Shipping policy

 Maple Airbrush Supplies Shipping Policy

Please Note: For heavy shipments, our system may occasionally provide inaccurate shipping costs. If this occurs, we will reach out to you to resolve the issue.

WINTER SHIPPING:

Winter Shipping Advisory: Protecting Your Water-Based Paints

Water-based paints are highly sensitive to freezing temperatures and do not tolerate the freeze/thaw cycle. Freezing can damage the paint’s consistency, rendering it unusable. Some pigments/paints are more sensitive to cold then others. If your paint does freeze during transit

To ensure your paints arrive in optimal condition during cold weather, we strongly recommend taking the following precautions - There are no guarantees or refunds for frozen paint. 

  1. Purchase a Heat Pack: Heat packs can maintain a consistent temperature inside the shipping package, protecting the paints from freezing.
  2. Select FEDEX 2-Day Shipping: Faster delivery minimizes the exposure of your paints to extreme temperatures.
  3. Small Centres or PO Boxes - Canada Post Priority Only

By Placing an order for water-based products - you have agreed to the terms.

These steps significantly increase the likelihood that your water-based paints will arrive ready to use, even during the coldest months. For any additional questions about winter shipping or product care, feel free to contact our support team!

  • Order Processing: Orders typically ship within 48 hours, often same-day on business days.
  • Delivery Times: Estimates are business days only (Mon-Fri, excluding holidays). No guarantees or refunds for delays.
    • weather delays and operational delays such as peak season.
  • Shipping Protection: Premier Shipping Protection is available but excludes frozen paint and "Delivered" status claims. 

NON-REFUNDABLE Premier Shipping Protection: offers coverage in the event that your package is lost or damaged.

Lost Package: If your tracking status hasn't updated for 3 business days and the package is not marked as delivered, we will contact the carrier and open a track/trace ticket. Please be patient, as this process may take time. Once the carrier confirms the package is lost, we will ship you a replacement. If the tracking shows "Delivered" but you did not receive the package, please refer to the section below on "Porch Pirates."

Damaged Items: If your order is delivered with damage beyond minor cosmetic issues (e.g., a bent or broken bottle, significant paint spills), you must provide photos of the package's exterior and its contents. Take multiple, clear photos and email them to us at info@mapleairbrush.com.

What is NOT covered:

    • Opting out of Premier Shipping Protection.
    • Frozen paint (refer to our winter shipping policy above).
    • Incorrect shipping addresses.
    • Claims submitted after the stated time limits.
    • Transit delays due to weather or peak shipping periods.
    • Damage claims without proper, clear photos.
    • Not responding to the couriers requests/inquiry 
    • Failure to respond to requests for additional information or photos.
    • Packages marked as "Delivered" but not received (Porch Pirates/Theft).
  • Address Accuracy: Customers are responsible for entering accurate shipping addresses. Fees for incorrect addresses and reshipments apply.
  • Non-Delivery & Claims:
    • Lost packages: Claims with carriers may take 30-45 days. Cooperation with the carrier is required for resolution.
    • Marked as delivered but not received: Check with neighbours or secure locations before filing a claim. Porch theft is not covered.
  • Damaged Shipments: Notify us within 24 hours with photos of the box and contents. Retain all packaging. Without photos, no refunds or replacements.
  • Refunds/Cancellations: Subject to a 20% fee. Premier Shipping Protection is non-refundable.
  • International Orders: Delivery may take 90-120 days. Tracking outside Canada is limited. Customers are responsible for import duties and taxes.

  • Porch Pirate Theft

    Maple Airbrush Supplies is not responsible for packages reported as "delivered" but not received, including those potentially stolen (e.g., porch piracy).To help ensure the safe delivery of your order, we recommend the following:

    • Choose a Secure Delivery Location: Use an alternative address, such as your workplace or a trusted neighbour's home.
    • Sign Up for Delivery Notifications: Most carriers provide tracking and delivery updates.
    • You can register for FlexDelivery through this link:Canada Post FlexDelivery.
    • FedEx also offers a free service to manage your deliveries. Once you've received tracking information, you can make changes to your delivery schedule on the day of shipment:FedEx Manage My Deliveries.
    • Consider a Package Locker: Use a secure package delivery box or service like a locker provided by your carrier.
    • Invest in Home Security: Install cameras or a video doorbell to monitor deliveries.