Shipping policy
Every portrait is illustrated by hand before it is printed, so your order spends time in two places: with our artists, and with the carrier. This policy covers both. Fuller detail, including what to do when tracking stops moving, is on our Shipping Guide.
MAKING YOUR ORDER
3–5 business days, in two parts. An artist illustrates your pet and emails you the finished artwork within 2–3 business days. Nothing is printed until you approve it. Once you approve, your order is printed, checked, packed and handed to the carrier within 1–2 business days.
Please reply to the approval email within 72 hours. If we do not hear from you we print the artwork as it stands so that your order is not left waiting.
Two things can pause this clock: a photograph we cannot work from — we email you before any work starts — and a slow reply to the approval email. See our Image Guidelines before you order.
TIME IN TRANSIT
After dispatch, estimated:
United States — 3–5 business days
Canada, United Kingdom, Australia, New Zealand — 5–7 business days
Europe — 5–10 business days
Japan, Singapore, Hong Kong, South Korea, Malaysia, Israel, United Arab Emirates — 10–15 business days
All delivery times are estimates and are not guaranteed. The delivery estimate shown at checkout is calculated for your exact address and is the one to go by. In November and December carriers are slower everywhere, so please allow up to a week more.
SHIPPING CHARGES
United States: a $10 flat rate on orders under $100, and free shipping on orders of $100 or more.
All other countries we ship to: a $10 flat rate, whatever the order comes to. Free shipping is a United States offer; international postage costs us the same on a large order as on a small one.
Your exact shipping cost is shown at checkout before you pay.
WHERE WE SHIP
We ship to the United States and 27 other countries across Europe, North America, Asia-Pacific and the Middle East. Enter your address at checkout and you will see immediately whether we can reach you. If we cannot, email support@lumorastudios.art and tell us where you are — we add countries as we grow.
We cannot ship to military (APO/FPO/DPO) addresses. If one is entered at checkout we will email you to ask for an alternative. Where the cost of shipping to the new address is higher than the amount charged, we will invoice you for the difference and proceed once it is paid.
TRACKING
All orders ship with tracking. A tracking link is emailed to you the moment your parcel leaves us. If you cannot find it, check your spam and promotions folders first, then see Track Your Order.
IMPORTANT TO NOTE
• Address changes must be requested within 30 minutes of your order, by emailing support@lumorastudios.art. After 30 minutes your order is already with our team and the address can no longer be changed. Please check your confirmation email as soon as it arrives.
• Skip the Line speeds up the artwork, not the carrier. It moves your photograph to the front of our artists’ queue so your approval email arrives sooner. Transit time is unchanged.
• Orders with more than one item may arrive separately. If one piece is finished ahead of the others we ship it rather than hold the whole order back.
• Import duties and taxes are not included. Depending on where you live, the carrier may collect local duties or taxes before delivery. These are set by your own government, not by us, and we cannot estimate them in advance.
• We are not responsible for delays caused by carriers, customs processing, incorrect addresses supplied at checkout, or other events outside our control. Once we hand your parcel to the carrier, title and risk of loss pass to you.
IF SOMETHING GOES WRONG
Parcel damaged, or lost in transit? Email support@lumorastudios.art with your order number and, for damage, a photograph. We will open a trace with the carrier and stay on it with you until it is resolved. See our Refund Policy for what happens next.
QUESTIONS
Our FAQ covers what we are asked most. If your question is not there, email support@lumorastudios.art and a real person will answer.