Frequently Asked Questions
Welcome to the Can Art Mockups FAQ section. Find answers to common questions about shipping, ordering, payments, and more. If you don’t see your question answered here, please contact us.
Shipping Information
How much is shipping?
We offer simple, flat-rate shipping:
- Continental US: Just $5.99 for Standard Shipping—no matter what you order!
- Rest of the World: Only $7.99 for Standard Shipping (times vary by location).
How long will it take to get my order?
Delivery Timeframes
- Processing Time: 1-2 business days to pack your order with love.
- Shipping Time: 7-12 business days to reach your door.
For digital mockup products, you’ll typically receive download access within minutes of your purchase confirmation.
Can I expedite my order?
We currently do not offer expedited shipping for physical products as all items are custom made-to-order after each purchase. We’re exploring ways to expand our shipping options in the future.
Can I deliver to multiple addresses?
We do not offer shipping to multiple addresses for a single order. If you’d like items delivered to different addresses, please place separate orders for each destination.
Do you offer delivery to PO Boxes or Military APO/FPO addresses?
Yes, we can send shipments to PO Boxes and Military APO/FPO addresses.
For Military APO/FPO addresses:
- Orders are shipped via DHL or UPS and then transferred to USPS for final delivery
- Shipments may take up to 45 additional days to arrive
- Once the package enters the military mail system, tracking updates cease for security reasons
Will I be charged VAT taxes?
- Items shipping from US: Shipped DDU (Delivered Duty Unpaid). We do not collect VAT. All taxes, duties, and customs fees are the responsibility of the recipient.
- Items from UK/EU: Charged a 20% VAT rate.
Depending on your country, your package may incur local customs or VAT charges. We recommend contacting your local customs office for information about your country’s policies.
Do you alert customers when orders ship?
Yes! We’ll send you an email with tracking information as soon as your order ships.
Where do I get tracking information?
An email with tracking details will be sent to you the moment your product ships out. You can also find tracking information in your account under “Order History.”
I haven’t received my order yet. What should I do?
- Check your tracking information to verify delivery status
- If marked as delivered but not received, please allow a few more days (carriers occasionally scan packages as delivered prematurely)
- Check with neighbors or your building management
- If still not received, contact us at [email protected]
Ordering Process
What payment methods do you accept?
We accept PayPal, debit cards, and all major credit cards.
What is your ordering process?
Our ordering process is simple:
- Select your favorite items and add them to cart
- Enter your billing and shipping information
- Select shipping method
- Complete checkout
For digital products, you’ll receive download instructions immediately after purchase.
What should I do if I made a mistake on my order?
Immediately contact us by email at [email protected] and our team will gladly help resolve your concerns.
How do I apply a coupon code?
Enter your coupon code in your shopping cart before checkout. The coupon field is located between your listed items and the checkout button. You can also enter your coupon during checkout when entering payment information.
Note: Remember to click “Apply Coupon” before proceeding with payment.
How do I change my order?
Email us at [email protected] regarding any changes to an order. Please include your order number and the specific changes you’d like to make.
Can I cancel my order?
- Physical products: We can only process cancellations for items that have not gone into production. Please email us with your order details.
- Digital products: As these are delivered instantly, they cannot be canceled once purchased.
We cannot cancel orders once the production process has begun.
What’s the status of my order?
After placing an order, you’ll receive:
- A confirmation email immediately after purchase
- An update email when your order goes into production
- A shipping notification with tracking information
Check your spam folder if you don’t see these emails. You can also check order status through your account.
Returns and Replacements
What is your return policy?
Please see our Return Policy for complete details.
What if my order is defective or incorrect?
If you receive a defective or incorrect product:
- Send us an email at [email protected]
- Include photos of the issue
- Provide your order number
- We’ll send a replacement within 1-2 business days of approval
What if I’m unsatisfied with my product?
We are committed to your satisfaction and will replace your order if:
- The product has technical flaws
- The quality is poor
- The product differs from what was shown on our site
Please email us with photos of the issue. Our customer service team will review your claim and if approved, provide a replacement at no charge.
What should I do in case of late or missing refunds?
If you haven’t received your refund:
- Check your bank account again (refunds may take 3-7 business days to appear)
- Contact your credit card company to check for pending refunds
- Contact your bank to verify processing times
- If still not resolved, contact us at [email protected]
Who is responsible for return shipping fees?
Customers are responsible for return shipping costs. Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund amount.
For high-value returns (over $75), we recommend using a trackable shipping service or purchasing shipping insurance.
Digital Products
How do I download my digital mockups after purchase?
After completing your purchase:
- You’ll receive an email with download instructions
- You can also access your downloads from your account dashboard
- Click on “Downloads” to see all your purchased items
How long do I have access to my purchased digital mockups?
You’ll have unlimited access to your purchased digital mockups. We recommend downloading and backing up your files promptly after purchase.
Can I request a custom mockup?
Yes! For custom mockup requests, please email us at [email protected] with details about your project needs.
Contact Us
Still have questions? We’re here to help!
Email: [email protected]
Our customer service team typically responds within 24-48 hours, Monday through Friday.
Last Updated: March 2025