Shipping policy

Shipping and Delivery Policy

Thank you for shopping with Artisan Frame Gallery. We are committed to processing and delivering your order as safely, accurately, and promptly as possible. Please review the following Shipping and Delivery Policy before placing your order.

1. Order Processing Time

After your payment has been successfully completed, orders are generally processed, inspected, packed, and dispatched within 1 to 3 business days.

Business days do not normally include:

  • Saturdays and Sundays;

  • U.S. federal holidays;

  • Dates when our warehouse or shipping carriers are not operating.

Processing times may be longer during promotional periods, holidays, high-volume sales events, inventory adjustments, or other exceptional circumstances.

Once your order has been shipped, we will send a shipping confirmation email to the email address provided at checkout. This email will usually include the carrier name and tracking number.

Please note that order processing time and shipping transit time are separate. Estimated delivery times begin once the package has been handed over to the shipping carrier.

2. Shipping Origin

Our products are primarily shipped from warehouses, partner suppliers, or third-party fulfillment centers located in the United States.

Depending on product availability, warehouse location, order contents, and delivery destination, items in the same order may be shipped separately from different U.S. locations.

If your order is divided into multiple shipments:

  • Packages may arrive on different dates;

  • Each package may have a separate tracking number;

  • Receiving one item before another does not mean that any item is missing;

  • Unless otherwise stated at checkout, you will generally not be charged additional shipping fees for split shipments.

3. Shipping Destinations

We ship to countries and regions available for selection during Shopify checkout.

Our shipping destinations may include:

  • The continental United States;

  • Certain U.S. territories;

  • Canada;

  • The United Kingdom;

  • Selected European countries;

  • Australia;

  • Other countries and regions available at checkout.

If your country, state, region, or postal code cannot be selected during checkout, we may not currently offer delivery to that location.

Remote areas, military addresses, P.O. boxes, forwarding addresses, and restricted locations may be unavailable for delivery or may require additional transit time.

4. Estimated Delivery Times Within the United States

After an order leaves our U.S. warehouse, estimated delivery times are generally:

  • Standard Shipping: 3 to 7 business days;

  • Expedited Shipping: 2 to 4 business days;

  • Express Shipping: 1 to 3 business days.

Available shipping methods will be displayed during checkout.

These estimates do not include order processing time and are not guaranteed.

Delivery to the following locations may require additional time:

  • Alaska;

  • Hawaii;

  • Puerto Rico;

  • Guam;

  • U.S. Virgin Islands;

  • U.S. military addresses;

  • Remote areas of the United States.

Estimated delivery to these locations may take approximately 5 to 15 business days, depending on the carrier and local delivery conditions.

5. Estimated International Delivery Times

For orders shipped from the United States to international destinations, estimated transit times are generally:

  • Canada: 5 to 12 business days;

  • United Kingdom: 7 to 15 business days;

  • European Union countries: 7 to 18 business days;

  • Australia and New Zealand: 8 to 18 business days;

  • Other countries or regions: 10 to 25 business days.

These estimates do not include order processing time, customs clearance time, or delays involving local delivery partners.

International delivery times may be affected by customs procedures, local carriers, destination-country regulations, and other circumstances outside our reasonable control.

6. Shipping Carriers

Depending on the warehouse location, package weight, package size, delivery address, and selected shipping method, we may use carriers such as:

  • USPS;

  • UPS;

  • FedEx;

  • DHL;

  • Other domestic or international logistics partners.

We cannot guarantee that customers will be able to select a specific carrier for each order.

The carrier name will normally appear in the shipping confirmation email or tracking information after dispatch.

7. Shipping Fees

Shipping fees are calculated and displayed at checkout based on factors including:

  • Destination country or region;

  • State and postal code;

  • Number of items;

  • Package weight;

  • Package dimensions;

  • Shipping method;

  • Order value;

  • Available carrier services.

You will be able to review the final shipping charge before completing payment.

If free shipping is available, the applicable minimum order value or other conditions will be displayed at checkout or on the relevant promotional page.

Unless otherwise stated at checkout, product prices and shipping fees may not include:

  • Import duties;

  • Value-added tax;

  • Customs clearance fees;

  • Local carrier handling fees;

  • Other taxes or charges imposed by the destination country.

8. Order Tracking

Once your order has been shipped, we will send the tracking number to the email address provided at checkout.

Tracking information may take 24 to 72 hours to become available in the carrier’s system.

