Frequently Asked Questions
We are committed to our customers and want you to be happy with your experience. We have found that most customer questions can be answered from the list below. If you require further assistance, please visit our Contact Page, our support staff responds within 24 hours.
Yes! We provide free shipping with tracking to most locations around the world!
Here are our estimated* delivery times from the day of purchase:
- 4 to 6 business days to Europe;
- 4 to 6 business days to USA;
- 5 to 7 business days to other countries
We currently ship with the following global shipping partners: FedEx, UPS and DPD.
*Above times are estimates. Please refer to delivery times specific to your shipping address shown during checkout.
Sorry, we don’t ship to P.O. Boxes, please provide us with an alternative shipping address to ensure successful delivery.
It usually takes our team 2-3 business days to produce and prepare an order, as we don’t carry a large inventory.
Once your order is prepared for delivery, you will receive an email confirmation from us with tracking details and expected delivery times from the shipping carrier.
During the holidays, preparation and delivery may take slightly longer due to an increased volume of orders. We appreciate your patience.
Every order we ship includes a tracking link that shows the progress of your delivery. Once your order is prepared for delivery, you will receive an email confirmation with tracking details and an expected delivery date from the shipping carrier. If you don’t receive a shipping confirmation email within 7 business days of placing your order, please check your spam folder. If you are still not able to locate your tracking information, please email firstname.lastname@example.org and our support team will get back to you right away.
Please note, that tracking information will be shared with you as soon as the order is shipped.
To ensure that your order is delivered successfully, please make sure you provide us with the correct shipping address when placing your order.
We can change or update your shipping address within 24 hours after the order has been placed. Once your order has been shipped, we are unable to make any changes to your address or cease shipment, and you would need to contact the shipping carrier directly in order to make a change to your shipping address.
To change the shipping address for your order, please visit our Contact Us page and fill out the form, or email us directly at email@example.com
You may cancel your order within 24 hours of your purchase.
Cancellations after 24 hours will require you to return the undamaged merchandise to us in order to receive a full refund. We may not exchange or cancel your order after 24 hours, as it will have already gone into production.
Refunds will be issued to the original method of payment and may take 5-7 business days to show on your account.
To cancel your order, simply visit your order status page from the confirmation email that was sent to you. Alternatively, you can visit Contact Us page and fill out the form, or email us directly at firstname.lastname@example.org
If you haven’t received your order, but tracking is showing it was delivered, we ask to please allow up to 36 hours for your delivery to show up before contacting the shipping carrier. We have experienced that shipping carriers occasionally mark deliveries complete before they are delivered, which unfortunately is beyond our control. We recommend contacting the shipping carrier directly to get immediate assistance regarding the shipping status of your order.
If your order is still not delivered to the address that was submitted with the order, and no additional information is provided by the shipping carrier, we ask that you file a “lost package” claim directly with the carrier as the recipient. Once you have filed a claim, please email us the claim number to email@example.com and we will follow up with the shipping carrier to take care of the rest.
Unfortunately, we cannot file a claim on your behalf if tracking shows a successful delivery by the shipping carrier, but we’ll do our best to make sure the experience is hassle-free.
Returns and exchanges
If you are unsatisfied with your purchase, you have 14 calendar days from the delivery date to initiate a return for any undamaged products. Once your return is approved, simply ship it back to us within an additional 14 days from the approval date for a refund, store credit or an exchange.
Items must be returned in their original condition, using the original packaging they were delivered in. Items that show damage due to use will not be accepted. Items that arrive damaged due to improper packaging will not be accepted.
We do not provide prepaid shipping labels or packing material to send the product(s) back to us.
To initiate your return please contact us at firstname.lastname@example.org to submit your return or exchange request.
To initiate your return please contact us at email@example.com to submit your return or exchange request within 14 calendar days of receiving the item. Once your return is approved, we will provide you with return instructions to our facility.
We do not provide prepaid shipping labels or packing material to send the product(s) back to us. We highly recommend shipping the product(s) back to us using a trackable method via FedEx, UPS, DHL or DPD.
In the rare case when your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we'll replace it for you right away! To begin:
1. Take a few photos clearly showing the issue with the canvas, along with photos of the front and back of the canvas, and the box it was shipped in (if the box was also damaged).
2. Contact us at firstname.lastname@example.org and include your full name and order number as it appears on your order confirmation email.
3. Upload the photos and provide a brief summary of the issue. Submit the form, and our support staff will respond to you within 24 hours.
Please note, if you use a forwarding shipping service to receive your order, we are not responsible for any damaged or stolen goods.
Please allow up to 48 hours from the date we receive your return for processing before your refund, store credit, or exchange is issued. Refunds will be issued to the original method of payment and may take 5-7 business days to show on your account.
The Success City canvas art is 100% safeguarded against dust, scratches, UV rays, and environmental hazards that normally fade or warp artwork over time. Our materials are 100% ethically made and environmentally safe, guaranteed. All canvases are shipped assembled (stretched over a wooden frame) with pre-installed sawtooth hanging hardware and ready to hang right out of the box!
The black floating frame adds 1 inch to each side of the canvas regardless of the canvas size/dimension. For example, adding a black floating frame to a Large canvas (40x30 inches) will make the overall dimension of the canvas 42x32 inches with the frame.
The Success City posters are printed on the highest quality poster paper using the latest generation EPSON printing technology, which allows for achieving an incredible color spectrum, image sharpness, and quality.
All framed posters are shipped assembled (fixed to a frame) with pre-installed sawtooth hanging hardware and ready to hang right out of the box!
The frame is an optional addition to your product during your purchasing process. Since these frames are built and affixed to the product during the production process, we are not able to sell them separately.
In a rare case when your order is delivered damaged or you notice a defect, let us know as soon as you receive your order and we'll replace it for you right away! To begin, contact us at email@example.com and please provide our support team with some photos that clearly show the issue with the canvas, along with photos of the front and back of the canvas.
Unfortunately, we don’t take any custom or commissioned jobs, but we are always open to hearing your feedback and ideas.
Yes! The Success City digital Gift Cards are just like cash - they have no additional processing or transaction fees, and are delivered to you by email within 24 hours of the purchase.
You can visit our Gift Card Page and purchase it online. Gift Cards are redeemable on thesuccesscity.com only and apply to all The Success City products.
The Success City Gift Cards are sold in preset amounts of $100, $150, $200, $250, $500, and $1000.
Gift Cards cannot be returned, resold, transferred for value, redeemed for cash or applied to any other account. Check out our terms and conditions here.
Since The Success City Gift Cards are like cash, promotional discount codes do not apply when purchasing Gift Cards.
We accept Visa, MasterCard, American Express and PayPal.
We love hearing from our customers, and we are here to help make your experience great! Please visit our Contact Us page to get in touch with us.
Media, press, and partnership inquiries:
For all media, press, and partnership inquiries please email us at firstname.lastname@example.org