FREQUENTLY ASKED QUESTIONS

General

I don't live in Canada. Can I order from Opus?

Yes, if you're in the United States. We ship to Canada and the USA only.

Do online prices match in-store prices?

Yes. Regular and sale prices are the same online and in our stores.

Do I need an account to shop online?

No, you can check out as a guest. An account saves your billing and shipping details for next time.

You do need an account to join the membership program and to earn and redeem cashback, online and in-store. Having an account doesn't enroll you on its own, so be sure to join the program too.

Can I pick up my order from a store?

Yes. At checkout you'll see pickup options for every store that has all of your items in stock. If you'd like your order sent to a different store, add a note at checkout. We'll send it with our regular store deliveries and refund the shipping charge.

FREQUENTLY ASKED QUESTIONS

Payments

How can I pay online?

Visa, Mastercard, and American Express, plus Shop Pay, Apple Pay, and Google Pay at express checkout.

Can I use an Opus Gift Card online?

It depends on the card. Paper gift cards, sold since September 1, 2022, work online and in-store. Enter the card number at checkout before you choose a shipping method. Plastic gift cards, sold before September 2022, can be redeemed in-store or by phone with our Customer Support Team.

Can I buy a gift card online?

FREQUENTLY ASKED QUESTIONS

Returns & Refunds

I just placed an order by mistake. Can I remove an item?

If it hasn't shipped, yes. Call our Customer Support Team at 1-800-663-6953 as soon as you can and we'll update it while you're on the line. Once an order ships, we can't change it.

How long do I have to return an item?

30 days from the day you receive your online order, or from your purchase date in-store, in original condition with proof of purchase. See the full return policy.

What products are final sale?

  • Pens and fineliners
  • Markers
  • Spray paint and aerosols
  • Gift cards
  • Clearance items, including our Now or Never section
  • Frames with glass
  • Special Order items
  • By-the-foot items such as canvas, linen, and monofilament fabric
  • Pre-Buy purchases
  • Paper bought below our recommended minimum quantity
  • Event tickets, after a 15-minute cancellation window

Custom-made frames, painting surfaces, and stretchers can be returned within 30 days with a 30% restocking fee.

If something unusual has come up, email sales@opusartsupplies.com or visit your nearest store. We look at every request individually.

FREQUENTLY ASKED QUESTIONS

Events & Demos

Do I have to register in advance?

Yes, most events need registration to hold your spot. Free demos with limited space fill quickly, so sign up early.

What's the difference between free and paid events?

Free events are short demos led by professional artists, good for picking up techniques and learning about materials. You're welcome to paint along, but you don't have to. Paid events go deeper, with hands-on instruction, more time, and often materials included. The event page lists exactly what you get.

Members earn $10 cashback on any in-store event ticket of $10 or more.

Will I get a recording if I miss an online event?

No. Online demos are live only. If a session is recorded, the footage goes to the artist and isn't shared publicly.

Can I attend an online event if I don't live in BC?

Yes. Online events are open to artists across Canada and beyond.

Where are events held?

In-store at select Opus locations and online, usually on Zoom. Each event page states the location and format.

I registered but didn't get a confirmation email. What should I do?

Check your junk or spam folder first. If it isn't there, email Pamela Mark at pmark@opusartsupplies.com to confirm your spot.

Can I ask questions during a demo?

Yes. For online demos, post your question in the chat and our host will pass it to the artist as time allows.

When will I be let in from the Zoom waiting room?

We open the room right at the start time. Arrive a couple of minutes early.

How can I apply to be a demo artist?

We love meeting artists who teach. Apply here.

FREQUENTLY ASKED QUESTIONS

Shipping

What does the "Oversize May Apply" badge mean?

The item, or some sizes of it, is large or heavy enough that extra shipping charges may apply. That usually means 30" x 30" or bigger, or an order over 66 lbs. We'll contact you with the cost first and never charge extra without your OK.

How much is overweight or remote shipping?

It depends on where the order is going, how remote the address is, whether one person can carry the package, and how many large items you're ordering. Fees have ranged from $12 to more than $300. For a quote before you buy, call our Customer Support Team at 1-800-663-6953.

What's the largest package you can ship?

In BC's Lower Mainland we can deliver orders up to 48" x 96", sometimes bigger if they aren't too heavy, at a reasonable price. Store pickup is free.

