What is your return or cancellation policy?

All sales on our website are final.

Due to the limited and carefully curated nature of our inventory, we do not return or exchange canvases. Many of our needlepoint canvases and accessories are produced in small batches or sourced in limited quantities, which prevents us from restocking or reselling returned items.

We truly want you to be happy with your purchase. If there is an issue with your order, please contact us and we will gladly work with you to find a solution whenever possible.

When will my order ship?

Typically orders of in-stock items ship within 3-5 business days.  If you purchased a kitted canvas in your order it may take an additional 1-2 days.

During periods of high volume, holiday or travel the default fulfillment window may be extended.  Please check the announcement banner at the top of the site for information.

If your order contained a pre-order, the entire order will ship when we receive the preorder item(s) from the production facility.  If you would like to receive your in-stock items sooner, you can do so by purchasing split shipping for $5.

Pre-Order Policy

Pre-orders allow us to offer special designs and/or limited releases that are produced specifically based on customer demand. Because these canvases are ordered or produced especially for you, we are unable to cancel, return, or refund pre-order purchases once they have been placed.

Estimated arrival dates are provided as a guide and may vary due to production timelines or shipping delays beyond our control.

Your satisfaction is important to us. If there is an issue with your pre-order item after it arrives, please contact us and we will gladly work with you to make it right.

Thank you for your patience and for supporting our small business—we truly appreciate it.

Where is my shipped item?

Once your order ships, you’ll receive a confirmation email with tracking information. Please allow up to 24 hours for tracking details to update after the label is created.

After a package leaves our hands, it moves through the postal system at the carrier’s pace. Tracking updates can sometimes pause or appear delayed while packages are in transit—this is completely normal, especially during busy shipping seasons and holidays.

If your package is marked as delivered but you don’t see it, we recommend checking around your delivery location and with neighbors, as carriers may mark items delivered slightly early.

For pre-ordered canvases, shipping timelines are different. These items ship once they arrive to us from the designer or manufacturer. Estimated ship dates are provided at checkout and may change due to production or shipping delays. As soon as your pre-order ships, you’ll receive tracking information via email.

We kindly ask for your patience while packages make their way through the postal system. If your order appears significantly delayed or you have concerns, please don’t hesitate to reach out—we’re happy to help and look into it for you.

 

How do i contact you for support?

If you have further questions about an existing order or other items contact us at help@shopelizabethbrooke.com