Refund policy

Refund & Return Policy

Maple Airbrush Supplies reserves the right to update this policy at any time without notice. Changes are effective immediately upon publication.

Winter Shipping - is in effect - Frozen Paint - Most water-based paints will not survive a freeze thaw cycle. Maple Airbrush Supplies cannot be held responsible for paint damage when frozen. - We have offered multiple ways to ensure that you receive your order in a usable condition - including a check-box agreeing to terms @ check out

Refunds & Cancellations

  • Restocking Fee: All returns and cancellations are subject to a 20% restocking fee.
  • Non-Refundable Items: Navidium Shipping Protection, Shipping fees, and PayPal refund fees.
  • Excluded from Returns:
    • Books, DVDs, VHS videos
    • Paint, additives, reducers
    • Custom/special orders
    • Gift cards
    • Sale/Clearance items
    • Opened/unsealed packaging

Returns

  • Authorization Required: Contact us at info@mapleairbrush.com before returning any item. Unauthorized returns will not be processed.
  • Eligibility: Returns are accepted within 15 days of purchase. Items must be in original sealed packaging (un opened)
  • Inspection: All returns are inspected before refunds are issued.
  • Return Shipping: Customers are responsible for return shipping costs. Package items securely; Maple is not liable for damages in transit.

Deadlines

  • Damaged Goods: Report within 3 business days of receipt.
  • Incorrect/Missing Items: Report within 3 business days of receipt.
  • Unwanted/Ordered in Error: Report within 3 business days of purchase.

Special Cases

  • Non-Deliverable/Refused Orders:

    • Return shipping fees and a 20% restocking fee apply.
    • Refunds exclude all shipping costs.
    • Re-sending orders requires payment of return postage and new shipping fees.

  • Frozen Paint: Refer to our Winter Shipping Policy.

Processing Times

Allow up to 30 days for Maple to process returns and issue refunds, minus applicable fees.

Credit Balances

Credits must be applied within one year. Unused credits are forfeited.

Non-Payment for Shipping

If "In-Store Pickup" is selected in error and shipping is required, you will be invoiced for shipping. Orders on hold for more than 3 days will be refunded per the policy above.

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).

Prevention Tips:

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.
  • Consider a Package Locker: Use a secure package delivery box or service like a locker provided by your carrier.
  • Signature on Delivery: Request this option during checkout if available.
  • Invest in Home Security: Install cameras or a video doorbell to monitor deliveries.

Non-Refundable Policy for Stolen Packages:

Once a package is marked as "delivered" by the carrier, Maple Airbrush Supplies cannot offer a refund or replacement. If theft occurs, you may be able to file a claim with your home insurance or renter’s insurance policy. We can provide documentation of your order and shipment upon request to assist you.

Carrier Support:

If your package is marked as delivered but you did not receive it:

  1. Check Secure Locations: Look around your property or check with neighbors.
  2. Contact the Carrier: They may assist in locating or recovering the package.
  3. Reach Out to Us: While we cannot offer refunds or replacements, we can help file a claim with the carrier for further investigation.

We appreciate your understanding as we work together to ensure the best possible delivery experience!