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Frequently Asked Questions (General FAQs)
1. Do you ship worldwide?
Yes, we do ship internationally to the USA, Europe, Asia, Middle East, and more. We offer international shipping across the world to most countries.
For international orders, it's most likely going to be shipped out with the economy (5-10 days) or no rush (10-30 business days) method.
Keep in mind that we don't ship orders to Cuba, Iran, Iraq, and North Korea. We ship internationally to mostly all other countries. Please confirm and contact us if you have any questions/ concerns.
2. When will my order ship?
Our made to order products require around 2-7 business days to print and manufacture before shipping. Products will ship from the manufacturing facilities located nearest to your shipping address. More than 50% of our orders are shipped within 3 business days or less. We do offer gift wrapping services from time to time occasionally and it may take longer than average but your product will be carefully repackaged and inspected by us before shipping to you. Although, it may take a bit longer than normal, you will benefit from the higher quality product control and enjoy our premium packaging.
3. Where are some of our European fulfillment centers located?
One of our European fulfillment centers is located in Riga, Latvia. Our production facility is located in a factory building close to the city center, in a neighborhood with a rich manufacturing history in Europe.
4. Why is my shipping label in euros?
We normally print shipping labels in USD. But for orders fulfilled in Europe, we print the value in euros so it's easier to go through customs checkpoints and mail sorting centers within Europe. Packing slips are still in USD, as that's the only currency we operate with. We are planning on printing packing slips in whichever currency customers use, but that won't be implemented for a while.
5. Does FedEx ship to PO Boxes?
They don't ship to US based PO Boxes, but will ship to some international PO Boxes. We will not refund a FedEx shipping rate if a US based PO box is entered.
6. Why is my product out of stock?
The biggest pro of our made to order services is our ability to offer dozens of unique models and color options for your products. To be able to offer so many variants, we don't maintain stock of all product variants, but restock the less popular items on demand (this usually takes just a few days and is calculated in our fulfillment time). However, sometimes you might encounter a situation when your product is out of stock at our suppliers for a longer period of time. Usually, it's because:
- the manufacturer has low quantities of the product,
- they're located further from us,
- the item has suddenly been discontinued.
7. Where can European locations orders ship to?
Multiple factors affect whether an order can be fulfilled and shipped from our Europe location. Those include product type availability, stock availability, and shipping address. Order routing happens automatically so the branch that's the best fit will fulfill an order. We don't guarantee all orders shipping to a specific country will always ship from our Europe location.
Our Europe location may fulfill orders being shipped to the following countries:
Europe: Albania, Andorra, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Serbia, Slovakia, Slovenia, Spain, Svalbard and Jan Mayen, Sweden, Switzerland, Ukraine, United Kingdom, Vatican City.*
Worldwide: Armenia, Azerbaijan, Bahrain, China, Georgia, Hong Kong, Indonesia, India, Israel, Japan, Jordan, Kazakhstan, Korea, Kuwait, Kyrgyzstan, Lebanon, Macao, Malaysia, Mongolia, Oman, Pakistan, Philippines, Saudi Arabia, Singapore, Sri Lanka, Taiwan, Tajikistan, Thailand, Turkey, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Qatar, Anguilla, Antigua and Barbuda, Argentina, Brazil, Chile, Colombia, Dominica, Greenland, Jamaica, Paraguay, Peru, Suriname, Uruguay, Venezuela, Benin, Botswana, Cameroon, Cape Verde, Congo, Egypt, Eritrea, Ghana, Kenya, Mali, Mauritius, Morocco, Mozambique, Namibia, Nigeria, Seychelles, South Africa, Tanzania, Tunisia.*
*This list will expand to include other countries over time!
You may be surprised to see some countries on this list! Remember that we'll route orders with the goal of getting your order to the destination the fastest.
8. What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.
It would also be good to double check that you got in touch with their local post office to try locating the lost order.
Keep in mind that if tracking information states an order was "delivered" but you haven't received it, we won't take responsibility and reship that order. In that case, any replacements for all the product costs, taxes, shipping costs..etc. would have to be at your expense.
9. How can I check the status of an order?
You will receive a tracking number via your email address once we received your full payment and we shipped out your order. You can track the status of the shipment via the tracking number via email.
10. How do you package frames?
Frames are first wrapped in tissue paper to protect them from scratches and are then wrapped in a layer of adhesive bubble wrap. Finally, they are wrapped in a thicker, more durable bubble wrap that will add extra protection during shipment.
11. How are your products packaged for shipment?
Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Frames and canvases are usually shipped in corrugated boxes, ranging in dimensions of 26x20x18 to 28x5.5x38. Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Frames and canvases are usually shipped in corrugated boxes, ranging in dimensions of 26x20x18 to 28x5.5x38.
12. What if the recipient's address was wrong?
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.
