Shipping & Delivery
Clear expectations for free shipping, processing, tracking, and delivery.
Free standard shipping
Free standard shipping is included on Scratch Canvas sets and replacement panels. There is no minimum order threshold for these qualifying products.
At a glance
- Shipping cost
- Free standard shipping on Scratch Canvas sets + replacement panels
- Processing
- Most in-stock orders prepared within 2–4 business days
- Tracking
- Tracking sent by email when the order ships
- Destinations
- All 50 U.S. states, with the address exclusions below
What ships free
Qualifying products
Scratch Canvas sets + replacement panels
Free standard shipping applies to the Scratch Canvas Bundle, Scratch Canvas Tiger, Scratch Canvas Koi, and Tiger/Koi replacement panels.
Small add-ons
They ride with a qualifying order
Certain small add-ons are offered only with a qualifying shippable order. There is no separate shipping charge for an eligible add-on included with that order. Standalone add-on shipping is not currently offered.
How shipping works
Order placed: We begin processing after successful payment.
Prepared: Most in-stock orders are prepared within 2–4 business days. Weekends and U.S. holidays are not business days.
Handed to the carrier: We use a tracked standard service with USPS or UPS based on the package and destination.
Tracking sent: You receive tracking at the email address used at checkout when the order ships.
Delivery estimates and shipping delays
Once the carrier accepts the package, delivery timing depends on the destination and carrier network. The tracking page provides the best current estimate. Carrier delivery dates are estimates, not guarantees. Weather, holiday volume, service disruptions, and other conditions outside our control can affect transit time.
If we expect a pre-shipment delay
If we expect to miss our published processing window, we will contact you with updated timing and the option to cancel the unshipped order for a full refund.
Where we ship
We currently ship to all 50 U.S. states. We do not currently ship internationally, to U.S. territories, PO boxes, or APO/FPO/DPO addresses.
Need help with a shipment?
Address change
Contact us before shipment
Email hello@thescratchcanvas.com as soon as possible. We will make the change if we can, but changes are not guaranteed after fulfillment begins or the package is handed to the carrier. Carrier rerouting may be limited or may involve additional charges.
Delayed or missing
Start with tracking
Check the tracking link first. If the expected delivery date passes, tracking stops updating for an unusual amount of time, or the package cannot be located, contact us. We will review the shipment and work with the carrier when an investigation or claim is appropriate.
Marked delivered
Cannot find the package
Check the delivery area, building or mail room, and anyone else at the address who may have brought it inside. If it still cannot be located, contact us so we can review the carrier record and next steps.
Damaged in transit
Keep the packaging for now
Contact us as soon as possible. Please keep the product and shipping packaging long enough to document the problem, and include clear photos of the product, box or mailer, shipping label, and visible package damage when possible.
When the problem is ours
If an order arrives damaged, defective, incomplete, or incorrect, Scratch Canvas takes responsibility for making it right. If a return shipment is needed for one of those reasons, we cover the return shipping.
Order changes, availability, and pickup
- Need to change or cancel an order? Contact us immediately. We will help when the order has not yet shipped, but changes are not guaranteed once fulfillment has started.
- We do not intentionally take ordinary backorders. If an item is not ready to ship, it will normally be marked unavailable, coming soon, or otherwise clearly identified before purchase unless a specific preorder is intentionally offered.
- Local pickup is not currently an online checkout option. Products may be available for direct purchase at announced markets, craft shows, and other in-person events.
Returns
Our 14-day Returns & Refunds Policy applies separately from outbound shipping. For an eligible preference return, the customer is responsible for return shipping. If the return is needed because of a damaged, defective, incomplete, or incorrect order, Scratch Canvas covers return shipping when required.
Questions?
This policy does not limit any rights or remedies available under applicable law.