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If it arrives broken, we make it right. Full stop.
Every order carries a 30-day damage replacement promise — no return shipping, no restocking fees, no argument. Below that promise, though, is an honest line: what made-to-order means for change-of-mind returns. Both are spelled out here.
How to start a replacement.
1
Photograph everything
Take clear photos of the damaged item, the packaging it arrived in, and the shipping label. The packaging photos matter — they're what we use to hold the carrier accountable and to pack the next one better.
2
Email within 30 days
Send the photos and your order number to hello@otowncustoms.art within 30 days of delivery. A human reads that inbox and answers within one business day.
3
Replacement goes into production
Once we confirm the damage, your replacement enters the production queue — same artwork, same size, same finish. Standard production is 3–7 business days, then transit, with tracking emailed as always.
4
Keep or recycle the original
You don't need to ship the damaged piece back. A bent tube or crushed corner costs more to return than to replace — and we'd rather spend that money on your new print.
Covered — always.
- Bent, creased, torn, or crushed prints and packaging damage in transit
- Print defects: banding, ink smudges, wrong colors, visible artifacts
- Wrong item, wrong size, or wrong frame finish — our mistake, our cost
- Frame or canvas hardware failures out of the box
Not covered — honestly.
Buyer's remorse on a made-to-order print
Every piece is printed, framed, or stretched specifically for your order — the size and finish you chose, produced after you clicked buy. A returned print can't go back on a shelf for the next person, because there is no shelf. This is the honest trade of made-to-order pricing, and it's why the size guide, the art finder, and the wall-preview tools exist: decide before checkout, not after.
Color differences within normal range
Screens are backlit; paper reflects room light. A print will always read slightly deeper than the same image on a phone. That's physics, not a defect. Genuinely wrong color — washed-out blacks, shifted hues — is a defect and is covered.
Damage reported after 30 days
The 30-day window starts at delivery. Unroll and inspect your print when it arrives — if something's wrong, we'll make it right, but we need to hear about it inside the window.
Wear from hanging or handling
Sun-fading from a south-facing window, humidity damage from a bathroom wall, scratches from a move — those happen after the piece is yours, and the care guide exists to prevent them.
We'd rather lose a sale than have a print you regret hanging on your wall.
Refund timing.
Replacements first
Damage and defects are fixed with a replacement by default — it's faster than a refund and you still get the piece you wanted. Prefer a refund instead? Say so in your email; we honor it.
When refunds issue
Approved refunds are issued to the original payment method through Stripe within 2 business days of approval — you'll get a confirmation email from us the moment it's sent.
When money arrives
Banks and card issuers take 5–10 business days to post the credit to your statement. That lag is the card network, not the studio — if it stretches past 10 days, contact us and we'll trace it with Stripe.
Order with both eyes open