FAQs!

Last Updated: October 2020

 

Billing & Gift Cards:

What are the payment options for online purchases?

Online purchases can be paid by Visa, Mastercard and Visa-debit.

Credit account holders may also choose to pay on account should they have their online profile linked to their credit account number. For more information, click here.

I forgot to add an item to my cart before checking out. Can I add it after my order confirmation has been sent?

This is a question that comes up often, hence it being included in our FAQ section! The short answer being, “Most likely, as long as your order hasn’t gone out yet!”

When an order is finalized in online, the full payment for the order is taken upon checkout, translating into our system as a pre-paid order so we are unable to add additional charges to your card.

With that said, if you would like to add an item to your shipment we can accommodate this over the phone through our Customer Support Team. They’ll create a separate order that can be shipping alongside your online order. Please ensure that you have your credit card information ready when calling for our staff will require this in order to finalize the additional items. For your security as well as our own, we do not keep any credit information on file.

I don't live in Canada, can I purchase directly from Opus?

This question has a two part answer:

For security reasons, we only process transactions that are paid for using a Canadian-issued credit card and at this time, we are only set up to ship orders within Canada.

With that said, should you be a Canadian citizen who has a Canadian-issued credit card on hand, you can make a purchase through our Customer Support Team by phone at 1-800-663-6953 ext 1. Please note that the order must still be sent to a Canadian address.

Can I use my Opus Gift Card to pay for my online purchase?

Great question!

Due to programming limitations, our website is not able to recognize our gift cards as a valid method of payment. Gift cards can be redeemed in person at any of our Opus retail locations (including our warehouse location on Cornett Road), over the phone through the stores’ Call & Collect service, or over the phone through our Customer Support Team at 1-800-663-6953 ext 1.

Should you wish to have your order delivered, our Customer Support Team will be able to assist you!

How are gift cards sent out? Can you send me a gift card via email?

We currently have physical gift cards that are sent to the recipient of the purchasers choice within Canada. For gift cards valued at $100 or more, the card(s) will be sent out via Xpress-post so the shipment can be monitored. For any gift card purchases under $100 in total value, the card(s) will be sent out via standard post, enclosed in an envelope.

Technically speaking, Opus doesn’t have a digital/electronic gift card option available so in order to lessen the likelihood of the gift card information getting stolen or compromised, the physical gift cards are sent out by mail which allows us to more easily track the gift cards whereabouts and deactivate it should the card not arrive to the address specified.

Can I purchase a gift card online?

Yes! We have a few gift cards in set denominations to choose from here. If you would like to have a specific denomination put onto the gift card, please call our Customer Support Team at 1-800-663-6953 ext 1.

If you wish to leave a note on the gift card sleeve, please feel free to leave a message in the comment section upon checkout.

 

Shipping:

What does it mean when an item has 'Extra Charges' on it?

Great question!

The ‘Extra Charges’ icon shown above indicates that the item is most likely oversize or overweight, and will have additional shipping charges associated with the order. Please keep watch for this icon when placing your order; once the order is in our system our Customer Support Team will begin processing it, notifying you of the oversized item(s). They’ll follow up once more via phone or email once we receive a quote back from our shipping coordinator (normally within 2-4 business days.

How much are the extra charges?

When an item includes the icon shown above, the extra charges are usually in the form of an oversize fee. This fee is charged per parcel by the Canada Post and the various couriers we use, making it very to determine before an order is finalized. A number of factors come into play when determining how much the charge will be. Things to consider are:

  • Where is this item being shipped to? Are you located in a remote area?
  • Would it be difficult for a single person to carry this package (like a postal carrier or courier)?
  • Are you ordering multiples of this particular item (ex: 5 – 36″x48″ canvases rather than just one)?

We’ve seen shipping fees ranging anywhere from $12.00 – $300.00+ depending on what items are being shipped and to where. If you are hoping to know the shipping cost of an item before purchasing it, please contact our Customer Support Team for more information.

What's the largest package you can ship?

If you are located within the Lower Mainland in British Columbia, we have the potential to ship orders as large as 48″x96″ (sometimes even slightly larger if it’s not too heavy) at a relatively affordable cost. Alternatively, you can arrange to have your order sent to one of our store locations for pick-up, free of additional shipping costs.

However, if you are not local I’m afraid shipping larger packages is getting harder and harder to accommodate.