13. Are the packaging materials recyclable?
The poly bags that are used in most of our packaging are mostly recyclable, biodegradable, virgin polyethylene film, FDA and USDA compliant.
14. How long does it take for my order to be processed?
From the time your order is placed and the date when you receive it, there are two processes to consider.
Fulfillment: Standard fulfillment time is around 2-7 business days. Once your order has been fulfilled and left our building you will receive a notification with shipping information if applicable. Depending on the circumstances and inventory levels, it may take longer than usual. Don’t fret, though! All of the big LA wholesale factories are practically in our backyard, including American Apparel. This means it’s super easy to keep stocked and minimizes wait time for you and your customers!
Shipping: You have several shipping options to choose from - they can range from within 1-8 business days (10-30 business days for international orders) depending on the courier and level of service you select.
15. What's the average transit time for European shipments within the EU?
For orders shipped from our Europe location to a European destination, the average delivery time is 5-10 business days after fulfillment. The average delivery time for orders shipped from our Europe location to non-EU regions is 10-30 business days.
Keep in mind that on average orders shipped to EU destinations can be delivered even faster!
16. Who pays the customs duties & taxes?
Shipments outside of the USA may incur customs fees depending on the destination country. The fee may vary depending on your order value, country limits, and other factors based on the product itself. Our end customer is responsible for these fees. Any fees are paid to appropriate customs agency by the end customer.
Customs agencies often calculate duties/fees based on the declared retail price.
Heidi Kimura Art LLC doesn't currently offer a way to display paid VAT or a VAT ID on shipping labels or packing slips.
With Heidi Kimura Art LLC live shipping rates, orders to Canada generate an Int'l Economy Duties paid with tracking option (4-8 business days after fulfillment). This method can be useful for tracking packages so that they're less likely to get lost in the mail.
17. How can I check the status of my order?
When your order ships, we will send you a shipping notification email with tracking information. To track your package, please allow 24-48 hours after the receipt of the email for the shipping carrier to update your shipment information. If you have not received your order by the end of the delivery window that we estimated during checkout, please contact our online customer service here. A customer service representative will get back to you as soon as possible.
18. Can I cancel or change my order?
We begin processing your order immediately upon receipt. For this reason, we cannot cancel or change your order once you have submitted it to us.
19. Can I change or update my shipping address?
We begin processing your order immediately upon receipt. Unfortunately, we are currently unable to change your shipping address once you have placed your order with us.
20. I haven’t received an order confirmation email
If it has been more than 24 hours since you placed your order with us and you have not received an order confirmation email, please contact us here to request a status update on your order. Please check your Spam or Junk email folder, and ensure that email@example.com is also added to your address book.
21. Why was my order canceled?
For the security of all of our customers, we review all orders to ensure that credit cards or other payment types or not being used by unauthorized persons. If we are unable to verify some or all of your payment information, we may need to cancel your order. We apologize for any inconvenience this may cause.
22. Why wasn’t my order authorized?
For the security of our customers, our Order Management System reviews all orders. If we are unable to verify some of your payment information, your order may be canceled.
23. Can I track my order?
When your order ships, we will send you a shipping notification email with tracking information. To track your parcel, please allow 24-48 hours after the receipt of the email for the shipping carrier to update your shipment information.
24. I haven’t received my order
Although we try our best to deliver your order during the estimated delivery window, delivery dates are not fully guaranteed. If you are ordering items that will be shipping from another country, your items may be subject to customs clearance procedures, which can cause delays outside of our control. Additionally, labor strikes, bad weather conditions, natural disasters, and other reasons can cause delays outside of our control.
If you cannot track your package using the tracking link provided in the shipment notification email and the estimated delivery time has passed, or if the tracking link or information states that the package was delivered but you haven’t received it, please contact us here.
25. Item missing from order
Please check the shipment notification email as we may ship an order in multiple shipments depending on item availability and locations of fulfillment centers. If an item appears on the shipment notification email but was not in the package when delivered, please contact us immediately here.
26. Problem with item
If you received a wrong item, an item with the wrong color or size, or an item that was damaged upon arrival, please contact us immediately here. If the originally ordered item is out of stock and cannot be shipped, we will refund the amount paid for the originally ordered item, inclusive of any shipping charges you may have paid.
27. Do you accept returns or cancellations/ offer refunds or exchanges?
We do not offer any refunds or returns for all purchased items as ALL our sales are final and non-refundable. We do not accept any returns/ cancellations/ exchanges. This includes all purchased items whether you purchased an item at full price or at a discounted rate. Unfortunately, your returns would not be accepted even if you insisted to return and shipped the package back to us and you would be responsible to pay for all associated charges.
28. How will COVID-19 affect my orders?
Our fulfillment times are currently taking longer than usual and may continue to increase until Covid-19 is controlled. Read more here.
This should cover most of your concerns, but if you still have questions, please contact us here.
(We will try our best to get back to you within 1-3 business days)
Enjoy your shopping today!
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