RETURNS AND SHIPPING POLICY

April 18, 2021

Order Processing

Please include your email address with your order. This information is crucial to ensure you receive updates about your purchase.

We use Stripe as our payment processing platform. It takes about 14 days for us to receive funds. ​Order processing starts within 24 hours of receipt of your payment.

If you are paying by personal check, the funds will have to clear Arte Ana del Castillo's bank account before shipping begins. This can take from 2 to 14 business days. We will let you know via email when the funds are release by your bank.

If you are paying by money order or cashier’s check, we will begin processing your order as soon as we receive payment. You will receive an email confirming receipt of payment.

A special art shipping box is ordered to fulfill your purchase as soon as we receive payment. This box is a substantial cost included in the price of the artwork. It takes 2 to 4 business days for us to receive it. This box contains all the gear to protect the painting during shipping. Add a day for packing and taking the box to FedEx, and 4 to 7 business days for shipping depending on your location.

Return Policy

We want you to love your artwork so if you are not happy, let us know within 7 days by contacting arte.anadelcastillo@gmail.com and we will issue a prepaid FedEx shipping label to affix to the original packaging. You will be charged for the cost of packing materials, return shipping plus liability insurance, and credit card processing fees. Depending on the price, size and weight of the painting, these costs can range from $180 to $1,200.

Follow the instructions below to return the artwork:

  1. Lay the boxes on the floor, the smaller box is the bottom.

  2. Wrap the artwork completely in the bubble wrap (bubbles toward the painting, not facing out) paying special attention to the corners. Mark the front of the painting on the bubble wrap with a piece of tape, this is important later. Securely tape with a good quality packing tape.

  3. Make sure that each piece of the black, bumpy foam sits correctly on the top and bottom of the box - bumps facing inward. toward the painting.

  4. Place the smooth foam window cut-out on top of the bumpy foam on the bottom box (smaller box). The bigger box is the top.

  5. Insert the bubble wrapped artwork into the smooth-foam window cut-out with the front of the oil painting facing up (the mark you placed on it on step 2 facing up). The back of the painting laying flat on the bumpy foam, on top of the foam that is covering the bottom of the box.

  6. Close the box by placing the bigger box with the bumpy foam (facing toward the painting) and make sure the painting does not move or rattle. If it does, fill gaps with bubble wrap. Do not use packing peanuts.

  7. If the box does not close, check to see that the painting is fully inside the cut-out window of foam. If it still does not close, you may have to re-wrap the painting.

  8. Close the box, making sure it closes squarely all around (do not push or force to close) and secure with packing tape all around it, horizontally and vertically.

  9. Remove the original label and place the new return label on it and drop it off at the closest FedEx store.

​​If you don't have the original packing materials, we will not be able to complete your return. 

​Once the artwork safely reaches us, we will process your return. We use Stripe as out payment processing platform, refunds can take between 5 to 10 business days depending on the bank supporting your credit card transactions.

A refund will be issued for the price of the painting minus the cost of return shipping, liability insurance and packing materials. We will send you a copy of the receipts for these deductions via email.

If you paid by check, money order or cashier’s check, we will issue a business check within 2 business days of receiving the artwork back in good condition. Add mailing time via USPS certified mail.

Cancellations

​Orders cannot be changed or cancelled after they have been completed.

Please contact us within 24 hours if you have a change of heart and we will process a refund through Stripe, our payment processing platform. Timing to receive a refund will depend on how quickly payment is processed. If we catch the charge before processing, the original charge will drop off and consequently there will not be a separate credit issued. You will not see this activity in your statement. If the payment was processed, a refund can take over 20 business days.

For more information on Stripe’s policies, please visit https://stripe.com/

Shipping Policy​

​Order Processing

​Order processing starts within 24 hours of receipt of your payment. Receiving payments through Stripe, our payment processing platform, take about 14 business days.

A special art shipping box is ordered upon receipt of payment to fulfill your purchase, a cost included in the artwork price.

Paintings are typically shipped within 3 to 4 business days from receipt of payment (7 to 14 business days). Once your artwork is shipped, please allow 4 to 10 business days for delivery.

​We send art via FedEx Express including liability insurance, this cost is included in the artwork price. Please note, a signature is required for delivery unless you request that your art be delivered without a signature upon checkout. In this case, you will be responsible for the total price of the painting if it gets lost, misplaced or stolen.

 Feel free to Contact Us with any questions.

