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.
For international orders, it's most likely going to be shipped out with the economy (5-10 days) or no rush (10-20 business days) method.
If your packages do get lost in transit and the shipping address was 100% correct, we've got your back! We'll ship out a new order with tracking, at our expense.
Keep in mind that we don't ship orders to Cuba, Iran, Iraq, and North Korea. We ship internationally to all other countries. Please confirm and contact us if you have any questions/ concerns.
2. When will my order ship?
Our print-on-demand products require 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.
3. Where are some of our European fulfillment centers located?
One of our European fulfillment centers is located in Riga, Latvia. We're located in a factory building close to the city center, in a neighborhood with a rich manufacturing history.
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 printing on-demand is being able 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 Europe location 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. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
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 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. In the case that you've set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we'll contact you for an updated 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 used in our packaging are recyclable, biodegradable, 100% 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 (1-20 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 10-20 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.
If you still have questions, 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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