Shipping policy
Processing Time
The time I need to prepare an order for shipping varies. For details, please see individual items.
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Shipping Days: We ship orders from Monday to Thursday.
Customs and Import Taxes
Buyers are responsible for any customs and import taxes that may apply. I am not responsible for delays caused by customs procedures.
Lost, Stolen, or Damaged Packages
1. If You Purchased Shipping Insurance
If you added Shipping Insurance at checkout, we can file a claim and handle the process for you in the event of loss, theft, or damage.
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To start a claim: Please email your order number and the reason for the claim to Jeanie@iuilewatercolors.com.
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For damaged items: You must include clear photos of the outer box, inner packaging, and the damaged item(s).
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International orders: Please note that international claims may require additional time for investigation, depending on destination customs and carrier updates.
2. If You did Not Add Shipping Insurance
If Shipping Insurance was not selected at checkout, please understand that we are unable to cover or refund any packages once the carrier marks them as "Delivered." We are not liable for loss, theft, or damage for uninsured orders.
3. My tracking says “Delivered” but I haven’t received it.
Before contacting us, please:
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Check all around your property and hidden spots.
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Check with your neighbors to see if it was delivered to them by mistake.
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If it is still missing and you have Shipping Insurance, please contact us at the email above.