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!
ALL ISSUES RELATING TO DAMAGE OR MISSING ITEMS MUST BE MADE WITHIN A 24-48 HOUR PERIOD AFTER DELIVERED BOX DATE. I track and keep records of these shipments, so please contact me immediately.
I fully insure and provide tracking numbers to each customer. With that being said, I normally check orders until they say delivered. Please track your package with diligence as there are porch pirates and they unfortunately pray on people. I ship 2-3 day priority, if your package does not arrive please check your tracking number. If it says delivered and you have not received it a claim must be filed, on your end. I unfortunately can not cover missing items that say delivered and have not been received.
If you DO NOT provide and accurate or full shipping address and the box is returned undeliverable you will be required to pay to have it shipped back. I keep all records and copy and paste to avoid fat fingering information. I do however make mistakes, I admit them and eat the cost.
USPS requires photos of the box and the broken contents inside. I will need these photos to proceed processing your damaged or missing 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. If you receive an order and the contents of your phone order are not in the box, a photo of the box and the contents inside must be sent to process a refund or remake. If you receive your order and are missing items, a photo of the box and items received will be required before a refund or remake can be made.
It can take 3-8 weeks to receive a package. I can only use the Uniform ted 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 (24-48 hours after delivery of the box). The notices must be made in a certain time frame for USPS to file the insurance.
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!