If you have recently received a tracking number but cannot see any updates, please allow additional time for the carrier to scan and process the package.

Tracking statuses may include:

  • Shipping label created;

  • Package received by carrier;

  • In transit;

  • Arrived at distribution center;

  • Out for delivery;

  • Delivered.

A status showing “Shipping label created” does not necessarily mean the carrier has physically received or scanned the package.

For international orders, the package may be transferred to a local carrier after entering the destination country. A new local tracking number may then be issued.

9. Shipping Address Requirements

Before placing your order, please make sure the following information is complete and accurate:

  • Recipient’s full name;

  • Street address and house number;

  • Apartment, unit, suite, or floor number;

  • City;

  • State, province, or region;

  • Postal or ZIP code;

  • Country;

  • Telephone number;

  • Email address.

Customers may be responsible for delays, failed delivery, returned packages, lost packages, reshipping fees, or address-correction charges caused by incorrect, incomplete, invalid, or unclear address information.

If you notice an error in your shipping address, please contact us as soon as possible at:

zhi351755162@gmail.com

If your order has not yet entered the packing or shipping process, we will make reasonable efforts to update the address.

If your order has already been packed, labeled, or transferred to the carrier, we may be unable to change the address.

Any address modification is subject to confirmation by us or the shipping carrier.

10. Shipping Delays

All delivery times are estimates and are not guaranteed.

Orders may be delayed due to:

  • Severe weather;

  • Natural disasters;

  • U.S. or destination-country holidays;

  • High-volume sales periods;

  • Carrier network congestion;

  • Carrier operational delays;

  • Customs inspections or clearance delays;

  • Flight, vehicle, or route cancellations;

  • Labor disputes or strikes;

  • Government restrictions;

  • Public health emergencies;

  • War, civil unrest, or other events beyond our reasonable control;

  • Incorrect addresses or invalid contact information.

A temporary lack of tracking updates does not necessarily mean the package is lost. The package may still be moving through the carrier network, awaiting transfer, scanning, or customs clearance.

If your order has significantly exceeded the estimated delivery period, please contact us at:

zhi351755162@gmail.com

Please include:

  • Order number;

  • Recipient’s name;

  • Email address used for the order;

  • Tracking number;

  • Screenshot of the current tracking status;

  • A detailed description of the issue.

We will make reasonable efforts to assist with the carrier inquiry, but we cannot guarantee an immediate response or resolution from the carrier.

11. Split Shipments

Orders containing multiple items may be shipped separately because:

  • Products are stored in different warehouses;

  • Products have different inventory availability;

  • Products require different packaging;

  • Certain products require special handling;

  • Fulfillment arrangements differ between items.

You may receive multiple shipping confirmation emails and tracking numbers.

Please check each tracking number separately.

If only part of your order has arrived, review all available tracking information before contacting us.

12. Packages Marked as Delivered but Not Received

If tracking shows that your package has been delivered but you cannot locate it, please first:

  1. Check your front door, mailbox, garage, back entrance, or other secure delivery locations;

  2. Ask household members, roommates, neighbors, coworkers, or building staff whether they accepted the package;

  3. Check your apartment reception desk, mailroom, or parcel locker;

  4. Contact the local carrier to confirm the exact delivery location;

  5. Review any delivery photo or proof of delivery;

  6. Confirm that the shipping address on the order is correct.

If you still cannot locate the package, please contact us promptly.

We may assist you in submitting an inquiry or investigation with the carrier.

When the carrier confirms delivery to the correct address and provides valid proof of delivery, any resolution may depend on the carrier’s investigation results.

13. Lost Packages

If tracking has not updated for an extended period or the carrier confirms that the package is lost, please contact us by email.

After the carrier completes its investigation and confirms the loss, we may offer one of the following solutions:

  • Reshipment at no additional charge;

  • Replacement with an item of equal value;

  • Partial refund;

  • Full refund.

We may be unable to offer free reshipment or a full refund if the package was lost or undeliverable because:

  • The customer entered an incorrect address;

  • The address was incomplete;

  • The customer requested an address change directly with the carrier;

  • The customer instructed the carrier to leave the package in an unattended location;

  • The package was correctly delivered according to the carrier’s records;

  • The customer failed to collect the package;

  • The customer refused delivery;

  • The customer provided an invalid telephone number.

14. Items Damaged During Shipping

Please inspect your package and products as soon as possible after delivery.