You may or may not have already noticed, but many of our larger items have now been set to purchase in-store or over the phone through our Customer Support Team and are no longer available online. This is due to the high shipping costs associated with oversized parcels; we’d rather determine and discuss the shipping charges with you before the purchase is made to avoid any unnecessary surprises.

If you are hoping to have an oversized item sent to you, please don’t hesitate to contact us!

I have a PO Box number. Are you able to ship to me?

Of course we can or at the very least, we’ll see what can be done!

We’ve processed orders going to exceptional/remote locations, from a lighthouse off the coast of British Columbia all the way to Fogo Island on the edge of Newfoundland and have yet to come across a postal code we cannot ship to. With that said, there are definitely limitations to what we can ship.

A good rule of thumb is to be mindful when purchasing oversized items; most couriers will not delivery to a PO Box alone so if you do not have a full street address (and the item is deemed too large for Canada Post to take) we may not be able to deliver it.

If you are curious about whether or not the item you wish to purchase can be shipped to you, please call our Customer Support Team at 1-800-663-6953 ext 1. They’ll be able to help determine whether or not we can deliver the item in question, requesting a quote from our shipping coordinator if needed.

How long do orders take to ship?

Shipping times can vary based on where the packages are going, so I’ve included a link to our shipping and tracking page here.

Normally, our Customer Support and Warehouse teams process orders within 3-5 business days from the date they are placed. From there they are shipped out of our warehouse in Vancouver, BC, leaving our warehouse between 2pm – 3pm every afternoon.

If you are ever curious about the status of your order, please don’t hesitate to contact us, citing your name, phone number and work order number (if you have it available).

I would like to get my package as soon as possible. Do you offer a rush service?

Yes we do!

Rushes can be accommodated throughout the year with a few exceptions made around high volume periods like the holiday season in November and December.

There is a service fee of $10 for rushing the processing time of an order. This accounts for the picking and packing portion of the processing time and does not include rush shipping. If you wish to further expedite your order, actual shipping charges (of live shipping charges) will apply.

Please note that the rush charges associated with custom products like frames, surfaces, and prints have a rush service charge equal to 20% of your total order value (with the base rush fee being $20).

What couriers/shipping companies do you ship with?

We ship with Canada Post, Purolator, UPS, Danfoss (locally) and are hoping to add to our options in the near future.

If you prefer one company over the other, please relay your preference to our Customer Support Team over the phone or leave a comment in your online order upon checkout.

Can I include special shipping instructions for my order?

Yes and no.

Customers are welcome to leave special instructions for our team to relay to the various shipping companies we use. With that said, the manner in which your parcel(s) is delivered is left to the discretion of the driver delivering it. If they feel that the conditions at the time are not suitable to let’s say, for example, “leave on door-step”, they may make the executive decision to bring the order back to the depot to avoid damage and/or theft.

These types of notes can be left in the comment section upon checkout or relayed to our Customer Support Team over the phone when placing the order.

I want to ship my order to a different address than my own. How do I go about this?

This can be done easily through the online store or over the phone, however you decide to order.

If you are making your purchase online, after beginning the checkout process you will be sent to a page that asks you to confirm the delivery address. The first option given to you is to “choose from bill-to”, the second is to “manually enter address”; you’ll want to choose the latter option. Please note that when choosing to manually enter in the delivery address, the invoice/receipt will still go to the address we have on file.

When ordering over the phone through our Customer Support Team at our Cornett location, please state where you wish to have your order sent upon ordering. Our team will normally prompt you for this information as well when processing the order with you.

Can you ship orders internationally?

No, at this time we are only set up to ship orders within Canada.

With that said, should you be a Canadian citizen and have a Canadian-issued credit card, you could place your order through our Customer Support Team and then arrange your own courier to ship the parcel(s) out to you wherever you are currently residing. Please be sure to ask our staff to include the final weight and dimensions of the boxes so that you can relay the correct information to your courier of choice.

 

Removals, Returns & Refunds:

I accidentally purchased an item online just a few moments ago. Can I remove it from my order?

If the order is still active in our system, yes!

Up until the point of your order being shipped, items can be removed/cancelled from your order.

If you wish to remove an item from your order, please call our Customer Support Team rather than email. That way they can address it with you over the phone in a more timely manner.

What items can be returned/exchanged?

