Returns & Reprints
At Princeton Canvas, every piece is custom-made just for you from your own photos. Because of that, our policies are a bit different from stores that sell mass-produced items. This page explains how we handle returns, reprints, damage, and lost packages in clear, simple terms.
Short version:
Custom orders are final sale, but if something arrives damaged, defective, or printed in error, we will make it right with a reprint.
1. Custom Products Are Final Sale
All of our canvas prints are made to order using the images you upload.
For that reason, all sales are final and we generally do not offer refunds once an order has been produced and shipped.
We will gladly provide a free reprint if:
The product arrives damaged in transit,
There is a manufacturing defect, or
The item was printed incorrectly due to our error (wrong image, size, or orientation compared to your order confirmation).
2. What Counts as a Defect (and What Doesn’t)
We consider the following issues as eligible for a reprint:
Visible damage on arrival (tears, dents, punctures, cracked frame, deep scratches).
Major print flaws (large streaks, banding, smears clearly not present in your file).
Wrong product compared to your order (wrong size, wrong orientation, wrong image).
We do not consider the following as defects:
Normal material variations
Slight differences in canvas texture
Minor variations in wood frame grain
Small, normal differences in color warmth due to ink and material properties
Screen vs. print color differences
Colors may look slightly different on your canvas than on your phone, tablet, or monitor due to device brightness and calibration. This is normal in all printing and does not qualify as a defect.
Image quality issues from your original file
Images that are pixelated, blurry, dark, low-resolution, or heavily compressed.
Underexposed or overexposed photos.
Strong filters or edits applied before upload.
Cropping and wrap-edge issues when they match your file
Canvas prints require a bleed area that wraps around the frame.
Parts of the image near the edge may appear on the sides (gallery wrap).
If important elements (faces, text, etc.) were placed too close to the edge in your file, that is considered a layout choice, not a defect.
Spelling and content inside your own image
If your uploaded file contains text (names, dates, quotes, etc.), any spelling or content errors inside the image are your responsibility.
3. Reporting Damage or Defects (7-Day Window)
If your canvas arrives damaged or defective, please contact us within 7 days of delivery so we can help quickly.
What we need from you
Email us at support@princetoncanvas.com with:
Your order number
A short description of the issue
Clear photos showing:
The front of the canvas
A close-up of the issue
The outer packaging (box)
Any visible damage to the packaging
We use these photos to:
Confirm the problem
Improve our packaging and production
File a claim with the carrier if needed
Once we review your photos, we’ll let you know the next steps. If the issue is confirmed, we will reprint and ship a replacement at no additional cost.
4. Lost or Missing Packages
We know how frustrating it is when tracking doesn’t match reality.
If tracking shows “Delivered” but you don’t have it:
Please first:
Check with family members, neighbors, building management, or front desk.
Look around doors, porches, side entrances, mailrooms, or package lockers.
Contact your local post office or carrier office with your tracking number.
If you still can’t locate the package, email us at support@princetoncanvas.com with:
Your order number
Your shipping address
The tracking number
A brief description of what happened
We may ask the carrier to open an investigation. If the package is confirmed lost or a reasonable investigation period has passed, we will reprint and reship your order.
If tracking shows “Delivered,” replacements are handled on a case-by-case basis at our discretion, especially in areas with a high rate of package theft.
5. Shipping Delays
Once your order leaves our facility, it is in the hands of the carrier (USPS, UPS, FedEx, etc.).
Weather, holidays, staffing, and routing can all cause delays.
We cannot guarantee exact delivery dates.
We are not responsible for indirect costs or damages caused by shipping delays.
If your package is significantly delayed, reach out and we’ll help you check the status with the carrier.
6. Order Cancellations & Changes
We start production very quickly to keep turnaround times short.
If you need to cancel or change an order, contact us at
support@princetoncanvas.com as soon as possible.
If production has not yet started, we will do our best to cancel or modify your order.
Once your canvas has entered production, cancellation or changes may no longer be possible.
7. Reprints vs. Refunds
Because every item is made to order and produced from your unique image:
Our standard remedy for eligible issues is a free reprint, not a refund.
Refunds are generally only provided if we are unable to fulfill your order or where required by law.
We want you to love your canvas, and we will work with you in good faith to resolve any problems that clearly fall within our control.
8. How to Contact Us
If you have any questions about returns, damage, lost packages, or reprints, please contact us:
Email: support@princetoncanvas.com
Website: https://princetoncanvas.com
We’re here to help and to make sure your favorite memories look great on canvas.