FAQs

We are committed to our customers and want you to be happy with your experience. We have found that most customer questions can be answered from the list below. If you require further assistance, please visit our Customer Support, our support staff responds within 24 hours.

SHIPPING POLICY

For more information please visit our Shipping Policy.

Do you offer free shipping?

Yes! We provide free shipping on orders over $130.

Where does Hayooo ship and how long does it take?

Most orders are shipped locally from one of our production facilities located in US, Canada, Mexico, UK, Spain and Australia. Here are our estimated delivery times from the day of purchase:

  • United Kingdom, United States, Canada, Australia: 10 – 14 business days.
  • Rest of the world: 12 – 14 business days

Please note that these are estimated delivery times only, therefore our store is not guaranteeing delivery dates.

Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

We currently ship with the following global shipping partners: FedEx, USPS, UPS, DHL, Canada Post, Royal Mail, Aramex, Australia Post and GLS.

Do you ship to P.O. Boxes?

Yes, we do ship to P.O. Boxes.

What is handling time and when will my order ship?

We process orders between Monday and Friday. Orders will usually be processed within 2 – 5 businessdays of ordering and delivered within 2 – 5 business days.

Once your order is on the way, tracking numbers will be automatically sent to you via the email provided in our system

During the holidays, preparation and delivery may take slightly longer due to an increased volume of orders. We appreciate your patience.

How do I track my order?

Every order we ship includes a tracking link that shows the progress of your delivery. Once your order is on the way, tracking numbers will be automatically sent to you via the email provided in our system. If you don’t receive a shipping confirmation email within 10 business days of placing your order, please check your spam folder. If you are still not able to locate your tracking information, please email [email protected] and our support team will get back to you right away.

Please note, tracking information will be shared with you as soon as the shipment is created, and it may take up to 36 hours for the shipping carrier to post a tracking update.

How can I change my shipping address?
  • To ensure that your order is delivered successfully, please make sure you provide us with the correct shipping address when placing your order.

    We can change or update your shipping address within 24 hours after the order has been placed. Once your order has been shipped, we are unable to make any changes to your address or cease shipment, and you would need to contact the shipping carrier directly in order to make a change to your shipping address.

    To change the shipping address for your order, please email us directly at [email protected]

How can I change or cancel my order after I’ve placed it?

You may cancel your order within 24 hours of your purchase.

We do not accept cancellation of orders outside the 24 hours window and/or because of the producing reason. Please note that our products are made to order hence all customers should be aware of this before concluding an order.

To cancel your order, please send us an email at [email protected] within 24 hours and let us know the reason why you wish to cancel your order.

Where’s my stuff?

If you haven’t received your order, but tracking is showing it was delivered, we ask to please follow up to 36 hours for your delivery to show up before contacting the shipping carrier. We have experienced that shipping carrier occasionally marks deliveries complete before they are delivered, which unfortunately is beyond our control. We recommend contacting the shipping carrier directly to get immediate assistance regarding the shipping status of your order.

If your order is still not delivered to the address that was submitted with the order, and no additional information is provided by the shipping carrier, we ask that you file a “lost package” claim directly with the carrier as a recipient. Once you have filed a claim, please email us the claim number to [email protected] and we will follow up with the shipping carrier to take care of the rest.

Unfortunately, we cannot file a claim on your behalf if tracking shows a successful delivery by the shipping carrier, but we’ll do our best to make sure the experience is hassle-free.

RETURNS AND EXCHANGES

For more information please visit our Refund policy.

What’s your return policy?
  • Our store does not accept Returns or Exchanges, once an item has been received in normal condition, it cannot be returned. We can only offer you replacements at no additional cost if it falls under the below criteria:

    • Items are faulty – damaged/broken or soiled upon arrival.
    • The print quality is blurry.
    • We sent the wrong item – size, style, color.
    • Parcels that are lost in transit (more than 14 days from the latest updated day in tracking link).

    Measurements are provided on each product’s description to help you get a more accurate fit. We do not bear responsibility due to NON-RECEIPT or REFUSAL because the item that does not fit you.

    We do not accept returns or refunds if a customer changes their mind after receiving their order(s)

My delivery is damaged, what do I do?

In the rare case, your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we’ll replace it for you right away! To begin:

  • 1. Take a few photos clearly showing the issue with the canvas, along with photos of front and back of the canvas, and the box it was shipped in (if the box was also damaged).
  • 2. Email us with the subject line “Return: Damaged or Defective item with your order #” with the photos at [email protected] and our staff will respond to you within 24 hours.

PRODUCT INFORMATION

How is the canvas made, and what are the sizes/dimensions?

Our canvases are available stretched, framed, and rolled in gloss or matte finishes, comes with sawtooth hanging hardware and rubber bumpers. Hayooo’s canvas prints have great depth of color, and are extremely cost-efficient and durable

Hayooo uses a unique canvas coating that produces the highest quality images using our UL Certified GREENGUARD GOLD Inks. Canvas prints are stretched on our proprietary profile radial pine produced from renewable forests. They can be printed in many sizes and styles so you can offer consumers endless possibilities.

Standard canvas size/dimension:
  • + Small – 11×14 inches = 27.9 x 35.6 centimeters
  • + Medium – 16×20 inches = 40.6 x 50.8 centimeters
  • + Large – 20×24 inches = 50.8 x 61 centimeters
  • + X-Large – 24×30 inches = 61 x 76.2 centimeters
  • + XX-Large – 30×40 inches = 76.2 x 101.6 centimeters
Can I buy a frame separately?

Since these frames are built affixed to the canvas during the production process, we are not able to sell them separately.

What is your warranty?

In the rare case, your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we’ll replace it for you right away! To begin, please send emails to [email protected] Please provide our support team with some photos that clearly show the issue with the canvas, along with photos of the front, the back of the canvas and its shipping label. After reviewing, we will notify you of the next steps. Without proof of defect/purchase, the item cannot be replaced. This warranty applies only to new products sold at retail value and to the original purchaser within 30 days after your item received.

Our warranty does not cover:

  • + Fabric tearing or ripping by sharp or foreign objects
  • + Damage from animal chewing
  • + Fabric fading due to hanging in inappropriate conditions such as rainy, mold, damp room
  • + Damage caused by abuse, misuse, flood, fire, earthquake or other external causes.
Do you do custom art?
  • We accept your custom request on canvas. Canvas prints are easily customizable and are a great option to offer customers who want to put their own personal touch on art. We give you the opportunity to create personalized canvas with name, date and photo. Please contact us and attach all your necessary information for the customized canvas.

Do you offer gift cards?

Unfortunately, we don’t offer gift cards.

OTHER

  • What payment methods do you accept?

    We accept Visa, Mastercard, American Express, Discover and PayPal.

  • How do I contact Hayooo?

    Customer support:

    • Email us : [email protected]
    • Call us:(916) 931-3372
    • Monday – Friday, 10am – 5 pm Eastern Time
What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover and PayPal.

How do I contact Hayooo?

Customer support:

  • Email us : [email protected]
  • Call us:(916) 931-3372
  • Monday – Friday, 10am – 5 pm Eastern Time