1. Order Process
1.1. HOW DO I PLACE MY ORDER?Simply choose your style on the product page then click the “Add To Cart” button and follow the simple steps to complete your order.
We’ll prepare your order and let you know when it's on its way!
1.2. HOW LONG WILL IT TAKE TO SHIP MY ORDER?
For each type of product, we have shipping infomaton including item’s description.
Production Time: 5-10 business days. Each of our products is made-to-order only for you so the production time will be a little bit longer than usual.
Shipping Time: It takes 7-20 business days for your order to be successfully delivered.
Orders are shipped during regular business days, excluding holidays. Any orders placed on Saturday or Sunday will be processed the following Monday.
1.3. HOW MUCH DOES SHIPPING COST?
The shipping cost will depend on the actual logistics situation. Shipping prices may be higher during holidays and year-end events due to increased demand and limited supply.
2. Discount Code 2.1. WHY CAN'T I APPLY MY DISCOUNT CODE?
There are a few common issues with promo codes :
1. You’ve already used the code. Our coupon codes can only be used once, so if you’ve ever used the code in the past then it won’t work again.
2. You haven't entered the code exactly as it was advertised - Try copying and pasting it and don't leave any extra characters or spaces.
3. The code is expired - Check the date of purchase to see whether your code is still active or not.
4. The code is only valid for a particular product - Double check that you're purchasing the right product for the code you want to use.
If you have checked all of the above possibilities and are still having issues with the code, please contact us via email at firstname.lastname@example.org and provide a screenshot of your shopping cart that shows the promo code and all items in your cart. We'll take a look into this and sort things out for you.
2.2. CAN I USE MULTIPLE DISCOUNT CODES ON A SINGLE ORDER?
Under our policy, our discount codes don't stack. Only one discount code can be applied for a single order at a time.
2.3. I FORGOT TO ENTER MY DISCOUNT CODE.
Unfortunately, for technical reasons, we cannot apply a discount code or reimburse you once your order has been validated.
3.1. WHAT TYPES OF PAYMENTS DO YOU ACCEPT?
We currently accept the following forms of payment:
- Credit Cards: We accept Visa, American Express, Mastercard, and Discover.
- Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you have to register them before using them for online purchases. You can do this by following instructions on the card or contacting your bank.
- PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout.
3.2. WHEN WILL MY CARD BE CHARGED?
Just after your order has been successfully placed.
3.3. HOW TO PAY WITH CREDIT/ DEBIT CARD?
Please follow these steps here: https://canaryhouze.com/pages/payment-via-credit-debit-card
4. Modify & Cancel Order
4.1. HOW CAN I CANCEL OR MODIFY MY ORDER?
Under our policy, your order is only eligible for canceling/modifying within 6 hours after purchase by contacting our customer support team and requesting an order cancellation/modification via email at email@example.com. Then the order is locked for processing and can no longer be cancelled/modified.
4.2. HOW TO CHANGE THE SHIPPING ADDRESS?
You can only make changes to your shipping information including your shipping address within 6 hours after purchase. After that, we are not able to change any information.
The package will be delivered to your provided address. Please contact your local post office and inform them of your correct address when your parcel arrives near your location.
5. Order Status
5.1. WHY HAVEN'T I RECEIVED AN ORDER CONFIRMATION?
You will automatically receive an order confirmation by email soon after you have placed your order. Please note that it could also end up in your spam or promotion box.
If you checked your Spam/Junk mailbox and still did not receive the confirmation email, we kindly ask you to contact our customer service via email at firstname.lastname@example.org.
5.2. I WANT TO TRACK MY ORDER.
You will receive a shipment confirmation when your order has been dispatched from our warehouse (after 5-10 business days of processing). The email contains your tracking number and a link where you can follow the progress.
5.3. MY TRACKING NUMBER ISN’T WORKING.
It takes 2-5 days for tracking numbers to appear in the shipping carrier's system. If the tracking number is still not working after a few days, please contact us via email at email@example.com
5.4. MY PACKAGE'S TRACKING INFORMATION HASN'T BEEN UPDATED FOR A WHILE.
The shipping status will not be updated while the item is in transit and will be updated when the item arrives at one of the transshipment facilities. If there are no force majeure events, usually it will be updated in a few more days.
5.5. I NEED HELP WITH A LATE ORDER.
If your order has not arrived after 30 business days, please reach out to us for timely support. Kindly use the form below or contact us via email at firstname.lastname@example.org
5.6. MY TRACKING SAYS "DELIVERED" BUT I HAVEN'T RECEIVED ANYTHING.
Sometimes, to ensure the safety of your shipment, the carrier may have placed it in a safer location, please check:
Any area out of potential weather hazards, exterior doors and any locations where the package could be placed.
In rare cases, a package may show as 'delivered' but could take additional 24 hours.
If within 2-3 business days, you still have not received your package, please contact us via email at email@example.com.
6. Delivered Order
6.1. I RECEIVED WRONG/ DEFECTIVE/ INCORRECTLY PRINTED ITEMS.
Please contact our customer service via firstname.lastname@example.org and if this is our factory’s fault, we would like to offer you 2 options below to solve the problem:
1. We will send you a replacement package for free with the exact items you ordered, and you don't need to return the wrong ones.
2. We will issue a full refund to your bank account.
6.2. WHY WAS MY ORDER SHIPPED SEPARATELY?
We will do partial shipping for your order in the following conditions:
- Items are in different warehouses.
- Different item preparation time.
- Weight limit of custom or courier.
All items are custom printed and shipped from our facilities around the world. Products from the same order can also be fulfilled in different facilities, which means they’ll be shipped separately. Items that are shipped separately will not be charged for additional shipping. You'll receive a shipping notification for each shipment in your order.
7. Other Issues
7.1. HOW SECURE IS MY PERSONAL INFORMATION?
We strictly adhere to the highest industry standards to protect your personal information when you checkout and purchase from our store.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.