Shipping and Ordering Information

Welcome to Opus' Online Ordering and Mail Order Services.

For detailed information regarding shipping or ordering, please refer to the topics below or contact us directly via email: sales@opusframing.com or toll-free at 1-800-663-6953. Our Mail Order business hours are Monday to Friday, 8:30 am - 4:30 pm, Pacific Standard Time. Please note that it may take us 1-2 business days to respond to email inquiries.

Please note that all prices are in Canadian dollars, and at this time we only provide shipping within Canada.

1. Shopping at Opus
2. Service Standards & Options
3. Shipping Rates
4. Methods of Payment
5. Shipping Exceptions
6. Frames with Glass
7. Returns & Exchanges

Shopping at Opus

We have many different options available for shopping, to suit almost every type of person or business. If you have questions about our services, please ask us as that is the best way we can assist you.

Shop online: Our online store is open 24/7, so you can shop in your pjs!

Shop by phone: Our Mail Order & Account Services Department is open Monday to Friday from 8:30 am - 4:30 pm PST. To reach us, please telephone our toll free number 1-800-663-6953 or if you are calling locally you can reach us at 604-435-9991 ext. 1.

Shop in our stores: Shop in person at any of our stores.

Shop by fax: Download our Fax order form. Orders can be faxed to 604-435-9941. We will contact you if the transmission is unclear, of if we have questions regarding your order.

Shop by email: You can reach us by email at sales@opusframing.com. When ordering via email, please include your complete contact information so we can reach you for your method of payment. We recommend that you do not send your method of payment via email because it is not secure.

Shop by mail: If you prefer to send us your order in the mail, please address it to Opus Framing & Art Supplies, Mail Order & Account Services, 3445 Cornett Road, Vancouver, BC V5M 2H3.

Business-to-Business services: If you are a medium or large sized business which typically orders product in larger quantities or requires specific product needs and pricing quotes, then please contact our Outside Sales & Business Services at 604-435-9991 Ext. 2203 or email: b2b@opusframing.com

Schools or School Districts: We have always maintained an active profile in supporting art education. We do this by providing educational pricing on supplies purchased for classroom use. If you or your school is interested in ordering and setting up a school account, please phone us at 1-800-663-6953 or 604-435-9991 ext. 1, or email us at sales@opusframing.com

Please note: When ordering by fax, email or mail, please include as much detail as possible regarding the items you are interested in to help expedite your order. One of our staff will be in contact with you if we are unsure of any items on your order.

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Service Standards & Options:

TURN AROUND TIME:

It normally takes 3-5 business days to pick and pack your order prior to shipping it, and between 1-10 days for delivery. The date you can expect to receive your order is determined by the method of shipment and where your delivery is being shipped to. Please refer to our Shipping Exceptions for details on possible limitations or restrictions.

During holidays and busier periods, orders may take an additional 2-3 days to leave our warehouse. In the event of an unavoidable delay, we will make every effort to contact you about any delays.

Special Orders take approximately 4-8 weeks for delivery, depending on the supplier. Our customer service staff will be able to give you an estimated time of arrival for your order at the time your Special Order is placed.

RECEIVING YOUR ORDER:

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 & Online Sales Department to let us know of any damages.

RUSH ORDERS:

If you require your order to be processed as a RUSH order, please telephone us at 1-800-663-6953. Please note there is a $10 rush fee for all rush orders. For same day processing of art supplies at our Cornett Road warehouse, all orders must be placed before 10:00 am that day. For next day processing, all orders must be placed before 12:00 pm.

If you require a rush frame, mat board or foam board order, or if you are hoping to pick your order up at one of our store locations, please contact us for details. Turnaround times will vary due to manufacturing time and our store delivery schedule.

OUT OF STOCK ITEMS:

If you are shopping via telephone, fax, email or mail, we will ship the in-stock items immediately and place the item(s) on 'Backorder' for you. You will only be charged for those items sent to you, however you will pay Shipping Fees based on the total amount of your order. This will ensure that you qualify for the appropriate Shipping Rate. Once your item is back in stock, we will ship your Backorder at no additional shipping charge to you.

