Shipping + Returns

Shipping quotations

Artwork prices do not include packing, insurance, carrier fees, customs duties or import taxes. After your purchase, the studio will confirm the destination and prepare a separate delivery quote based on the work's format, dimensions, value and destination.

The quote is sent for your approval and payment before dispatch. No shipping amount is added automatically or charged without your confirmation.

Production and dispatch

Each photographic print is produced after the order is placed. Production may take up to 7 business days. Prints are shipped rolled in a protective tube unless otherwise stated.

Original paintings, sculptures and objects are prepared and packed individually. Dispatch timing depends on the requirements of the work and begins after the delivery arrangement is confirmed and paid.

Delivery times and tracking

Typical U.S. transit time is 2 to 7 business days after dispatch. International delivery times vary by destination and carrier. Delivery dates are estimates, not guarantees, and carrier delays can occur.

Tracking is provided as soon as the work ships. International collectors are responsible for customs duties, import taxes and local fees charged by the destination country.

Address accuracy

Please check your delivery address carefully. If a shipment is returned because an address is incorrect or incomplete, the collector is responsible for any new packing or shipping costs.

Cancellations and changes

Changes or cancellations are possible only within 12 hours of purchase. Once production or preparation begins, the order cannot be changed or canceled. Email hello@tongomes.com immediately with your order details.

Damaged or defective works

If your order arrives damaged or with a manufacturing defect, email hello@tongomes.com within 48 hours of delivery. Include the order number and clear photographs of the work, damage and all packaging.

After review, the studio will arrange a replacement when possible or issue a refund if replacement is not possible. If a return is required, instructions will be provided. An approved replacement will not create an additional cost for you.

Returns, refunds and exchanges

All works are final sale because prints are made to order and original works are individually prepared. Returns or refunds are accepted only for damage in transit or a manufacturing defect.

An approved return must be requested within 14 days of delivery, and damage or defect claims must still be reported within 48 hours. Exchanges are not accepted.

Color and appearance

Colors may vary slightly between screens and the physical work because of differences in monitors and device settings. This is not considered a defect.

Lost or stolen shipments

If tracking shows a shipment as delivered but you have not received it, first check with your building management, neighbors and the carrier. If the shipment is confirmed lost in transit, contact hello@tongomes.com and the studio will assist with the carrier claim.

Contact

For shipping or returns questions, email hello@tongomes.com.