Orders & Delivery FAQs

Contacting Us

Email us at support@gearden.com and we'll get back to you within 24 hours. 

Please read all relevant information on this page before contacting us.

We ALWAYS reply to emails within 24 hours.

CHECK your spam folders etc If you have not heard back from us.

Check you have given us your correct email address, otherwise you will not receive our replies. 

Please read ALL information below before contacting us regarding an order update.

DELIVERY Questions

Please check the current production times which are in your order confirmation email. 

Once the order is made ready to ship, you will be notified immediately with an email that will include tracking details. Note that until the order ships, we are unable to provide any updates. 

This is due to the highly automated printing process.

We will therefore not be able to provide any information on when an order is ready to ship, further to the production times

UPDATED December 13 2021:

We will have indicated on the product page at your time of order whether or not your order is likely to reach you before Christmas.

Unfortunately due to current circumstances, this year we are unable to give any guarantees that orders will definitely arrive in time for Christmas.

There are occasional delays with couriers. If you are affected by this, we are truly sorry.

You can read more on this here.

Many thanks for your continued understanding and support.

Once your order has shipped, you can track your order with the tracking link that we email you or by visiting this page.

Since we print on demand, when you order multiple items at a time, they may be shipped separately.

You may receive one item before the next.

So don't worry if you don't receive all of your items at once…they are on the way. 

 

Please email us if this happens! We will send a replacement at our expense to an alternative address you provide, if an item is marked as delivered but you have not received it.

We cannot refund on items that are tracked as delivered.

We are seeing frequent delays due to current circumstances.

Spme cities and regions are affected more so than others. 

At busy times, some facilities have hundreds of semi trailers in their parking lot waiting to be sorted. So if you call the courier and ask if they have it, they say they don't, because technically they don't as it was dropped off in the parking lot and is still waiting to be processed.

Even if we made a replacement with the processing delays it would not get to your customer any faster.

Here are some news articles on the issues > OneTwo

We will however replace any orders that show no movement by couriers tracking by more than 14 days. 

There are also some issues with tracking pages being slow to update with some couriers. 

We thank you for your patience and understanding with this. 

If your shipment is unduly delayed (i.e. tracking hasn't moved for 14 days) - reach out to us here

Order changes

No problem! If you need to edit order items, quantities or your shipping address, then contact us via email.

You must let us know within two hours of placing your order, by emailing us with your order number. 

If you contact us after two hours of the order being placed, we may already have designed your canvas. 

If we are able to make any changes, there will be a $15 design fee for more complex designs (eg those involving word art or placing multiple names on the design). 

No problem! Just let us know within two hours of placing your order, with your order number. 

We may not be able to accept cancellations once two hours has passed:

If an item has entered production, we will not be able to cancel at that stage. 

If an item has not entered production, but we have designed the print, a $15 design fee will be charged (for more complex designs).