Policies & Info

I run my shop completely by myself so please keep this in mind, I do my best to answer any business inquiries sent to my email within 1 business day! If you don't seem to get a response please check your spam folder.

 

If you are interested in special ordering any product not available in my shop please email me. I take custom orders all the time and would be delighted to create you something unique! I also offer wholesale merchandise to businesses so feel free to inquire through email.

  

I ship as many packages as possible using recycled materials, please do your part to help take care of our beautiful earth and recycle or reuse all packaging :)

   

Orders shipped to the EU will NOT have pre-paid VAT. You are responsible for paying all customs and duties to receive your package. If you do not pay these and the package is returned to me I can not issue refunds for shipping or payment processing/restocking fees.

You can still purchase my art through my Etsy shop https://etsy.com/shop/alteredmoonart more easily with prepaid VAT options. Please contact me with any questions or if you are unable to purchase an item you are interested in!

 

All products purchased through a Partial.ly payment plan are not shipped out until the order is fully paid off. This is because I only receive your payments as you make them, so to avoid fraud I am unable to ship out products until I receive full payment. Thank you for understanding!

If you use ShopPay Installments you will receive your order as usual as I receive payment for those orders upfront.

   

Please note that deposits and payments are not refunded for payment plans that have defaulted (meaning you stopped making payments/ your card was declined multiple times). In some cases I can apply previous payments as a store credit though and I of course can assist in re opening the payment plan for you to finish your payments! Please note I'm unable to offer store credit for payment plans that defaulted for a year or more. This store credit does NOT apply to payment plans for original paintings or handmade/custom items, as I lose out on a potential sale by holding paintings for years just for customers to back out on their final payments. I do my absolute best to offer affordable options for people to buy my work but please understand I have to have some policies in place to protect myself as well. Thank you so much for your understanding <3.

Shipping Information

-In order to help my customers enjoy lower shipping costs I ship prints and stickers that are 6x9 inches or smaller through regular letter mail through USPS, this means there is NO tracking if you choose the $1 shipping option for small prints and stickers. Regular letter mail also can sometimes take much longer than tracked mail, in rare cases anywhere from 3-7 weeks (delays are more likely during holiday season from November through December). I offer the option to convert the shipping type to add tracking for a fee, please make sure you choose the correct shipping option you prefer at checkout!

  

Although I always do my best to replace any lost mail items, I am NOT responsible for lost/delayed letters, please consider upgrading your shipping to a package with tracking included to insure your purchase! If you choose to add tracking to your order your package will arrive sooner in many cases as well (2-6 business days). 

  

In the case an order sent through letter mail hasn't arrived to you I ask that you wait 7 weeks to give it a chance to arrive before I reship your order.  


NOTE: Prints larger than 6x9 inches are shipped with tracking available automatically, so there is no need to upgrade the shipping type.

Processing Times

I ship most all orders for in stock items once a week on Mondays. Orders placed after 3pm ct on Mondays will not be shipped out until the following Monday (1 week later). This processing time excludes made to order items such as clothing, blankets, fine art prints and canvas prints which processing times usually are anywhere from 3 business days to 15 business days and are shipped out by my printing companies. 

Most clothing I sell is made to order and takes anywhere from 2-5 weeks to be made and delivered, so please keep this in mind when ordering!

  

Holiday Processing Times: I ship orders twice a week during the 2 weeks before Christmas, on Mondays and Thursdays. 

I offer an express shipping option for US based orders which means I will do my best to ship your order out within 1-2 business days after it is placed and ship your package as a priority mail and/or UPS package which in most all cases take 2-3 business days to be delivered. If you need your package sooner than this you can message me for a quote for 1 day shipping prices.

  

Express shipping is ONLY available for in stock/ready to ship items! Clothing, blankets, fine art prints and canvas prints are all made to order and are not able to be shipped immediately. If there is an option for faster shipping for these items through the manufacturer you will see the option available at checkout.

I am not responsible for any delays due to shipping. 

 

I ship all packages with either DHL, UPS or USPS international shipping. International shipping can take anywhere from 3 weeks to 3 months.

 

I am not responsible for delays due to customs. 

    

      

I work with a few companies to help manufacture some of my clothing, tapestries, canvas prints and a few other items. Some of these manufacturers make items I cant source locally, so they are not based in the United States. Because of this, some packages shipped out directly by my manufacturers may come from overseas if you are located in the US. Please note that I only work with clothing/home decor factories that are vetted by outside ethics companies to ensure they are ethical, sustainable and are tested and confirmed to not have harmful toxins in their products.

     

      

I do not take refunds but please contact me if there is a problem with your order as I will be happy to help with any issues.

If for some reason I and the buyer agree on a refund (for situations that are not due to my own fault) refunds will only be issued minus payment processing fees (these are not refunded to me when I issue refunds) plus a 5-10% restocking fee. Thank you for understanding :)

Please note I am unable to process refunds or exchanges for clothing due to the fact that everything is made to order and I am a small business and cant afford to do so. I understand it is difficult to determine size online and sometimes things don't fit as expected- so if you have issues with your order fitting I can replace with a different size at a reduced price (This DOES NOT apply to handmade/upcycled/braided items- only manufacturing partner clothing) and you are free to keep the original items to resell or gift to a friend. 

        

If you live somewhere where you need to have signature required delivery PLEASE CONTACT ME BEFORE PURCHASING. If you do not contact me and let me know I have no way of knowing to upgrade your package to require a signature upon delivery. If you live somewhere where stolen packages are common (apartment complexes/ large city/ etc) I highly recommend contacting me to see about adding a signature to your package, if you don't and then your package is stolen there is not much I can do to help in this situation. I will do my best to offer a replacement at a discounted price (if possible) and do everything I can to assist, but please understand I am a very small business and have limited resources when it comes to situations like this. Please note most delivery methods do NOT automatically ask for a signature upon delivery.

     

       

I try to insure most packages so that incase they are lost I can provide a replacement (if possible- NOT possible for handmade items). If you see the option to add insurance when checking out on my website I HIGHLY recommend adding this, as the automatic insurance only covers up to a certain (small) amount. Insurance DOES NOT cover in cases of you providing an incorrect address. Made to order items shipped out by my manufacturer are unfortunately unable to be re-delivered in most cases if they are sent to an incorrect address, so I will provide you a replacement at a discounted price (this does not apply to handmade items or original paintings!) but that is the best I can do in that situation. For items shipped out by me that are returned to me- I ask for a reshipping fee varying from $6-$25 depending on the cost of shipping. Thank you for understanding <3.

   

    

For items I ship out myself the package will usually get returned to me and I can re-ship after you pay the re-shipping fees. For items shipped out by manufacturers- their policy varies so please contact me in this case. Most of the time the manufacturer will not receive the package back unfortunately if they are an overseas manufacturer (many shipping companies have stopped returning international packages to the original sender and instead they are unfortunately destroyed) so the best I can offer is a re-order at a discounted price. I will do my best to offer a re-order at the lowest price I possibly can. Thank you for understanding!

If you order made to order items or items on a payment plan and will be moving before your item ships- please make sure you provide me with an updated address! If you move internationally then you will be responsible for any additional shipping charges/customs/duties.