Shipping + Returns Policy

All fine art prints are produced to order and shipped rolled in a protective tube. Because each order is made specifically for you, all sales are final except in cases of damage or manufacturing defects.

If you have any questions before ordering, please reach out. I am happy to help.

Contact: hello@tongomes.com

Overview

Production Time (Processing)

Each print is produced after your order is placed.

Production time: up to 7 business days
(Orders may ship sooner, but this is the safe timeframe.)

Shipping Costs

Shipping is paid by the customer at checkout. Rates are calculated based on destination and carrier service.

Delivery Time (Transit)

After your print ships, transit time depends on the carrier and destination.

Typical U.S. transit time: 2 to 7 business days
Tracking is provided as soon as your order ships.

Estimated total delivery time: most orders arrive within 9 to 14 business days from the order date.

Please note: delivery dates are estimates, not guarantees. Carrier delays can happen, especially during holidays and peak shipping periods.

Address Accuracy

Please double check your shipping address before placing your order. If a package is returned due to an incorrect or incomplete address, the customer is responsible for reshipping costs.

Cancellations and Changes

Because prints move into production quickly:

  • Changes or cancellations are only possible within 12 hours of purchase.

  • Once production begins, the order cannot be changed or canceled.

To request a change, email hello@tongomes.com immediately with your order details.

Damaged or Defective Items

If your order arrives damaged or with a manufacturing defect, I will make it right.

To submit a claim:

  1. Email hello@tongomes.com within 48 hours of delivery

  2. Include:

  • Your order number

  • Photos of the damage or defect

  • Photos of the packaging and shipping tube

After review, I will offer one of the following:

  • A replacement print (recommended in most cases)

  • A refund (if replacement is not possible)

If approved, there is no cost to you for the replacement. If a return is required, I will provide instructions.

Returns and Refunds

All prints are final sale because they are made to order.

Returns and refunds are accepted only for:

  • Items damaged in transit

  • Manufacturing defects

If a return is approved, it must be requested within 14 days of delivery, and damage or defect claims must still be reported within 48 hours of delivery.

Exchanges

I do not accept exchanges. If your item is damaged or defective, I will replace it.

Color and Appearance

Colors may vary slightly between screens and printed output due to different monitors and device settings. This is not considered a defect.

Lost or Stolen Packages

If tracking shows the package was delivered but you did not receive it, please check with your building management, neighbors, or carrier first.

If the package is confirmed lost in transit, contact hello@tongomes.com and I will help you next steps with the carrier.

Contact

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