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Frequently Asked Questions

Are your products sustainable?

Both the canvas and the wood frame are sustainably sourced (FSC-certified materials). Also, a mounting kit to hang them on the wall is included.

What is the thickness of the canvas?

Slim canvas has a 2-3 cm (0.8-1.2") thick frame

What is the canavs printing material?

Canvas substrate is a coated fabric, cotton, and polyester blend (polyester 50-70%/cotton 30-50%);

Weight is approximately 300-350gsm/110-130lb cover;

Thickness is 350-400 microns;

Canvas substrate whiteness is approximately CIE 130.

What is included in the mounting kit?

The hanging kit is included with the canvas in the order:

  • 1 x sawtooth bracket

  • 2 x screws or nails - used to assemble the sawtooth bracket to the canvas frame (usually done during the production process)

  • 1 x hook

How are orders packaged?

Based on our experience shipping orders worldwide and supported by our customer feedback, we have defined the most efficient and damage-resistant ways to package our products to ensure compliance with local shipping requirements as well as the lowest damage rate.

Packaged Poster:

  • We use different packaging depending on the size of the poster as well as the country to which the item is produced and shipped.

  • Our standard packaging for posters is:

  • Flat for posters up to A4 (up to 100 posters per package)

  • Tube for posters above A4 (up to 5 posters per tube)

  • At the same time, there are some exceptions due to specific requirements in some countries and with some shipping providers:

  • Tube with shipping roll: It might be used in the following countries DK, DE, NO, CH, FR, UK, AU, SG, NL, BE, AT 

  • ​Triangular/rectangular boxes: Typically used in the US, Canada and Brazil

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Packaging material posters.jpg
Triangle.png

Triangular/rectangular

Packaged Canvas:

  • These products are packaged with strong edges to protect the items. In addition, we wrap the item in bubble plastic/craft for additional protection. Example of packaging below:

Bubble Wrap.jpeg
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What if a product is damaged?

  • In the unfortunate case that your customer's order arrives damaged in the mail, please Report a problem on the order details page within 30 days of your customer receiving the item and we will be happy to send you a replacement order. Be sure to include:

    • A description of the problem and details about how the order was packaged.

    • Pictures of the damaged order item(s) and its packaging (outside of the packaging and its inserts).

  • The pictures are very important for our team for internal reporting. We will also ask you 'Is the package also damaged?' along with requesting photo evidence, as when an order arrives damaged, we trigger an internal investigation with our print and logistics partners to ensure that this doesn't occur again and that any improvements are applied as soon as possible. We highly appreciate your input in answering all the questions and providing us with all the valuable pictures. 

  • If your order contains more than one item, please let us know if you will require a reprint for all items.

  • Alternatively, you can also get in touch with our support team with the above information.
    Info@canvivo.com
     

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