Frequently Asked Questions
How long does it typically take to receive my order?
Our team will typically take 1-2 business days to fulfill your order, you can expect to receive your order within 3- 5 business days depending on your location and courier.
Can I also collect any online purchases I make?
Yes, during check-out you can always select the pick-up option at one of our locations. Because of the difference in our product and brand selection per location, products are often only available at one of our locations and not all. So make sure to check whether the availability of your purchase is at the desired location.
Where can I contact you?
Our support team is ready to help you by answering any emails coming to support@thecanvas.nyc. If you happen to live close to any of our stores, you’re always welcome to come in and ask for any advice or help from our in-store team.
What type of brands can I expect to find on The Canvas’ platform?
The Canvas community consists of a group of international emerging brands that manufacture their goods and run their operations in an ethical and sustainable way. Many of these brands are young businesses breaking into the US market or local US brands that are breaking into the retail market.
You can expect to find many unique and exciting products that are made for fashion minded and curious consumers, looking for something new. Most of our brands do not have a big retail presence yet and might be unknown to you
How does The Canvas approach sustainability and curate its brands?
At The Canvas, we are committed to reshaping the fashion industry by embracing sustainability as a core value. Our approach to sustainability goes beyond the traditional confines of eco-friendly materials and ethical practices; instead, we have adopted the United Nations Sustainable Development Goals (SDGs) as a comprehensive framework to guide our journey towards a more sustainable future.
The UN SDGs provide a universal language for addressing global challenges, offering a set of 17 goals that encompass environmental, social, and economic dimensions. By aligning our practices with these goals, The Canvas aims to contribute to a positive impact on a global scale while recognizing and addressing the unique challenges within the local contexts where we operate.
The Canvas understands that sustainability is not a one-size-fits-all concept. By incorporating the UN SDGs into our framework, we acknowledge the diverse challenges faced by different communities and regions. We work closely with local artisans and manufacturers, respecting their cultural heritage and promoting sustainable practices that align with both global goals and local needs.
Our commitment to the UN SDGs enables The Canvas to measure, monitor, and report on our sustainability progress transparently. Through this framework, we strive to inspire positive change within the fashion industry, encouraging other brands to adopt sustainable practices and contribute collectively to a more equitable and environmentally conscious future.
Our Return Policy
At The Canvas, we aim to ensure that you are completely satisfied with your purchase. If you are not, we offer a straightforward return process outlined below.
Processing & Shipping
- Orders are fulfilled within 2 business days of purchase.
- We currently only ship within the United States.
Return Eligibility & Timeframe
- You have 14 days from the confirmed delivery date (per the courier’s tracking information) to initiate a return.
- Items must be unused, unworn, and in their original condition with all tags and packaging intact.
- Final sale items, gift cards, and certain personal-use items (e.g., undergarments, beauty products) cannot be returned.
How to Return Your Item
- Log your return request in our Return Portal above.
- Package your item securely and send it back using a trackable shipping method.
- Customers are responsible for return shipping costs.
- Once your return is received and inspected, we will process your refund.
Refund Processing
- Refunds will be issued to the original payment method within 5-10 business days after the return is processed.
- Shipping costs from the original order, if present, are non-refundable.
- You will receive an email confirmation when your refund has been issued.
Exchanges
- At this time, we do not offer direct exchanges. If you need a different size or item, please place a new order and return the original item.
Damaged or Incorrect Items
- If you received a damaged, defective, or incorrect item, please contact us at support@thecanvas.nyc within 5 days of delivery with photos and your order number.
Need Assistance?
For any return inquiries, reach out to our customer support team at support@thecanvas.nyc.r your section.