Frequently Asked Questions FAQs
Below FAQ are some common concerns of our clients before and after purchasing their item(s), if you have other questions, please contact us.
DO YOU SHIP TO MY COUNTRY?
YES. No matter where you live, we ship our products all over the world.
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 of custom-made products 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 IS MY TRACKING INFORMATION ISN'T UPDATING?
Generally, after the sender ships your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually, it takes 5-10 days for processing and it takes sometimes longer depending on how fast the postal services are processing shipments, therefore the tracking information may not appear online immediately, please try to track again later.
- The carrier hasn't accepted your package yet.
- The carrier hasn't scanned and entered tracking information for your package yet.
- Your tracking number is incorrect or invalid.
- The item was posted a long time ago, info not available anymore.
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 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 as you have found their item either with their neighbor or at the local post office. All domestic delivery issues become the responsibility of the local postal service once it’s been shipped. You may contact them directly.
Please make sure that you have entered your correct and complete shipping details 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?
Item was attempted for delivery but failed, this may due to several reasons. Please contact the carrier for clarification. Please be informed that we will NOT be held responsible for packages that have failed to deliver due to:
- Item refused by the addressee
- Incorrect / Illegible / Incomplete address
- Expired Retention Period - in some countries, receivers are advised to claim their packages in the local post office. If left unclaimed, the parcel will be sent back to our warehouse.
- Addressee Absence - Addressee not available at the time of delivery
- Customs Policies, Rules, and Regulations
If you haven't received your package, we'd advise you to contact your local post office to arrange a re-delivery or collect your item right away. Generally, the carrier has collection deadline, we'd advise you pick up your package at once, or it might be returned to our warehouse.
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:
- Resend the package but with additional shipping fee
- PARTIAL refund deducting the previous shipment and restocking fees
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.
RETURNS, REFUNDS & CANCELLATION FAQs
HOW DO I CANCEL MY ORDER?
Cancellation of an order is possible as long as the order hasn't been shipped yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order. Cancellation of an order is not possible for orders that have already been shipped.
I RECEIVED A DEFECTIVE / WRONG ITEM, CAN I CHANGE IT?
If the product you received is wrong or defective, please contact us as soon as possible.
Kindly include these elements in your message:
- Customer Name
- Order Number
- 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.
We will fully examine the photos and notify you via email, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect.
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 us with your order number, the missing item's product title and photos of the package showing the shipping label.
* Please be advised that if you can not provide us with the photos 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.
WHY DOES MY ITEM LOOK DIFFERENT FROM 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. Please handle your expectations.
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.