Return Policy

Return & Refund Policy

At Atlas Frame Co., many of our products are printed, stretched, framed or prepared specifically for each order. Please review your selected artwork, size, frame style, shipping information and uploaded files carefully before completing your purchase.

Made-to-Order Wall Art

Our canvas prints and framed wall art are produced to order. Because production begins specifically for your selected artwork, size and frame option, we do not accept returns or exchanges due to a change of mind.

All made-to-order sales are final unless the product arrives damaged, defective, incorrect or contains a production error caused by Atlas Frame Co.

Custom Printing and Framing

The following products and services are final sale:

Customer-uploaded photos and artwork
Custom canvas printing
Custom framing
Custom-sized products
Personalized products
Products modified according to customer instructions
Special-order mouldings or materials

These products cannot be returned, exchanged or refunded because they are created specifically for the customer and cannot normally be resold.

Customers are responsible for reviewing the image, spelling, dimensions, orientation, cropping instructions and other submitted information before placing an order.

Image Quality and Colour

Customers should upload the highest-resolution original image available.

Screens and devices display colours differently. Slight variations in colour, brightness, contrast, cropping or positioning between the digital preview and finished print are not considered defects.

If an uploaded file is unsuitable for the selected print size, our team may contact the customer before production.

Change of Mind

We understand that preferences can change. However, because our artwork and custom products are made to order, we cannot accept returns or issue refunds for:

A change of mind
Selecting the wrong size
Selecting the wrong frame colour or style
Ordering the wrong artwork
Minor colour differences between the screen and finished print
Customer-provided images that are blurry, compressed or low resolution

Please review your order carefully before completing checkout.

Damaged, Defective or Incorrect Orders

Please inspect your order immediately after delivery.

If your product arrives damaged, defective or incorrect, contact us within 7 calendar days of delivery at:

info@atlasframeco.ca

Please include:

Your full name
Your order number
A description of the problem
Clear photos of the entire product
Close-up photos of the damage or defect
Photos of the exterior and interior packaging
A clear photo of the shipping label

Please keep the product and all original packaging until your claim has been reviewed.

Do not discard, repair, alter or return the product without receiving instructions from Atlas Frame Co.

Replacement or Refund

Once the issue has been reviewed and approved, Atlas Frame Co. will normally arrange a repair or replacement.

When a suitable repair or replacement is unavailable, we may issue a full or partial refund to the original payment method.

Original shipping charges are not refundable unless the return results from an error by Atlas Frame Co. or damage during delivery.

Refund processing times may vary depending on the customer’s bank or payment provider.

Order Changes and Cancellations

Production may begin shortly after an order is placed.

Orders may be changed or cancelled only:

Within 24 hours of purchase, and
Before production has started

Once an order has entered production, been printed, stretched, cut, assembled or framed, it cannot be changed, cancelled or refunded.

Submitting a cancellation request does not guarantee that the order can be cancelled. Contact us as soon as possible after placing the order.

Failed Delivery and Incorrect Addresses

Customers are responsible for providing a complete and accurate delivery address.

Atlas Frame Co. is not responsible for delays, failed deliveries or additional charges resulting from an incomplete or incorrect address supplied by the customer.

Additional shipping charges may apply when an order must be shipped again.

Unauthorized Returns

Do not send products to our showroom or warehouse without receiving return authorization and instructions from Atlas Frame Co.

Unauthorized returns may be refused and may not qualify for a refund.

Showroom and Custom-Framing Orders

Custom-framing orders placed through our Toronto showroom are final sale once materials have been ordered or production has started.

Any applicable deposit requirements, completion dates and special terms will be communicated during the consultation or included in the customer quotation or invoice.