Below you will find the answers to the most frequently asked questions about my shop. Check below for answers to questions about Orders, Deliveries, Returns and Refunds.
Deliveries
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
Where will my order ship from?
I work with an on-demand order fulfillment company with facilities worldwide! Your order will be shipped from the location nearest to you.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at jen@drawingthedog.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Orders
How are your products made?
I start my illustrations by drawing with pencil or pen on paper. When I finish my sketches, I scan or take a photo of my sketches and bring them into Photoshop. In Photoshop I finish the colouring and generally tidy my artwork up.
I work with a printer that has locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.
My artwork is created in Ireland and shipped worldwide!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at jen@drawingthedog.com
I received a wrong/damaged product, what should I do?
I’m so sorry if the product you ordered arrived damaged. To help me resolve this for you quickly, please email me at jen@drawingthedog.com within one weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order. I’ll get back to you with a resolution as soon as possible!
Refunds & Returns
What’s your return policy?
I don’t offer returns and exchanges, but if there’s something wrong with your order, please let me know by contacting me at jen@drawingthedog.com and I will try to sort it as quickly as possible.
Do you offer refunds?
Refunds are only offered to customers who receive the wrong items or damaged items. If any of these apply, please contact me at jen@drawingthedog.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/colour?
At this time, I don’t offer exchanges.
Returns Policy
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you notice an issue on your purchased products or anything else on the order, please contact me at jen@drawingthedog.com with the details.
Although I am based in Ireland, the return address is set by default to the printing facility I work with in various international locations. Depending on your location, it may give a European, a UK, a US, an Australian, a Brazillian or a Mexican address.
Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to my printing facility partner I work with. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to my printing facility partner and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore I reserve the rights to refuse returns.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Contact me at jen@drawingthedog.com for questions related to refunds and returns.