Standard shipping is free on every order within the United States, with no minimum spend.
Shipping Policy
Every order ships free. Here is exactly how long each product takes to make, how long it takes to arrive, and what we do when something goes wrong on the way.
2–5 business days to make, then typically 3–7 in transit within the US.
A tracking number by email the moment the carrier scans your parcel.
Arrives broken and we remake and reship free — you keep the first one.
What shipping costs
Nothing. Standard shipping is free on every order, to every address we ship to, with no minimum spend. The price you see in your cart is the price you pay, and the total at checkout is the total.
We do not add handling fees, packaging fees or fuel surcharges. If you choose the optional shipping protection, that is the only shipping-related line that will ever appear on your order.
How long we take to make it
Nothing is printed in advance. Every piece is made after you order it, from the photograph you send us, which is why production time is separate from delivery time. Your total wait is production + transit.
| Product | Made in | Notes |
|---|---|---|
| Canvas prints | 2–4 business days | Printed, stretched over a wooden frame and hand-finished |
| Wooden puzzles | 3–5 business days | Larger piece counts and framed options sit at the longer end |
| Diamond painting kits | 3–5 business days | Canvas printed and every drill colour counted and packed by hand |
| Hand-painted digital portraits | Within 12 hours | Delivered by email as a print-ready file — nothing ships |
Business days are Monday to Friday, excluding public holidays. An order placed on a Friday evening starts production on the following Monday.
We check every photo by handBefore anything is printed, a person looks at your image for resolution, crop and colour. If it will not print well at the size you chose, we email you before we start rather than after — which is occasionally why an order sits a day longer than the table above.
How long delivery takes
Transit time starts when the parcel leaves us, not when you order. These are the carrier's typical windows, and they are estimates rather than guarantees — weather, customs and peak seasons all move them.
| Destination | Typical transit | Tracked |
|---|---|---|
| Contiguous United States | 3–7 business days | Yes |
| Alaska & Hawaii | 5–10 business days | Yes |
Peak periods run longerFrom late November to the end of December, and around major holidays, add three to five business days to every figure above. If you need something for a specific date, order early and tell us the date in the notes box at checkout — we will tell you honestly whether it can be made.
Tracking your order
You get a confirmation email the moment the order is placed, and a second email with a tracking number as soon as the parcel is scanned by the carrier. Tracking can take 24–48 hours to start showing movement — a number that says nothing yet is normal, not a lost parcel.
You can follow an order in three ways:
- Track My Order — order number plus the email you ordered with, no account needed.
- Your account — every order you have placed, with its stage and the photo you sent.
- The carrier's own site, using the tracking number in your shipping email.
Shipping protection
At checkout you can add optional shipping protection. It covers the two things standard delivery does not: a parcel that goes missing in transit, and a parcel that is stolen after it is marked delivered.
- Lost in transit — no carrier movement for seven business days past the estimated delivery date. We remake and reship at no cost.
- Marked delivered but missing — reported within seven days of the delivery scan. We remake and reship at no cost.
- Damaged in transit — always covered, protection or not. See damaged parcels.
Protection is optional and always priced clearly before you pay. Without it, a parcel confirmed lost by the carrier is still handled case by case — we have never left a customer with nothing — but protection makes it automatic rather than a conversation.
Getting the address right
We ship to the address exactly as you enter it. Please check the apartment or unit number, the ZIP or postal code and the recipient name before you place the order — those three account for almost every delivery problem we see.
You can change it — for a short whileAn address can be corrected free of charge until the order enters production. Email us straight away with your order number. Once it has been printed and packed, we can no longer redirect it.
If a parcel is returned to us as undeliverable — wrong address, no safe place, unclaimed at a collection point — we will contact you. Reshipping to a corrected address is free the first time; after that we ask you to cover the postage.
We can ship to PO boxes and to APO/FPO addresses, but transit to those is slower and tracking detail is thinner. We cannot ship to a freight forwarder and guarantee the order.
If it arrives damaged
Everything is packed in a corner-protected box designed so the piece cannot move. It still, occasionally, does not survive the journey. If yours arrives damaged:
- Photograph the item and the outer box, including any crushed corners or tears.
- Email us within 14 days of delivery with your order number and the photos.
- We remake and reship at no cost, or refund you in full — your choice. You will not be asked to post the damaged piece back.
Full detail, including what happens after 14 days, is in our Returns & Refunds policy.
Where we ship
The United States only, for now. That includes Alaska, Hawaii and US territories. The checkout will not accept an address anywhere else, which is deliberate — we would rather turn an order away than take money for a parcel we cannot reliably deliver.
International shipping is coming, and the first countries will be Canada, the United Kingdom and Australia. If you are outside the US and want one of these made, write to us — we will tell you honestly whether we can do it yet, and let you know when your country opens.
Because everything ships domestically, there is no import duty, VAT or customs handling fee on any order. The total at checkout is the total.
Digital portraits
Hand-painted portraits — watercolour pet, texture oil and memorial — are digital products. There is no parcel, no shipping cost and no tracking number. Your finished file arrives by email, usually within 12 hours of you submitting the photo, as a high-resolution print-ready file.
It is yours to print however you like: at home, at a local print shop, or at any lab. If the email has not arrived, check your spam folder first — then write to us and we will resend it.
Still have a question?
Contact Us One of our representatives reads every message, and answers within one business day.