Most items can be returned or exchanged if they are in a condition that allows them to be resold at the full price. With that said, the following items are traditionally final sale and cannot be returned for a refund:

  • pens & fineliners
  • markers
  • gift cards
  • spray paint
  • clearance Items (such as the products sold within our ‘Now or Never’ section)
  • special order items
  • custom-made items like frames, prints, and painting surfaces
  • pre-buy purchases

Keeping this information in mind, all returns and refunds will be assessed at the time they are addressed and exceptions can be made depending on your circumstance. If you are hoping to return items you’ve purchased with us, please reach out to our Customer Support Team or visit your nearest Opus retail location to discuss further.

What products are final sale?

The following products are traditionally final sale and cannot be returned for a refund:

  • pens & fineliners
  • markers
  • gift cards
  • spray paint
  • clearance Items (such as the products sold within our ‘Now or Never’ section)
  • special order items
  • custom-made items like frames, prints, and painting surfaces
  • pre-buy purchases
  • should you choose to purchase a quantity of paper below our recommended minimum, the papers will be final sale

Keeping this information in mind, all returns and refunds will be assessed at the time they are presented to us and exceptions can be made depending on your circumstance. If you are hoping to return items you’ve purchased with us, please reach out to our Customer Support Team or visit your nearest Opus retail location to discuss further.

How do I return something I purchased online?

You can return the item(s) in the following ways:

  1. If you simply changed your mind and no longer want the item, you can pop it in the mail or bring it to the Opus retail store nearest you for a full refund. Please note that the item must be in the same condition as it was sent with the packaging intact.
  2. If the item you received was damaged upon arrival and/or is defective, please reach out to our Customer Support Team by phone at 1-800-663-6953 ext 1 or email at sales@opusartsupplies.com. From there they can assign a return shipping label for your item and once it’s received, a full refund for the item will be issued.

We encourage you to send pictures of the damaged/defective items to our sales@opusartsupplies.com email address so they may be forwarded to the appropriate department for further assessment.

Returns and refunds must be processed within 60 days of the purchase date however some exceptions can be made depending on the circumstance. If you are unsure if a return/refund can be processed for a particular item, please don’t hesitate to contact us!

The item I received doesn't match what I ordered. What do I do?

This can happen from time to time even though our Customer Support and Warehouse teams do their best to remain as accurate as possible when picking and packing our online & phone orders.

If you have received an item in error, please reach out to our Customer Support Team as soon as you can. From there they’ll assign a return shipping label to you that can be printed and attached to your return package. Please note that the return shipping label is to be used with Canada Post. Our team will also arrange a new shipment containing the proper product that will be sent to you, free of any additional charges.

How long do I have to decide whether or not I wish to keep an item?

Returns can be made within 60 days of the purchase date.

You may bring your items & receipt into any of our retail stores to process the refund. If you are outside of the Lower Mainland in British Columbia (or cannot visit one of our stores in person), you may mail your item(s) back to our Customer Support Team on Cornett Road in Vancouver for further processing.

Once the items are received they can begin processing the return and refund you accordingly.

Do I need to pay for the return shipping when returning items?

Depending on the circumstances surrounding the return, the answer could be yes or no.

If the item you received is not what you ordered, if it arrived to you damaged (with no visible shipping-related damages on the outside of the package), and/or is defective after testing, contact our Customer Support Team. They will assign a return shipping label to you that can be printed and attached to your return package. Please note that the return shipping label is to be used with Canada Post.

If you wish to have a new/correct item sent to you,  our team will arrange a new shipment containing the proper product that will be sent to you, free of any additional charges. If not, we’ll refund you for the item once the return package is received.

If you ordered the incorrect item, accidentally miss-entered your shipping information, or simply wish to return the item, you must either bring it back to one of our Opus retail locations or ship it back to us using whichever shipping method you wish. A return shipping label will not be issued to you in these circumstances however the refund for the item will still be processed once the items have been received by our team.

I can't find my receipt but wish to return an item I purchased. Am I still able to do this?

If you are an Opus+ member and made the purchase under your customer account, almost certainly!

If you are unable to find your receipt, our Customer Support and retail store teams can go through your purchase history to find the purchase, reprinting a copy if needed for our records as well as your own.

With that said, returns become trickier if we are unable to find the original purchase on file. If we cannot find the original purchase, we may not be able to process the return. An exchange or gift card may be issued rather than a refund since we cannot confirm proof of purchase however the decision will most likely be left to the discretion of the stores’ manager.

