Shipping & Returns

How will my order be shipped?

We ship the majority of our orders with UPS, but we cannot guarantee a specific carrier – but we do guarantee we’ll ship it to arrive by the time we say it will. We ship from our studio in Jingdezhen, China.

How long does it take for my order to ship?

Since each of our products is handmade, it will take approximately 12 days for you to receive your order. However, it’s worth the wait because each product is beautiful and unique! And after placing your order, you will see the status of your order as “Processing” on the “Track Your Order” page. We prioritize orders based on guaranteed delivery dates to ensure that your item arrives on or before the date we promised. For customized items, please contact us to confirm how long it will take for you to receive your item. Please be assured that your item will arrive on the date we promised!

My order didn’t arrive in time, and now I’m in trouble. What next?

If your order is shipped and not delivered when you expected it, we will discuss options with you to make it work. Simply contact us and we’ll make it right. If we have to write a handwritten apology note for who you were going to give your gift to, we can discuss that, too.

My tracking link says “Shipment Ready for UPS.” You guys didn’t ship on time!

That’s not a question, but fair enough point. We have a daily pickup from UPS, and do not print labels until we ship your package. If UPS is claiming they have not received their package and the label was printed a previous day, it is likely that our local UPS distribution center did not scan your package. It may be late, it may not. Trust us, we’re frustrated with the carriers too!

I entered the wrong delivery address! How do I change it?

We understand that mistakes happen. If your order hasn’t shipped yet (typically, if you noticed on the same business day you placed your order), we can change it free of charge. However, once your order has been shipped from our facility, we can no longer change the address at no charge, as our carriers (typically UPS) charge us a hefty fee to update the delivery address. There are then two options: You can purchase the Delivery Address Update option where we will perform a delivery intercept with the carrier and reroute your shipment. Or, if your order shipped with UPS (the majority if them will), you can manage your delivery and update the address, typically free of charge, from UPS My Choice, a free portal from UPS to manage all your deliveries, not just ours. Trust us, we hate charging for this – but have no other choice if it’s not caught early enough! Contact Us if you have any questions on this.

My item was delivered but I never received it! Can I get a refund?

If your delivery link indicates that your item was delivered but you did not receive it, we will file a claim with our carrier on your behalf. We will also work with you to get a replacement item shipped to you ASAP. However, we are not able to issue refunds for item that are lost in transit.

Can I return artshell after I receive it?

If your product is not a customized product, you can return it, but you must contact us within one week of receiving the product.

I bought my artshell for someone special and we broke up! Can I get a refund?

We’re sorry to hear that! Unfortunately, breakups can be expensive. We can’t offer a refund on artshell bought for someone that you’re no longer communicating with, we apologize!

Help! My artshell broke!

Some shell products are fragile, so do treat your shell with care. That’s also why we use a lot of bubble wrap when we originally ship your shell. But we empathize with accidents, because we loved making your shell as much as you loved receiving it. Generally, we offer a big discount on replacement shell of the same image and text you used with your original order – but we require a tragic photo of your shell in pieces in order to do this. Reach out to us on our Contact Us page and give us a short description of what happened, and we’ll follow up with a request for proof and let you know what we can do to replace your shell for a discount. Accidents happen, we hope to make them sting a little less.

I have a shipping or return question that wasn’t listed here!

If you’ve read this far, you probably know that the solution to any question that isn’t listed here is to drop us a line on our Contact Us page and we’ll reply to your individual situation personally. We’ll make sure you’ll be talking about us to all your friends – and our goal is to make it good things that you’re talking about!