FAQs

Q1. Where are you located?
We are located at Warehouse 11/12 Cecil Road, in the industrial part of Hornsby, very close to Hornsby Shopping Centre.

Q2. Do you have a shop?
Yes, our shop is located in the upstairs section of our warehouse. We operate as an online retailer from this warehouse.

Q3. Can I come to buy from your warehouse?
Yes, you are welcome to visit. Our business hours are 9:00 am to 5:00 pm on weekdays, and 11:00 am to 2:00 pm on Saturdays. There is plenty of parking available at the door.

Q4. Can you ship a carton of 48x78” (122x198 cm) Luca premium canvas to WA?
Yes, we can ship large-size canvas to WA, but please note that freight costs for large items are quite high. Shipping for stretched canvas is calculated based on cubic weight (carton size) rather than mass weight. Courier companies charge the higher of the two—cubic or mass weight. If you're willing to cover the delivery cost and insurance, we’d be happy to ship large-size canvas to WA, SA, or anywhere in Australia.

Q5. Can you ship one piece of 36x48” (90x120 cm), 18mm standard canvas to Melbourne?
Unfortunately, we cannot. It’s difficult to pack a single large canvas, and based on our experience, there is a high chance it will be damaged during transit. Customers in Sydney are welcome to order large canvases online and then pick them up from our warehouse.

Q6. Can you send me samples of your 10oz, 12oz primed canvas rolls? Maybe unprimed rolls as well?
Yes, we can send samples. Please provide us with your name and address, and we will send the samples by post.

Q7. Can I set up a credit account with you?
No, we do not offer credit accounts. As an online retailer, we only supply goods on a payment basis, unless you are a government-run organization, such as a school.

Q8. Are your prices wholesale prices?
Some of our products are sold at wholesale prices, such as easels and special sale items like stretched canvases. Other products, like bulk carton canvases, are priced very close to wholesale rates. We don’t have middlemen, so we pass all the savings directly to our customers.

Q9. How quickly can you ship? I need this easel/gift box urgently for my wife’s/son’s/friend’s birthday.
We can dispatch orders within 24 hours of receiving them. If your order is placed before the end of the business day, it will ship the next morning—unless the item is out of stock. If your order is urgent, please let us know by calling or emailing us.

Q10. I can’t stay at home all day waiting for delivery. Can the freight company give me an estimated delivery time or contact me before arrival?
Most courier companies don’t provide narrow delivery windows or “call on approach.” Customers are notified via email if goods are scheduled for delivery that day. Be sure to check your email and track your items online. Once the status shows “On board with driver for delivery today,” it will be delivered that day. Alternatively, you can choose “Authorities to Leave” (ATL) during checkout. This gives the driver permission to leave your goods in a safe location around your home, such as a front porch, back door, or under a carport. This can save you the trouble of waiting or having to arrange for a second delivery.

Q11. How do I redeem my Rewards points?

Redeeming your Rewards points is quick and easy.

  1. Log in to your customer account.
  2. Click the Rewards launcher (gift icon) on our website.
  3. Select Ways to Redeem.
  4. Choose the reward you'd like to redeem and click Redeem.
  5. A unique discount code will be generated for you.
  6. Copy the code and apply it at checkout in the Discount Code field.

For a step-by-step guide with screenshots, please visit our How to Redeem Rewards page: How to Redeem Rewards

Please note:

  • You must be logged into your account to redeem Rewards points.
  • Reward discount codes cannot be used in conjunction with other discount codes or promotional offers.
  • Rewards points cannot be redeemed for cash or applied retrospectively to completed orders.
  • Once a reward has been redeemed, the discount code should be used before its expiry date (where applicable).
  • If you experience any issues redeeming your points, please contact our customer service team for assistance.