Shipping and Ordering Information

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

Shopping at Opus:

Service Standards & Options:

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).

Standard Shipping Rates:

Canada Post Priority Courier Service:

Methods of Payment:

PROVINCIAL SALES TAX (PST):
If you are purchasing supplies using a provincial sales tax number, for business purposes, you must be a resident of BC and provide official tax exemption documentation at the time of sale: either a PST Exemption Document or original Certificate of Exemption. It is the purchaser's responsibility to indicate which items are/are not PST exempt for business purposes. You must also provide photo identification and a signature for verification. This information must be received prior to purchase. Those customers wishing to have this information retained on file, for their convenience, must provide us with complete documentation.

For customers who live in BC, the provincial government taxation guidelines state that consumable art materials used by students or teachers are PST exempt. These supplies must be purchased for use in the classroom at an accredited educational program or institution. To qualify for exemption, purchasers must state at the time of sale that the supplies are intended for educational use. This can be done on your purchase order or advise us when you place your order by telephone, fax or mail. Unless you specify otherwise, at the time the order is placed, PST will be applicable to your entire 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 BC will not be charged PST, however customers in Nova Scotia, Newfoundland, PEI and New Brunswick will have 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.

Shipping Exceptions:

FRAME & MAT ORDERS:
Please note that we cannot guarantee safe delivery of any frames shipped with glass. Therefore, if you choose to order a frame with glass, please be aware that all shipped glass is a final sale and we will not accept returns regardless of breakage.

In addition, we cannot ship glass on its own, or in sizes larger than 16" x 20", because of safety considerations. Your frames can be ordered with Plexiglas as a substitute, or without glass so that you can safely purchase your glass locally or via a dedicated glass supplier. To place an order for any custom chop options such as this, please contact us toll-free at 1-800-663-6953.

Returns & Exchanges:

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 may also apply a 20% restocking fee if the item was cut to your specifications, as is the case with custom framing and matting.

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 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 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