I didn’t receive my print, but the tracking number says the package was delivered
First, check with your neighbors because sometimes packages get delivered to the wrong place. Next, it could be lost, stolen, or just simply held at the local post office (sometimes they do this so call them and ask first). It’s important to work quickly because they may not be able to help you.
If nothing has come up from those efforts, we need to file a claim with the mail insurance company. Email me so I can file this claim legally. Then they will send you a form to sign confirming you did not receive the package. Signing it means you are not trying to cheat their system and the package did not arrive. I will send you your replacement print once the form is complete. This can take a couple of weeks.
All international orders will ship USPS Priority International. Estimated shipping time is about 6-10 business days, but it's not guaranteed. The Priority International service will track your order throughout its whole route.
International fees and taxes
The Buyer is fully responsible for any and all additional fees or taxes their respective country may charge upon import.
I am an international buyer, and my order status says shipped but it's been two weeks and I still haven't received it.
Unfortunately, once I take a package to a mail carrier it is no longer under my control. If it has been two weeks, and you still haven't received your print it could be that it is being held up in customs. Sometimes, rarely but it does happen, international orders can take up to 4 weeks, even if it's being shipped to Canada or Mexico. If it's been more than 4 weeks since you've received the shipping notification, please email me.
I'm an international buyer and am going to be in the U.S. for a few days. Can you send my order to the hotel I will be staying at?
Yes, I will do my best to make sure it arrives on time. Email me before you order so we can make the best plan. There are a couple of things to keep in mind: (1) Please confirm with your hotel that they can receive packages for their guests. (2) Please email me 3 weeks prior to your departure date so that we can coordinate. (3) Please include your arrival and departure dates, as well as the name and address of the hotel.
Help! My print was damaged upon arrival!
Unfortunately, that can happen even with the protected packaging. I will send you a replacement. But first, please email me right away with pictures of the damaged packaging and injured print so I can immediately contact the shipping carrier and file a claim. Without these, I cannot process the replacement.
Returns and Exchanges
Can I return the print if It doesn’t look like I thought it would in my space?
First of all, let’s make sure it’s the right print and size to begin with so that doesn’t happen! Here are three important tips:
- If you are concerned, before you order send me a photo of your space, and I will photoshop the picture in there for you so you can see what it looks like before ordering.
- Also, I suggest taping out the space before you purchase and standing back in the room to see how it all fits. Order after you have tested it in these ways
- Avoid ordering your frame before your print arrives. Take it to a professional framer who can assure it is properly protected and fits correctly with any custom mats as necessary.
If within 14 days after you receive your print you are not satisfied, safely return your undamaged print in the same mint condition it arrived. (Yes, even the fragile corners will be inspected upon return). I am particular about this because I want to the new owner to have the best possible product that you originally received.
Print and fill out this Return Form with your returned package. After the inspection, I will issue you a refund that should show up in your account within three business days. Return shipping fees are the responsibility of the customer.