Refund policy

Last updated: August 5, 2026

Every The John Art Store print is produced to order. Please review the size, frame colour, delivery address, and other order details carefully before purchasing.

Change-of-mind returns and exchanges

Because our products are made specifically for each order, we do not accept returns or exchanges for change of mind, an incorrect size or frame selection, or an address entered incorrectly after production has started. Contact us immediately if you need to change or cancel an order. We will try to help, but production can begin quickly and changes or cancellations are not guaranteed.

Damaged, defective, incorrect, or incomplete orders

If your order arrives damaged, defective, incorrect, or missing an item, contact us within 30 days of delivery. Include your order number, a description of the problem, and clear photos of the product, its packaging, and the shipping label. Once the issue is verified, we will arrange a replacement at no additional cost. If a replacement is not reasonably available, we will provide an appropriate refund.

Lost shipments

If tracking has not updated or your package has not arrived by the estimated delivery date, contact us promptly. Claims for packages believed to be lost must be submitted within 30 days after the estimated delivery date so we can investigate with the carrier and fulfillment partner.

Incorrect or undeliverable addresses

Customers are responsible for providing a complete and accurate delivery address. If a package is returned, rejected, unclaimed, or disposed of because of an incorrect or incomplete address, the cost of producing and shipping a replacement may be charged to the customer unless the error was ours.

Approved refunds

Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the credit appears. Shipping charges are refundable only when required by law or when the issue was caused by us.

How to request help

Use our contact form, email craig@novaloop.ca, or call +1 (604) 506-8846. Do not send an item to our business address unless we have provided written return instructions; our fulfillment partner does not maintain a general customer return address.

Nothing in this policy limits any non-waivable rights available to you under applicable consumer protection law.