The last thing we want is for your valuable prints to get damaged, or worse, lost during shipment! In the very rare case a shipment is lost or damaged by the carrier, here are our policies:
Damaged Prints
If the carrier has somehow damaged your order (smashed tube or box), or you see other issues that look like damage to your print, please contact us via Live Chat with the icon in lower right corner, or submit a 'damaged print' report under HELP in our main menu. With both methods, please snap a photo of the damaged prints and the damaged shipping tube or box (if applicable) so that we can see what you are describing and start a claim with the carrier. We'll then work with you ASAP to get a replacement sent out.
Lost Order
In the rare case a carrier loses your order and it never arrives, we'll work with you to get a replacement sent to you. Please keep in mind that a package is not considered lost until the following:
For UPS shipments:
A package is lost only after tracking has not updated for more than 48 hours, or the shipment is more than 48 hours past it's original "arrives by" date quoted on your order confirmation. We are usually able to verify quickly with UPS that they cannot locate your package.
For USPS shipments:
USPS shipments are unique in that their tracking is often innacurate for most of the shipments journey to you. Tracking will often say nothing more than "label created" or you'll see an update at a hub with no further updates for a week or more. We warn customers during checkout that USPS is a great economical shipping method when you have a little more time to receive the shipment, aren't on a deadline, and are not going to focus on the tracking information. The only date that matters is the quoted "arrives by" date that was shown before checkout when you chose this shipping method, which can be found on your order confirmation. In 2025, we've found that the USPS is taking up to 3 - 4 days past this date in rare situations (weather, congestion at hubs, rural areas, etc). For these reasons, a USPS shipment is not considered late until 5 days business days after the quoted "arrives by" date on your order confirmation. On the 5th business date after that date, we will work on a reprint and replacement shipment for you, however we have found in virtually every case, orders that customers fear are lost do show up within 5 business days of the "arrives by"date. Typically orders arrive much faster than the "arrives by" date, but the USPS is unpredictable. For reliable shipping and tracking, we recommend choosing UPS.
Here is a great example showing USPS tracking where the customer was convinced for a week the order was lost and demanding a reprint, despite our assurances it was going to show up, and it did, exactly 2 days after it's "arrives by" date. You can see from the 14th - 18th and from the 18 - 26th, it might seem lost, although it is not. This is a great example showing what we mean that USPS tracking is vague and not to focus on it.
