FAQs

CONTACT

I emailed you but did not get a reply? 

We ALWAYS reply to emails within 24 hours, so if you have not heard back from us please CHECK your spam folders etc within your email account.

Our emails sometimes get hidden in there!

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

 

RETURNS & EXCHANGES

Basic Refund Policy

Prints: These have a full 100-day refund guarantee for any defects/postal damage. If item is defective, we will replace it at no cost to you.

Just email us via support@gearden.com with a photo demonstrating the issue. 

You cannot return items unless they are defective. We cannot refund for size changes as our items are bespoke, custom-made goods that are handmade to order (Please refer to the sizing chart on the page before ordering).

We cannot refund on user errors/typos etc entered on personalized items. Personalized entries are cut and pasted exactly as entered - you MUST ensure these are correct. 

  • For all applicable returns, please contact us via support@gearden.com
  • Our return policy for applicable items is 100 days. 
  • Please Note: Customer pays return shipping on exchanges. You can ship back to us any way you like - but you must include a tracking link. If you have a question about your return, contact us at support@gearden.com.  

 

What do I do if I received the wrong item or my item is defective?

  • If this happens, we are truly sorry. Please email us at support@gearden.com and tell us your order number and how we messed up (please include a photo showing the issue).  
  • We will take care of you and cover all costs of getting you the right item. We will send you a new item and pay for your shipping to send that one back to us. We are human and do make mistakes.  We will make sure to correct the issue ASAP!

 

I want to change an order

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

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). 

 

I want to cancel an order

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).

 

SHIPPING

How much is shipping?

  • Free shipping for all US orders over $40 (automatically applied at checkout)
  • US orders under $39.90 - shipping is $4.95.
  • CA orders - shipping varies with price of order. This will be calculated at your checkout page before you pay. 

 

Do you ship internationally?

  • Yes! We ship worldwide! However some of our larger canvas items can only be shipped to the USA, UK and Canada. Please email us if you have any specific questions. 

 

My bank charged me a transaction fee - why?

We have offices in the UK where some payments go, so your bank may charge you an international transaction fee.

Please note this fee is charged by, and the proceeds of that goes to your bank, and not to us. We are not liable for any banking transaction fees.

 

How do I track my package?

  • You can check on the status of your order at any time by emailing the customer support desk at support@gearden.com. 

 

How long does it take for an order to arrive?

  • This depends on the product ordered. Our printed products are printed on demand.  It typically takes about 7-14 days to get your item printed, shipped, and delivered. All items ship from our US print facility (or Canada for our Canadian customers) and have tracking numbers available. 
  • For non-US orders, please allow 10-20 days for delivery
  • If you're still not sure, just email us. We're happy to help.

 

I ordered 2+ items, but only received one... where's my order?

  • Since we print on demand and we have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. 

 

    Tracking shows the item was delivered but I have not received it?

    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.

     

    CANVAS PRINTS

    Do these come ready to hang?

    Yes!Every one of our prints are sent out stretched on a wooden frame, so you can hang them as soon as they arrive!

     

      APPAREL

      What type of leggings do you print on?

      • We print on the finest polyester/spandex leggings which are made of a comfortable microfiber yarn, and they'll never lose their stretch.

       

      How are they printed?

      Our leggings are all handmade, created uniquely for you. Watch the video below to see how they are made:

      What is the sizing on your leggings?

       

      STILL HAVE QUESTIONS?

      • Sure, no problem! Just email us at support@gearden.com and we'll get back to you right away. 

      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).