RETURNS & 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:
- 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? Elephant Stock 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 draft was submitted to you before you purchased, custom orders are strictly 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 firstname.lastname@example.org 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 email@example.com, with pictures of the artwork you received AND the box. We will process a replacement order as soon as we are notified.
SHIPPING & DELIVERY
Do I qualify for Free Shipping?
Free shipping is only eligible for orders shipped within the 48 Contiguous United States.
When will my order be delivered?Our items are made to order and hand crafted – most orders are delivered 5-7 business days from the date of purchase depending on your location.
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 is your typical turnaround time?
All of our prints are custom made once your order is placed. Our processing timeframe takes 1-3 business days. Once your product is ready, we will send you the tracking number by email and keep you posted on the package shipment progress.
For more information about shipping time see Shipping
Is expedited shipping available?If you need the order by a certain date, please contact our Customer Service team as soon as possible. We are usually able to accommodate special requests. Expedited orders do incur an extra charge, which will be quoted by a Customer Service representative.
Can I change the shipping address once the order has been placed?If the order hasn't shipped yet, we can still change the address for you. Changing order information will delay the shipment.
Do you ship internationally?ElephantStock ships internationally! Shipping prices may vary based on size and location. You will be able to see the applicable shipping charge reflected in your shopping cart, after you enter the shipping address at checkout. Taxes and duties do not apply.
Do you ship to P.O. Boxes?Most items can be delivered to P.O. Boxes, however, there are some size limitations and it will incur an extra charge so we prefer a physical address.
Do you ship to U.S. military bases?We are more than happy to ship items to military service members. Please know, that shipping fees are applicable towards orders shipped to overseas military bases.
Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned). To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses.
I received my tracking details, but it doesn’t show any movement, what should I do?If it has been more than two days since your order has shipped and movement is not reflected on the shipper’s website or it has been more than 48 hours since the last tracking update, please contact us at firstname.lastname@example.org for further assistance.
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 email@example.com.
Which does shipping carriers Elephant Stock use?
Order shipped within the United States are shipped through FedEx. We sometimes ship via USPS.
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.
PRODUCT DETAILS AND CARE
Can I hang my artwork outside?
Most of the canvas arts are made to be hung indoors. Though you can still hang your artwork outside only if it’s a shaded area as moisture, water exposure, and/or direct sunlight will ultimately damage the artwork over time.
Will the colors I see on my monitor be exactly how the image prints?The colors you see on your monitor may be close to what is printed, but due to differences in the color calibration of monitors, a perfect match cannot be guaranteed.
What sizes available for purchase?Size, shape, and orientation may vary by design. Please note that dimension mentioned are the total measurement of all panels combined including the spacing in between. We recommend to ensure your wall measurement to avoid the hassle of returning an item.
Do you have an inventory of prints?All of our artwork is made to order. We do not carry an inventory of products.
Can I purchase an unstretched/unframed canvas?Unframed/rolled prints are not available for purchase at this time.
Can I buy a digital copy of the image?We are unable to offer any digital copies for sale.
Do you include hanging hardware with your canvases?
Yes. Our artwork comes with a pre-installed sawtooth hanger and a hanging instructions.
Can I customize a stock image by adding text or changing the image?
We’d love to the design you want! Feel free to contact us by going to custom tab (hyperlink for custom tab) and we will be happy to help you!
How do I take care of my canvas? Do I need to clean it?
Typically your canvas will just need a light dusting every now and then. If you find that you need to spot clean the canvas, use a damp cloth that has only water on it. Do not use chemicals as it reacts with the ink and ruin the canvas.
Order Processing and Payment
Can I place an order by email?For security purposes, we do not take orders by email. If you are having trouble with placing an order on our website, please contact us at firstname.lastname@example.org and we can help with troubleshooting the issue.
Can I leave the product in the cart and come back later?Absolutely! Take your time and we'll make sure it stays in the cart. Just make sure that you are using the same browser and same PC/cellphone.
How can I pay for my purchase?
We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB / Diner's Club International), by debit card (VISA, Carte Bleue, Carte Bancaire) and by PayPal.
Is paying online secure?Protecting your private data is our number 1 priority. We provide high-level protection through SSL, short for Secure Sockets Layer. See our Privacy and Security section for more details.
How do I create an order?1. Select the image, size and layout you prefer and click “add to cart”.
2. Once you have added all of the prints you are interested in purchasing, select “Checkout”.
3. Review your shopping cart to ensure you selected the correct images and sizes.
4. If you have a coupon code, enter your code in the “Discount” field on the right side of the Customer Info page and select “Apply”.
5. Select the “Continue to Checkout”.
6. Add your shipping and billing addresses.
7. Enter preferred payment details and select “Place Your Order”, to complete your purchase.
8. Enter your credit card details in the Payment box or select the Paypal tab to checkout with Paypal.
9. Select “Place Your Order” to complete your order.
When will I be charged?All orders will be charged in full at point of purchase.
Will I be charged taxes?Current law requires us to collect sales or other applicable taxes, based on the order’s “shipped to” address. Elephant Stock follows the guidelines for each state as they pertain to your order. Sales Taxes will be displayed during the checkout process as an estimate and is labeled accordingly.
Security & Privacy
Is your website secure?
Protecting your private data is our highest priority. Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.