PRODUCTION
As we are a small, highly focused, and seriously wound up business team, we ask that you thoroughly read the product descriptions for the items you are considering. Each description contains valuable information as to production timelines, and sometimes how we ship or delivery information. If you have questions, you should email us at nelsonmakesartmarketing@gmail.com. We love email. It’s the best.
All in-studio items have a 1-2 week production time, minimum, as all in-studio items are made by us. Some items will have a longer production time, as described in the product description.
Items produced by another party are subject to the production timelines set by that company.
DOMESTIC SHIPPING
Domestic shipping refers to shipping in the Lower 48, Continental United States. If you are in Alaska or Hawaii, we ask that you please email us first prior to purchasing heavier items such as art, glassware, etc.
Domestic items will be shipped via either USPS First Class, USPS Priority Mail, or UPS Ground under most conditions. UPS Ground usually takes 3-5 business days unless otherwise noted. We are not responsible for delays caused by the USPS or UPS after your item ships.
SHIPPING UPGRADES
You may upgrade your shipping during the checkout process, but please note that it does not change the production timeline.
INSURANCE
We do not ship with insurance. If you would like insurance added to an order, please convo me before ordering to arrange this.
INTERNATIONAL ORDERS
We currently do not ship internationally. However, you may request it via email at nelsonmakesartmarketing@gmail.com, and we will look into it for you.
ADDRESS
Orders are shipped to the address you leave on file. We will not alter or change your address unless specified by the customer. We are not responsible for items shipped to addresses that are not current, so please double check your information before placing your order.
INCORRECT ADDRESS
We ship to the exact address provided by the purchaser. We are in no way responsible for items being mailed to an incorrect address. If UPS returns an item due to incorrect address information, we will contact the buyer ASAP to obtain the correct address. Buyer will be responsible for all additional shipping charges.
SHIPMENT TO A DIFFERENT ADDRESS
If you would like to have your order shipped to a different address than your billing, please be sure to input that information into the shipping section.
WHOLESALE OR LARGE ORDERS
All Wholesale Orders are currently handled on a draft-order basis. Email us your order request at nelsonmakesartmarketing@gmail.com and we will create an invoice for you that includes shipping charges.
SHIPPING TO A P. O. BOX
If you order something that weighs over 1lb, such as glassware or art, we may ship it UPS. If you have a P. O. Box as your shipping address, please note UPS P. O. Box Policy from their website:
"If a shipper should use a P.O. Box address, the recipient´s telephone number must be included on the label. Your package that is addressed to a P.O. Box may be delayed, will not be covered by any UPS Service Guarantee, and will require an address correction charge."
If you are going to be receiving your package via a P. O. Box, then you must follow the following steps before purchasing your item:
1) Be ready to include your phone number with your order.
2) Let us know in advance that you are using a P.O. Box.
3) We will need to add a surcharge to your order based on a 'UPS Address Correction Charge." The amount of this charge will be dependent on UPS' current fees.
If you order before contacting us, we will message you first to remind you of the issue, and we will then cancel your order. Once you have agreed to the surcharges and given your phone number for UPS purposes, then we will repost the item with the surcharge added to the item.
Long story short: If you can somehow avoid having your item shipped to a P. O. Box, do it. It's cheaper, easier, and guarantees no problems with UPS.
PROBLEMS WITH UPS
In the case of any loss or damage by UPS, we will work with you to give you any supporting documentation when you put in a claim and get your money refunded from UPS. However, this is your responsibility to initiate as the purchaser and take the claim to UPS.
DELAYED OR LOST PACKAGES
We are not responsible for delays caused by UPS. We have no control over your package once it has shipped. Please use your tracking number or call UPS to inquire about the status of your package if you have a question. We estimate delivery times as specified by UPS and can not be held responsible if your package encounters a delay.
In the case of packages which are substantially delayed and ultimately lost, refunds or replacements may be issued only after a UPS Case has been opened and that UPS has determined the package in question as lost or otherwise undeliverable. These determinations can take up to six weeks or more, depending on when they are opened (holiday season is especially slow). Once a determination of lost has been reached, an appropriate action (refund/replacement) will be taken on a case by case basis. While we understand that situations such as this are very frustrating, we cannot offer an immediate resolution, i.e. cancel an order/refund/or replace items, before UPS has reached a determination.
DAMAGED PACKAGES
We are not responsible for packages damaged during delivery. If your package has been damaged in some way, please contact UPS to file an official complaint. We pack all orders so that they arrive safely and cannot be held responsible for postal mishandling.
Looking for a refund? Maybe an exchange? Read this first! It should tell you everything you need to know. We want you to be happy with your Nelson experience, so if you have questions or problems, do us a favor and don't freak out - just send us an email. We'll work it out to the best of our ability.
Be cool. It's all good.
SATISFACTION GUARANTEED
If you are unhappy with an item, please let us know ASAP. Our priority is to make sure that you're satisfied with every purchase you make with Nelson Makes Art! Should any problems arise please know that we are more than willing to work with you to find a resolution!
We work under the policy of Satisfaction Guaranteed. Upon receipt of your package, if there is any problem or anything amiss, please contact us ASAP via email at Nelson Makes Art at me.com within seven (7) days of receiving your package.
We pride ourselves on customer service and will work with you so that you are satisfied with your experience.
We accept both refunds and exchanges, so please do not hesitate to contact us within seven (7) days of receiving your package. Contact us anytime at Nelson Makes Art at me.com. You must contact us before mailing any return/exchange to receive a return authorization - all packages which are not authorized will be refused. Any additional fees/duties/vats/shipping expenses will be at the buyer’s expense.
