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FAQs

  • Product-Related Inquiries

 

1. Production Timeline

Your order will typically be shipped within 7–14 business days (excluding holidays). Please note that delivery times may vary slightly depending on the product category.

For bulk orders, kindly contact info@AetherCanvas.art to confirm the estimated delivery schedule.

Note: Handcrafted items may exhibit subtle variations; each piece is unique.

 

2. Packaging Standards

• Standardized Packaging

All products are professionally packaged under AetherCanvas®s stringent protocols.

Pre-Shipment Confirmation: To ensure your complete satisfaction, we will send photos or videos of your item(s) before shipment. Delivery will be arranged only after your approval.

 

• Carton Packaging

Flat-packed in high-strength protective cartons. Adhering to rigorous packaging standards, we ensure complete protection during transit for secure delivery.

 

•   Wooden Crate Packaging

Specialized art-grade wooden crates with international-grade reinforcement for large items. Secure immobilization is achieved through compliant cushioning materials and sealed enclosure technology.

 

3、Order Modifications

Order details cannot be amended after shipment. For urgent adjustments, contact support@AetherCanvas.art for assistance.

 

4、Order Cancellation

Orders for non-custom items can be canceled before shipment. However, once an item has been shipped or if it is a custom-made product, cancellation is no longer possible. To request a cancellation, please contact us at support@AetherCanvas.art or log in to your account to proceed with the cancellation process.

 

 

  • Shipping & Delivery

 

1.Shipping Timeframe:

International shipping via FedEx, DHL, UPS, or specialized art transport companies

Usually requires 5-7 business days for worldwide logistics

Free shipping globally

(Specific delivery time may vary depending on the destination and customs clearance process.)


2. Logistics Partners

FedEx, DHL, UPS, or specialized fine art logistics providers.

 

3. Freight Policy

① Shipping, Duties, and Taxes (DAP Terms): The quoted price includes global shipping costs; however, you are responsible for all import duties, taxes, and related fees charged by the customs authority of the destination country. Prices displayed on our website are exclusive of all such taxes. As import duties and taxes are determined directly by local customs authorities, we are unable to calculate or predict these specific amounts in advance. We strongly recommend consulting your local customs office for detailed information prior to placing an order. If a shipment is returned or destroyed due to the recipient's refusal to pay these duties/taxes, the Buyer assumes full liability. In such cases, shipping costs and any associated losses are non-refundable.

② Once the item has been dispatched, if the package is returned due to a failure to take delivery on your part (including, but not limited to, refusal without valid cause, failure to coordinate receipt, or incorrect/incomplete delivery information), we will deduct a 20% Restocking Fee from the item's value. The remaining balance will be refunded to your original method of payment. Concurrently, a designated amount of loyalty points will be credited to your account as a gesture of goodwill. (Please refer to the AetherCanvas® Official Loyalty Points Policy).

 

4. Shipping Insurance

All shipments are fully insured by AetherCanvas® at no additional cost

 

5、Delivery Information Updates

Deliveries follow the provided order details. For surprise gifts requiring special arrangements, notify us in advance.

 

 

  • Returns & Exchanges

 

1. Return Policy

You may return any non-customized item for any reason within 30 calendar days of receipt. We will assist you with the return process. The customer is responsible for the cost of return shipping.

 

①Before shipping your return, you must contact us to request a Return Authorization (RA). Please email support@AetherCanvas.art or message our online customer service with your order number and item code. Unauthorized returns (shipments without prior notice) or late requests may be declined.

 

Photo Requirements:

To process your request, please provide clear photos of the item that show:

 

Overall views from the front, back, and both sides.

Close-up details (e.g., brushstrokes, texture, signature).

The item in good condition, undamaged and unused.

Good lighting, no flash, and no obstructions.

 

 

② Refunds will be issued to your original payment method after the returned item has been received and passed our inspection. Please allow up to 5 business days for the refund to be processed.

 

 

③Restocking Fee: Please note that once the item has shipped, if the package is returned due to a failure to receive the delivery on your part (reasons included but are not limited to unjustified refusal of the shipment, unavailability at the agreed delivery time, or incorrect/incomplete shipping details provided), we will deduct a 20% Restocking Fee from the total value of the item. The remaining funds will be returned to your original payment account. As a gesture of good will, we will credit a certain amount of points to your account. (Please refer to the AetherCanvas® Official Points Policy for detailed rules).

 

 

2.Return Eligibility

 

Return requests will be accepted only if the following conditions are met:

  •  The item is returned in its original condition, with intact tags, original packaging, and proof of purchase.
  • The item has not been altered or modified in any way.
  • The item is not a customized product (custom items are made-to-order and cannot be resold; thank you for your understanding).
  • The item must be unused and free from any signs of wear, scratches, stains, or other damage caused by improper handling.

*AetherCanvas® reserves the right to reject returns violating these terms. Non-compliant items will not be returned or credited.

 

 

3. Damaged Goods Protocol

 

①Delivery Inspection

nd inspect the item in the courier’s presence. If any damage is found, request that the courier note “Damaged Item” on the waybill and retain the package.

 

②Damage Documentation

We offer free replacement or a full refund for items damaged during shipping. Please send clear photos to support@AetherCanvas.art or contact our online customer service center. Photos must include the full packaging, all damaged angles, the shipping label with tracking number, and close-up details of the product damage. Once received, we will promptly coordinate with the courier to arrange a free reshipment or issue a full refund.

 

③Special Circumstances

If your package is delivered via contactless delivery (e.g., left at your doorstep or a collection point) and you cannot inspect it in front of the courier, please open and check the artwork immediately upon discovering the package. Please record an unboxing video as you open the package. If you discover any damage:  1.Proceed immediately to Step 2 of our Return Policy. 2. Do not discard the packaging. Keep both the damaged item and all packing materials until the issue is resolved.

 

 

 

  • Miscellaneous

 

1. Payment Methods

Visa, MasterCard, Discover, American Express, PayPal.

 

 

2. Non-PayPal Payment Instructions

Pay via debit/credit card through PayPal (no account required):

① Select “Checkout with PayPal”.

② Choose “Pay with Debit/Credit Card”.

③ Enter billing and card details.

④ Provide an email for receipt delivery.

⑤Click "Continue" to return, then complete your order and payment on the SenauraArt® checkout page.

 

3. International Taxes & Duties

Import duties or taxes may apply depending on your country's regulations. These fees are not included in the order total and are the recipient's responsibility. We will assist with customs documents but are not liable for delays or charges incurred.

 

4. Contact Us

For inquiries: info@AetherCanvas.art or online customer service.