipping is yours to arrange and to pay for, which is why it is worth deciding the size before you order rather than after.

One limit, and it is a practical one rather than a technicality: a rolled canvas that has already been stretched or framed cannot be returned, because it can no longer be sold to anyone else. If you are unsure between sizes, the size guide gives the viewing distance and hanging height for each one, which is usually what settles it.

Refunds go back to the card that paid, and your bank adds its own few days after we issue it. Start a return by emailing wfleonard@primosmaternos.com.

Cancelling or changing an order

Within 24 hours of placing an order you can cancel it for a full refund, or change the size or frame. After that the canvas is usually already in production. If it has not shipped it is still worth asking, and we will do what we can.

Ordering for December 12

The feast of Our Lady of Guadalupe is December 12 and the novena begins December 3. Working backwards from five to ten business days of dispatch, then carrier transit in the month carriers are at their worst:

• Order by mid-November for a rolled canvas, which still needs stretching or framing after it reaches you.
• Order by the third week of November for a framed or gallery wrap piece, which hangs straight from the box.

Parishes and schools ordering in quantity should allow longer still and talk to us first: parishes, schools, dioceses.

Questions

How much does shipping cost?

Nothing. Shipping is free to all 50 United States and Puerto Rico, at every size, framed or rolled. There is no minimum order and no surcharge on the large canvases.

How long until my canvas ships?

Five to ten business days. Each canvas is printed and then stretched, framed or rolled for that order rather than pulled from a shelf, and the framed pieces take the longer end of that range. Carrier transit is on top of it.

What is the return policy?

Thirty days from delivery. Send it back in its original condition and packaging and you get a full refund of what you paid for the canvas. Return shipping is the buyer's to arrange and pay for. A rolled canvas that has already been stretched or framed cannot go back, because it can no longer be resold.

What if my canvas arrives damaged?

Email a photo within 7 days of delivery and a replacement ships free. Do not send the damaged canvas back, and do not pay to return anything: keep it or dispose of it. Photograph the outer box as well as the canvas if the box took the damage, because that is what the carrier claim needs.

Can I cancel or change my order?

Within 24 hours of placing it, yes, for a full refund. After that the canvas is usually in production and cannot be pulled back. If the order has not yet shipped it is always worth emailing to ask.

When should I order for December 12?

By mid-November if the canvas needs framing after it arrives, and by the third week of November for a framed or gallery wrap piece that hangs straight from the box. Dispatch takes five to ten business days before carrier transit, and December is the carriers' worst month.

Do you ship outside the United States?

Not at present. Shipping covers the 50 states and Puerto Rico.