Refund policy

We want every order to arrive safely and on time. Here's exactly what we do if something goes wrong along the way.

1. Lost Packages

If your order is lost in transit according to the carrier's tracking information, we'll arrange a full refund or a free reshipment — whichever you prefer.

2. Damaged or Incorrect Items

If your item arrives damaged or isn't what you ordered, contact us within 5 days of the delivery date with a photo or short video showing the issue, and we'll arrange a refund or a free replacement.

3. Missing Orders (Marked as Delivered)

If tracking shows your order as delivered but you haven't received it, please contact your local postal carrier first to report the issue. Once you've done that, reach out to our support team and we'll take it from there.

4. Delayed Shipments

If your tracking number shows no updates for 30 days, contact us and we'll arrange a refund or a free reshipment.

5. Delivery Issues Caused by Incorrect Address Information

If a delivery fails or is delayed because of an incorrect or incomplete address or phone number, we're unable to offer a refund or reshipment for this, and any extra service fees won't be covered by us. We recommend contacting the local delivery carrier directly to arrange another delivery attempt (usually free of charge). If the parcel is returned to our warehouse, we can arrange a redelivery attempt for a flat fee of $10 USD; delivery time will then depend on our local warehouse.

6. Force Majeure

We're not responsible for shipping delays caused by events outside our control, such as natural disasters, strikes, lockdowns, or extreme weather.

How to Request a Refund or Replacement

Please contact us within 5 days of your order being marked as delivered. Our team will review your request and issue a refund or arrange a reshipment once everything checks out. We may ask for a little more information along the way — if we do, just get back to us within 2 business days so we can keep things moving.

Refund Processing

Once your refund is approved, it takes 2-5 business days for our team to process it. Your refund will go back to your original payment method. Please note your bank or payment provider may apply their own transaction fees, which are outside our control.

Reshipment Processing

Once your reshipment is approved, we begin processing within 2 business days (subject to stock availability). Shipping method may vary from your original order depending on availability, and we'll send you a new tracking number as soon as it ships.

Redelivery After a Failed Delivery Attempt

We always aim to deliver to the address provided. If a delivery attempt fails because of missing or incorrect information (for example, no phone number on file for contactless delivery), the courier will typically attempt delivery again automatically. If that also fails and the parcel is returned to our warehouse, we can arrange one final redelivery attempt for a flat fee of $10 USD.

If we're notified of a failed delivery, we'll reach out for an updated address — please respond within 3 business days so we can get your order moving again.

Questions? Reach out anytime at contact@primepick.art