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Check out our Frequently Asked Questions below. If you still need help please contact us.
Order Processing
Processing & Production Time
Your order's time of arrival is Processing & Production Time plus Shipping Time.
- Please allow 1-2 business days to receive your proof for art approval.
- Please allow 5-7 business days from art approval for shipping. We will make every effort to accommodate your needs.
- Production time doesn't begin until final art approval. If you do not respond within 2 business days after the art proof is sent, your order will automatically go into production to avoid any delays.
How long does shipping take?
Once your order has shipped, you will receive a shipment confirmation email containing your tracking information. Tracking numbers typically become active within 24 hours of shipment.
Orders are not shipped or delivered on weekends or holidays. Delivery times provided by carriers are estimates and are not guaranteed. Please allow additional transit time during holidays, severe weather events, or other carrier-related delays.
How do I track my order?
Tracking numbers typically become active within 24 hours of shipment.
If you haven’t received your order within 5 business days of receiving your shipping confirmation email, please contact us at hello@offcanvasdesigns.com with your name and order number, and we will look into it for you.
Rush Orders
Due to the unique manufacturing process along with on-demand personalization and customization options, many of products require processing and production time as indicated on the product pages. Some of these processes can be expedited at the cost of “fast tracking” – putting your order ahead of others and increasing production bandwidth – and by upgrading to a faster ship method. Please note: Not all products and decoration methods can be rushed.
Note: Production time doesn't begin until final art approval. If you do not respond within 48 hours after the art proof is sent, your order will automatically go into production to avoid any delays. (Non Custom items)
The proof approval process is the most crucial step when purchasing awards and recognition items. Customer must carefully approve all layout, sizing and spelling. Once customer approves artwork liability shifts to customer who agrees not to hold Off Canvas Designs responsible for changes not requested prior to final approval. Off Canvas Designs makes its best effort at all times to get artwork correct for the customer and guarantees to create artwork exactly as customer approves. By placing an order with Off Canvas Designs for any product on this website, customer agrees to all terms and conditions.
Orders with an event date submitted and approved for production by the customer, which allow for fewer processing, production and/or transit days than required to meet the event date are subject to additional charges.
Shipping
Where do you ship?
Off Canvas Designs currently ships to addresses within the United States and U.S. Territories. At this time, we do not offer international shipping.
Please ensure your shipping address is accurate at the time of purchase. Off Canvas Designs is not responsible for delays or additional shipping charges resulting from incorrect or incomplete address information.
How long does shipping take?
Due to unexpectedly high demand, Off Canvas Designs may occasionally experience back orders for certain products. In those instances, you will be advised of the back order and expected ship date. You will not incur additional shipping charges for items from the same order that are shipped separately to the same address.
Changes & Corrections
Prior to production, corrections will be made at no charge. Order quantities may be reduced at any time before production of the order. If corrections or charges are requested after production, such pieces will be re-produced at the discounted per-piece rate of the order. Other change requests may result in a new and separate order from your original order and is subject to all terms & conditions including but not limited to Processing Time and Back Orders. All changes and correction requests must be made with an authorized Off Canvas Designs representative and acknowledged by us before the change or correction is made effective.
I never received my order.
Please be sure the address is correct at checkout, we do not adjust any address, and are not responsible for lost packages due to incorrect addresses. Shipping fees will not be reimbursed for items returned to us due to an inaccurate address.
In the case of a lost or stolen package, please contact and file a claim with the shipping carrier. Off Canvas Designs is not responsible for any lost or stolen mail.
We do not issue a refund on deliveries that have failed or refused by customers.
Returns
How do I return an item?
We are committed to delivering high-quality products and exceptional service. If we make an error with your order, please contact us within 48 hours of delivery so we can review and address the issue.
Because each item is custom-made to your specifications, we are unable to accept returns, exchanges, or cancellations once production has begun. Refunds and store credit are not available for personalized or custom products. We encourage you to carefully review all names, dates, spelling, artwork, and order details prior to checkout, as orders are produced exactly as submitted.
