FAQ

Frequent Asked Questions

How do I report a problem with my order?

You can report problems via e-mail at support@tjs-art.com. Always include your order number.
Write up your problem in detail and upload relevant photos where possible. It is always best to include photos with your initial problem report to avoid delays.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We want to ask for your help before we do, to make sure the shipping address was correct. It is also good to contact the local post office to try to locate the lost order.

Please note that if tracking information indicates that an order has been delivered, we will not take responsibility and not resend the order. In that case, any replacement would be your responsibility.

You can check out our return policy for up-to-date details about reshipments.

My order shows it is being returned to sender, what now?

There are a few reasons why an order can be returned to the sender, but most of the time this is due to an undeliverable address. Other cases include the package not being claimed from customs or refused.

Once the order arrives back at our print facility we will contact you to determine how to proceed and to obtain an updated address for reshipment of the product.

New shipping charges will be charged for orders that have not been claimed from customs or that have an incorrect address originally provided.

Where are returns sent?

The return address is the print-facility, and is based on where your package was fulfilled:

Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address:
11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
Packages sent out from our Latvian facility are automatically returned to:
Lidostas parks, Marupes novads, Latvia LV-2167.
Packages sent out from our Spanish facility are automatically returned to:
Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
Packages fulfilled by our partner facilities in Australia are returned to:
40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia.
Packages fulfilled by our partner facility in Japan are returned to:
817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.

Once the return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be. Check out our return policy for more info, see General terms and conditions.

When using the right of withdrawal in the EU, a different return address applies. In that case the shipping costs are for you. See more about this in the General terms and conditions.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to support@tjs-art.com, then we’ll gladly send a replacement at no cost to you.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

Claims deemed an error on our part are covered at our expense. Please, always contact us at support@tjs-art.com.

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@tjs-art.com