Shipping policy

Order Processing Time

Every Memory Canvas Co kit is made to order once you upload your photo, nothing is pre-made or held in stock. Please allow 2–3 business days for your order to be prepared before it's handed to our shipping partners.

Our team checks every uploaded photo to make sure it will print at the best possible quality. If we need to confirm anything with you before printing begins, for example a better resolution photo, or a couple of layout options to choose from, we'll email you. Please check your inbox (and spam folder) after placing your order, as a reply from us may be needed before we can start printing, and this can affect your delivery timeframe.

During busy periods (e.g. Christmas, Mother's Day), processing may take a little longer. We'll let you know if there's a delay.

How Your Order Is Made & Shipped

Your kit is custom produced specifically for you based on the photo you upload, then shipped directly to your door. Because each piece is individually made rather than pulled from shelf stock, total delivery time reflects both production and transit; it isn't an overnight-style delivery.

Delivery Estimates

*These are estimates, not guarantees, and are in addition to the 2–3 day processing time above. Delivery times can be affected by your location, customs processing, public holidays, and courier delays outside our control.

Shipping Address Accuracy

Please double-check your delivery address at checkout. Once an order has been dispatched we're unable to redirect it, and re-shipping to a corrected address may incur an additional cost. If you spot an error, contact us as soon as possible after ordering (before dispatch) and we'll do what we can to fix it.

Shipping Restrictions

We currently ship to residential and business addresses across Australia. We're unable to deliver to PO Boxes, as some kits may not fit. Additional delivery charges may apply for rural or remote addresses. If this affects your order, we'll be in touch before dispatch.

Lost or Damaged Parcels

If your order arrives damaged, or doesn't arrive at all, contact us with your order number (and photos of any damage) and we'll arrange a replacement or refund at no cost to you. This doesn't cover parcels confirmed as delivered by the courier but later go missing from your premises (e.g. theft after delivery). For that, we'd recommend contacting the courier directly, and we're happy to help you do that.

Returns, Refunds & Your Consumer Rights

Because each kit is custom-made from your own photo, we're not able to offer refunds or exchanges for change of mind.

This doesn't affect your rights under the Australian Consumer Law (ACL). If your item arrives faulty, significantly different from what was described, or not fit for purpose, you're entitled to a repair, replacement, or refund regardless of its custom or personalised nature. Contact us and we'll sort it out.

Limitation of Liability

While we do everything we can to get your order to you on time and in good condition, we're not responsible for delays caused by couriers, customs, extreme weather, or other events outside our control.

Contact Us

Questions about your order or this policy? Reach us at memorycanvas@gmail.com.