Terms, Refund and Returns Policy

Prices

All prices are in CAD unless other is specified.

Coupons

None of the coupons can be applied to gift cards.

Local PickUp

We don’t have store front, but you still can pick up your order from us. The address is 128 Rue des Marronniers, Gatineau, QC, J9J1T9. Choose “Local pick-up” at checkout. It’s free. When your order is ready, we’ll contact you by email to arrange pick-up.

Shipping

We ship worldwide, however, the website processes orders to Canada and the USA only due to differences in regulations for different countries. If your shipping address is outside Canada and USA, please contact us for arrangements.

Normally, we process all orders within 1-2 business days. It may take additional 1-2 business days to process your order during the peak season (November-December).  If there is a delay with your order, we’ll contact you by email.

Our shipments go with either Purolator or Canada Post. Choose your carrier at checkout. We will send you the tracking number and shipping confirmation by email, when your order is shipped.

Shipping Fees

Shipping to Quebec and Ontario:

• Canada Post: is $9.50+taxes, free for orders $80+*
• Purolator**: $15+taxes

Shipping to Bristish Columbia, Alberta and North West Territories: 

• Canada Post: is $16+taxes, free for orders $175+*
• Purolator**: $25+taxes

Shipping to the rest of Canada: 

• Canada Post: is $12+taxes, free for orders $120+*
• Purolator**: $21+taxes

* – before taxes and after all discounts

** – we may refuse shipping with Purolator if shipping costs are unreasonable.

Shipping to the USA

Shipping fee – $20 (Canada Post)

When you place your order, 50% deposit will be added to process US duties, associated fees and taxes. After all the fees are paid, unused portion of the deposit will be refunded. We use ZONOS for clearance. Please, give us additional time to prepare all paperwork. We’ll try to ship your order as soon as possible, but it may take up to 5 business days to process your order.

Shipping to Other Countries

Please email us (info@artmaterials.ca):

• the items you’re planning to buy from us
• your full name and shipping address
• your phone number

and we will contact Canada Post for the quotes and shipping options.

If you find a quote acceptable, we will invoice you and ship your order after the payment is complete.

Refunds and Returns

Our refund and returns policy lasts 45 days. If 45 days have passed since you made a purchase, we may not be able to offer you a full refund. Then, the store credit can be issued. We normally issue refunds within 3 business days. It takes 5-7 business days to see a transaction in your online banking after the refund is processed.  Please read the conditions below.

Non-refundable items

We’re sorry, but some items are not refundable due to current regulations:

• Gift cards

If you change your mind

If you changed your mind or realized you bought the wrong product, please contact us at info@artmaterials.ca as soon as possible before we ship it. If the item has been already shipped we can’t modify your order or cancel it. But you can proceed with a return process.

Let us know which items you don’t want anymore, and we’ll get back to you with simple instructions. We’re not providing return shipping labels, so all the shipping costs of return shall be covered by the customer. Once we receive your shipment, we’ll issue a refund for the returned products to your original method of payment within 3 business days.

Should you have any questions please contact us at info@artmaterials.ca 

If the item is defective

Some items may be defective due to a manufacturer’s fault. If you experience an issue, please contact us and we’ll either send you a replacement at no cost or provide a full refund.

Please note that damage caused by misuse is not considered a manufacturer’s defect.

If some items are missing

If something you ordered is missing from your parcel, please take a moment to check the packaging carefully. Some items may be wrapped in paper and can easily be mistaken for packing material. We’ve had cases where customers accidentally discarded items, only to find them later in the recycling or trash.

If, after checking thoroughly, the item is still missing, please contact us—we’ll be happy to issue a refund.

If the box arrived damaged

We primarily ship with Canada Post, and all shipments are insured for up to $100. If your package arrives damaged, please notify us as soon as possible and provide clear photos as evidence.

Need help?

Contact us at info@artmaterials.ca with your questions. If you have some difficulties ordering online, we can always place your order manually. Simply send us an email.