Frequently Asked Questions
Here you'll find the answers to the most common questions our customers have!
ATTENTION 🇦🇺 AUSSIE BUYERS🇦🇺 : Orders placed after 1st of December may not arrive in time for Christmas. Whilst we ship fast, shipping times from the USA can vary and be delayed.
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all orders within 2-4 business days. If you select Express shipping at checkout, we'll send your item via USPS Priority Mail once production is complete.
WHICH CARRIER DO YOU USE?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?
We ship all orders from our USA or Netherlands factories. Due to Covid-19, some international packages may be delayed due to routing or customs delays.
USA - Within 2-5 business days
Australia/NZ - Within 5-20 business days
Canada - Within 3-10 business days
Europe - Within 2-5 business days
Rest of the World - Within 5-20 business days
Check your local mail carrier website for the latest updates on how Covid-19 & other delays are affecting deliveries.
I DIDN'T RECIEVE MY ORDER
Please email us: firstname.lastname@example.org, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
CAN I PAY EXTRA TO GET MY ITEM QUICKER?
All items take between 1 and 3 business days to make, as we make everything to order. You can select Express shipping to have your item shipped via USPS Priority Mail within the USA. This will shorten the time it takes to receive your item once made.
WHAT ABOUT CUSTOMS FEES/TAXES?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.
Changes to EU customs regulations means you may be charged sales tax (VAT) upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.
SHIPPING INSURANCE (PACKAGE PROTECTION)
Shipping insurance is offered at checkout. It's provided by Route Shipping Insurance and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact ours or their support team - email@example.com
Please note - shipping insurance is non-refundable once your order has shipped.
Some of our products will offer Product Protection. Purchasing the plan is optional, and will allow you to claim if your item becomes damaged or defective within 2 years of purchase.
Terms and Conditions
2 year Product Protection starts from the date of purchase
Protection Plan Covers
Stone Repair: Replacement or Fixes
Not including lost or stolen items
2 Year Product Protection Plan includes one replacement / repair per covered product.
If your jewelry has any defects that is covered during the term, please send a clear image of the defective product to our Customer Support Team and we will gladly repair or replace the item (our discretion).
The damaged item needs to be returned at the customer's / owner's expense before a replacement item is shipped to customer / owner.
If purchased item is discontinued, we will replace the item with a similar item of equal or higher value.
Please note, lost or stolen items are not covered by the plan.
Claims can be sent to firstname.lastname@example.org
Please note - product protection is not refundable once the order has shipped.
CANCELLATION & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
CAN I RETURN MY PURCHASE?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We offer a 30 day returns policy from date of purchase.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked. Shipping and insurance is non-refundable.
MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.
Customer support is provided by Chaos + Thunder - they can be reached at email@example.com
I MADE A MISTAKE ON MY PERSONALIZED ORDER - CAN I CHANGE IT?
Look...just don't screw it up ok 😉. We do ask you to take particular care when entering your details however we understand sometimes mistakes happen.
If you have made an error please email us ASAP firstname.lastname@example.org. We allow 24 hours after you place your order to change your personalization details.
After this time we will do our best but cannot guarantee it as your item might be in production. Unfortunately we cannot offer replacements or refunds for mistakes in orders where details are entered incorrectly.
HOW LONG WILL IT TAKE TO GET MY ORDER?
All metal art is made to order. Due to a huge number of orders over the holiday season the current lead time is 2-4 weeks. Shipping time is dependent upon the shipping provider and delivery location but typically 2 business days.
In some instances production time can be 4-6 weeks if the product is brand new (we've not sold it before until recently). In most cases this is not the case and we can ship much faster.
Custom Wall Art will take 3-4 weeks for concept, design & production etc.
HOW IS THE ITEM SHIPPED?
On the back of a sled...Most orders (to the continental US) are shipped through either FedEx or USPS Priority mail depending on availability.
They are carefully placed into a customized, industrial-strength cardboard box to protect your products detail.
DO YOU DO CUSTOM WALL ART?
Why, yes we do, just reach out to us and we will work with you to get exactly what you want. Hit us up at email@example.com
WILL I HAVE TO PAY DUTIES AND CUSTOMS FOR INTERNATIONAL ORDER?
Well we sure as shit aren't haha. But seriously, when shipped internationally, your order may be subject to import taxes, customs duties, and/or fees imposed by the destination country.
These charges will typically be due once the shipped goods arrive at the country of destination and vary depending on the regulations of each independently. This charges will, unfortunately, have to be paid for by you.
HOW DO I TRACK MY ORDER AFTER I PURCHASE?
There is an order tracking tab on the website's menu. Simply insert your order number and email address associated with the order to find real-time tracking information.
You can also contact our customer service channels to connect with a live person. Route does allow you to track your order every step of the way.
HOW DO I REACH SOMEBODY IF I HAVE A QUESTION?
Most people connect with us directly through Facebook or our website, you can either click the link or message us directly through the blue button at the bottom of the screen.
The best way to contact us is via message or email.
Email us directly at firstname.lastname@example.org. We aim to return all inquiries as soon as possible but within 24 hours.
HOW DO I HANG MY METAL ART?
We find the best, most inconspicuous way that is safest for the surfaces in your home is to use a small finishing nail(s), a nail with no head, to rest the piece on then a double sided framing tape (gentle for walls) to secure and level the piece.
For outdoor mounting we suggest using screws, self-tapping screws or brick hangers.
ARE THESE PRODUCTS MADE FOR OUTDOOR USE?
Most products on the store are made specifically for indoor use. We do offer a complementary outdoor finish as the product will rust if left outdoors untreated.
Our products are made of raw steel so they may still oxidize if placed in areas of extreme moisture or temperature changes even with outdoor coating so ongoing maintenance is important to prolonging the life of your metal art.
I DON'T SEE ANY PRODUCTS FOR MY PARTICULAR VEHICLE. WHEN WILL YOU HAVE IT?
We add and remove products on our site based on supply and demand but we have the capability and designs for all bikes.
If you would like a specific design and don't see it feel free to reach out to us directly and we will be happy to serve you! Hit us up at email@example.com if you want something specific.