Shipping policy

Last updated: August 2026

Each artwork is carefully prepared and packaged before beginning its journey to you.

I ship original paintings and fine art prints to Canada, the United States, the United Kingdom, Europe, and many other international destinations.

Available shipping destinations, methods, and rates are shown at checkout.

If your country is not currently available at checkout, please contact me before placing your order and I will be happy to see whether shipping can be arranged.


Original Paintings

Original paintings are carefully inspected and securely packaged before shipment.

Because each original artwork requires individual preparation and protective packaging, processing times may vary depending on the size of the artwork, destination, and shipping requirements.

Once your artwork has shipped, you will receive a shipping confirmation email with tracking information where tracking is available.

Please note that processing time and shipping time are separate.

If an original painting requires a specific preparation period before shipping, this information may also be provided on the artwork's product page or in your order confirmation.


Fine Art Prints

Fine art prints may be produced after your order is placed.

Production times vary depending on the print size, material, framing option, production partner, and destination.

Once your order has been submitted, you will receive an order confirmation by email.

When your print has shipped, you will receive a shipping confirmation email with tracking information where available.

Please note that production time is separate from the estimated shipping/transit time.


Shipping Rates

Shipping costs are calculated and displayed at checkout based on the products in your order, shipping destination, and available delivery method.

For certain oversized original paintings or destinations requiring specialized delivery, additional shipping arrangements may occasionally be required.

If this applies to your order, I will contact you before shipment.


Estimated Delivery Times

Estimated shipping times may be displayed at checkout or provided with your shipping confirmation.

These delivery times are estimates rather than guaranteed delivery dates unless expressly stated otherwise.

Actual delivery times may vary due to:

  • customs processing;
  • carrier delays;
  • severe weather;
  • holidays and peak shipping periods;
  • remote delivery locations; or
  • other circumstances outside my reasonable control.

International orders may take longer to arrive because of customs processing in the destination country.


Tracking Your Order

When tracking is available, you will receive a tracking number by email once your order has shipped.

Please allow some time after receiving your shipping confirmation for the carrier's tracking system to update.

If your tracking has not updated for an extended period or your order appears to be significantly delayed, please contact me through the Contact page with your name and order number and I will help investigate the shipment.


Customs, Duties & Import Taxes

Orders shipped outside the country from which they are fulfilled may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Unless these charges are specifically shown as collected at checkout, they are not included in the product price or shipping charge and are the responsibility of the customer to the extent permitted by applicable law.

Customs and import requirements vary by country.

International customers are encouraged to check their country's import rules and potential charges before placing an order.

I do not control customs charges and cannot predict their amount.

I am not responsible for delays caused by customs authorities.


International Orders

International customers are responsible for ensuring that the artwork or product they order can legally be imported into their destination country.

Occasionally, customs authorities may request additional information from the recipient before releasing a shipment.

Please respond promptly to any requests from the carrier or customs authority to help avoid delays or the shipment being returned.


Shipping Address

Please carefully check your shipping address before completing your order.

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error after placing your order, please contact me as soon as possible.

If your order has not yet shipped, I will make reasonable efforts to update the address.

Once an order has been shipped, I cannot guarantee that the carrier will be able to change or redirect the delivery address.

Where permitted by applicable law, additional shipping costs caused by an incorrect or incomplete address may be the responsibility of the customer.


Refused or Unclaimed Shipments

Please do not refuse an international shipment because customs duties, taxes, VAT, or other import charges are due.

If a shipment is refused, abandoned, or returned because:

  • customs charges were not paid;
  • delivery was repeatedly unsuccessful;
  • the parcel was not collected;
  • required information was not provided to customs or the carrier; or
  • an incorrect or incomplete address was supplied,

any refund will be handled in accordance with my Returns & Refunds Policy and applicable law.

Where legally permitted, shipping costs, return shipping charges, customs fees, brokerage charges, or other costs incurred because the shipment was refused or unclaimed may be deducted from any refund.


Delayed Shipments

Occasional shipping delays can occur, particularly with international orders.

A delayed delivery does not necessarily mean that a shipment has been lost.

If your package appears significantly delayed, please contact me and I will help investigate the shipment with the carrier.

Please note that I cannot guarantee delivery by a particular date unless that guarantee has been expressly agreed to in writing.

If you are purchasing artwork for a birthday, holiday, wedding, or another specific date, I recommend ordering as early as possible.


Lost Shipments

If tracking indicates that your order may have been lost in transit, please contact me.

I will work with the shipping carrier or fulfillment partner to investigate the shipment.

Carrier investigations may require information from the recipient and can take some time to resolve.

Where a shipment is confirmed as lost, I will work with you on the appropriate solution, which may include replacement where possible, a refund, or another remedy in accordance with applicable law.

Because original paintings are one-of-a-kind, an identical replacement may not be possible.


Packages Marked as Delivered

If tracking shows that your order has been delivered but you cannot locate it, please:

  1. check around the delivery location;
  2. check with other members of your household or building;
  3. check with neighbours or building management where appropriate; and
  4. contact the shipping carrier.

If you still cannot locate the package, please contact me as soon as possible so I can help determine whether a carrier investigation can be opened.

A carrier's “delivered” status does not automatically determine your legal rights, and any claim will be assessed based on the circumstances and applicable law.


Damaged Shipments

Please inspect your order as soon as possible after delivery.

If your artwork arrives damaged, please contact me as soon as possible and include photographs of:

  • the damaged area;
  • the entire artwork or print;
  • the outer shipping packaging;
  • the internal protective packaging;
  • the shipping label; and
  • any visible damage to the package.

Please keep all original packaging while the claim is being reviewed.

The carrier or production partner may require photographs or inspection of the packaging as part of the claim.

For complete instructions, please see my Damaged Artwork & Shipping Claims Policy.


Multiple Items

If your order contains more than one item, products may occasionally be shipped separately.

This may occur when products require different packaging or are fulfilled from different locations.

When available, separate tracking information will be provided for each shipment.


Questions About Shipping

If you have questions about shipping your order, please contact me through the Contact page at:

zhannasamsonova.com

Please include your order number if your question relates to an existing order.