If you have placed your order Online, we will contact you to confirm if you would like to keep your item on Backorder. If you do not, we will refund you for the amount of that item. We do this because when you order online, your entire order is pre-paid.

If you are ordering via an A/R Account, all your orders - including Backordered items - will be shipped out at actual freight. If you prefer to not have any out of stock items placed on Backorder, please let us know at the time you place your order.

PRE-PAID PICK-UPS:

At this time our pre-paid pick up service is only available by telephoning our Mail Order & Account Services Department at 1-800-663-6953.

This service allows you to order your products and pay for them over the telephone and have it delivered to one of our store locations for pick up. We will send your order out with our scheduled store delivery, or we can hold it at our Vancouver warehouse.

SPECIAL ORDERS:

Looking for something that you cannot easily find? We can find out if it is available and order it in for you. Please note that Special orders require payment in full before the order is placed, and minimum quantities may apply. Special orders can be placed at any of our store locations or you can place your order through our Mail Order Department. Once your order arrives, you can pick it up at any of our stores or we can arrange to have it shipped to you (shipping charges may apply).

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Standard Shipping Rates

Our standard shipping rates are based on the dollar value of your order, and the rate and delivery time will vary depending on where your package is traveling to within Canada. Please refer to our Shipping Exceptions for details on possible limitations or restrictions.

With delivery via our standard shipping option, you can expect your order to arrive in 2-7 business days within BC. Orders outside of BC usually take between 3-10 business days, however some rural or remote areas may take longer. The majority of our orders are shipped via Canada Post Expedited Parcel or UPS.

Looking for faster delivery service? You can also select Priority Courier Service during your online check-out, located in the drop-down menu.

If you prefer an alternate carrier for your package, please telephone us toll-free within Canada at 1-800-663-6953 to place your order. Please note that our staff will need to calculate your actual shipping costs which will be applied to your order.

Cost of your order (before taxes):	Shipping Fee:
British Columbia & Alberta
$10.00 - $74.99 $75.00 - $149.99 $150 & UP	$15.00 $10.00 FREE
Yukon Territory, Saskatchewan & Manitoba
$10.00 - $74.99 $75.00 - $149.99 $150 - $249.99 $250 & UP	$20.00 $15.00 $10.00 FREE
Ontario, Quebec, Northwest Territories, Nunavut, Newfoundland-Labrador, New Brunswick, Nova Scotia & PEI
$0.00 - $74.99 $75.00 - $149.99 $150.00 & UP	$25.00 $20.00 $15.00

Priority Courier Service

Looking for faster delivery service? Please contact us, toll-free, at 1-800-663-6953 so that we can help you in person and provide a quote.

After leaving our warehouse, orders shipped via Priority Courier usually take 1-5 business days within BC. Orders outside of BC usually take between 1-7 business days, however some rural or remote areas will take longer. Please refer to our Shipping Exceptions for details on possible limitations or restrictions.

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Methods of Payment

We accept Visa, Mastercard and American Express only. If you are interested in paying by cheque or money order, please telephone our Mail Order Department toll-free at 1-800-663-6953 to place your order.

GOODS & SERVICE TAX (GST):

GST is paid on your total order including shipping charges, except for those provinces where HST (Harmonized Provincial and Federal Tax) is applied. If you have questions about GST please contact our Mail Order Department at 1-800-663-6953 or email sales@opusframing.com.

HARMONIZED PROVINCIAL AND FEDERAL TAX (HST):

Orders shipped outside of B.C. will not be charged the B.C. rate of HST, however, customers in Nova Scotia, Newfoundland, PEI and New Brunswick will have their specific provincial rate of the HST (Harmonized Provincial and Federal Tax) applied to their orders.

GST is paid on your total order including shipping charges, except for those provinces where HST (Harmonized Provincial and Federal Tax) is applied.

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Shipping Exceptions

When you see a picture of a shipping truck, it means that your product will require special shipping requirements. Surcharges will apply to orders which contain items which are overweight or oversized, or require special handling because of other considerations.

Any products which are considered a Dangerous Good require special shipping and handling. Examples of Dangerous Goods are spray paint, solvents and some varnishes. Dangerous Goods can only be shipped via Ground and cannot be sent by a faster delivery method (for example Priority Courier).

