FAQ

SHIPPING TIMEFRAME

If your order is time sensitive and you need it by an exact date, please contact us before placing your order to ensure we can meet your delivery request.   We are a small business that values our customers & products. Although we aim to ship all of our online orders same business day or next business day, online orders that are not pre-orders may take 1-3 business days to process after receipt of order. Business days are weekdays, Monday - Friday. This is when we have consistent pickup schedules from our freight and postal providers.  Our goals for shipping is to get the product shipped quickly and to make sure the item arrives safely and in excellent condition.

REFUND POLICY

Customer has 5 days from proof of delivery to make any claims on damaged items. All original fine art is non-refundable, non-exchangeable. All other merchandise has a 14 day from proof of delivery return policy, with proof of purchase for an in-store or online credit. All items must be in original, unused condition. Customer pays return shipping and handling.  All clearance items are non-returnable, non-refundable.

LOST ORDERS

Once the package leaves our facility, our postal and freight carriers are responsible for the package and for it to arrive at your door.  Per the freight/postal carrier's rules and regulation: if the order tracking number shows the package is lost in transit, the customer is responsible for contacting the freight/postal carrier to file a claim. We will be glad to help provide you with any tracking numbers or other documentation they might need in regards to your product or order.  If your package tracking number shows the package is delivered, but your package is not there, we are NOT responsible for lost or stolen packages. If you are worried about packages being stolen, please request a Signature Delivery for your order.

DAMAGED ORDERS

If your item(s) arrives damaged, please email us at 318artandgarden@gmail.com within 5 days of proof of delivery with your order number and a photo proof of the damaged item(s). We will reply to you on how we can handle a claim and/or replace your item or offer a full/partial refund depending on the item and the extent of it's one-of-a-kind nature.

IN-STORE PICK UP POLICY

If you choose FREE IN-STORE PICK UP as your "shipping" option, you will be contacted as soon as your order is fulfilled with details on when and where your order will be available.  If your order is not picked up within a week, we will contact you 3 more times on a weekly basis as a courtesy reminder to our customers. If your order is not picked up after 3 months, your order will be cancelled, restocked, and refunded* as an in-store credit less a 15% restocking and handling fee. If you would like to use your credit online, please contact us to arrange use of this credit.  * This policy does not apply to clearance item(s) and any custom order(s) that are non-returnable and non-refundable.

All information listed here and on our website is subject to change at anytime without notice.

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