At Oh Canvas, we are proud to share that over 98% of our packages arrive exactly on schedule. However, because we ship worldwide and every item is custom-made, there are occasional instances where a delay is unavoidable.

Here are the most common reasons why your package might be delayed:

• Processing Time for Custom Orders: Every item in our store is made-to-order. Unlike mass-produced goods, your canvas is printed and framed specifically for you. During peak seasons (like Christmas or Mother’s Day), this careful process may take a few extra days.

• High Demand and Volume: During holidays or major promotions, both our fulfillment centers and shipping carriers (like USPS, FedEx, or DHL) handle an overwhelming volume of packages. This can sometimes create a bottleneck in the logistics network.

• Weather Conditions or Traffic: Heavy snow, storms, or even local holiday traffic can slow down transit times, especially during the winter months.

• Incorrect or Incomplete Address: If there is a small typo or a missing apartment number in your address, the courier may have trouble locating your home, leading to the package being held at a local facility or returned to us.

• Customs Clearance & Import Taxes: For international orders outside the US, packages must pass through customs. Occasionally, shipments are held for inspection or until local import duties/taxes are paid by the recipient. Please check your local customs regulations and your email (including spam) for any tax notifications.

• Package Damage in Transit: If a package is damaged during shipping, couriers may stop the transit to ensure the safety of their personnel. Don’t worry—Oh Canvas has a strict Refund & Replacement Policy to protect you in these rare cases.

• Lost Packages: If your tracking information hasn’t been updated for more than 10 business days, it is possible that the package has been lost by the carrier. While this is rare, it can happen.

What to Do When Your Order is Delayed?

1. Check Your Tracking Link: Use the tracking number provided in your shipping confirmation email to see the latest status. It often provides specific details on why a package is being held.

2. Contact the Shipping Carrier: If the tracking shows the package is in your local area, contacting the carrier directly is often the fastest way to resolve delivery issues or provide directions.

3. Contact Us: If you are still concerned or your tracking hasn’t updated in 10 days, please Contact Us. We will immediately investigate the issue with the carrier and offer a solution, such as a reshipment or a refund.

While we cannot directly control the shipping carriers, we are 100% committed to assisting you until your beautiful artwork arrives safely at your door!