When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- Other: 10–20 business days
Due to Covid-19, execution times may be longer than normal for some product categories. The entire industry faces challenges and there can be delays in the supply chain, including distributors and carriers.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
To which countries do we ship?
To all countries except Cuba, Crimea, Iran, North-Korea and Syria.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders (outside the EU, USA or Australia). This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at email@example.com with your order number.
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.
If you find an error in the delivery address, we can send a replacement order, but the cost of shipping is at your own expense. See also “Wrong address”.
Since carriers calculate live shipping rates mainly by the zip code entered it is possible that an incorrectly formatted address could be entered and the package is still able to ship from our facility.
In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address.
If they are unable to deliver the package it will be returned to our HQ and you will be notified once it is received back. Within 4 weeks you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.
Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself. Unclaimed returns get donated to charity after 4 weeks at your expense (without us issuing a refund).
Tracking your order
You can follow your order via the tracking-link in the e-mail. If there are no updates for a while, then we ask you to contact us at firstname.lastname@example.org. We will then check this to see if anything is wrong and how to proceed.
Dissolution of the order / agreement
If an order cannot be delivered within 30 days, you have the right to terminate the agreement. If you make use of this right, we will refund any amounts already paid by you.
If this happens in exceptional cases, something has already happened and you have already contacted us via email@example.com. See also “Tracking your order”.
How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!
The wooden frames for the canvas are assembled by hand. The canvas is stretched and stapled. Packaging material is applied and the canvas is packed in a custom box.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later 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 firstname.lastname@example.org.
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at email@example.com
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at firstname.lastname@example.org with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store if there is more than one size, in the product description section.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at email@example.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Right of withdrawal within the EU
Model withdrawal form: the European model withdrawal form included in Appendix I of these General Terms and Conditions; Annex I does not have to be made available if the Consumer does not have a right of withdrawal with regard to his order or if TJS-art is acting or has acted with an Entrepreneur.
Right of withdrawal upon delivery of products:
When purchasing products, the consumer within the European Union has the option to dissolve the contract without giving any reason within fourteen days. This period starts on the day after receipt of the product by or on behalf of the consumer. During this period, the consumer will handle the product and packaging with care. He will only unpack or use the product to the extent necessary to assess whether he wishes to keep the product. If he exercises his right of withdrawal, he will return the product with all accessories and – if reasonably possible – in the original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur. If there are traces of use on the product, the option to return the product expires.
If the consumer makes use of his right of withdrawal, the costs of return will not exceed the cost of the return. If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 30 days after the return or cancellation.
If the consumer wishes to make use of his right of withdrawal, he is obliged to make this known to the entrepreneur within 14 days after receipt of the product. The consumer must make this known by means of the model form (see Appendix I). After the consumer has made it known that he wishes to make use of his right of withdrawal, the customer must return the product within 14 days to the address on the model form. The consumer must prove that the delivered goods have been returned on time, for example by means of proof of shipment.
Obligations of the entrepreneur in case of withdrawal:
The entrepreneur will reimburse all payments made by the consumer, including calculated delivery costs, no later than 14 days after the day of the withdrawal. He can wait to pay back until he has received the product. The entrepreneur uses the same payment method as the consumer used for reimbursement, unless otherwise agreed. The reimbursement is free of charge for the consumer. If the consumer has opted for a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to repay the extra costs for the more expensive method.
Appendix I: Model withdrawal form
(If you want to withdrawl the contract, please fill out this form and send it back)
– I / We hereby hereby notice that I / we withdraw from my / our contract of sale of the following goods / for the provision of the following service (*):
– Ordered on (DD-MM-YYYY):
– Order number:
– Received on (DD-MM-YYYY):
– Name / Names of consumer(s):
– Address of consumer(s):
– IBAN Account number:
– Signature of consumer(s) (only if this form is notified on paper)
– Date (DD-MM-YYYY):
(*) Delete what doesn’t appy.