- Shipping & Returns
Shipping & Tracking
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In order to offer premium quality items, all products will be only shipped from our factories after careful checking.
To protect painting well during international shipping, all paintings are ROLLED(Unframed/Not stretched) and shipped in a quality plastic/cardboard tube to avoid damages, it’s 100% safe and painting comes back to its original/flat state once you stretch it on a wooden base. You can decide to frame it or simply stretch it at any of your local framing shop, depends on your taste, it’s beautiful both way.
Usually handling time may take about 2 business days and 3-4 days for order placed on weekends. Once item is shipped out, we will send you email with a tracking number. For the custom make order, item needs to be produced first and then we will ship it out.
We pack all paintings in solid tube very carefully, normally it will arrive to your home safely. However, sometimes, it might arrive damaged, so, VERY IMPORTANT! Unpack the package in front of the courier, if it's damaged, please follow the below STEPS:
1. Please ask courier man to write “the item is damaged/broken” or something like that on the waybill.
2. You can have the paintings after you and courier man both confirm the damages, ALSO, make sure courier man write the package and item is damaged on waybill.
3. Call the courier company to claim, you will be required to provide photos of the damaged package and item, also a claim form to fill out, after all, you will get a CLAIM NUMBER, which mean the courier company accept the claim and confirm the damages, please send me the claim number and photos of each side of the package, and damaged parts on painting to me, I will arrange to deliver a new painting immediately.
4. If courier man just leave package at your door, there is no way you can confirm damages in front of courier man, please ignore NO.1 and No.2, do No.3 above.
Keep the damaged painting and the package until the problem is solved.
Although each outgoing order is carefully inspected before being sent out, for those items that arrive damaged and/or defective we will gladly replace the product or approve the item to be returned for a full refund.
* Special Restrictions
• We will not charge a restocking fee for an exchange, but customers may have to bear the shipping fee. For refunds, the shipping fee and restocking fee (15% of the product price) will be deducted from your refund. But if the error is our fault, you will get a full refund. After your exchange or return request has been confirmed, you will be given a return address to send the items back to us.
• If you want to exchange or return a product, please email pictures of the items first. You may make an even exchange for the same identical item, or you may exchange it for a different style and pay the price difference.
• We cannot accept items that are not in original factory condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.
• Items that have been opened or used, unless damaged or defective, cannot be returned.
• If your order included a FREE gift with purchase, in order to receive a full refund, the FREE gift must also be returned.
• FREE gifts in themselves do not carry any monetary value and are not returnable or refundable for cash.
• Gift cards are not replaceable if lost or stolen; and not returnable or refundable for cash.
• Sale items are not returnable or refundable for cash. Items bought with points are only returnable or refundable for points.
Within 7 days after receiving your order, email our Customer Service to explain the reason for the return/exchange and to request a Return Authorization (RA) number. Only those returned packages that include an RA number will be accepted. We have every right to refuse to sign for the package if you send it back without our authorization! Otherwise, you will be responsible for all the losses arising there from.
Prepare returned items in secure packaging, including the original order invoice with the Returns section completed.
Ship returned products via insured or traceable method of shipment to the Returns Address that we will provide to you. And when you ship out the items, please email the tracking number to us also.
Upon receipt of your returned item(s), we’ll further inspect the items and your refund will be processed. All refunds will be automatically applied to your credit card or original method of payment within 7 to 10 business days.