Outside the Lower Mainland, large packages are expensive to ship, so many of our biggest items are sold only in-store or by phone. That way we can talk through the shipping cost before you buy. If you need an oversized item shipped, call us at 1-800-663-6953.

What packaging do you use?

Orders ship in cardboard boxes or padded mailers, sealed with packing tape. Pre-packaged easels may also be stapled. We fill empty space with newsprint, and framed glass gets a small amount of bubble wrap. Paints and inks are bagged inside the box so a leak in transit can't ruin your paper.

How do you package paper?

Flat, between two or more sheets of cardboard, then boxed with the rest of your order. We don't roll paper, because most sheets keep some curve even after flattening.

Can you ship to a PO Box?

Yes, for anything Canada Post will carry. We've shipped to a lighthouse in BC and to Fogo Island in Newfoundland. Most couriers won't deliver to a PO Box, though, so very large items need a street address. If you're not sure, call 1-800-663-6953 ext. 1.

How long do orders take to ship?

We process orders within 1–2 business days and ship from our warehouse in Burnaby, BC. Delivery time depends on your address and the service you choose. See our shipping policy for estimates. Once your order ships, your tracking number shows the expected delivery date.

Do you offer rush shipping?

Every order goes out as fast as we can pack it. For faster delivery, choose an expedited service at checkout.

Which carriers do you ship with?

Canada Post, Purolator, DHL Express, Canpar, and Danfoss. If you prefer one, tell our Customer Support Team by phone or leave a note at checkout and we'll do our best.

Can I add special shipping instructions?

Yes. Leave a note at checkout, or tell our Customer Support Team when you order by phone. We pass instructions to the carrier, but the driver makes the final call. If it isn't safe to leave a package on the doorstep, for example, it may go back to the depot.

Route Shipping Protection is available at checkout. It covers loss, theft, and damage once your order is with the carrier, which Opus isn't liable for.

FREQUENTLY ASKED QUESTIONS

Membership

What is the Opus Membership Program?

It's how we give back to the artists who shop with us. Members earn cashback on purchases, get member-only sale pricing, save on shipping, and move up through four tiers as they spend. Joining is free.

What are the membership tiers?

  • Base: Free to join. 5% cashback on Opus and Buzz brand products.
  • Creative: Spend $500 in a calendar year. 10% cashback on Opus and Buzz brand products.
  • Artist: Spend $1,000 in a calendar year. 10% cashback on almost everything.
  • Artist PRO: Spend $2,500 in a calendar year. 15% cashback on almost everything.

Spending is tracked each calendar year, January 1 to December 31.

Prefer a flat yearly price? The Artist Pass is a $35/year subscription that gives you the same benefits as the Artist tier, with no spending required. It runs on its own track, separate from the spend-based tiers above.

See the full comparison on our membership page.

How do I join?

Sign up free online or at any Opus store and you start at Base. You'll need an Opus account, and having an account doesn't enroll you on its own, so make sure you join the program too. From there, you move up the tiers automatically as you spend.

Want Artist benefits right away? Buy the Artist Pass online for $35/year.

Business accounts aren't eligible for the membership program.

What is the Artist Pass, and how does renewal work?

The Artist Pass is a $35/year subscription that gives you the same benefits as our spend-based Artist tier, with no spending required. You may also see it called the Artist Membership.

It's a separate track from the spend-based tiers. While you're subscribed, you keep your Artist benefits all year, however much you spend. You aren't moved between the Pass and the spend-based tiers automatically.

The Pass is sold online only. It renews automatically each year, and we email you a reminder before it does. You can cancel anytime and keep your benefits until the end of the term you paid for. The fee is non-refundable, with no partial refunds.

I'm on the Artist Pass. Can I switch to the spend-based Artist tier?

Yes. If you've spent $1,000 or more this calendar year, the spend-based Artist tier gives you the same benefits at no cost, so you may not need the Pass.

While you're on the Pass, your spending isn't tracked toward the tiers, because you already have Artist benefits. Your order history is always in your Opus account, though, so you can check your total anytime.

To switch, cancel your Artist Pass renewal. You keep your Artist benefits until the end of the term you've paid for. Once it ends, we tally your order history for the calendar year and place you in the tier your spending qualifies for, usually within a couple of business days.

This works the same way when a free student or teacher year ends.

If your spending is under $1,000, you'll land in the tier it does qualify for. Staying on the Pass is the simplest way to keep Artist benefits without keeping an eye on your spending.

Can I reach Artist PRO while I'm on the Artist Pass?

