FAQs - Shipping, Return Policy, Order & Payments

Shipping Information

Canada Post is the domestic and international shipping provider for our products. Otherwise, UPS and FedEx will be the other shipping provider options. We using this UPS freight shipping method for an original painting in a wooden crate intend for a long-distance delivery outside of Canada. 

All prints and giclee canvas will be shipped in clear cellophane envelope and will be protected with either cardboard or mat board and shipped flat. 

For original painting with its longest dimension under 24 inches, will be packed securely in glassine and waterproof plastic bags, sandwiched with double cardboards, bubble-wrap cardboard box, and ship with the traceable shipping method and covered by insurance when ship by Canada Post. 

For an original painting with its longest dimension over 24 inches, will be packed in the same materials and bubble-warped in a custom-built wooden crate for secure shipping. Please note you will charge for the packed materials and wooden crate. Regardless of the weight and size of the wooden crate, UPS will be the freight provider for shipping service outside of Canada. This freight service will be using a traceable shipping method and covered by insurance.

Please double-check if the shipping address is correct, we will not be responsible for shipping to a wrong address that is list on check out procedure. 

 

Domestic Shipping Service

Print and giclee canvas order will take between 2 - 12 days within Canadian provinces and territories, plus the production time of print, which takes around 2 - 12 days. For item over $75, the parcel will be using traceable shipping method and covered by insurance. You will be able to track your order once you are receiving tracing no. on your order confirmation when you check out. The estimated delivery date will depend on the location of your designed shipping address. 

With Canada Post service, we are using weight-based rates as well the dimension base rate for the shipping & handling cost.

Please note: All orders to Canadian address will be charged Provincial and Government sale taxes at checkout. 

 

International Shipping Information

Presently, we are ship to United States, United Kingdom, Austria, Denmark, France, Germany, Ireland, Monaco, The Netherlands, Norway, Spain, Sweden, Switzerland, Australia, Singapore and Japan. The estimated delivery date will depend on the location of a designed shipping address in your country. International customers may be subject to import taxes, customs duties and fees, which levied once a shipment reaches your state or country. Contact your local customs office for further information. 

 

Ordering & Payment

Please review your order carefully, as it cannot be modified once submitted. 

You will receive a confirmation of your order process by email, that states your order number and an order total. 

 

Methods of Payment

We accept the following methods of payment: Visa, Master Card, American Express, PayPal, Apple Pay. Depends on your choice of currency, the price will reflect on the currency exchange rate daily on an approximate order total. Currently, we only sell to countries where accepted Shopify Payment: Canada, United States, United Kingdom, Australia, New Zealand, Germany, Ireland, The Netherlands, Spain, Singapore and Japan. 

Items will be charged to your selected method of payment when you placed the order. The shipping and handling fee you quoted at checkout will be allocated and applied based on the value of each shipment. 

 

Sale Tax

We are required to collect local sale tax in provinces and within Canada as required by law. Orders come from outside of Canada are exempt from taxes. 

 

Payment Issues

If your payment method was declined, may have been unsuccessful due to incorrect information, card expiration or insufficient funds. You can choose a new way of payment. We are unable to process your order if we cannot obtain an authorization from your credit card company. Products cannot be held for your request and may not handle successfully. 

 

Return & Exchange

If for any reason, you are unhappy with your purchase, you may return it for exchange or credit depending on the artwork you ordered. Please read the policy below: 

 

Open Edition Print Return Policy 

From the time you receive your open edition print, you have 30 days to return your order for an exchange, provided that it is open edition print. Shipping charges will not be refunded, and it is your responsibility to take care of return shipment cost. 

Please note: Only Open Edition Prints are eligible for our exchange policy. Limited Edition Prints are considered final sale items. 

Step 1 - Please email hello@carlingwongrenger.com within 30 days of your merchandise delivery date along with a receipt or proof of purchase you received with your order. In your email, please indicate the return reason and the arrival date of the print package.  If the reason for return print is a damaged print due to shipping accident. Please send photos of the damaged packaging, including in your email.

Step 2 - Repack the print in original package, in the clear vinyl envelop, and make sure to include the copy of a receipt, original packing slip.

 

Address the package to:

Carling Wong-Renger Ltd.

312-6055 Balsam Street

Vancouver, BC V6M 4C2

Attn: Carling Wong-Renger Ltd. Art Return & Exchange

 

Step 3 - Ship your return package using a trackable shipping method and email the shipping details (including tracking number) to hello@carlingwongrenger.com. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.

Carling Wong-Renger Ltd. is not responsible for undelivered returns. We will process your return and the amount owed will be refunded to your source of payment in the same currency and using the same exchange rate as your original order (minus shipping costs and customs fee) within 7 - 10 business days of receiving your print package return. 

We do not offer expedited shipping options. 

 

Limited Edition Print Return Policy

The return guarantee does not apply to Limited Edition Prints, which are considered as final sale items. For item over the price of $75. We are using a trackable shipping method for shipping service and covered by insurance. 

 

Original Artwork Return Policy

From the time you receive your original painting, you have 15 days to return your order for an exchange or credit. You need to provide that it is repacked in its original package and is in pristine condition. Shipping charges will not be refunded, and it is your responsibility to take care of return shipment cost. 

Step 1 - Please email hello@carlingwongrenger.com within 15 days of your merchandise delivery date along with a receipt or proof of purchase you received with your order. In your email, please indicate the return reason and the arrival date of the package. If the reason for return artwork is a damaged painting due to shipping accident. Please send photos of the damaged packaging, including in your email.

Step 2 - Repack the painting in original package, in the original packing material if possible, and make sure to include the copy of a receipt, original packing slip and certificate of Canadian origin.

 

Address the package to:

Carling Wong-Renger Ltd.

312-6055 Balsam Street

Vancouver, BC V6M 4C2

Attn: Carling Wong-Renger Ltd. Art Return

 

Step 3 - Ship your return package using a traceable shipping method in the shipping service you choose and email the shipping details (including tracking number) to hello@carlingwongrenger.com. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange or credit.

Carling Wong-Renger Ltd. is not responsible for undelivered returns. We will process your return and the amount owed will be credited to your source of payment in the same currency.  And will be using the same exchange rate as your original order (minus shipping costs and customs fee) within 7 - 10 business days of receiving your print package return. 

We do not offer expedited shipping options. 

if you've done all of this and you still have not received a confirmation on your credit or exchange yet, please contact us at hello@carlingwongrenger.com