Shipping Policy

This comprehensive shipping policy outlines our order processing, delivery timeframes, shipping methods, and customer support procedures to ensure a smooth experience with your purchase.

Processing & Production Time

Our team works diligently to prepare your order as quickly as possible while maintaining quality standards:

- Standard orders are processed within 1-2 business days of purchase, with approximately 4 business days for production
- Custom orders may require additional production time as all products are custom made to order
- Business days are Monday through Friday, excluding federal holidays
- Orders placed after 2:00 PM EST will begin processing the following business day
- Tracking information will be provided via email once your order ships
- Please allow up to 24 hours for carriers to scan and activate tracking information

Shipping Methods & Delivery Times

We offer several shipping options to accommodate your needs:

Domestic Shipping (United States & Canada)

- Standard Ground Shipping: Free for continental USA & Canada
  - Average delivery time: 15 business days from date of purchase
- Express Shipping: Available for an additional fee
  - Delivery within 2-3 business days
  - Costs vary based on order size
- Air Shipping: Required upgrade for Hawaii, Alaska & Puerto Rico
  - Pricing calculated at checkout

International Shipping

- Available for eligible products worldwide
- Delivery times vary significantly based on destination
- Additional time may be required for customs processing
- International shipping rates calculated at checkout

Shipping Logistics & Locations

We maintain strategic shipping operations to serve you better:

- All orders are shipped via trusted courier partners
- Production locations: Montreal, Canada & logistics facility in New York State
- US Customers: Orders ship from New York - No importation fees or customs duties
- Canadian Customers: Orders ship from Montreal - No customs fees
- International orders ship from the most efficient location based on destination

Shipping Rates & Fees

We strive to provide transparent shipping costs:

- Domestic shipping rates are calculated based on weight and destination
- Free standard ground shipping on orders over $75 (domestic orders only)
- Express shipping available at additional cost (calculated at checkout)
- International shipping rates are calculated at checkout based on destination country
- Additional duties and taxes may apply to international orders (recipient's responsibility)

Order Tracking

Stay informed about your shipment's journey:

- Tracking numbers are automatically emailed once your order ships
- Track your order through our website using your order number
- Real-time tracking available through carrier websites
- Please allow 24-48 hours after receiving shipping confirmation for tracking information to update
- Follow each step of delivery until your artwork is received

Professional Packaging & Quality Assurance

Your purchase is carefully protected for transit:

- All artwork is professionally packaged with custom protective materials
- Larger prints: Shipped in strong 3-inch diameter mailing tubes
- Canvas prints include everything needed for hanging, including a mini level
- Multiple protection layers to guard against rough shipping conditions
- Professional quality verification before shipping
- No invoice or pricing included with shipments (perfect for gifts)

Shipping Restrictions & Special Considerations

Please note these important shipping policies:

- We currently do not ship to P.O. boxes
- Some items may have shipping restrictions to certain countries
- Hazardous materials may require special handling and shipping arrangements
- Image optimization available during checkout
- For bulk orders or special projects, contact us for custom quotes

International Shipping Policies

For customers outside the US and Canada:

- International shipping is available ONLY for unframed prints that can be shipped in tubes (rolled canvas & poster prints)
- Framed products ship only to USA and Canada
- Recipient is responsible for all import duties, taxes, and customs fees
- We cannot guarantee delivery timeframes for international orders
- Some countries may have import restrictions on certain products
- International orders may require additional documentation

Delivery Issues & Returns

If you experience any problems with your delivery:

- If your package is marked as delivered but not received, please:
  1. Check all possible delivery locations at your address
  2. Contact your local post office
  3. Wait 24 hours as packages sometimes appear the next day
  4. Contact our customer service if still not resolved
- Missing or damaged items must be reported within 48 hours of delivery
- We offer a 100% Satisfaction Guarantee
- 30-day return policy for any production defects or shipping damage
- Free replacement for damaged or defective products

Address Changes

To ensure accurate delivery:

- Address changes cannot be made once an order has shipped
- Please verify your shipping address carefully at checkout
- Contact customer service immediately if you notice an error before shipping

Contact Information

For any shipping-related questions or concerns, please contact us:

- Email: shipping@vividwalls.co or kingler@vividwalls.co
- Phone: 646 407-0855
- Hours: Monday-Friday, 10:00 AM - 5:00 PM EST

Environmental Commitment

We're committed to sustainability:

- One tree planted for every print through our partnership with Trees for the Future

Policy Updates

We reserve the right to modify this shipping policy at any time. Changes will be posted on our website and will be effective immediately upon posting.

Last Updated: May 30, 2025