shipping & returns

 

SHIPPING & RATES

Shipping is not included in pricing of artwork, prints or consumables.

My aim is to ensure that you receive your order as quickly as possible, while ensuring that each order is safely and securely packed for transportation. All artwork is packaged with extreme detail and care.

​A daytime delivery address must be provided as all parcels require a signature on delivery. P.O. Box addresses are not accepted. A tracking number will be provided once your order has been dispatched, and your parcel will be left at your local post office if there is no one available to accept the delivery.

Shipping costs cover fees, packaging supplies, time, labor, and storage.  
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Shipping within Australia

  • All packages are sent with Australia Post - I have found them to be the most reliable, Australian based service.

  • You have the ability to choose standard or express service at checkout. Please note that this is for shipping timelines only, and does not take into account printing and packaging times. If you require a package for a specific day, please contact me beforehand.

International Shipments

  • Shipping is available worldwide - I currently only have pricing set within North America, Western Europe, the United Kingdom and New Zealand. If you live outside these countries, please contact me for a freight quotation.

  • Shipping costs are calculated at checkout based on package weight and distance.

  • Please note: Local guidelines apply once your purchase arrives in the country of destination and may be subject to local Customs duties and/or local taxes in that country. These taxes and duties are not included in your purchase. Please check with the local authority to ascertain applicable rates as these charges are borne by you and not JennaChartrand.com We have no control over the processing time by Customs in each country.

Refused Shipments

If you decide to refuse any shipments from Jenna Chartrand Fine Art, you are responsible for the original shipping charges, any duties, taxes and/or customs charges that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your purchase refund.

If you have any further questions or special requests, please don’t hesitate in getting in touch!

 

RETURNS & EXCHANGES

Every order, commission, and sale is handled with care and as much clarity and transparency as possible. My goal is for you to be completely thrilled with your purchase! Please read below to see how we can help you.

Original Artworks & Commissions

All sales of original artwork are final.

Prints and Products

Returns and Exchanges are accepted on items within 5 business days of receipt for items that are in their original condition. If you wish to return a reproduction print, a restocking fee amounting to 20% of the print cost will be applied. We are more than happy to exchange a print for you, though the restocking fee for the original print will still be applied, as we print to order and try our best to not have prints sitting in stock.

For Refund, we will refund the value of the item (via the original form of payment). Original shipping and handling charges are non-refundable, You will be notified via email once this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from JennaChartrand.com

For Exchange, with confirmation of availability, the new item will be shipped to you once we receive your return. Exchanges within Australia are shipped to you with no additional freight charge, while International exchanges incur re-delivery charges (which are subject to quotation).

For any questions regarding returns or exchanges please contact us via email at info@jennachartrand.com

 

YOUR OrDER

All item prices are shown in Australian dollars and upon check out you will be charged in Australian dollars.

 

PAYMENT METHOD

Jenna Chartrand will accept payment via credit card (Visa and MasterCard), Paypal, Cash or direct bank transfer (account information will be provided on your invoice). Our payment process is secure and uses SSL refer to Privacy Policy for further detail. If the above method of payment is not suitable for you please contact me via info@jennachartrand.com for assistance.

A deposit of 50% is required to commence Commissioned Work. Final payment is required when the work is complete. Progress Payments are also acceptable and will be discussed between the client and Jenna Chartrand. The artwork will not be shipped until full payment has been received.

 

ORDER CANCELLATION

Orders cannot be altered or cancelled once items have been dispatched.

Reproductions and non-original products:
You may cancel your order within the first 24 hours of purchase. Returns and exchanges are handled on a case by case basis.
We are not liable for any mishandling or failed delivery by the shipping service (Australia Post).
Please contact info@jennachartrand.com within 7 days of receiving your artwork.

Original Paintings:
All sales of original artwork are final. Orders canceled within the first 24 hours will incur a 20% restocking & re-marketing fee. Returns or exchanges of original work are not available except for the most extreme situations.

 

TRACKING YOUR ORDER

Once your order has been dispatched we will then send another email with dispatch confirmation and appropriate tracking information.

 

DAMAGED ARTWORK

We are not liable for any mishandling or failed delivery by the shipping service (Australia Post or Otherwise), and we are not liable for any damage incurred post-delivery. We work hard to package each order with care in sturdy flat mailers and tubes so that it arrives undamaged, and we suggest you handle your new artwork with care when framing and stretching. Please be kind when reaching out and remember that we do not run the post office or Australia Post, and we have no control over the treatment of your package in transit. It’s just as much of a bummer for us to see damaged prints as it is for you to receive them.

That being said, this is how we typically handle situations that fall outside of our control:

Damaged Print
We are happy to reprint and ship your order at no extra cost to you if your print is damaged in transit. We require you to contact us as quickly as possible, within 1 business day of receiving your artwork, with photos of the damage. We ask that you return the print to our studio, either in the original packaging or in sturdy packaging purchased at your local post office. We are unable to replace for free any prints damaged after delivery, so please place your print in a place away from possible water or heat damage, and handle the artwork with care when framing and stretching.

Not Delivered / Lost / Stolen
If your package is marked “Delivered” and yet is nowhere to be found on your doorstep, please first check your confirmation email to ensure that you input the correct shipping address. We are unable to replace any print order for free if the shipping address is incorrect. This does happen occasionally, and it is not uncommon to have the package returned here to the studio. If that is the case, we are more than happy to forward it to your correct address, though we ask that you pay for the postage. If the address is correct and you believe your package to have been lost or stolen, you must contact the shipping service personally. Unfortunately, there isn’t anything we can do on our end, so we are unable to address any failed delivery or theft issues directly. We are unable to reprint any order for free that has been not delivered, lost, or stolen.

 

CONTACT

Jenna Chartrand welcomes your questions or comments regarding this Statement of Shipping & Returns. If you believe that Jenna Chartrand has not adhered to this Statement, please contact Jenna Chartrand at:

Jenna Chartrand Fine Art

info@jennachartrand.com

Effective as of May 1, 2020