Artist PRO is a spend-based tier, so the Pass doesn't move you into it automatically. If your spending reaches the Artist PRO level, your local Opus store manager will usually reach out to invite you to switch. They'll help you cancel your Pass and move you to Artist PRO, with 15% cashback on almost everything.

Think you might qualify? Ask at your local Opus store anytime.

How do I move up a tier?

Automatically. Tiers are based on your spend before tax each calendar year, January 1 to December 31. As soon as your spend for the year reaches a tier's threshold, you're upgraded. You keep that tier for the rest of the year and all of the next. Spend tracking only starts once you've joined, so sign up for Base first.

The Artist Pass is a separate subscription, so you won't be moved into or out of it based on your spending.

When does my tracked spending reset?

Every January 1. Your tracked spending goes back to $0, and we use what you spent the year before to set your tier for the new year.

A tier you earn stays with you for the rest of that year and all of the next. For example, reach Artist in March 2026 and you keep Artist through December 31, 2027.

If your spending dips, your tier follows what you actually spent. Say you had Artist PRO through 2026, but spent $600 that year. You'd start 2027 with Creative benefits. Reach $1,000 in 2027 and you move up to Artist. Reach $2,500 and you're Artist PRO for the rest of 2027 and all of 2028.

Does spending from before I joined count?

No. Only purchases made after you join count toward your tier and your cashback.

What is cashback, and how does it work?

Cashback is store credit you earn on qualifying purchases, calculated on what you pay before tax and after discounts. It lands in your member account and you can spend it in-store or online on almost anything. The exceptions are gift cards and membership fees. Credit has no cash value and can't be transferred.

What can I earn cashback on?

Base and Creative members earn on Opus and Buzz brand products. Artist Pass holders and Artist and Artist PRO members earn on almost everything we sell. Gift cards, membership fees, Special Order items, and select sale items don't earn. Each product page shows what you'll earn.

Do I earn cashback on custom services?

Yes. Framing, fine art printing, and canvas stretching earn cashback at your tier's rate. That goes for every tier.

How do I redeem cashback?

In-store, tell the cashier how much of your balance you'd like to use. Online, log in to your Opus account and apply it at checkout. You can redeem any amount, down to the cent.

Does cashback expire?

Yes, 180 days after you earn it. Your Member Portal shows your balance and expiry dates.

Can I use cashback with other discounts?

Usually, yes. Cashback works on sale items and alongside member pricing and most promotions. In some cases, it may not be redeemable on certain items or in combination with certain other discounts.

What happens to my cashback if I return something?

The cashback you earned on that item is reversed. If you've already spent it, your balance can go negative until you earn it back.

Do members get a shipping discount?

Yes. Every member gets $30 off shipping on online orders over $80 shipped within Canada.

Is there a bulk discount?

Artist Pass holders and Artist and Artist PRO members save 5% on bulk quantities of paper, canvas, sketchbooks, and framing supplies. Minimum quantities apply.

Do members get perks on events?

Our events are open to everyone. When a member buys an in-store event ticket of $10 or more, we add $10 cashback to their account within a day. That goes for every tier.

What is Early Access?

Artist Pass holders and Artist and Artist PRO members shop our largest sales, like Black Friday and Boxing Week, before everyone else.

Do students and teachers get special benefits?

Yes. Students and teachers get their first year of the Artist Pass free, a $35 value. Verify instantly online or at any Opus store, and you'll get a code to redeem at checkout. Students need proof of enrolment; a student ID on its own isn't enough. Teachers need proof of current employment.

Students, full-time or part-time, and teachers can verify again each year and get another year free. Otherwise the pass renews at $35/year until you cancel. When your free year ends, you can also cancel and move to the spend-based tier your spending qualifies for.

The teacher benefit covers personal purchases. For school or classroom orders, use your school's B2B account.

How do referrals work?

Share your referral link from the Member Portal. Each time a friend who's new to Opus buys through it, you get $5 cashback.

How do I access my Member Portal?

Log in to your Opus account online. From there you can check your cashback balance and expiry dates, see your tier and benefits, and grab your referral link.

What if my benefits aren't showing up in-store?

Ask the cashier to refresh your account. If that doesn't fix it, ask for a store manager.

What happened to the old membership program?

It was retired on February 1, 2025, and members were moved to the current tiers. Opus PLUS became Base and OPUS+ PRO became Artist PRO. If you're unsure where you landed, ask us in-store or check your Member Portal.

Still have questions?