Delivery Policy
We strive to process all orders within 1 to 3 business days from the order date (excluding weekends and public holidays). Any delays or changes to this timeframe will be indicated on the product page at the time of ordering. You will receive an email notification with tracking information once your order has been shipped.
When you proceed to checkout, the displayed shipping time (for example, 3-9 business days) is the estimated time between order shipment and delivery. This shipping time does not include processing time and is not a guarantee.
In the rare event that you do not receive a shipping notification for your order within 5 working days of placing your order, please contact us and we will promptly provide you with an update.
How can I check my order?
Once your order has been shipped, you will receive an email notification containing a tracking number that you can use to check the status of your order. Please allow 48 hours from the date of this notification for the tracking information to become available.
PS Note that customers in Greater Montreal will not receive a tracking number, however the delivery time is guaranteed at 3-9 days excluding order processing time.
If you have not received your order within 10 working days of receiving the shipping confirmation email, please contact us with your name and order number, and we will look into the matter promptly.
Shipping rates, delivery times and destinations
Shipping costs for all standard panel orders (94.5" in length) are as follows:
- For Greater Montreal:
Free pick-up at 9130 Rue Boivin, Lasalle, H8R2E4
A flat fee of $50 applies to quantities of 4 panels or less.
A flat fee of $100 applies to orders of 5 panels or more.
- For the rest of Canada
A flat fee of $100 applies to quantities of 4 panels or less.
A flat fee of $150 applies to orders of 5 panels or more.
Orders are shipped from Montreal, Quebec, Canada.
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We do not currently ship internationally.
Large orders
Orders containing 8 or more boxes (4 Panels/Boxes) will be shipped on a pallet via LTL, with delivery to the curb or loading dock. The carrier will call you in advance to schedule a delivery appointment at a time that is most convenient for you and will lower the pallet to the ground upon arrival. For curbside delivery orders, someone must be present at the scheduled time to receive the shipment, sign for it, and bring the boxes inside.
Shipping damage
In the unlikely event that your order does not arrive in perfect condition, please contact us by email within 48 hours of delivery. To help us assess the issue, please send us photos of the product from different angles and distances. To process a replacement or partial refund, we require photos of all four sides of the damaged box, as it was delivered. We also need photos of the product damage, showing the entire panel and close-ups of the damage, as it was delivered. However, we recommend that you inspect your order upon receipt to avoid return shipping costs in case of damage, defects, or other issues – see the Refunds, Returns, and Exchanges section.
Upon receipt of your email containing the photos described above, we will work with you to resolve the situation, offering you a replacement product as soon as possible.
Refunds, returns and exchanges
We accept return requests within 14 days of delivery. You must notify us by email within 14 days of receiving your order that you wish to return it. You must send us an email containing your order number and the tracking number of your returned order within 21 days of delivery to be eligible for a refund. Return shipping costs are your responsibility.
Your order must be securely packaged and delivered in its original packaging. You assume the risk of the item being damaged during transport.
Samples cannot be returned or refunded, but their cost is refundable if you place an order containing at least one (1) ARTMUR panel.
To process your refund, we must receive your order at the address you provided. Additionally, your order must be in new, unused, and resalable condition to receive a full refund. It must be free of holes, marks, defects, or any after-sales modifications that could affect its resale value. If the product has been used or damaged, you will not be eligible for a refund. The refund will be issued to the credit card or PayPal account you used for the purchase.
Once your order has been received and inspected, if it shows no damage or signs of use, your refund will be processed as quickly as possible. You will receive an email notification as soon as the refund has been issued. Please allow 5 to 7 business days for the refund to appear in your bank account.