FAQs

Orders

• Is order tracking provided?
  All the orders shipped irrespective of the shipping tier: Free, Standard, Express comes with the real time tracking accessibility.
• How can I track my order?
  Login to your account on www.canvasbay.com Go to the My Account > Orders > Find your order > Track now.
• How do I know if my Order has been placed successfully?
  You will get an order confirmation email shortly after you place the order. If you do not get the order confirmation email, please get in touch with us immediately at support@canvasbay.com or jump to live chat for faster support.
• Do you take Custom Orders?
  Yes, we take custom/ bulk / custom branding orders as well. Fill out the form here and our support representative will get in touch with you.

Payments

• What should I do if my payment doesn’t get through or fails?
  There are two or three active payments in a given time at checkout page. If your payment transaction fails, please try another available payment method. However in rare cases, if you notice that your card has been charged and still you see that your transaction failed/incomplete, then please contact our Customer Service here or jump to live chat for faster support.
• How do I pay for my Order?
  You can pay for your order using all major credit / debit cards (VISA, MasterCard, American Express) and PayPal.

Cancellation / Modification

• Can I cancel an Order?
  Orders once placed cannot be cancelled as we start processing the order as soon as it is received. Exceptions can be made at the sole discretion of Addyzeal. Please contact us quickly if you want to cancel, or modify your order. Any changes can only be made before the order is shipped.
• How long is the Product warranty?
  All our products have 30 days warranty. You may ask for a refund or replacement in applicable cases. More information about it on Refunds section below.

Shipping and Delivery

We ship to over 200 countries worldwide through fast and reliable delivery partners such as DHL, UPS, Fedex etc. You can choose your preferred shipping method on the Order Information page during the checkout process

Estimated delivery time = Processing Time + Shipping Time (Express option).

Processing Time: Before we ship your order, we have to prepare your products, perform strict quality-control tests and package items carefully.

• Free Shipping: 12 – 28 business days.
• Standard Shipping: 7-12 business days.
• Express Shipping: 4-10 business days.
• By when will I receive the Ordered Products?

We process all orders with 24-72 hours and ship them through trusted and reputable courier companies. We try to deliver the products to you within the estimated time. However, the duration of the delivery can be little longer or shorter depending on your delivery location. Addyzeal is not responsible for service transit time. Delivery time to the end user is subject to factors beyond our control (“Force Majeure Event”) including unexpected travel delays from our courier partners and transporters due to weather conditions and strikes.

• Do I have to pay Shipping charges?

Well as stated above, we do provide free shipping option. But you can pay for standard or express shipping to get your order early.

• Do I have to pay Custom charges?

The fact that a customer needs to pay custom charges are very rare. The postal service and government compliances of different products in different states around the world are simply out of our control. Factors like product category, weight, import policies of country etc effect the rules. In all such cases, the customer is liable to pay any basic fees.

Returns, Refunds and Replacement Policy

• You received the wrong item!
  Go to contact us page and select the “order support” with Order ID. We would send you the replacement or refund your amount once your request is approved.
• You opened the parcel and found the item missing!
  Contact us in the same way as guided in above answer. Tell us the missing item from order along with Shipping Label & Order ID. We would dispatch you the missing product or refund you the amount.
• You opened the parcel and the item is damaged.
  Sorry for that ! We doubly ensure the product reaches out to you safe and sound. In this case, we would dispatch a fresh product asap or refund you your amount!
• Do you have any Return / Refund Policy?
  Yes, it’s available here

What is the Returns Procedure?

Products can be returned in these two conditions:
1. You have received a damaged product: A product can get damaged in transit and while we do ensure best possible quality controls, sometimes a damaged product might go unnoticed.
2. Mismatched product delivered, in terms of style, color and / or size.

If you want to return any product because of any of the above two reasons, please get in touch with our Customer Service within 48 hours from the receipt of delivery. You can get in touch with our Customer Service at contact us page.

We will send you a return confirmation email. Please take a printout of that email and send the same to us along with the returned products. Please use a track-able and reputed courier company for the same.

Once we received the returned products and after inspecting the condition (products should be in original packaging and un-used condition), we would either send you a replacement OR issue you a refund for the same through an online bank transfer within 7 days.

• Who pays the Postal/Shipping charges for the Returned goods?
  Shipping cost for returning the product shall be borne and incurred by the customer. We do not reimburse the Shipping charges.
• What are Conditions for Return ?

The final decision on whether a returned item will be approved or rejected lies completely with Addyzeal’s Quality Assurance Team.
The returned items will only be accepted in their original packaging, which includes bags, tags, boxes, invoices, documentations, warranty cards (if any), all accessories, and all the things that were present when the item was delivered to you.
The product you’re returning must be unused, unwashed and in its original condition. If it is used, damaged, soiled or altered, the return won’t be processed and the items will be sent back to you.

Products in sets cannot be returned individually.
If we are unable to send you a replacement of the item that you have returned, we will offer you a refund for the same. Please note that the products might look different from the ones you see on the website.

If you have not received the complete order or there are any discrepancies from what you had ordered, please contact our Customer Care within 48 hrs from the date of delivery to report the issue. No request will be entertained if concern is not raised within this stipulated period.

Shipping an item back to Addyzeal our address is:

Addyzeal.com

5307 Victoria Drive #217

Vancouver, British Columbia.

Canada.

V5P3V6.