My print order was returned to the sender
If your Canva Print order was returned to the sender, find your situation below.
Note: You have 30 days from receiving your order to report an issue. If tracking shows your order was returned before it reached you, contact us as soon as you see that status.
My address was correct, but the courier returned my order
What can cause this
This was a courier delivery issue, not a problem with your order or shipping address. Common causes include a failed delivery attempt, incorrect parcel scanning, or the courier being unable to locate your address.
What to do
- From the Canva homepage, select your profile icon, then go to Settings.
- Select Orders and invoices (sometimes shown as Purchase history).
- Select View order.
- Open the tracking link from your shipping notification email, or go to tracking.canva.com and enter your order ID.
- Check for a status indicating your order was returned to the sender.
- If tracking hasn't updated in several days, contact the courier using the name and tracking number from your shipping notification email.
- If tracking confirms your order was returned, contact us with your order ID and confirm your shipping address was correct.
We'll reprint your order to your original address, or to an alternative address if you'd prefer. If you'd rather not accept a reprint, a full refund is available.
For multi-item orders, only the affected items will be reprinted. If you'd prefer not to accept a partial reprint, we'll refund those items.
There was an error in my shipping address
What can cause this
- This usually happens when a unit number, street name, or postcode is missing or entered incorrectly at checkout.
- The shipping address at checkout was incorrect or incomplete, so the courier couldn't deliver your order.
What to do
Note: Canva Print cannot deliver to PO Box addresses. If your order was placed with a PO Box address, contact us with your order ID and a physical delivery address.
- From the Canva homepage, select your profile icon, then go to Settings.
- Select Orders and invoices (sometimes shown as Purchase history).
- Select View order.
- Open the tracking link from your shipping notification email, or go to tracking.canva.com and enter your order ID.
- Check for a status indicating your order was returned to the sender.
- Contact us with your order ID, a description of the address error, and your correct shipping address.
We'll send you a reorder coupon for the value of your order. If you'd prefer a reprint to your correct address instead, we can arrange that. If neither option works, a refund is available.
Timelines
- Once a refund is processed, allow 10–20 business days for it to appear on your account.
- You can change a shipping address within 2 hours of placing your order, while the status shows Order Placed or Processing.
- For specific re-delivery timelines, contact us.
If you're not sure why your order was returned, please contact us so we can help.
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