Frequently Asked Questions (FAQs)


WHERE ARE YOU LOCATED?

We are an e-commerce store that ships our products to Canada and The United States. We do not have a physical store.

WHERE DO YOU SHIP FROM?

Our products are manufactured and shipped from our partners in Hong Kong and China. We perform regular checks of our inventory to ensure our product quality is of the highest standard.

DO YOU SHIP TO MY COUNTRY?

We currently ship our packages to Canada and the United states. Shipping times are dependent on where you are located. We're constantly adding new countries to ship to, so please sign up for our newsletter to be notified and check our site reguarly. 

HOW MUCH DOES SHIPPING COST? HOW CAN I QUALIFY FOR FREE SHIPPING?

Standard Shipping is free for most of our product catalog. For products where shipping charges apply, these charges will be shown along with the item price. Shipping times are dependant on where you are located.

I FORGOT TO APPLY A DISCOUNT CODE, WHAT CAN I DO?

Please contact us at TalkToUs@theDecor.Store, we can issue a refund to you for the discount amount.

HOW LONG DOES ORDER PROCESSING TAKE?

Processing your order takes about 1-3 business days.

HOW LONG DOES SHIPPING TAKE?

Standard shipping: 15-25 business days

Shipping times are approximate and is dependent on your location and your postal office. Once the package reaches your country, your local postal office is responsible for delivering your package. If you have any issues with your shipment after your package reaches your country, please contact your local postal office for inquiries.

WHY ISN'T MY TRACKING UPDATING?

If your tracking is not showing information, please wait 2-4 days before trying to track your package again. If your package is showing information but it is not updating, your package is making it's way to your country and will be updated once it is picked up by your local postal office. If you have any issues with your tracking, please contact us at "TalkToUs@theDecor.Store".

CAN I CHANGE OR CANCEL MY ORDER?

If you would like to modify or cancel your order, please email us at TalkToUs@theDecor.Store immediately after you purchased your product. We will email you within 24 hours to confirm your changes and any further instructions. Once we have shipped your order, you cannot cancel or modify your order.

CAN I CHANGE MY ADDRESS?

If you would like to change your shipping address, please email us at TalkToUs@theDecor.Store immediately after you purchased your product. We will email you within 24 hours to confirm the change in your address. We cannot change your address once it is in transit. Please contact your local postal office to have your mail forwarded to you.

WHO PAYS FOR CUSTOM DUTIES/TAXES?

Custom taxes and duties are regulated by your government and postal office. As per our Shipment Policy, the customer is responsible for paying custom duties/taxes.

I ONLY RECEIVED ONE OF MANY PRODUCTS, WHERE ARE MY OTHER PRODUCTS?

We sometimes ship your order in separate packages to optimize delivery times and to meet weight restrictions. Please refer to your tracking codes to see when your other items are going to be delivered to you.

MY PRODUCT ARRIVED DAMAGED, WHAT DO I DO?

We are sorry that your product arrived damaged, accidents do rarely occur during shipment. Do not worry, please send us an email at TalkToUs@theDecor.Store. We will work with you to get this resolved immediately. Please send us pictures or videos of the damages with the email.

HOW DO YOUR CANVAS ART ARRIVE? WHAT DOES "UNSTRETCHED" AND "UNFRAMED" MEAN?

Our "unframed" canvas art arrives rolled up like a poster. Unstretched means your canvas is not stretched on a wooden board. Unframed means your canvas does not come in a picture frame. 

MY TRACKING SAYS MY PACKAGE IS DELIVERED BUT I DIDN'T RECEIVE IT. 

Our shipping labeling system is automated and will send your package to the exact address you've given us. Please wait 1-2 days to see if your package shows up. Check your mailbox, front office, family members, neighbors and front porch for your package. If your package is still not delivered please contact your local postal office as they might have made a mistake with your package.

I DIDN'T COLLECT MY PACKAGE FROM THE POST OFFICE AND IT'S BEING RETURNED TO YOU. 

If your package is being returned to us because you did not collect it from your postal office on time, please contact us at contactus@clockcanvas.com. We can reissue your order for a shipping fee. Alternatively, we can issue you a refund less the shipping fee we incurred.

HOW DO I RETURN MY PACKAGE?

If you're unsatisfied and would like to return your product, please contact us at TalkToUs@theDecor.Store and we will guide you through the return process to ensure a smooth and fast refund. We're here to make sure your satisfied with your experience with us. 

If you have any further questions or inquires, please contact us at TalkToUs@theDecor.Store.