Products which can be damaged by cold temperatures at certain times of the year may also require special considerations such as being shipped in a heated truck.

Some examples of oversized and overweight products include bulk framing orders, furniture & equipment such as large easels, drawing tables, printing presses, oversize boards, larger pre-stretched canvas, and rolls of canvas.

In these instances we will contact you to confirm the cost of shipping before shipping your order. Please note that any item in these categories will be shipped at actual freight.

If you have any questions regarding these or other items, please contact us at 1-800-663-6953 or email sales@opusframing.com.

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Frames Containing Glass

When you see this symbol it means that your order contains glass that is at risk for breakage during transfer.

For safety reasons and to avoid breakage, frames containing glass are only available for mail order in the following options:
(a) in select "shipping packs" of 5 (our most popular sizes and styles)
(b) in sizes up to 16"x 20" only
Please refer to our product category for frames available for mail order for a list of which frames are readily available to order.

Please note:
1. We offer select "mail order shipping packs" in our most popular frames and sizes. "Shipping packs" contain 5 frames packed specifically for mail order because glass is wrapped separately as a "brick" to help reduce breakage.* Some assembly will be required. You may order these online or by telephone.
*Please note: our shipping packs are designed to help reduce breakage however in some cases breakage may still occur. In this case we request that you contact us immediately for assistance.
2. We can custom order frames without glass so that you can purchase your glass locally instead. Or you can order a custom frame with Plexiglas. To place a custom order, please contact us toll-free at 1-800-663-6953.
3. We have several ready-made frames available which do not include glass, designed primarily for framing works of art on canvas. These are available for purchase online or by telephone.
4. If you wish to purchase any of our frames in larger quantities, we may be able to determine a safer method of shipping using a pallet and specifying the type of carrier. Please contact us at 1-800-663-6953 to discuss your options.
5. If you wish to purchase ready-made frames containing glass and your choices are not listed in our frames available for mail order section, please contact our Mail Order department by telephone at 1-800-663-6953. In some cases we may be able to assist you however please be aware that any purchase of frames containing glass (which we have not recommended for mail order) will be at your own risk. Your purchase will be at considered a final sale and we will not reimburse you for any damage or breakage which may occur during transport.

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Returns & Exchanges

We understand that making a purchase online or through a Mail Order service can sometimes mean that you receive something that you are not completely satisfied with. If you are not satisfied with an item, we will take any reasonable action to amend the situation. Please contact us within 30 days to discuss a refund or exchange.

Please contact us at 1-800-663-6953 or sales@opusframing.com to obtain a Return Authorization Number for Mail Order or Online returns or exchanges. In some cases you may be able to return your purchase to an Opus store, if it's more convenient for you, however we still recommend you contact our Mail Order department first to make arrangments.

RECEIVING YOUR ORDER:

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 & Online Sales Department to let us know of any damages.

EXCEPTIONS:

Some purchases may be a final sale, for example in the case of frames shipped with glass or clearance items. We will apply a 20% restocking fee if the item was cut to your specifications, as is the case with custom framing and matting.

All Special Order Items and Clearance Items are considered a final sale.

RETURN AUTHORIZATION NUMBER:

Please contact our Mail Order Department at 1-800-663-6953 or sales@opusframing.com to obtain a Return Authorization Number if you are returning your item to our Mail Order & Online Sales Department. Please ensure that this number is written on the outside of your package.

SHIPPING RETURNED ITEMS BACK TO US:

We cannot process refunds until we have received the product back in good condition. If you are shipping something back to us, we do ask that you ensure the product is properly and safely packaged and shipped back via Canada Post Regular Parcel Service. This is an important step in ensuring that your refund can be processed effectively.

If the product is damaged or defective, we will refund your regular parcel post shipping costs when we receive the item. If you are returning an item because you have changed your mind about the product, then the return postage will not be reimbursed. This is subject to the product arriving back to us in satisfactory condition.

RETURNING SPECIAL ORDERS:

Special Orders are a final sale unless the product is defective. Please contact us within 2 week (14 days) to let us know if the product you received is defective. We will then arrange to have a replacement sent to you.
Any further questions can be directed to our National Mail Order and Account Services Department at 1-800-663-6953 or email: sales@opusframing.com

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