FAQs

Shipping

 

DO YOU SHIP TO MY COUNTRY?

YES. No matter where you live, we ship our products all over the world and you can enjoy free shipping on all items sold for orders over $50.00.

HOW LONG DOES SHIPPING USUALLY TAKE?

Estimated Delivery Time is 10-30 working days. * Note: The delivery time mentioned above does not include order processing time that usually varies from 1 to 9 days.

DO I GET A TRACKING NUMBER?

As soon as your order has shipped out, you will receive a confirmation email with your tracking number.

HOW DO I TRACK MY PACKAGE?

To track your parcel click on this link, select a tracking website and enter your tracking number: CLICK HERE

WHY MY TRACKING INFORMATION ISN'T UPDATING?

Tracking information is available within 5-10 days after your order has shipped (it takes sometime longer depending on how fast the postal services are processing shipments). We ship all our merchandise directly from China through the Chinese Postal Service and your orders will arrive in your country by your government postal service. Please contact us with your full name and order number if there is no update after 10 business days.

WILL I BE RESPONSIBLE FOR ANY CUSTOMS OR DUTY FEES?

Customs fees depend on the laws of your country. Our experience is that, In the majority of cases you are not required to pay any customs fees. We mark all our orders as low-value gifts. Moreover, we send larger orders in separate packages to avoid such charges.

THE TRACKING NUMBER SAYS DELIVERED, BUT  I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?

We really apologize that your item was not delivered to you. As much as we would like to have all the items be shipped smoothly, we really do not have control over other possible reasons/factors why an item did not arrive in one's mailbox. What we can recommend is that you can check with neighbors to see if they possibly have the package or check your local post office. Most customers who have the same situation like you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the postal service once it’s been shipped. You may contact them directly.

Also, please make sure that you entered your correct and complete shipping address when you ordered. We will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.

UPON TRACKING MY PACKAGE, IT SAYS "DELIVERY FAILED". WHAT SHOULD I DO? 

Again, when ordering, make sure that you enter your correct and complete shipping address. We will also NOT be held responsible for packages that have failed to deliver due to: Incomplete Address, Wrong Address, Address Undeliverable, and No Consignee Available, etc.

If this happens, we will have to wait to see if the package gets returned back to us and only then can we give you 2 options:
1. Resend the package but with additional shipping fee
2. PARTIAL refund deducting the previous shipment and restocking fees

For packages that have failed to delivered without any clear reason, please contact your local postal service right away so they can redeliver. That way, we can avoid your package being sent back to us. Please note that once a parcel gets returned to us, the same options mentioned above apply.

Payment

WHAT FORM OF PAYMENT DO YOU ACCEPT?

All our payments by payment cards are processed via PayPal which delivers one of the most secure payment platforms in the world. Your payment for any purchase is processed securely by PayPal.

We accept payments in the form of Visa, MasterCard, Discover and PayPal only. We will not accept any other forms of payment other than those listed above. All sensitive information sent between your computer and PayPal systems is automatically encrypted, ensuring your information is kept private.

Return, Refund, and Cancellation

HOW DO I CANCEL MY ORDER?

If your order hasn't been shipped yet, we charge a 10% cancellation fee to cancel your order.

If the order has already been shipped, cancellation is not possible.

To cancel your order, please contact our Customer Care team with your order number.

CAN I RETURN MY ORDER FOR REFUND/ REPLACEMENT?

Due to the production method we use for all of our products, we cannot accept returns. We only replace items if they are defective or if you received the wrong item.

I RECEIVED A DEFECTIVE / WRONG ITEM, CAN I CHANGE IT?

If the product you received is defective, please contact us as soon as possible. We are so sorry you’re experiencing issues with our product! We know we both want to get you up and running as soon as possible. We would really like to help you by asking you to send us these elements:

- Full Name on the order and order number

- Images & photos of the product received

- A brief explanation of the issue

* Please be advised that if one of the requested element is missing it will not be possible for us to process your request.

After examining the pictures you sent us, and if the product is damaged, we will proceed to the next step.

I'M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO? 

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If an item is missing, please contact our Customer Care team with the order number, the missing item's name and a picture of the package showing the shipping label

* Please be advised that if you can not provide us with the picture of the package showing the shipping label, it will not be possible for us to process your request.

WHAT IS THE TIME FRAME TO REPORT A PROBLEM WITH MY ORDER?

You must report any problem related to your order before 60 days after your order has been shipped. If a claim is not submitted within the pre-required time, unfortunately, there's nothing we can do to help you.

Products

WHY MY ITEM DOESN'T LOOKS LIKE THE PICTURE?

Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs.

CANVAS PRINTS MANUAL & INSTRUCTIONS 

The product you received seems to be misprinted & defective? You simply need to fold it.

Please check this video for a visual explanation: WATCH THE VIDEO

The product has been printed like that intentionally since it has to cover both the surface and the sides of the frames. That is why you see duplicated details in every part that connects with the other pieces of the prints.