Family Travel Canvas - Family Name Travel Map - Personalized

Our products are custom-printed and made to order. Please use the following estimates to determine when your order will arrive:

• Order Received to Shipped: 2-4 business days.

• Order Shipped to Delivered: 4-9 business days.

• Total Estimated Time: 5–11 business days.

Return and Refund Policy

At Lark & Moss your happiness as a customer is important to us, so all of our products come with a 30 Day Satisfaction Guarantee.  

If you have any issues with the quality of your order within 30 days of your date of purchase that meets our Eligibility for Replacement criteria below, please contact us.

1. Personalized and Custom Items

Due to the custom and personalized nature of our products, all sales are final. Each item is handcrafted to your unique specifications; therefore, we do not accept returns, exchanges, or cancellations once an order has entered production.

2. Eligibility for Replacement

We stand behind the quality of our work. While we do not offer returns for a change of heart, or if you misspell or have errors in your personalization.  We will provide a one-time replacement if your order meets any of the following criteria:

• Manufacturing Defect: The item arrived with a functional or structural flaw.
• Shipping Damage: The item was damaged during transit.
  

3. Reporting Damage or Defects

To be eligible for a replacement, you must contact us within 48 hours of delivery. Please follow these steps:

• Start a Chat: Click the support bubble at the bottom right of your screen.
• Provide Details: Select "Returns & Refunds" in the chat menu and include your Order Number so we can pull up your details immediately.
• Photos: Attach clear photographs of the damaged or defective item. If the item was damaged during shipping, you must also include a photo of the original packaging (box and labels).
• Review: Our team will review the documentation and notify you of the status of your replacement within 2 business days.

4. Refund Exceptions

Refunds are only issued at our discretion in the event that a replacement item cannot be produced or is out of stock. In such cases, the refund will be applied to your original method of payment. Please allow 5–10 business days for the credit to appear on your statement.

5. Non-Returnable Scenarios

We cannot offer replacements or refunds for the following:

• Customer Spelling Errors: Please double-check all names, dates, and text before checkout. We produce exactly what you provide.
• Natural Variations: Natural wood grain, knots, and slight color variations in fabric or metal are inherent to handcrafted goods and are not considered defects.
• Incorrect Shipping Address: We are not responsible for orders delivered to an incorrect address provided by the customer.

To see full list of frequently asked questions, go to our FAQ page.