Friendly Reminder: When shopping online or in-store, be sure to have each purchase put under your Opus+ account so that you’ll have an accurate record on file for you to reference at a later date. This is very helpful when trying to calculate your total annual purchases with Opus come tax season.

Please contact us for more information regarding purchase history summaries!

 

Packaging:

I want to buy paper but am afraid it may damage in shipping. How do you package orders of paper?

Paper is packaged flat, in-between two or more pieces of cardboard before being put into a box with the rest of your items. We do not roll sheets of paper for most papers will retain some degree of curve once flattened.

If you are still concerned that your paper may not arrive to you safely, you can ask that the sheets be packaged in between heavier sheets of cardboard for an additional $10, notated on our receipts as a “Fragile Packaging Fee”. If this sounds like the most suitable option for you, please call our Customer Support Team; they’ll be able to assist you in processing the extra fee associated with the order.

How do you package your orders? What materials do you use?

Great question!

This is something we are continuously working on in hopes to be more environmentally conscious in our shipping practices.

All online orders for delivery are sent out in cardboard boxes, sealed with plastic packing tape and/or heavy-duty staples (should it be a pre-packaged easel). We are currently testing two varieties of paper tape in hopes that we can replace the plastic tape being used as often as possible.

We currently use newsprint as void-fill in all of our boxes, with the exception of glass frames that also include a small amount of bubble wrap to lessen the chance of damage while in transit. We are also looking into environmentally-friendly alternatives to bubble wrap for shipping frames containing glass.

Certain items are packaged in plastic bags inside the boxes to help prevent possible damages should any of the paint/ink products leak while in transit. If a bottle of acrylic ink breaks, it would be a shame to also have to replace any paper products that may have come in contact with it!

 

Services:

I can't find the product I'm looking for on your website. Do you sell it? Can I order it from you?

One of two things may be happening in this case:

  1. The product hasn’t been uploaded onto our website yet.
  2. The item is not included amongst our regularly stocked inventory and would need to be special ordered.

In either case, you can contact our Customer Support Team for assistance. If the product is new and not yet on the website, we’ll be able to expedite the process and if it’s not an item we sell, we can inquiry about ordering it in for you.

Special orders can be placed at any of our Opus retail store locations over the phone or in person (including our Customer Support Team at Cornett). Since these items are not part of our regularly inventory, we must first inquire with our purchasing team to see if they are available to us (and for what price) before finalizing an order with you. Once an order is confirmed and pre-paid, the items will then be ordered through the appropriate channel, averaging between 6-8 weeks for delivery, depending on the supplier.

Out special order service allows us our customers to purchase products that are often hard to find or that are unavailable to the general public. It also is a great resource for our purchasing team, who can potentially add certain items into our regular inventory should they be particularly popular.

Please be aware that all special order items are final sale and cannot be returned or refunded.

How can I tell whether or not an item is considered a 'Special Order'?

When shopping online, any item that you see that is flagged with the following icon is considered a special order item:

Keep this in mind when adding products to your cart. There are a number of items on our website that are classified as a special order but can be purchased right away because we have already confirmed that we can source the product from our vendor, and for what cost.

Although we are able to streamline the inquiry portion of our special order process for these items, the turn-around time for delivery may still take between 6-8 weeks depending on when our purchasing team can place their next order with that particular vendor.

For updated ETAs on your special order items, please contact our Customer Support Team.

Do the prices shown in the online store match the prices I'll find in-store?

In almost all cases, yes. You may find special offers available at select locations, or occasional web-only specials.

Do I have to Sign In to shop online?

You do not have to sign in to see our selection and current pricing.

If you’d like to complete an order, you’ll need to sign in. Prior to or during the checkout process, you’ll need to create an Opus Online Store Profile.

If you have previously logged into our online store, you may find you are prompted to log in in order to see the products in our online store. When this occurs, it is likely that your browser has cached information from your last visit. To remedy this without logging in, you’ll need to exit your browser and restart it. When you visit the online store again, the product catalogue should display.

I have sensitivities to fragrance, what is your policy on that?

While we aren’t able to guarantee that all visitors will adhere to this request, we ask that all staff and visitors to our locations refrain from wearing scented personal products such as perfumes, colognes, deodorants, hand creams, etc., as many people have sensitivities to fragrance. We thanks all staff and visitors for their kind attention to this.