Buyer Protection

What's Covered

• Every order placed through ArtSupply is covered by our buyer protection policy.
• If your order is not shipped within 3 business days, you are automatically eligible for a full refund.
• If an item arrives damaged or significantly not as described, you have 14 days from delivery to initiate a return.
• ArtSupply acts as the final arbiter in all disputes between buyers and sellers.

Physical Orders

• Sellers are required to ship within 3 business days of your payment. If they don't, you receive a full refund automatically.
• All physical shipments include a valid Canada Post tracking number. You can track your order from your account page.
• If you want to return an item, you must initiate the return within 14 days of delivery.
• If the seller is at fault — wrong, damaged, defective or not-as-described items — you receive a full refund of the item price, platform fee, original shipping and any tax. Return shipping is free to you.
• For change-of-mind returns you are refunded the item price only. The platform fee and original shipping are not returned.
• To send an item back you may either ship it yourself with a valid tracking number, or buy an ArtSupply return label. If you ship it yourself you keep your full eligible refund. If you buy an ArtSupply label on a change-of-mind return, the label cost is deducted from your refund. On at-fault returns the seller covers the label.
• Your refund is issued after the seller receives the item and a 48 hour inspection window passes. Refunds are processed automatically unless the seller reports a problem, which sends the case to ArtSupply for review.

Digital Products

Digital goods - including downloads, beats, sample packs, and any file-based products - are non-refundable once downloaded or accessed.

• If you believe a digital file is corrupted or undeliverable, contact support within 48 hours of purchase with evidence.
• ArtSupply will verify the issue and, if confirmed, issue a replacement or refund at our discretion.

Disputes & Chargebacks

• If a seller rejects your return request, you have 7 days to file a formal dispute from your account page.
• ArtSupply will review the case — including the seller's reason and your dispute — and issue a ruling within 1 business day.
• If we rule in your favour, a full item refund is issued automatically.
• If you initiate a chargeback with your card issuer before contacting ArtSupply, we cannot guarantee a resolution in your favour.
• Chargeback fees (typically $15–25 CAD per dispute) are charged to the seller, not the buyer.
• ArtSupply reserves the right to issue warnings, suspend, or permanently ban accounts that abuse the dispute or return process.

How to Get Help

• Log into your account and open the relevant order to initiate a dispute or return.
• Include photos and any tracking/delivery confirmation when submitting a claim.
• Our team responds within 1 business day.