Art store policies
Below are our store policies. You may also visit our FAQ page for more information here.
If you have any questions or concerns, please reach out to us and we will help.
At Milan Art, we believe our customers deserve the very best in quality of art supplies and in customer service. It is our policy to fulfill all orders in within 3-5 business days after an order is placed. Orders placed on weekends and a holiday will begin processing the next business day (Monday-Friday).
There are unforeseen circumstances that may arise out of our control such as supply shortages from the manufacturer. Additionally, shipping costs charged by the carriers are dependent on delivery location, box size, weight and type of items ordered, and tax/handling fees. Please know that prices and availability of certain services may fluctuate on the mentioned factors. Once the ordered item leaves our store, the delivery times may vary especially during the holiday season.
We utilize UPS, USPS, and Flat Rate for domestic shipping. However, please understand that choice of courier and service may differ for your particular order depending on price of order and location. Please know transit times can vary per carrier. Prices and availability of certain services may fluctuate on the mentioned factors.
Please know that some orders may require multiple shipments due to item size and weight. Your tracking should reflect this under shipment details.
All packages shipped out of the USA must clear customs for the arrival country. Again, these are variables that make it difficult to estimate delivery times. Thank you for your understanding.
Depending on service type, Orders shipping ‘ground’ to the East Coast will normally arrive within 3-5 business days. Orders shipping to the West Coast will normally arrive within 7-10 business days. (United States). Processing timeframes does not include shipping timeframe with the mail carriers.
***Customers shipping to Hawaii, Alaska, Puerto Rico and, APO-FPO's may have longer delivery times.***
Customers are responsible for reviewing tracking updates and notices from mail carriers. Please know that mail carriers might leave notices for undeliverable packages and hold at their respected location for a small amount of time for pick up (this includes packages sent to PO Box Addresses). If package is not claimed within 7-10 days, this may result In package being returned to sender. Please contact your local Post Office for hours of operation.
Please be aware that USPS is the only mail carrier service that accepts packages to P.O. Boxes with size and weight limitations. If using a P.O. shipping address and USPS determines your package exceeds limitations, delays may occur. The customer is responsible for reviewing tracking updates. We recommend using a physical mailing address that accepts all sized packages.
Customers are responsible for entering valid mailing addresses. Milan Art Store is not responsible for undeliverable, delayed, lost or unclaimed packages. Original shipping charges are not refundable. If re-shipment is needed, the customer will need to pay for cost.
A tracking number is assigned once a package is shipped. Tracking updates may take between 24-72hrs+ to be updated by the carrier as your package moves through the system. Factors that can affect this timeframe may include but are not limited to the amount of packages a carrier is dealing with, sorting facility procedures, transit logistics, and improper scanning practices, and other uncontrollable events.
Please contact your mail carrier for delivery issues.
Customers can manage their delivers by creating an account with couriers. Once packages are shipped, we are unable to make changes. *couriers may differ from each country and order. Most popular couriers are shown.*
***All mail carriers have stated that there are delays due to the pandemic, worldwide supply chain matters ,weather and other unforeseen occurrences that are out of our control. Delivery times may be increased. Milan Art Store is not held responsible for delays, losses in packages and issues of the carrier.
We apologize for any inconvenience and thank you for understanding.***
We inform you that during special events and holiday times we can take up to 5 business days to process your order. Factors including the amount of current orders, stock availability, and other order exceptions may alter this time.
Discount codes are unable to be applied to the purchase of E-Gift Cards. Cannot be used to purchase another E-Gift card. E-Gift Cards are non-refundable. E-Gift Cards expire 1 year from purchase.
Please know that kits are unable to be changed. Kits are sold as is. Items cannot be removed. Kits are put together manually, please allow time for processing. Please know kits may be updated periodically without notice.
Given the unforeseen circumstances that may arise out of our control such as supply shortages from manufacturers, items may vary in brand. Products will be substituted with similar supplies and may differ then what is displayed in the photo or details.
*PLEASE NOTE: Cleaning solvent & Galkyd artist medium are no longer included kits. You will need solvent to clean brushes each time you change colors. We recommend Eco-House Solvent, a non-toxic solvent alternative. Purchase it here
Customers who combine other items with their certificates are subject to extra shipping/product fees which will need to be paid before the entire order is shipped. This includes orders shipping to the United States and Internationally. Items added will ship separately from certificate and may require additional duties for International destinations.
International Graduation Certificates are shipped with two options. Worldwide Flat Rate and Worldwide Flat Rate Expedited.
