At Oh Canvas, we aim to deliver all items in your order within one single package. If you open your parcel and find that an item is missing, please contact us immediately so we can resolve the issue for you right away.
To help us process your claim quickly, we strongly recommend taking photos or recording a video while you unbox your package.
1. Check Your Packaging Thoroughly
Before reaching out, please double-check the contents of your parcel:
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Nested Items: Small items (such as ornaments or unframed prints) may be tucked inside larger items or placed between cardboard inserts for protection.
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Packing Materials: Check inside any bubble wrap or protective paper to ensure small components haven’t been overlooked.
2. How to Report a Missing Item
If you have confirmed that an item is missing from your single package, please follow these steps:
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Prepare Your Evidence: We require clear documentation to investigate with our packing team. Please provide:
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A Video: An unboxing video showing the original sealed state of the package and the items found inside (highly recommended).
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Photos: If a video isn’t available, take photos of all items received and the original shipping label on the outside of the box/bag.
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Do Not Discard Packaging: Keep the original box and shipping label until the issue is resolved.
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Contact Us: Email [email protected] or use our Contact Us form. Include your Order ID and the evidence mentioned above.
3. Our Resolution Policy
Once our team verifies the missing item through your photos or video:
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Free Replacement: We will immediately send the missing item to production at no extra cost to you.
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Refund: If the item is no longer available, we will offer a refund for that specific item to your original payment method.
4. [IMPORTANT] Reporting Deadline
Per our policy, please report any missing items within 30 days of the delivery date. After this window, we may be unable to verify the claim with our fulfillment center or file a report with the carrier.