How long does it take to process my return?
We have a 3-day return policy for non-customized items, which means you have 3 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, in its original packaging.
You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@offcanvasdesigns.com
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.
Can I cancel my order?
Engraved, Imprinted and Customized products are not returnable or refundable.
Non-engraved and non-custom imprinted product in new and resalable condition may be returned for a full refund, less a restocking fee of up to 20% and all return shipping costs.
All cancellation requests must be with an authorized representative of Off Canvas Designs or in writing by email to hello@offcanvasdesigns.com
Canceled orders are subject to all costs incurred up to the time of acknowledgement of cancellation.
My items arrived damaged.
Claims for breakage must be made with the carrier within 3 days upon receipt of shipment. In the event of breakage, be sure to save all cartons and packaging for inspection and send pictures to hello@offcanvasdesigns.com
Art & Logo Requirements
Art Work Requirements
To create exceptional items, we ask you to send us the best quality image files you have. This means that all images or logos should be sent in a clean black & white vector format.
Our preferred format is always an .eps, .png or .ai file. We offer the option of converting raster images to vector artwork, when providing the vector format is not a possibility. An up charge will be applied to your total invoice for the conversion.
Preferred Files
Preferred: A vector format saved from either Adobe Illustrator or Corel Draw.
- Acceptable file formats include .ai, .png, or .eps
- Please convert all fonts to curves or outlines (or supply all necessary fonts).
- There should be no linked or embedded objects in your file.
- For engraving and 1 color imprint methods: all graphics should be in black and white.
Accepted: non-vector/raster format files such as .jpg or .png
- A one time logo conversion fee will be applied to your order.
- Up to 48hrs of additional art proofing time.
- For engraving and many imprint methods: Gradients, Shading, and Shadows will be removed and be rendered in black and white.
Off Canvas Designs Art Department assumes no responsibility for logos submitted that do not meet our logo art specifications. We will make every effort to work with the file submitted, but please note that there will be an automatic Logo Conversion Fee charge if the logo provided needs to be converted from raster to vector format.
Files may be e-mailed to hello@offcanvasdesigns.com and please reference with your order number.
Text Requirements
Please be sure that your instructions clearly indicate how you wish your personalization to appear. We will replicate the exact letters and spaces that you submit.
- Send your text and personalization as an attachment on a word document, or if you have a list of names, please include them on a spreadsheet on an excel document.
- All personalization should be sent as text, never outlines or a picture of them so that we can copy and paste with ease, minimizing the risk of misspellings.
- We will re-typeset all text that is sent as outlines, for you to proof read and approve.
Awards & Trophies
What types of awards do you offer?
We offer a variety of recognition products, including acrylic awards, plaques, trophies, employee recognition pieces, donor recognition items, and custom awards.
Can you match our organization's branding?
Absolutely. We can incorporate your logo, colors, and brand elements into the design when appropriate.
Is there a minimum order quantity?
No minimums are required for most awards and recognition items. Bulk pricing may be available for larger orders.
Other
Can you help with corporate gifting?
Absolutely! We specialize in corporate gifting solutions designed to leave a lasting impression on clients, employees, and partners. From product selection and customization to packaging and direct shipping, we can manage the entire process for you. Contact us today to discuss your needs and let us help create a memorable gifting experience.
Payment Methods
Credit Card- Off Canvas Desigins accepts VISA, MasterCard, American Express, Discover and PayPal.
Check Payments- Checks may be accepted from companies with approved credit. Products are shipped when funds clear our bank. In the event your order is time-sensitive we strongly recommend paying by credit card, or ACH.
Note: All orders are charged in U.S. Dollars unless otherwise indicated.
Tax Exempt?
Kindly provide us with your tax-exempt certificate by email it to hello@offcanvasdesigns.com. Once we receive and verify the certificate, we will promptly remove any applicable tax charges from your purchase and, if necessary, initiate a refund for any tax paid in error.