Shipping & Return Policy

Customer Responsibility

It is the customer's responsibility to:

Make sure the information entered for the order is correct.

The parcel, either:

      • collected on time
      • delivery is rescheduled with carrier
      • collected from the post office once a delivery attempt has been made
      • Report any issues you may be having with the items

Pay product price, shipping fees, and miscellaneous fees. Miscellaneous fees include but are not limited to processing fees, currency conversion fees,  transaction fees, customs fees, import duties, and local taxes that are not included in the checkout amount.

Shipping

We currently only ship in the United States. If you are outside this area and still want to place an order you can reach out to contact@usagiprojects.com. We can look to see if this will be possible though there are no guarantees. 

Orders take 48-72 hours (2-3 business days) to process before they are ready to ship (excluding holidays). Once shipped it can take 1-7 days depending on location, holidays, weather, etc.

Shipment Delays

Once shipped, we no longer have control over distribution hubs and handling of the parcel which may result in some delays. We will endeavor to support any inquiry you may have by giving you the information for you to follow up on these.

Returns on damaged artwork

In the unlikely event that you receive a damaged artwork, please reach out to us at contact@usagiprojects.com within 48 hours with photos of the damage. Once confirmed, we will endeavor to replace the item free of cost.

Information to be included in the email:

  • name
  • email address used in placing the order
  • contact number
  • a brief description of the issue 
  • pictures showing proof of damage, tracking numbers, etc., to support your inquiry, request, or claim. 

We will get back to you within 48 business hours with further instructions or a resolution. We take your privacy seriously; thus, we have the right to refuse disclosure of any information to unverified accounts.

In the event that we are unable to replace the item, we will arrange a refund upon receiving the returned damaged artwork and the corresponding Certificate of Authenticity

Order Not Received

If you did not receive the merchandise after the given timeframe, you may choose to do the following: 

  • Reach out to us by sending an email to contact@usagiprojects.com for close monitoring of the order status. An update shall be proactively sent to you via email.
  • For all shipping-related concerns, we may assist in coordinating the whereabouts of the products, or you may call the carrier. If the tracking status is “delivered parcel” but the parcel got lost/stolen, it is your responsibility to file the claim with the carrier directly.

Order Cancellation

Every item is made to order, and once the order has been produced, we are unable to change it. Additionally, along with our printer, we do our best to prepare your orders with great care and haste. For those reasons, cancellation is only available within 2 hours from the time you place your order. We will take action on the request considering the following conditions: 

  • Within 2 hours from the time you placed your order: We will try our best to cancel the order and give a full refund, including shipping fees. 
  • After 2 hours from the time you placed your order:  We are unable to refund the item/s.

Change Request

Shipping Information - If you wish to make any changes, like name, address, etc., on delivery, please reach out at contact@usagiprojects.com within 12 hours from the time you place the order. We will take action considering the following conditions: 

  • Before the item has been shipped, we will process the request with either the fulfillment team or the shipping team to update the shipping label. 
  • After the item has been shipped, Parcels cannot be intercepted for changes. Change requests may be available but may incur some charges depending on the carrier used. Please note that all fees associated with the request will be the customer’s responsibility.

Artwork - If you would like to change your artwork selection, you’ll need to act quickly and reach out to contact@usagiprojects.com within 2 hours because our printer produces the item within that timeframe. We will take action considering the following conditions:

  • Before the item has been made: We will process the request with the printer to update your order. If we can help, we will do our best.
  • After the item has been made: We are unable to change your item as they are all made to order.

Got another question?

Please contact us at contact@usagiprojects.com with any other questions.