FAQs
Ordering, Pick-up & Shipping
How do I place an order?
You can email me through the CONTACT US link with details about what you'd like made, including size, color preferences, and your budget.
Get in touch with our team using the contact form below. Whether you're ready to place an order or have questions about our designs, we're here to help and will respond to your message within 24 hours.
How do I know if my order has been received?
Once you place your order online, you'll receive a confirmation email with your order number, order details, and payment information.
How long will it take for my order to be ready?
My average turnaround time is 2-4 weeks, as I currently work part-time alongside my custom orders.
What type of hanging hardware is used?
For smaller items, we use a sawtooth hanger screwed to the back. Larger, heavier pieces are hung with a French cleat sized appropriately for the artwork's weight.
A French cleat is a two-piece wall-mounting system that creates a secure, interlocking hold for heavy items. One bevelled piece attaches to the back of your artwork, and the other installs on your wall. When locked together, they form a strong, level, and mostly hidden connection that won't shift or slip.
Do you offer local pick-up?
Yes, we do! When your item is ready for pickup, you'll get an email with all the details for collecting it locally here in Cranbrook, BC.
How much does shipping cost?
We ship via Canada Post, with costs calculated based on weight, volume, and number of packages in your order. You'll receive a shipping quote before we process your shipment. Payment is required by e-transfer, and once received, we'll provide you with a tracking number so you can monitor your delivery.
Do you ship worldwide?
At this time, we only ship within Canada. We're actively exploring options to expand shipping to the US soon.
Returns & Exchanges
Can I return my order?
All orders are final sale - we are unable to process returns at this time.
All sales are final. No refunds, returns or exchanges unless approved.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 5 days after receiving your item to request the return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at kootenayrusticdesigns@gmail.com.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kootenayrusticdesigns@gmail.com.
You can always contact us for any return questions at kootenayrusticdesigns@gmail.com.
What should I do if an item is received damaged or broken in transit?
Upon receiving your order, inspect it right away. If you notice any damage or receive an incorrect item, contact us immediately at kootenayrusticdesigns@gmail.com so we can resolve the issue quickly.
Payments
How do I pay?
For local pick-up orders, we prefer cash payment. E-transfer is our second choice. We also accept debit, Visa, Mastercard, and American Express.
For orders requiring shipping outside our local area, e-transfer is preferred. We also accept payment through Shopify Payments, including Visa and Mastercard.
How do I purchase a piece of artwork?
I operate on a first-come, first-served basis for inquiries. I prefer email to keep everything organized in one place, but you can also reach out via direct message on social media.
To inquire about a specific piece or ask questions, email me through my contact form or message me directly on social media. Follow my social media platforms for updates on new pieces.
If your question isn't covered in my FAQs, feel free to email me at kootenayrusticdesigns@gmail.com.