Custom Art F.A.Q.
Thank you for looking into a custom order with us!
Some things to consider before committing to a custom piece:
Lead Time: The Lead time required for custom work is 10-14 days and up to 3 or 4 weeks during the holiday season. Please ensure that you order well in advance of when you require your order to arrive. The lead time is the time for working Prior to shipping time. Adding revisions to the work can extend lead times on occasion.
Deposits: All Custom work requires a non-refundable deposit for time designing the item. This is charged to ensure that if a customer changes thier mind my time and effort is not wasted completely having spent time making a mock up proof for no reason. The deposit will be 25% of the final purchase price and must be paid before any design work is started.
Things that are included before design deposit is required are simple things that don't require artistic time to create a product proof. Ie: Information about scale, colours, characters etc. Once a concept is solidified between us THEN a deposit is invoiced and must be paid within 7 days.
Once the deposit is paid the lead time for proofing your order begins. Custom work is time intensive so please plan accordingly.
Proofs & Revisions: Once your order proof is completed a watermarked PDF version will be sent to you for final approval. If you would like to make any revisions now is the time. Revisions include things like placement of elements, colour or word changes, sizing etc. Things that are not revisions are things like a typo by me that needs corrected.
Included in each custom order are 2 Free Revisions. Should you want more revisions than that, additional fees will be required and it could extend the lead time depending on the type of revisions you want. This will be discussed on a case by case basis. Extra revisions start at $2CAD.
Size Changes: Elements can soemtimes have the size adjusted in scale to be larger or smaller, however this will change the composition of the original design and may require other elements to have size or placement changed.
Material Changes: Subject to availability. Special order of materials would require additional charges and must be paid in advance of creation of the work.
Colour Changes: Subject to availability in materials. Colours also may look different depending on display settings, but I will always do my best to show an accurate representation of the colors when providing proofs.
Additions/Subtractions: Please remember that adding elements may greatly change the way an order looks leading to other elements needing size or placement changes. Removing elements will have a similar effect.
All changes to my original concepts are restricted to what I can do based on the material type, art methods and material and equipment availability. If something is not within my abilities or I do not have or can not get the resources to create it I am very sorry but I would be happy to try and help you create a design you love in another way.
Shipping: Framed items can be fragile due to glass included. They require larger packaging due to the size and protection required. You can expect shipping to be more expensive for these items. I do my utmost to pack fragile items with care so they are not damaged in the shipping process however we are at the mercy of the postal services. Broken glass frames cannot be replaced free of charge. Please keep this in mind if ordering a framed item.
If you would like additional insurance we can provide a quote from the post office prior to commencing work. (Before the deposit period)
For delivery estimates please see our Shipping policy.
For Local Pick up orders, we are usually ready to make your pick up appointment within 1-2 business days after completion of your order and you will be notified by email to schedule a pick up.
Where do you ship? We currently ship to most countries. Please note that shipping fees and times are determined by our actual costs and will be calculated at checkout based on the method you select. You are responsible for any import duties, taxes/VAT, or other fees incurred at delivery.
Why does my item look different than the proof? Colour differences due to lighting, monitor settings and small differences due to the handmade nature of these custom works are to be expected. I do my very best to recreate the physical item as close as possible to the proof I have provided you. If something that works in the proof can not be implemented in the physical piece you will be contacted, informed and given the opportunity to make 2 additional free revisions to your design. If I am unsure if something can be done when we are creating your personalized design you will be told during the consultation process.
Refunds are not accepted on custom orders. Sales are final.
My item arrived damaged: Please contact us immediately and include photos clearly showing the damage as well as the packaging. If the item is deemed to have been damaged by the carrier not including glass breakage we will provide you options for a replacement, credit or refund less shipping and deposit.
Last Update: April 10, 2023