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FAQ

Frequently Asked Questions (FAQ)

 

SHIPPING & DELIVERY

 

How will my artwork be packaged?

 8 x 10-inch art prints are carefully packaged with chipboard and a clear bag in a USPS mail envelope. Larger art prints are securely packaged with cardboard in a cardboard box. Original artwork is securely packaged with cardboard and a plastic bag in cardboard boxes. Artwork being transported off-island larger than 36 inches will be crated in a secured wooden box with screws to ensure safe travel. Artwork will be packaged as needed for local delivery.

 

When will my artwork arrive?

Please allow 3-5 business days processing time. 3-5 business days for shipping in the USA unless noted otherwise in the product description. 7-10 days for shipping internationally unless noted otherwise in product description. Add 2 additional business days if artwork needs to be crated for shipping. Please allow additional shipping time for items shipped during peak seasons.

 

How can I track my order?

As soon as your order is shipped, you will be sent a confirmation email with access to tracking.

 

How much will it cost for shipping?

Shipping charges vary by weight or size, whichever is greater, and the destination.

 

What carrier will you use to ship my order?

We typically ship art prints via United States Postal Service (USPS), original artwork via United Parcel Service (UPS). On rare occasions items will be shipped via FedEx or UPS economy. International shipments via DHL Express. Any customs & duty fees, if any, will be the responsibility of the recipient. After you place an order, you will be notified of the carrier and tracking number for order.

 

Will my artwork be insured?

Your package is always insured. In the rare event your package is lost or damaged upon arrival, please contact as soon as possible at 808-398-5266 Monday through Saturday 9-5pm Hawaii Time or via email at aloha@jantetsutaniart.com. We will request photos of the damage and any other pertinent information.

 

Will you ship to a P.O. Box?

We can ship items that are 8 x 10 inch or smaller to a post office box. Larger items can only be sent to a street address.

 

Can UPS just leave my artwork at the door without a signature?

We automatically request a signature for delivery since original artwork is one-of-a-kind and unreplaceable, like a reproduction. You could personally make arrangements directly with UPS by contacting them to change the delivery address or arrange delivery at a UPS Store. There may be a fee. More information here: https://www.ups.com/us/en/shipping/services/value-added/del-change.page

  

What if my items arrived damaged?

Please take photos of the damage and email us within 48 hours at aloha@jantetsutaniart.com so we may address your situation accordingly.

 

What if I haven’t received my order and it’s past the time estimated?

Please contact us at aloha@jantetsutaniart.com so that we may follow up with the shipping company to track your order.

 

RETURNS

 

What is your return policy?

Your satisfaction is 100% guaranteed. If you are not completely satisfied with your purchase, you may return the item in good condition within 30 days of receipt, and receive a free replacement or a full refund for the price of the product (less shipping fees). Please contact us at aloha@jantetsutaniart.com. You will be instructed where to ship your item back to us and in its original package with a copy of your invoice.  Shipping and insurance costs are the responsibility of the client. Custom commissioned artwork cannot be refunded.  Please email us with the tracking number and confirmation of insurance. Refunds will be issued 48-72 hours of receiving the package.

 

ORDERING

 

How do I place an order?

You may place an order, by clicking the ‘Add to Cart’ button. It will take you to the secure checkout process in which you will be asked to enter your billing & shipping address and payment information

 

Where do I enter a discount code?

You may enter a discount code at checkout.

 

Can I use multiple discount codes?

Currently, our website provider does not allow for this option

 

What forms of payment do you accept?

We accept all major credit cards including Visa, Mastercard, American Express, Discover, JCB, Diners, PayPal, Amazon Pay, Shopify Pay, Apple Pay, Google Pay

 

What if there is an art piece I am interested in, but the size I am looking for is not offered?

Please contact us at aloha@jantetsutaniart.com and let us know what size you are interested in as it is very likely we could find something to accommodate you.

 

How may I find a specific item on your website?

You may use the search bar at the top right of the website page and enter the title or type of item you are searching for. If you are not able to find what you are looking for, please feel free to email us at aloha@jantetsutaniart.com.  We are happy to help you.

 

How long does it take to process an order?

It normally takes 3-5 business days

 

Can I cancel an order?

To cancel an order that has not yet shipped, please contact us at 808-398-5266 Monday – Saturday 9-5pm HST or at aloha@jantetsutaniart.com. We are unable to cancel orders that have already shipped. Please see our Return Policy.

 

Does the images on your website accurately represent what I will receive?

We aim to represent each piece with accuracy, however, please be aware that each computer monitor, phone, tablet or other device has their own monitor/screen calibration which may not accurately represent colors. If for some reason you are not completely satisfied with the item you received, you may return it within 30 days for a replacement or refund (less shipping fees) as long as the item is still in good condition.

 

Would it be possible to send my order as a gift?

Of course! We would love to! We have done this for anniversaries, birthdays and we can do this for any occasion. After you have placed your order please contact us at aloha@jantetsutaniart.com  with your order number and let us know this is a gift and if you would like for us to add a note to the recipient from you, please include their name and your note. This is a complimentary service.  We will not include an invoice with the price with the order.

 

WHAT IS THE PROCESS FOR COMMISSIONING A CUSTOM ARTWORK?

  1. We will set up an appointment to discuss what you are wanting – the colors, size, subject matter, materials, etc.
  2. I will present a quote for client approval including the timeframe.
  3. Once the quote is approved, based upon our discussion I will present a sketch (for art with a subject matter) or a small painted thumbnail (for abstract artwork) - for client’s approval. This may result in 1-3 sketches/thumbnail per piece.
  4. Once the sketch/small painting thumbnail is approved by the client, the client will send a 50% deposit to initiate the work of the custom piece(s).
  5. Upon completion, a final photo of the artwork will be sent to the client. Once approval is made, the remaining balance is due to initiate the shipping/delivery of the artwork.

 

GIFT CERTIFICATES

 

How may I purchase a gift certificate?

You may purchase gift certificates here: https://www.jantetsutaniart.com/products/gift-certificate

We currently do not offer digital gift certificates at this time.

 

INTERNATIONAL ORDERS

We ship original artwork and art prints to any location internationally covered by DHL Worldwide Express. Each country has its own regulations for importing items and we are happy to discuss any concerns you may have. Any customs and duty fees upon arrival at destination will be the responsibility of the recipient. Other items may not be available internationally.