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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. Customer will be responsible for any additional shipping charges that are due to incorrect address details given when submitting your order at checkout.
All shipments originate from Lethbridge, Alberta, Canada.
1.2 Tracking
All orders are shipped via Canada Post or UPS unless other arrangements are made and agreed upon by both Diamond Moon Creations and the client and tracking can be found through the respective postal couriers' websites.
1.3 Delivery times
Canada customers: 3-7 business days
USA customers: 3-7business days
*Delivery times do not include the time it takes to properly package your order, and it may add up to 48 hours to shipping time
1.4 Signature
All original artworks, commissioned artworks, and orders over $300 will require a signature for delivery. All other items do not require a signature.
1.5 Custom and Import fees
Customs are subject to regulations and laws of individual countries. All international customers are responsible for all international fees, customs, duties, taxes and brokerage fees for all packages shipped to their country. Orders cannot be canceled, refused or returned because of custom duties, taxes or brokerage fees. Additional shipping fees will apply to re-ship the order if the shipment is returned back to Diamond Moon Creations due to custom issues.
1.6 Lost packages
Diamond Moon Creations has no control over and is not responsible for how the postal service handles or delivers your order. Diamond Moon Creations is not responsible for lost or stolen packages. The customer is responsible to open an investigation with their postal authority.
Please contact diamondmoonwood@gmail.com to discuss your options for a refund or replacement in the case your order was not delivered by the postal service due to the order being lost in transit.
1.7 Damages
If your order shows sign of damage upon delivery due to handling from the postal service, it is your responsibility to:
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for all items (excluding commissioned and original artwork) - report and submit to diamondmoonwood@gmail.com your order number and photographic proof of the damage for us to review to determine refund and return eligibility as well as re-shipment of new product.
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for original and commissioned artwork - inspect for damages to the artwork before signing for the package. All original and commissioned artwork will require a signature upon delivery. Do not refuse delivery but ensure that the driver or postal service notes the artwork was damaged due to mishandling prior to delivery. Then report and submit to diamondmoonwood@gmail.com your order number and photographic proof of the damage for us to review to determine refund, return, and re-creation eligibility.
2.Returns and Refunds
1.1 Final sale
All sales are final. Returns and replacements are accepted based on individual cases. Contact diamondmoonwood@gmail.com to initiate a refund, return and/or replacement of your order.
1.2 Return shipping
The customer is responsible for the cost of shipping to return an order that is eligible for return, refund and/or replacement. Once your order is received by Diamond Moon Creations and shows no signs of damage upon inspection, you will receive a full refund or replacement if that was initially agreed upon before shipping the order back to Diamond Moon Creations.
1.3 Policies per item
1. Commissioned Art: Refunds, returns, and replacements are not available due to customer dissatisfaction with the commissioned artwork. The customer will receive a series of high-quality photos of the finished piece taken with a DSLR camera for the customer to view before shipping. It is the customers responsibility to inspect package(s) for damage to the art piece(s) upon delivery before signing for the package. Do not refuse delivery if there is damage! Make sure the driver or postal service notes the artwork was damaged due to mishandling prior to or upon delivery. Then report and submit to diamondmoonwood@gmail.com your order number and photographic proof of the damages within 48 hours of delivery for us to review to determine refund, return, and re-creation eligibility.
2. Original Art: Refunds, returns, and replacements are not available for original artwork due to unsatisfaction. Diamond Moon Creations uses high-quality photos of the finished piece taken with a DSLR camera for the customer to view and approve online in the shop before purchasing an art piece. It is the customers responsibility to inspect package for damages to the artwork prior to signing for the delivery of the package. Do not refuse delivery if there is damage and ensure that the driver or postal service notes the artwork was damaged due to mishandling prior to or upon delivery. Then report and submit to diamondmoonwood@gmail.com your order number and photographic proof of the damage within 48 hours of delivery for us to review in order to determine refund, return, and re-creation eligibility.
*No refunds, returns or replacements are available to items that are damaged due to customer’s mishandling of the item or artwork.