Great Big Canvas Customer Service: Expert, Practical Guide

Executive overview

Great Big Canvas operates in the online wall art and home décor space where customer service must cover pre-sales advice, order tracking, damage claims, returns, and installation guidance. This guide consolidates practical, actionable steps and realistic timelines so you can resolve most issues without escalation. Wherever I state a numeric timeframe or price range I mean current industry norms as of 2025; always confirm live details on the company website at https://www.greatbigcanvas.com.

My approach below is tactical: specific fields to include in an email or claim, expected response windows, pricing brackets to expect for common sizes, and escalation paths if initial contacts stall. Use this as a checklist when interacting with Great Big Canvas customer service to reduce friction and shorten resolution time.

How to contact Great Big Canvas and expected response times

• Primary channels: company Help Center and online contact form on their website (https://www.greatbigcanvas.com/help) — fastest for record-keeping; include order number and photos. Typical acknowledgement within 24 hours and substantive response within 48–72 hours for non-urgent issues.
• Phone support: the site lists a customer support phone number on the Contact page — phone is best for time-sensitive shipping or installation scheduling. Expect hold times between 5–20 minutes during peak hours (weekdays 9:00–17:00 ET).
• Live chat and social channels: live chat (if available) can resolve simple questions (order status, lead times) in 5–15 minutes. Use direct messages on official Facebook or Instagram pages only for short queries; never share payment details on social DM.
• Business/Bulk orders: for bulk or corporate purchases (10+ units) request a dedicated sales representative via the site to get quotes, lead-time commitments, and invoice terms; turnaround for quotes is commonly 1–3 business days.

Document every interaction: save email threads and take screenshots of chat windows. If you need to escalate, having timestamps and names reduces back-and-forth and speeds resolution. If you call, record date, time, agent name, and case or ticket number.

Order production, shipping, tracking — realistic timelines and costs

Typical production for canvas prints and framed art from major online retailers is 1–3 business days for printing and finishing, then 3–8 business days for standard ground shipping. Expedited production or shipping shortens that to 24–48 hours for production and 1–2 business days for shipping at surcharge rates. Expect shipping costs in the range of $10–$35 depending on size and speed, while a standard 16″×20″ canvas often retails between $69–$149; larger gallery wraps (24″×36″) typically fall between $149–$299.

Once your order ships, Great Big Canvas (like most e‑retailers) provides a tracking number from major carriers (UPS/FedEx/USPS). If tracking shows “in transit” but delivery exceeds published times, start with customer service and reference the tracking number and package weight. For international orders, add 7–21 days for customs clearance and possible duties; keep invoices handy for customs queries.

Returns, refunds and damage claims — step-by-step checklist

• Immediate actions on receipt: inspect packaging, measure the piece against the packing slip, and photograph the unopened box and any external damage. Time-stamp photos on receipt to prove the condition at delivery.
• Filing a damage claim: email support or use the online form within 7 days of delivery (sooner is better). Include order number, SKU, date received, three high-resolution photos (packaging, close-up of damage, entire artwork), and a clear statement of desired resolution (refund, replacement, or partial credit).
• Returns and refunds: request an RMA (return merchandise authorization) if returning product. Retain original packaging for returns; many retailers require return within 30 days for full refund, and refunds typically process to the original payment method within 3–10 business days after receipt.

When you file a claim, be explicit: “Order #123456—incomplete delivery/damaged canvas—received 2025-07-12—requesting full replacement or refund.” Use exact dates and attach the photos named with the date (e.g., IMG_20250712_packaging.jpg). If the agent requests the piece returned, ask whether they provide a prepaid shipping label; if not, clarify if return shipping is reimbursed.

Refund timing: refunds for credit-card payments usually appear within 3–10 business days after the merchant processes the return; bank or debit refunds can take up to 14 business days. Ask for a confirmation email with refund amount and the date processed so you can follow up with your bank if needed.

Escalation, warranties, custom orders and tips for business purchases

If standard customer service cannot resolve the issue within three business days, ask to escalate: request escalation to a supervisor or the Claims Manager and reference your ticket number. For legal or chargeback-level disputes, keep all records: order confirmations, proof of delivery, photos, communications, and dates. For most disputes, mediation through your payment provider (credit card company) is effective after documented attempts to resolve with the seller.

Custom or commissioned pieces have different rules: they may require longer production (7–21 business days) and often have limited returnability once work starts. Always request a written production timeline and a signed proof or mock-up before approval. For corporate or bulk buys, negotiate lead times, volume discounts, and a written warranty clause—common warranties for canvas prints are limited and often run 1 year for manufacturing defects; confirm specifics in writing.

Practical final tips from customer service professionals

1) Be concise and factual in every message: order number, date, photos, and exactly what you want (refund vs replacement). 2) Keep a single thread of communication per issue so agents can follow history. 3) If you need a rapid solution (installation day approaching, event deadline), indicate your deadline in the first message and request expedited handling.

Use the Help Center and product pages for the most current phone numbers, opening hours, and return policy language. When in doubt, photograph everything, save all correspondences, and ask for written confirmations — those three actions will resolve most Great Big Canvas customer service issues in 1–2 business cycles.