SHIPPING & RETURNS

1. Shipping

1.1 Cost Shipping cost is calculated as a flat rate for Canada and the United States of America and includes packaging materials, handling, and insurance. The customer is responsible for any additional shipping charges incurred due to incorrect address details provided at checkout and possible duty fees. All shipments originate from Lethbridge, Alberta, Canada.

1.2 Tracking All orders are shipped via Canada Post or UPS unless otherwise agreed upon in writing. Tracking information will be provided via the respective courier’s website once the order has dispatched.

1.3 Delivery Times

  • Canada: 3–7 business days

  • USA: 3–7 business days

  • Processing: Delivery times do not include packaging time. Please allow 2–3 business days for professional packaging and handling prior to dispatch.

1.4 Signature Requirements All original artworks, commissioned artworks, and orders exceeding $300 require a signature upon delivery. All other items will be delivered according to standard courier protocols.

1.5 Customs and Import Fees International customers are responsible for all customs fees, duties, taxes, and brokerage fees. Orders cannot be canceled, refused, or returned due to these charges. If a shipment is returned to Duirmoon Studio due to customs issues or refusal to pay fees, additional shipping charges will apply to re-ship the order.

1.6 Lost Packages Duirmoon Studio is not responsible for lost or stolen packages once handled by the postal service. In the event of a package lost in transit, the customer is responsible for opening an investigation with the postal authority. Duirmoon Studio will assist the client throughout the claims process to reach a resolution.

1.7 Damage Claims If your order arrives damaged, you must report it within 48 hours of delivery.

  • Standard Items: Email your order number and photographic proof of the damage (item and packaging) to duirmoon@gmail.com

  • Original/Commissioned Art: You must inspect the package before signing. If the container is visibly crushed, punctured, or wet, you may refuse delivery; however, you must take photos of the damaged packaging before it is returned to the courier. If you accept delivery, ensure the driver notes the damage. Report all findings to duirmoon@gmail.com with photographic proof immediately.

2. Returns and Refunds

2.1 Final Sale All sales are final. At the sole discretion of Duirmoon Studio, exceptions may be made for items damaged during transit, provided the reporting requirements in Section 1.7 are met.

Note on Materials: All artwork is crafted from natural wood. Variations in grain, color, and texture are inherent characteristics of the material and are not considered defects.

2.2 Return Shipping The customer is responsible for all return shipping costs. Refunds or replacements will only be processed once the item is received by Duirmoon Studio and passes inspection for secondary damage.

2.3 Policies per Item Type

  • 2.3.1 Commissioned Art: Refunds and returns are not available due to dissatisfaction. Prior to shipping, the client will receive high-quality DSLR photos of the finished piece. These photos serve as the definitive record of the item's condition and appearance. Approval of these previews constitutes final acceptance; subsequent "item not as described" claims will not be honored if the piece matches the approved previews.

  • 2.3.2 Original Art: Refunds and returns are not available due to dissatisfaction. Duirmoon Studio provides high-quality DSLR photos in the shop to ensure the client can approve the piece prior to purchase.

  • 2.3.3 Ready-to-Ship Art: Refunds will not be provided due to dissatisfaction with the artwork. Since the wood grain and color varies from piece to piece, pictures of the available works can be supplied upon request for the client to choose the exact one they would like to order. Ready-to-ship artwork that has been damaged in transit cannot be refunded, but a replacement can be supplied once the damaged piece has been returned. Duirmoon Studio is not responsible for the return shipping of a damaged artwork

2.4 Exclusions No refunds, returns, or replacements are available for:

  1. Items damaged due to customer mishandling.

  2. Natural wood movement, warping, or cracking occurring after delivery due to environmental changes (e.g., humidity, extreme temperature shifts, or exposure to direct sunlight).

All damage-related claims must be submitted within 48 hours of delivery.