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Shipping Information for Print Orders

Our Commitment

We're excited to offer beautiful physical prints of your generated artwork shipped directly to you. To ensure quality and efficient delivery, we partner with Finerworks, a professional print lab based in the United States.

Shipping Origin

All physical print orders are shipped primarily from Finerworks' main facility located in San Antonio, Texas, USA.

Domestic Shipping (United States)

We offer several shipping options within the United States, typically including Economy, Ground/Standard, and Express services (like 2 Day or Overnight). Typical transit times range from 1-7 business days depending on the selected service and your location relative to Texas. Specific options, estimated delivery times, and final shipping costs for your address are calculated and displayed during checkout.

International Shipping

We are pleased to offer international shipping to many destinations outside the United States, facilitated by Finerworks using services like UPS i-parcel for enhanced reliability and tracking.

Transit Times

  • International delivery typically takes approximately 2 to 4 weeks from the date your order ships from the fulfillment center.
  • Please note that this is an estimate. Actual delivery times can vary significantly based on your country, specific location, customs processing times, local carrier delays, weather, and other factors.

Shipping Costs

  • International shipping costs are calculated automatically during checkout based on your destination address, and the size/weight of the items ordered, using rates provided by our fulfillment partner.
  • The final calculated shipping cost for your specific order and address will be displayed during checkout.

Oversized Items

  • Oversized & Freight Items: Please be aware that some orders may be too large to ship via regular UPS or FEDEX Ground, which may require oversized shipping or via freight.
  • Manual Shipping Quote Required: In these cases, our automated system may not be able to provide an accurate shipping cost during online checkout (it might show as "To Be Determined" or be unavailable).
  • What To Do: If you encounter this for an item you wish to order, please do not complete the checkout online. Instead, please contact our support team at support@smartpalette.io with the following details:
    • The specific item(s) and size(s) you wish to order.
    • Your complete shipping address.
  • Our Process: We will then work with our fulfillment partner to obtain a custom shipping quote (which may involve freight charges) for your specific oversized order. We will communicate this quote back to you via email. If you wish to proceed, we will arrange a way to process the order manually with the agreed-upon shipping cost.
  • Pre-Order Estimates: If you anticipate ordering a very large item and want a shipping estimate before designing it, feel free to contact us with the approximate size and destination details, and we'll do our best to provide a preliminary estimate.

Tracking

  • Most international orders shipped via UPS i-parcel include tracking.
  • You may notice a delay of 3-4 business days before the tracking number shows activity. This is normal as the package travels to the main UPS i-parcel export facility in the US.
  • Tracking updates will continue once the package enters the international carrier network and arrives in your country.

IMPORTANT: Customs, Duties, and Import Taxes (VAT/GST)

  • Orders shipped outside the United States may be subject to import duties, customs fees, and local taxes (such as VAT or GST) levied by the destination country.
  • These additional charges are NOT included in the item price or the shipping cost paid at checkout.
  • You, the recipient, are solely responsible for paying any such import duties, taxes, and fees. These are typically collected by the shipping carrier on behalf of your local customs authority, often before or upon delivery.
  • We cannot predict these charges, as customs policies vary widely from country to country. Please contact your local customs office for more information.
  • Refusal to pay these fees: If you refuse to pay the required duties/taxes, the package may be returned to the sender or abandoned. Any costs incurred due to refusal (including return shipping or abandonment fees) are your responsibility and may be deducted from any potential refund.

Lost or Damaged Shipments

  • International shipping involves more handling and longer transit, slightly increasing the risk of loss or damage compared to domestic shipping.
  • If your order arrives damaged, please contact us immediately at support@smartpalette.io. Take clear photos of the damaged item(s) AND the packaging it arrived in, as this helps us arrange a replacement with Finerworks and improve packaging if needed.
  • If your order seems lost (e.g., no delivery or tracking updates after 4-5 weeks), please contact us. We will investigate with Finerworks. Please also double-check that the shipping address you provided was complete and correct, as address errors are a common cause of delivery issues.

Contact Us

If you have any questions about shipping before placing your order, please don't hesitate to contact us at support@smartpalette.io.