Report Missing, Damaged or Incorrect Items and Review Return Options

If something in your canvas order is missing, damaged or incorrect, begin by comparing the delivered contents with the order record. A clear report helps the business understand the issue without repeated requests for basic information. Keep the packaging and relevant order details while the matter is being reviewed.

Prepare a concise support message

Use the current details on the Contact page. Include the order reference, delivery date, the affected item and what you expected to receive. Keep card details and unrelated personal information out of the message.

A simple table or list can show: item/design; ordered quantity; received quantity; issue. For example: “Garden A; ordered six; received five; one canvas missing.” Separate missing canvases from missing paint kits so the count is unambiguous.

Document the specific issue

• Damage: Report within one week after delivery and include photographs of the product and packaging.
• Incorrect item: Include a photograph showing what arrived and identify the item expected.
• Missing items: List the missing canvases or kits and check all packaging before confirming the count.
• Shipment believed lost: Provide tracking and order information so the shipment status can be reviewed.

CPP provides a free replacement including shipping for damaged items under its reported-damage process. Incorrect items are replaced with the correct item free, including shipping, and do not need to be returned. Missing canvases or kits are sent free with free shipping. A confirmed lost shipment receives a free replacement, and CPP handles the carrier insurance claim.

Keep ordinary returns separate

A change-of-mind return follows different conditions from reporting an order problem. Custom-designed products are not returnable. Standard products must be unused and in unopened packaging; contact CPP and ship the return within ten calendar days after delivery. The return does not need to arrive within that period.

The customer pays return shipping, and outbound shipping is not refunded. Refund processing takes three to five business days after the goods arrive; bank timing may be longer. A paint kit purchased with a standard canvas can be returned with that canvas if its packaging is unopened. Paint-only orders are not returnable. Ask about any situation not clearly covered rather than assuming an exception.

Support questions

Does a damaged item need to be returned?

Contact support for instructions. The no-return rule stated above applies to incorrect items; do not assume it applies to every damage report.

Should I place a replacement order immediately?

First describe the issue and let support confirm the next step. Use the Contact page to ask about your order and retain the record for future event planning.