SHIPPING, PICK-UP’S & RETURNS
Our shipping rates are based on the dollar value of your order before taxes, and the rate will vary depending on where your package is traveling to within Canada. The majority of our orders are shipped via FedEx. If you prefer an alternate carrier for your package, please telephone us toll-free within Canada at 1.800.591.1615 to place your order. Please note that our staff will need to calculate your actual shipping costs which will be applied to your order.
Shipping rates do not apply to Educational account holders if placing your order online. Please contact our Order Desk for shipping details.
Shipping charges on orders which are overweight or oversized will be subject to a surcharge. Additional charges may also apply for delivery to remote areas. In these instances we will contact you to confirm the cost of shipping before shipping your order. In such cases you will be contacted by our Order Department with more information on costs.
Oversized shipments are defined as 30″x40″ and up, and/or 50 lbs. or more. Some examples of oversized and overweight products include furniture & equipment such as some easels, drawing tables, most clays, printing presses, large boards, large pre-stretched canvas and rolls of canvas, paper cutters.
Orders will normally leave our warehouse within 4-6 business days after you place your order. However, occasionally we may experience a large increase in volume of orders due to promotions or seasonal events. Although we always work to get orders out promptly, these factors may result in longer than normal shipping and handling times.
Please note that the date you can expect to receive your purchase is determined by the method of shipment and where your parcel is being shipped.
We accept American Express, Visa, or Mastercard. If you are interested in paying by cheque or money order, please telephone our Mail Order Department at 1.800.591.1615 to place your order.
Occasionally we run into out-of-stock situations because of supply fluctuations. If we happen to be out-of-stock on a particular item, we will contact you to discuss a substitute product. If no substitute is available, then we will ship your order and cancel/refund any backorders.
When your parcel arrives, please take a quick look to see if the package is damaged in any way. If there is substantial damage to the package or your goods, please write ‘Damaged’ on the shipping slip above your signature in order to refuse the package and establish a claim. Please contact our Mail Order Department to let us know of any damages within 7 days of receiving your order.
U.S. / International Orders
Customers wanting to place an order, to be shipped anywhere in the U.S. or Internationally, will be contacted by a staff member with a quote for the shipping charges. You will be responsible for any customs charges or taxes. We are not responsible for any delays this may cause. We are happy to work out shipping quotes or freight totals for US and International customers.
Pick-Up in Store
Contactless Curbside Pick-Up
We are now offering Contactless Pick-Up at all Above Ground locations. Place your order online, and select Pick-Up instead of delivery at checkout. If you would prefer to pick up your order at a location other than our 74 McCaul St. store, please note your preferred store in the Comments section of your shopping cart while checking out. You can also email us at firstname.lastname@example.org with your order number and preferred pick-up store should you forget to include this information in the Comments of your order. When your order is ready for pick-up, we will contact you with an email or phone call to schedule your date/time. Estimated pick-up time: 2-3 business days depending on your order. Pick-ups are scheduled during each location’s store hours. When you arrive to pick up your order, please call your chosen location. Our staff will be happy to have your order ready and waiting inside the store or can place it outside our door at a safe distance for you to collect for a contact-free pick-up.
Important Details: Estimated order turnaround and pick-up time is subject to availability and booking, and not guaranteed. We are unable to accommodate same-day requests, and all pickups must be prebooked with staff.
If you have any questions, please call us at 1.800.591.1615 or email us at email@example.com
Returns and Exchanges
Just like our bricks and mortar store, abovegroundartsupplies.com wants to make your shopping experience a satisfying one. If you need to return or exchange any of your purchases, we want it to be a convenient and simple process. Our customers have 15 days for a return and 30 days for an exchange.
All items being returned must be in their original condition and packaging and unused. Shipping and handling fees become the responsibility of the customer and are non-refundable. We will waive the shipping and handling fees if the incorrect products were shipped or if they were found to be defective. Please note that it will take approximately 2 weeks to process your return. Once processed, the refund amount will be credited to your credit card.
The returned items should be sent back with the original packing slip as well as an explanation for the reason of return. Once processed, your credit card will be credited, minus shipping / handling charges. Some products are exchange / store credit only or FINAL SALE and cannot be returned. Refunds will be made in the form of the original payment.
Exchange / Store Credit
Exchange / Store Credit Only (within 30 days of purchase with receipt unused and in its original packaging): Portfolios, Presentation books / cases, Presentation Inserts, Storage Boxes, Gallery Frames, Hot Wire Foam Factory tools & accessories, Mat Cutting tools & accessories, books, easels, drafting tables, projectors and light boxes.
Above Ground Art Supplies reserves the right to amend the following list at our discretion.
- Clearance or Discontinued or Tent Event items
- Special / Custom orders (includes bulk orders of regularly stocked items)
- Papers & Boards
- Pens & Markers
- Gift Cards
- Workshops & Events
- Cut items (canvas, paper, tarlatan and vinyl)
- Spray Paint & Spray Glue
- Airbrushes & Compressors (includes compressed air cans)
- Above Ground Art Supplies Gift Cards