Packing

​When a painting is ordered, we proceed to buy an especially constructed box and packing materials for shipping artwork, to fit the dimensions of the piece. The box is made of heavy-duty cardboard and contains three layers of foam. The artwork is wrapped in bubble wrap to create a protective barrier. The painting is then placed between layers of thick foam to avoid movement and compression during shipping. The box is firmly taped and marked fragile. A copy of the invoice, certificate of authenticity and details about the painting are included in the shipping pouch taped outside the box. This method of shipping is approved by major air and ground carriers, we use Federal Express.

​Order Tracking

​Once your order has shipped, you will receive a shipment confirmation email with the tracking number so that you can follow the trajectory or your artwork and see the arrival date. A signature is required on artwork delivery unless you inform us otherwise upon checkout by selecting NO in the “Signature Required at Time of Delivery” pop up window. If you choose NO, you will be responsible for the total price of the painting if it is lost, misplaced, or stolen.

To track your artwork type "federal express tracking" on your browser and enter the tracking number provided in your Fulfillment Email, or go to www.federalexpress.com

​Delivery

We only fulfill orders within the contiguous United States via FedEx Express. We do not offer expedite shipping. 

A signature is required for the delivery of artwork purchased from this website. Please track your order to make sure an adult is home to sign for the delivery. If you need to delay a delivery or prefer to pick it up from FedEx, please contact FedEx to make these arrangements.

Upon checkout, you will be asked to choose YES or NO regarding signing for the artwork delivery. If you choose NO, you will be responsible for the total price of the artwork if it is lost, misplaced, or stolen.

Incorrect address information: Please make sure you have provided us with the correct address for delivery. If Federal Express charges additional fees due to any incorrect information given by the buyer, the buyer will be responsible for these additional fees. Incorrect information may include wrong house number, misspelled street address, or an incorrect zip code. You will be supplied with a copy of the statement from Federal Express showing the additional fees, and it will be your responsibility to pay for these extra fees, or we will deduct them from any returns.

Delivery Delayed Due to Acts of Nature: We will not issue any refund if an order delivery is delayed due to causes beyond the shipping carrier's control, including, but not limited to acts of God, natural disasters, or weather delays.

Undeliverable Orders:  Should an order shipped to you be returned to us due to either being refused, unclaimed, or because of an incorrect shipping address given to us, you will be charged shipping cost for the returned shipping and re-sending back to you.  We will inform you of the returned order and shipping cost via email within 24 hours of receipt. 

 If you elect not to have us re-ship the artwork to you, we will issue you a refund for the cost of the artwork minus the cost of return shipping to Arte Ana del Castillo. 

 If the returned shipment was a result of our error, you will not be charged any fees and the artwork will be re-sent to you after notifying you of the error via email.

Lost or stolen packages: We are not responsible for lost or stolen packages confirmed to be delivered to the address entered in an order. We are not responsible for lost, misplaced, or stolen packages delivered without a signature. If you chose to have your artwork delivered without a signature, you will be responsible for the total price of the painting. Upon your inquiry, we will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for you to investigate.

​Orders not received within normal delivery times: If you do not receive your order within 10 business days of shipment, please notify us immediately via email at arte.anadelcastillo@gmail.com or use the Contact Us form. Normal orders require 4 to 7 business days for delivery via Federal Express depending on your location.

Damage in transit: We pack every item with the utmost care and have carefully selected the shipping carrier, so it is extremely rare that paintings are damaged.

​DAMAGES MUST BE REPORTED WITHIN 24 HOURS OF DELIVERY OF A PAINTING. If you receive a damaged piece of art, please retain all original packing material, take photos of the damaged artwork and packaging, and email these photos within 24 hours of receiving your artwork to arte.anadelcastillo@gmail.com  We will then issue you via email re-packing instructions, and a prepaid FedEx shipping label for you to ship back from any FedEx location.

 We will let you know via email, within 24 hours when the damaged artwork is received at Arte Ana del Castillo's studio. A refund will be issued within 2 business days of the damaged artwork reaching us. Refunds processed through Stripe, our payment processing platform, can take from 5 to 10 business days to show up on your end depending on the bank supporting your credit card transactions.

If you paid with check, money order, or cashier’s check, we will issue a business check within 2 business days after receiving the return; add mailing time by USPS certified mail.

​We are committed to providing a good customer experience and will do everything in our power to resolve any issues related to your artwork purchase.