Shipping policy

Please note

  • We do not accept returns on art prints or original works unless the item arrives damaged. See “Damaged on arrival” below.
  • Free domestic (USA) shipping may be offered on selected products. See the product page for details.
  • Expedited service and special requests may incur additional fees.
  • For carrier delays or return-to-sender situations, see “Refused/Unclaimed/RTS” below.

Production and transit times (USA)

Orders ship quickly. Please allow 1–5 business days for production/processing, plus approximately 3–6 business days for standard delivery within the continental U.S. Carrier timeframes are estimates and are not guaranteed.

Signature, tracking, and managing delivery

  • Signature: Original artworks and most expedited shipments require a signature for security and insurance. If your package is insured and signature-required, we will state that clearly in the same email where we provide your tracking link.
  • Tracking: You will receive a carrier tracking link with your shipment notification.
    • UPS tracking: https://www.ups.com/track?loc=en_US&requester=ST/
    • FedEx tracking: https://www.fedex.com/en-us/tracking.html
  • Manage delivery: After you receive your tracking link, you manage delivery options directly with the carrier.
    • UPS My Choice (free): view tracking details, get alerts, pre-sign when a signature is required, change the delivery date or address, or choose Hold at Location (UPS Access Point). https://www.ups.com/us/en/track/ups-my-choice
    • FedEx Delivery Manager (free): get notifications, add delivery instructions, redirect or hold at a FedEx location, place a vacation hold, and in some cases virtually sign. https://www.fedex.com/en-us/delivery-manager.html

Best practice: Hold at Location is the most reliable way to avoid missed attempts. Carriers may hold a package at a nearby location after an unsuccessful attempt (for example, if no one is available to sign) or when delivery options are not set in advance. Use your tracking link to choose Hold at Location or adjust the date if you will not be home.

Where we ship

We currently ship to the USA and Canada. Buyers are responsible for any duties, taxes, or import fees.

Carriers and services

We ship primarily via UPS and FedEx. For small, non-urgent parcels we may use an economy service (e.g., UPS economy or FedEx Ground Economy). These services are slower than Ground and are not used for originals or insured/signature-required shipments. You can request an upgrade to Ground, 2-Day, or Next Day service.

Address accuracy

Please enter your shipping address correctly, including apartment/suite numbers. If a package is delayed, misrouted, refused, or returned due to an incorrect or incomplete address, the order is not eligible for a refund. We can re-ship after it returns to us; re-shipping charges apply.

Refused, unclaimed, or returned-to-sender (RTS)

If a shipment is refused, unclaimed, or returned to sender for any reason other than confirmed carrier damage:

  • The order is not eligible for a refund.
  • We can re-ship once the artwork returns to our studio.
    • If the returned carton is unopened and intact, you pay re-shipping only (plus insurance for originals and certain limited editions).
    • If the carton is not intact on return, we will ensure it is safely prepared and send you a re-shipping quote.

Damaged on arrival

If you see damage to the shipper carton, photograph it before opening and keep all packing materials.

  • Tell us within 48 hours of delivery and include clear photos of the outer box, inner packing, and the artwork.
  • If damage occurred in transit, we will replace the piece. If a replacement is not available, we will refund the order after the damaged artwork and any Certificate of Authenticity are returned to us.

Please keep all packing materials until we confirm your claim with the carrier. Missing packaging or photos can limit the remedies the carrier will approve.

Opened packages

Packages that have been opened are not eligible for return or refund.
Only exception: confirmed transit damage reported under “Damaged on arrival.”

How we ship prints

Museum-quality prints ship flat by default in rigid, protective packaging for safe arrival.

Large formats may ship flat in oversized boxes or art crates.

Rolling in a wide-diameter art tube is used only when it better protects the piece or is required for safe transit. If rolling is used, prints are interleaved and never creased or folded.

Prefer flat-only for a specific order? Tell us and we’ll confirm and quote any added packing costs.

Lost shipments

If a package is marked lost by the carrier, we will open a claim and keep you informed. Resolutions follow the carrier’s investigation. If the carrier approves the claim and a replacement is not available, we will refund the order.

Questions

Questions before ordering? Contact us or email support@audreyschilt.com.