FAQ Page

SHIPPING
  • Tracking - if your order is sent by ChitChats, use Intelcom.ca to track your package
  • When will I receive my order? Shipping times are clearly stated on our product pages.  Feel free to reach out on our chat and/or e-mail us at info@totallytorontoart.com if you require further information.
  • Do you ship internationally? Yes we do.
  • Will I have to pay for customs and VAT? Yes we do.  We do our best to indicate on our product pages items that ship directly to you from the US and potentially incur customs charges.   The following products ship from the US and may be subject to Duty and Import Taxes.  This seems to be a random event so I'm sorry I can't be clearer about this.  Throw Pillows, Tote Bags  Please note: Duties and taxes are determined by the destination country and are not charged by Totally Toronto Art. If required, these duties and taxes must be paid directly to the carrier upon receipt of your package

 

  • GENERAL
  • Do you offer products in sizes or options different than the options on your website?  We offer items such as Art Prints, Wall Art and Posters in different sizes.  E-mail pam@totallytorontoart.com or call 416-414-6423 to discuss further and get a custom quote

  • I placed an order but didn’t receive a confirmation. What do I do? Send us an e-mail at info@totallytorontoart.com or get on our chat and let us know.  We will respond promptly.

  • Can I change my order? As long as your order has not been put into production you usually can change your order.  Unfortunately, once the printing processed has started we can't make a change.  

  • Can I cancel my order?  Most products - Art Prints, Framed Art Prints, Coffee Mugs, Pillows and Tote Bags cannot be cancelled once production has begun.   You can cancel small format posters (11X14), notecards, box sets, postcards and magnets within 24 hours of placing your order.

  • Can I update my shipping address?  In many instances, we should be able to update your shipping address.  We will inform in the event this is NOT possible. 

  • What shipping carrier and shipping methods are you using?  Locally we use different shipping methods - the most common being Canada Post.  Sometimes a local courier or UPS.  

  • What happens if I don’t receive my order or my tracking link is not valid? Normally, depending on the product type, we will provide a replacement product.  This has never happened with Art Prints or Framed Art Prints, Coffee Mugs.  

  • I’m not happy with the product, what do I do?  In 11 years of business, this has never happened.  Check here.  14 day return on notecards, postcards, posters (11X14), fridge magnets, coffee mugs and tote bags.  No returns or refunds on art prints, wall art, large format posters.

  • I received a damaged product, what do I do?  Return at your earliest convenience and we will replace the damaged product.  Take a picture before sending it back to us

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  • TERMS AND CONDITIONS:

    Payment: We do not accept personal or corporate cheques unless agreed upon in advance.  We prefer bank e-transfers and, failing that, Paypal or Credit Card.

     Payment Options 

    Our preferred method of payment is bank e-mail transfer.  However, it requires that we send you an invoice rather than making your purchase online.  Simply e-mail pam@totallytorontoart.com and I will take care of the rest.

    We accept Visa, Mastercard, Paypal through our Shopify account.  We also can accept American Express and Discover Cards through other payment providers.   Kindly contact us if you use these two cards or want to pay by bank transfer so we can either take your card over the phone or send you an invoice that you can pay using your card online. (We simply have to put it through a different merchant account the one provided by Shopify which does not accept these two cards.

  • Sezzle Payment Plans:  Split your purchases into 4 payments over 6 weeks, 2 payments over 2 weeks with 0% interest, or choose to pay monthly.

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    Refunds and Return policy 

    We do not accept returns of our products unless they are damaged. We do not issue refunds or replace personalized or custom artwork orders.  All sales of custom and personalized artwork are final unless the product is damaged in some way.  It will be remade for you exactly the specifications of the original order.  This policy is in effect up to 10 days of receiving your purchase.

    Shipping 

    Please note: if your order is being shipped to the US - Small Packet USA Air does not include parcel tracking. To have your parcel tracked please select Tracked Packet USA, Expedited Parcel USA or Xpresspost USA as your shipping method at checkout.

     Discount codes 

    Please note that you may only use one discount code a time when checking out.  If you are buying a product on sale and free shipping if also offer, I will refund the shipping to you