Effective Date: October 29, 2026 · v3.0
Replaces Returns & Refunds v2.0 dated September 1, 2026. Applies to new orders accepted after this version is published. Earlier orders keep the policy accepted for that order.
Canvas USA® stands behind what we build and what we supply. If something is not right, we work with you to make it right — within the guidelines below.
This policy sits under the Canvas USA® Terms of Service, which govern your purchase. Where the two differ, the Terms of Service control. Nothing on this page limits a right you have that cannot be waived under applicable law.
1) Three ways an order can be cancelled, before anything on this page applies
Read this section first. Two of the three rights below override everything else on this page, and neither of them costs you a cent.
If you signed away from a Canvas USA® location
If you signed your order at your home, on your boat, at a job site, or anywhere that is not a Canvas USA® business location, and the price is $25 or more, federal law gives you three business days to cancel for any reason. We give you a completed Notice of Cancellation, in duplicate, when you sign, and your three business days run from that moment. Cancel in that window and we refund everything you paid, including your deposit, within ten business days. No cancellation charge, no administration fee and no restocking fee of any kind applies. See Terms of Service §3.
This does not apply where you first visited a Canvas USA® location and negotiated the purchase there, or where you asked us to come to your property for a repair or maintenance.
If we ship to you and cannot ship on time
Where you ordered online, by telephone or by mail and we ship your goods by carrier, your order states the time within which we expect to ship. If we cannot meet it, we tell you before that time expires and offer you the choice to consent to a new date or to cancel for a full and prompt refund. If a revised date passes without your written consent to a further delay, your order is cancelled and we refund you promptly. See Terms of Service §4.
Every other cancellation
What we retain depends on how far your project has progressed. The ladder is in Terms of Service §6.4 and is summarized in §10 below.
2) What can be returned
Stock items may be returned within 30 days of delivery with an approved Return Authorization, in new and unused condition, in the original packaging with all parts included. The 30 days run from delivery, not from the order date.
Returns must be requested by the original purchaser. We may ask for proof of purchase and verification of the original purchaser before issuing a Return Authorization or processing a refund.
3) What cannot be returned
These cannot be returned, exchanged or refunded. Your remedy for them is the Canvas USA® Limited Warranty.
- Built For You products, custom-made and made-to-order products
- Cut fabric ends and other cut-to-length materials
- Custom-tinted coatings
- Hazardous materials once shipped, including paints, solvents and aerosols. This is a transport rule, not a policy choice — once a hazardous material has been in the freight system we cannot legally take it back into stock.
- Clearance or final-sale items, where labeled as such
- Items showing use, installation, modification, or damage caused after delivery
Special order items — items requiring hardware or materials that are not part of our standard stocked components, including any non-standard or customer-specified hardware, fabric, webbing, binding, fasteners or finishes sourced to fulfill your order — may be returned within 30 days of delivery, at the restocking fee in §4.
Most of what Canvas USA® makes is cut and sewn to your measurements. It cannot be resold to anyone else, which is why it is not returnable. That is also why we do not begin production until any cancellation window in §1 has run: nothing is cut while you still have the right to change your mind.
4) Restocking fees
These are the fees. They are not estimates and they do not vary by case.
- Stock items, unopened, in original packaging: 15%
- Stock items, opened, in resalable condition: 15%
- Special order items: 25%, or our supplier's fee if that is higher
- Custom goods, cut-to-length materials and custom-tinted coatings: not returnable
- Hazardous materials once shipped: not returnable
The restocking fee that applies to an item is stated on its product page before you buy it.
No restocking fee and no freight charge applies where the return is due to our error — wrong item, verified defect, or verified shipping damage.
No restocking fee of any kind applies to a cancellation under §1.
5) Return Authorization is required
All returns need an approved Return Authorization before you ship anything. Returns sent without authorization may be refused and returned to the sender.
To request one, contact:
6) Return shipping and freight
Return shipping and freight are the customer's responsibility, except where the return is due to our error — wrong item shipped, verified defect, or verified shipping damage. Original shipping charges are not refundable except where the return is due to our error or where the law requires it.
Use a trackable method. Canvas USA® is not responsible for returns lost or damaged on their way back to us.
7) Packaging, labeling and the return code
When your return is approved you receive a Return Authorization code and instructions for marking the outside of the container. The code must be clearly visible on the outside of the box or shipping envelope. Returns shipped without it, or packed against our instructions, will not be accepted and may be returned to the sender at the customer's expense.
Items must come back with the original receipt or proof of purchase, in new and unused condition, in the original packaging with all parts. Items showing use, installation, wear, dirt, odor, stains, missing components or damage will not be accepted.
8) Damaged, defective or incorrect items
Two windows, and they are different lengths on purpose.
- Damage you can see on delivery, and wrong items: tell us within 5 business days of delivery. Send your order number and photographs of the item and the packaging. On a freight delivery, also note the damage on the delivery receipt before you sign it — see the Shipping Policy — because a carrier can deny a claim on a shipment that was signed for clean.
- A defect you could not see on delivery: tell us within 30 days of discovering it. This is the window for a fault that only shows itself in use.
Reporting late may limit your remedies. After review we provide a replacement, a refund or a credit, depending on the item and what is available. An item returned as defective that turns out to be damaged by misuse, installation, alteration or failure to follow instructions may be rejected and returned to the sender.
A defect in something we manufactured is a warranty matter, not a return. See the Canvas USA® Limited Warranty.
9) Refunds
Refunds are issued only to the original purchaser, only to the original payment method used at checkout, and only after the original charge has settled. We do not refund to an alternate payment method, a third party or a different account.
Once a return is received and inspected, an approved refund is processed within 5 to 10 business days. A refund under §1 is issued within ten business days of your cancellation, without waiting on a return.
10) Cancelling an order
If you need to cancel, contact us straight away. Where §1 does not apply, what we retain depends on how far your project has progressed:
- Before we commit capacity to your project: an order and administration fee equal to the greater of $95 or 10% of the order
- After Production Start, before materials are cut: the administration fee, plus documented materials, freight, vendor fees and labor incurred
- After materials are cut: the full deposit
- After Completion Notice: the full contract price
These amounts are a reasonable pre-estimate of what a cancellation actually costs us at each stage. The full ladder, and what your deposit does, are in Terms of Service §6.
11) Refused deliveries and undeliverable shipments
If a shipment is refused or comes back as undeliverable, the customer is responsible for the original shipping charges. Return shipping and any applicable restocking fee are deducted from the refund.
12) Before you file a chargeback
If there is a problem with your order, contact us before you file a dispute with your bank or card issuer. We will make every reasonable effort to resolve it through our customer service, returns and shipping process, and it is almost always faster than a dispute.
Filing a dispute without contacting us first delays resolution. It may still require you to follow the return process, provide documentation, or return the merchandise before a refund is considered.
Canvas USA® keeps detailed records for every order — order confirmations, signed approvals, production status, shipment tracking, delivery confirmation, communications and return authorization activity. Those records may be provided to payment processors and financial institutions in response to a dispute.
13) Contact
Canvas USA®
Email: [email protected]
Phone: 361-729-0642
Monday through Friday, 9:00 AM to 5:00 PM Central Time
Email: [email protected]
Phone: 361-729-0642
Monday through Friday, 9:00 AM to 5:00 PM Central Time
Canvas USA® — Proven quality since 1981.