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Does Big Duck Canvas need signature for the order?
Most orders shipped with UPS will be delivered without a signature.
A signature is always required for 'higher value orders' and all orders shipped by Freight.
Otherwise, if you require a signature on your delivery, please contact them when ordering.
If for any reason your order is 'undeliverable' and is returned to them, you are responsible for the cost to re-ship to order to you.
How long does it take to process my order?
Orders normally ship in 2-3 business days, excluding weekends and holidays, subject to product availability. Please be sure to order in time to allow for processing and delivery.
They are not responsible for missed deadlines. What is order processing? At any one time, they are typically handling hundreds of unique, custom orders.
Each order must be pulled from the original roll(s), measured, packaged, labeled and processed for shipping.
Do they offer expedited shipping?
If your order is time sensitive, call them at 1-800-704-6138 to discuss rush service availability.
Rush orders can ship out the same day, however you must call to verify availability and place your order before 2:30 pm (ET).
Rush order fees vary depending on the amount of the order and certain other factors, and are non-refundable.
PLEASE NOTE: Choosing an expedited shipping method — Next Day Delivery, 2nd Day Air, etc. — does not constitute a Rush Order; standard order processing times apply to orders that are not 'rush orders.'
How to check my order status?
With most orders, you will receive an order status email with tracking information.
However, due to the nature of how certain (typically larger) orders are processed, tracking numbers and order statuses are not always automatically updated.
Please allow six (6) business days to call about the status of your order.
Who should be responsible for the return shipping fees?
If they shipped you an incorrect product or the product was damaged in transit, they'll pay the return shipping cost.
Otherwise, you are responsible for the return shipping cost. A replacement order will be sent out when your previous order label has been received and scanned by UPS. Returns are subject to a restocking fee of 15%.
Freight shipping costs cannot be returned unless they have shipped the incorrect goods.
For international or freight return questions, please contact customer service at 1-800-704-6138.