Shipping policy
This Shipping Policy applies to all orders (including custom hand-painted oil paintings, frames and related accessories) placed through our store, detailing shipping methods, delivery timelines, shipping fees, packaging standards, and related obligations, to ensure your orders are delivered safely and timely, in line with the handcrafted and fragile nature of custom hand-painted oil paintings.
1. Shipping Methods and Coverage
We offer worldwide shipping services, and the available shipping methods will be displayed at checkout based on your shipping address. For custom hand-painted oil paintings, we prioritize secure and reliable shipping carriers (such as DHL, FedEx, and UPS) to minimize the risk of damage during transportation. For domestic orders, we also provide standard and expedited shipping options; for international orders, we offer international standard shipping and express shipping, with different delivery timelines and fees.
Note: Some remote areas (including but not limited to remote islands, mountainous areas, and regions with limited logistics coverage) may require additional shipping fees or have longer delivery timelines. We will notify you of any additional fees or delays before you confirm your order.
2. Shipping Fees
Shipping fees are calculated based on the weight, size, shipping method, and destination of your order. For custom hand-painted oil paintings, due to their fragile nature and special packaging requirements, additional packaging fees may apply (the specific amount will be displayed at checkout). We may from time to time offer free shipping promotions; the terms and conditions of such promotions will be clearly stated on the promotion page or during checkout.
For international orders, you are solely responsible for any customs duties, import taxes, or other fees imposed by the destination country/region. We do not bear any responsibility for such fees, and you shall cooperate with the customs authorities to complete the import clearance process if required.
3. Delivery Timelines
Delivery timelines consist of two parts: production time (for custom hand-painted oil paintings) and shipping time. The specific timelines are as follows:
a. Production Time: For custom hand-painted oil paintings, the production time is 7-15 business days (depending on the size, complexity, and painting style of the oil painting). We will confirm the exact production time with you after you place the order, and notify you promptly once the production is completed.
b. Shipping Time: International shipping usually takes 5-7 business days. Note: Shipping times are estimates only and may be delayed due to factors such as weather, customs clearance, or logistics carrier disruptions. We will make every effort to ensure timely delivery and notify you of any significant delays.
4. Packaging Standards
To protect custom hand-painted oil paintings from damage during transportation, we adopt professional packaging standards: each custom hand-painted oil painting will be wrapped in acid-free tissue paper, covered with bubble wrap (at least 3 layers), placed in a sturdy cardboard box with foam padding, and labeled with "Fragile" and "Handle with Care" to remind the shipping carrier to handle it with caution. For framed oil paintings, additional protective measures (such as corner protectors) will be added to prevent frame damage.
5. Order Tracking
Once your order is shipped, we will send you a shipping confirmation email containing a tracking number and a link to track your order. You can use the tracking number to check the real-time shipping status of your order through the shipping carrier's official website. For custom hand-painted oil painting orders, we will also update you on the production progress before shipping.
6. Shipping Discrepancies and Damages
a. Missing or Incorrect Items: If you receive an order with missing items or incorrect items, please contact us via email (cgyoqz@icloud.com) within 48 hours of receiving the package, providing your order number, photos of the received items, and a detailed description of the discrepancy. We will verify the situation and arrange for a replacement or refund as soon as possible.
b. Damaged Items: Custom hand-painted oil paintings are fragile; if you receive a damaged item (including damaged canvas, broken frames, or paint peeling), please do not discard the packaging or the damaged item. Contact us within 24 hours of receiving the package, provide your order number, photos/videos of the damaged item and the packaging, and we will assess the damage. We will arrange for a free re-production and re-shipping, or provide a full refund, depending on your preference. Note: Failure to notify us within the specified time or discarding the packaging may affect our ability to process your claim.
7. Shipping Cancellations and Changes
If you need to cancel or change the shipping address, shipping method, or other shipping-related information after placing an order, please contact us immediately. We can only process your cancellation or change request if the order has not been shipped. Once the order is shipped, we cannot cancel or modify the shipping information. For custom hand-painted oil painting orders that have entered the production stage, canceling the shipping will be subject to the cancellation policy stated in Section 26.
8. Contact Us
If you have any questions or concerns about shipping, please contact us via email at cgyoqz@icloud.com. We will respond to your inquiry within 2 business days and provide timely assistance.