If an item was damaged during shipping, contact us promptly at:

zhi351755162@gmail.com

Please include:

  • Order number;

  • Product name;

  • Clear photos or videos showing the damage;

  • Photos of the outer packaging;

  • Photos of the internal packaging;

  • Photo of the shipping label;

  • A detailed description of the issue.

Please retain the product, outer packaging, protective materials, and shipping label until the claim has been resolved.

After review, we may offer:

  • Reshipment;

  • Replacement;

  • Partial refund;

  • Full refund.

Do not discard the damaged item or packaging before contacting us and receiving further instructions.

15. Failed Delivery and Returned Packages

A package may be undeliverable or returned because:

  • The address was incorrect or incomplete;

  • The postal code was incorrect;

  • An apartment, suite, or unit number was missing;

  • The telephone number was invalid;

  • Multiple delivery attempts were unsuccessful;

  • The customer refused the package;

  • The customer failed to collect the package;

  • The delivery location was inaccessible;

  • Customs duties were not paid;

  • Local laws or customs restrictions prevented delivery;

  • The carrier was otherwise unable to complete delivery.

If a package is returned to our warehouse, we will review it after receipt.

If the customer requests reshipment, an additional shipping fee may apply.

If the customer requests a refund, we may deduct applicable costs, including:

  • Original shipping charges;

  • Return shipping charges;

  • Address-correction fees;

  • Carrier handling fees;

  • Customs duties or clearance fees already incurred;

  • Other costs related to the failed delivery.

16. Refused Packages

Please do not refuse a package without contacting us first.

Refusing delivery does not automatically qualify as an approved return.

The customer may be responsible for costs resulting from refusal, including:

  • Original shipping charges;

  • Return shipping charges;

  • Carrier handling fees;

  • Customs duties;

  • Storage charges;

  • Other related expenses.

To return an item, please first submit a request under our Return and Refund Policy and wait for return authorization and instructions.

17. International Customs, Duties, and Taxes

International shipments from the United States may be inspected by customs authorities in the destination country.

The recipient may be required to pay:

  • Import duties;

  • Value-added tax;

  • Customs clearance charges;

  • Local carrier handling fees;

  • Other government or logistics charges.

Unless otherwise clearly stated at checkout, these charges are generally the responsibility of the recipient and are not included in the product price or shipping fee.

Customs and tax requirements vary by country, and we cannot determine the exact amount in advance.

We recommend checking with your local customs or tax authority before ordering.

If a customer refuses to pay import duties or customs charges and the package is refused, destroyed, or returned, we may deduct the following from any refund:

  • Original shipping charges;

  • Return shipping charges;

  • Customs duties;

  • Clearance charges;

  • Carrier handling fees;

  • Other related expenses.

18. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible before it is shipped.

If the order has not yet been processed, packed, or dispatched, we will make reasonable efforts to cancel it.

We may be unable to cancel an order once:

  • The product has been packed;

  • A shipping label has been created;

  • The package has been transferred to the carrier;

  • The package has entered transit.

If cancellation is no longer possible, you may request a return after receiving the order, subject to our Return and Refund Policy.

An order is not considered canceled until you receive written confirmation from us.

19. Events Beyond Our Control

We are not responsible for processing, shipping, or delivery delays caused by events beyond our reasonable control, including:

  • Natural disasters;

  • Extreme weather;

  • Fire or flooding;

  • War or terrorism;

  • Labor disputes or strikes;

  • Port, airport, or distribution-center congestion;

  • Flight or transportation cancellations;

  • Government restrictions;

  • Customs inspections;

  • Public health emergencies;

  • Logistics network disruptions;

  • Communications or information-system failures;

  • Other unforeseeable or unavoidable events.

When such events occur, we will make reasonable efforts to assist you in checking the status of your order.

20. Policy Updates

We may update this Shipping and Delivery Policy from time to time due to changes in logistics services, warehouse arrangements, shipping destinations, business operations, or applicable laws.

The updated policy will be published on this page.

Orders will generally be governed by the policy in effect at the time of purchase, unless applicable law requires otherwise.

21. Contact Us

If you have any questions regarding order processing, shipping, tracking, or delivery, please contact us at:


To help us respond more quickly, please include:

  • Order number;

  • Recipient’s name;

  • Email address used for the order;

  • Tracking number;

  • Detailed description of the issue;

  • Relevant photos or screenshots.