Logistics Issues

Logistics Issues 

Our artworks are shipped from the location of the artist. Currently, we collaborate with DHL for logistics. If your country/region does not support this shipping method, please contact us at theartistinkraft@gmial.com or service@theartistinkraft.com, specifying the name of your country/region. We kindly ask that any subsequent issues be communicated via email. Once your order has been paid for, we will contact the artist to pre-package the artwork according to our regulations. We will ship your order within 15 working days. All logistics information will be sent to you via email to ensure that you can track your order status in real-time.

Logistics precautions

Although we prefer to use DHL uniformly for logistics transportation, the arrival time of artworks may vary due to differences in policies, environments, and other factors across different regions. We cannot guarantee a specific arrival time for the artworks. If you have any questions during this period, please contact our email address: theartistinkraft@gmail.com.

We will actively assist you in safeguarding your legitimate rights and interests for any issues arising from logistics. However, we cannot guarantee a specific delivery time, as there are uncontrollable factors involved, such as delays at border customs and destination customs. When we detect a delay in the artwork due to these reasons, we will actively cooperate with the customs authorities to help ensure the normal transportation of the artwork's logistics. Unfortunately, we are powerless against customs delays and cannot assume any responsibility for them. We can only actively cooperate and urge the situation as reasonably as possible.

Since we use DHL for logistics transportation, if you choose the signature-free delivery option, we will not be responsible for any issues that arise under this mode, such as the logistics package being reported as delivered to the destination but then going missing or getting damaged.

Regional Differences

Although we prefer to use DHL uniformly for logistics transportation, the arrival time of artworks may vary due to differences in policies, environments, and other factors across different regions. We cannot guarantee a specific arrival time for the artworks. If you have any questions during this period, please contact our email address: theartistinkraft@gmail.com, or service@theartistinkraft.com.

Artwork Loss and Damage Policy

We will do our utmost to ensure the good condition of the artwork at the time of logistics delivery. However, we cannot control all issues that may arise during the logistics process. Therefore, we sincerely hope for your cooperation.

Firstly, you need to ensure that you have provided a valid and accurate shipping address. We will not be held responsible for any loss of the artwork due to an incorrect address. However, if you realize there is an issue with the address you provided, please contact us via email. If possible, we will actively contact the logistics provider to help you modify the final delivery address. But if the logistics process has already commenced and any costs are incurred due to the address modification, you will need to bear those costs yourself.

Please provide a valid and working phone number. Your contact information is intended to assist couriers and customs officials. We will not share any of your personal information unless it is directly related to the delivery of the products you have purchased.

The dimensions and sizes of the artworks we sell are clearly stated in the product information. If you require additional services, such as custom framing or other services, your shipping time may be longer. The costs associated with reframing will also need to be paid separately by you.

If we determine that your package has been lost in transit, we will fully refund your payment. If you agree to exchange it for another artwork of equivalent value, we will contact the artist to conduct a normal artwork transaction for you. If there is a price difference between the two artworks, we will refund you the difference, or you will need to pay the difference between the two artworks.

Please note that a package lost in transit is different from a package marked as "delivered" by the courier and then lost. If the package status is marked as "delivered" and it is subsequently lost, although we will still actively contact the logistics company to assist you, any losses incurred will need to be borne by you.

Shipping of oversized artwork

For some oversized artworks, we may require a longer period for shipping processing, typically within 15 days. This is because oversized artworks need to be packed in wooden crates or, in the case of oil paintings, the inner frames need to be carefully disassembled and packed without affecting the condition of the artwork. Therefore, after you confirm the purchase of an extra-large artwork, we will contact you individually via email to determine the final packaging and shipping method.

In addition, regarding the transportation of oversized artworks, we will provide you with the most secure packaging and shipping method recommendations. However, if you insist on using what you consider to be the most reasonable method for packaging and transportation, you will need to bear all the costs and losses associated with any damage or loss of the artwork during transit.

Artwork Damage and Compensation

After you have received the artwork package, please first inspect the condition of the artwork itself. If you find that the artwork has suffered any damage, be sure to contact us immediately, and take photos or videos that clearly show the damaged areas of the packaging and the artwork itself. Send these visual evidence to us via email. We will get back to you through email as soon as possible after reviewing your message to discuss a solution.

If the damage is only on the external packaging and the artwork itself is in good condition, we will not consider this as artwork damage and will not provide any compensation. For orders where we have been contacted and have confirmed that there is damage to the artwork, such as severe damage to the artwork's surface or serious breakage of the frame, we will compensate you based on the extent of the damage. The maximum compensation amount will not exceed 30%of the price of the artwork at the time of the transaction for that order.

Parcel Damage

If you suspect that the package has been tampered with or opened upon receipt, do not open it! Please contact us immediately via email, and take photos or videos that clearly show any signs of tampering or damage on the package. Send these visual evidence to us via email. We will get back to you through email as soon as possible after reviewing your message to discuss a solution.

However, we cannot file a claim on your behalf with the postal service or courier company. If you need our assistance, please contact us via email. If you use a forwarding service instead of a real address, we will not be responsible for any damage or loss that occurs during the forwarding process.