Shipping policy
WHERE WE SHIP TO
Currently, we ship to the United States and Canada. We are unable to ship to PO boxes. To ensure smooth delivery of all our products, we recommend that you use a physical address.
WHERE WE SHIP FROM
Our products are shipped from different locations depending on stock availability and customer location. We do our best to ensure that orders are delivered in the same region they are printed, which enables faster shipping times and lower shipping costs.
Some of our products are individually packaged to protect their shape and provide extra cushion and durability. The products we ship separately are posters and canvases.
In some cases, products from the same order can also be fulfilled in different facilities, which means they will be shipped separately.
SHIPPING COSTS & TIMES
Unless specified otherwise by us, shipping costs are additional to product prices. We offer live shipping rates, so you will see these options at Checkout:
1. Express: approximately 1-3 business days in the US and Canada
2. Standard: approximately 3-6 business days in the US and 4-7 business days in Canada
Only the options(s) available for your address will appear. For example, if Express shipping is not available for your address, you will only see the Standard option.
Express rates are calculated in real time, while Standard rates are fixed/flat. For a SAMPLE overview of Standard rates, see the table below.
Your order may ship in multiple packages, but you will not be charged any additional shipping fees. The shipping cost you are quoted at Checkout will be prorated and applied based on the value of each individual shipment.
Standard Rates. Rates vary according to the country you are located in, the type of product ("product category") you purchased, and the number of items purchased. You don't need to do any calculations because they are done automatically on our Checkout page, which shows the final shipping cost. You can also use the Shipping Cost Estimator in your Cart. The table below is provided for illustrative purposes only.
DELIVERY TIMES
Consistent with our mission to provide sustainable products, our artwear and artdécor is made to order ("printed on demand") to prevent waste resulting from excess inventory. Since your order is customized, it takes time for us to create and send it out, and shipping often takes longer than you are used to with Amazon. Thanks for your support and patience!
All orders ship after they are made ("fulfilled"). Our estimated delivery time (EDT) is our prediction of when an order could be delivered to you, as outlined in the table below. The EDT is the sum of an estimated fulfillment time (average is 2-7 business days for artwear products and 2-5 business days for artdécor products) and estimated shipping time (detailed above). Think: EDT = estimated fulfillment + estimated shipping.
You will see the final EDT on our Checkout page. We work hard to meet our EDT, but it is not a guarantee. You can receive your order past its EDT for reasons that we can't predict, including fulfillment-related delays in our supply chain like blank products being out of stock and shipping-related delays like service disruptions. We thank you in advance for understanding delays that might occur due to COIVD-19 and apologize for any inconvenience this may cause.
We will do our best to contact you and advise you of any changes to your EDT. If you have not received your order and it is past its EDT, please allow it a few more days. Then, get in touch with us at support@themallornproject.com so we can check your order status and let you know how to proceed.
TRACKING
Once your order is ready, we hand it over to the carrier and send you a shipping confirmation email that contains a link to our order tracking page. It provides the latest updates on the location of your shipment. If you have any problems, you can contact us at support@themallornproject.com and we'll do our best to help you.
CUSTOMS FEES
You are liable for any and all import duties, customs, and taxes ("customs fees"), which are due at the point of, or after, delivery. Any customs fees are paid by you to the appropriate customs agency.
We do not have any control over what, if any, customs fees are levied by the country your order is shipped to ("destination country"). We cannot tell you what the cost of customs fees will be because these costs vary depending on your order value, country limits ("tax-free threshold", if it exists, for imported products) and other factors based on the product itself, and packages that move through customs are randomly selected. Your local customs office can provide accurate information.
PACKING SLIP
No price is displayed on the packing slip. For international orders, retail prices are shown on the outside of the package due to shipping regulations.
PACKAGING
Our artwear products are generally packaged in polymer mailers. If there is more than one item, each one gets its own polymer bag, then we place them all together in one polymer mailer.
Our artdécor products are packaged differently depending on the item. Canvases are packaged in cardboard boxes ranging in dimensions of 12 by 18 by 2 to 28 by 38 by 6 in. Posters are packaged in triangular kraft boxes to ensure safe delivery and avoid the use of plastic caps.
Learn more about our sustainable packaging.
PROBLEMS WITH SHIPPED ORDERS
You might experience one of these problems with your shipped order:
Order labelled "return to sender": There are a few possible reasons why this happened:
1. The address you provided was incorrect or information was missing ("wrong shipping address").
2. Your package was waiting to be collected but was not picked up within the required time ("unclaimed shipment").
3. The addressee was not available at the time of delivery.
To have your order re-shipped, send an email to support@themallornproject.com. You will have to pay the shipping cost again.
Order status is "delivered" but you did not receive it: If this happened, follow these steps:
1. Verify the address you provided is correct.
2. Check with the carrier and inquire if any additional details were left by the delivery person (e.g., "left under the stairs on the front porch"). We are not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
3. Check with your neighbours.
4. Contact your local post office.
5. For international orders, contact customs.
6. If you cannot locate the package, email us at support@themallornproject.com for help. We can reship the order, but you will have to pay the order and shipping cost again.
Order was lost in transit: For packages lost in transit, claims must be submitted no later than 3 weeks after the estimated delivery date, by sending an email to support@themallornproject.com.
After we receive your email, we may ask for your help to confirm that the shipping address was correct, and that you are in touch with the shipping carrier to try to locate the lost order. Claims deemed an error on our part are covered at our expense. This means we will cover the costs of re-ordering and re-shipping a replacement product for you.
Order was damaged in transit: If the order arrives damaged, see our "Damaged Products Policy".