1. Free Instant Replacements (Transit Damage or Defects)
In the rare event that your package is mishandled during transit, arrives damaged, or contains a printing defect, we will immediately ship a brand-new replacement at 100% zero cost to you, or issue a complete refund according to your preference.
How to request a replacement:
- Email our studio at highpointpressshop@gmail.com within 30 days of delivery.
- Include your order number and 1 or 2 clear photos showing the damaged artwork, frame, or outer packaging.
- Our team will respond within 24 hours to confirm your priority replacement shipment. No return shipment of damaged goods is required.
2. Order Cancellations & Modifications
We gladly accept order cancellations and adjustments within 6 hours of purchase. Because each piece is produced on-demand, once production queues and paper cutting have initiated after the 6-hour window, cancellations can no longer be processed.
3. Made-to-Order Custom Art Policy
Because each print is individually printed and custom framed to your exact specifications (size, paper finish, frame color), we do not accept standard returns or exchanges for buyer's remorse, incorrect size selection, or change of mind.
To help you choose the ideal size and format before ordering, please review our comprehensive Paper & Framing Guide, or reach out to us with any questions. We are always delighted to help you visualize pairings and gallery wall dimensions!
4. Lost or Stolen Packages
If tracking indicates your parcel has stalled for more than 10 consecutive business days without a carrier scan, please contact us. We will file a carrier tracer investigation and ship a priority replacement if the carrier confirms the package is lost.
5. Customer Care & Support
If you encounter any issues whatsoever with your order, please reach out to us:
- Studio Email: highpointpressshop@gmail.com
- Response Time: Within 24 business hours (Monday through Saturday)
- Resolution Guarantee: 100% satisfaction committed on every single order