I pack each order with as much love and care as I do in the production of the item inside. However accidents do happen. What do you do when you receive your one of a kind original piece of work broken or not at all? First of all know that I ensure each and every box for the full amount of the contents inside!
USPS requires photos of the box and the broken contents inside. I will need these photos to proceed processing your order. There will be two options at this point. You can choose to have your money refunded or the piece recreated. The recreated piece CAN NOT be substituted for any other design or design modifications. All recreations can take 5-6 weeks to be finished and you will be notified once it is started and completed. If you elect to have your money refunded, I will file the claim and once USPS issues the check (this can be a few weeks) the money will be released to you.
It can take 3-8 weeks to receive a package. I can only use the United States Postal Service for international packages. I do not ship or sell in volumes that make DHL, FEDEX, or UPS cost effective. Sorry this is just the way it is. If you want to use that service, I will be more than happy to use it, but it will cost you the full amount from that carrier. I will send an invoice for the difference, which must be made prior to shipping. I provide a tacking number with each box, but sadly once it leaves US soil I can no longer track the box. If the box does not arrive within 6 weeks please notify me immediately so we can start the lost box process. I will file the claim, once the claim is paid by USPS I will refund your money to you.
I must be notified of all broken or lost items for domestic shipments as soon as possible. If the notice is sent to me inside a 59 day window USPS will cover the cost if done later than that, you are out of luck with both USPS and myself.
PLEASE remember that I am a small business and I process each order with care and attention. I also follow up on the progress with the USPS as much as I can. They are not the easiest to get through to over the phone. So please be patient. I am not avoiding you and know that I am doing my due diligence.
I charge flat rate shipping depending on the area of the country you live in. If the box is $10 over the price the difference will be refunded. On average I eat about $150 worth of shipping, materials, and handling costs per update. Know that I have tired to keep my prices and policies as low and fair as possible.
If you have any questions please feel free to ask!