Worldwide Flat Rate:
Uses a combination of couriers to deliver to customers worldwide and is automatically determined by the final destination. The recipient’s local Postal Service will to deliver the package. Postal couriers will deliver the package typically within 1-3+ weeks, depending on the country. *Limited tracking provided*
Worldwide Flat Rate Expedited:
Uses premium couriers such as DHL or UPS. Please know that final delivery may work in conjunction with a local courier service if DHL or UPS is not offered at the final delivery destination. Depending on the country, packages are typically delivered within 3-7 business days.
UPS Saver Surepost:
An economical option for non urgent packages. UPS Saver SurePost packages are processed within the UPS Ground service network and then transfers packages to the local USPS near the customer's destination. UPS Saver SurePost packages may be delivered by UPS or USPS.
All estimated timeframes exclude custom processing and other uncontrollable factors.
For international shipping we typically utilize DHL, UPS, and Flat Export. However, please understand that choice of courier and service may differ for your particular order. Services and delivery times offered are dependent on your mailing location which is chosen at the time of purchase. Please know transit times can vary. All packages shipped out of the USA must clear customs for the arrival country. Again, these are variables that make it difficult to estimate delivery times. Thank you for your understanding.
IMPORT TAX & DUTY POLICY
Your order is your agreement and understanding that it is the customers responsibility to pay any Import Tax & Duty Fees. Shipping services paid when making a purchase does not include Tax and Duties.
**Please know some countries custom authorities require the receiver to provide their tax id/passport/ application for import information for clearance purposes. The customer is responsible for ensuring this is updated and provided to customs.**
Couriers may require a customer's Tax ID to be provided upon shipment creation to ensure smooth customs clearance when shipping to certain countries. Failure to provide a Tax ID for certain countries may lead to issues at customs resulting in return or abandonment. Customers are responsible for re-shipment costs.
If you know you are in a country or region that requires this, please provide to us so we can add to your shipment. The current known countries that this process is required: Brazil, Chile, China, Indonesia, South Korea, Taiwan, Turkey, Saudi Arabia. Click HERE for format examples.
Waybill and Custom Declaration documents CAN NOT be adjusted. Milan Art Store is not responsible for refused packages, delays or losses due to non-payment due for custom's fees to international agencies. Milan Art Store is not held responsible for delays, losses in packages/items and issues of the carrier or customs.
Please contact the mail carrier on claim process for international shipping issues. We apologize for any inconvenience and thank you for understanding.
Flat Export uses a combination of couriers to deliver to customers worldwide and is automatically determined by the final destination. The recipient’s local Postal Service will deliver the package. Postal couriers will deliver the package typically within 1-3 weeks, depending on the country. *Limited tracking provided*
FedEx Cross Border:
FedEx Cross Border receives and sorts packages at a Fedex processing center and prepares for export to the customer’s destination. After arriving in customer’s destination country, packages are tendered to a local post office or partnered courier for final delivery. Delivery timeframe varies depending on country. *Limited tracking provided*
*As packages are transferred between carriers or sorting facilities, tracking numbers can be a combination of original and local. Shipping time excludes any unexpected and uncontrollable delays.*
Shipping to a Freight Forwarder:
If customer chooses to have packages shipped to a freight forwarder, they are fully responsible for negotiating terms and payment of all duties. Milan Art Store is not liable for goods shipped to the forwarding facility. Please contact the freight forwarder for more details.
Returns & replacements
Policy covers product damage or loss only and is only applicable in the United States with the appropriate documentation. All items are packed with care and inspected before shipment. Please report damages/missing items within 7 days of delivery with photos (package and items) and lost packages within 30 days from shipment. Reports after this time are not accepted.
*For claims, our shipping insurance may require customer assistance and information. Such information includes, statements, police report, and or an affidavit. *
*Lost packages are defined as lost in transit and not delivered. If your package has status of delivery, but you have not received, please contact the mail carrier directly for assistance and file missing mail claim.*
When reaching out to us, please include your order number, photos, and brief description of the issue. After we receive all required information we will follow our claims process.
Note: some items may not be eligible for refund. These include discounted, final sale, limited or customized items, and E-Gift cards. All items are final unless stated otherwise. Exchanges are not offered.
Returns/refunds outside of the USA are not available. Shipping charges are not refundable. Processing fees may apply to returned packages. Packages that are considered abandoned are not refundable.
We are not held responsible for missing items after custom inspection. If replacement is needed, please understand that the customer will need to pay for cost for international shipments.
Milan Art Store is not responsible for undeliverable or unclaimed packages. If re-shipment is needed, the customer will need to pay for cost and any additional duties. If you have any questions, feel free to reach out to us.
Payment in full is required for all orders before the fulfillment process can begin. We accept credit or debit cards, PayPal, ShopPay, Afterpay and other 3rd party payment options. We do not accept split pay or multiple cards per transactions.
Payment options mentioned might not be available for everyone. Options are dependent on your country, region, and approval status with the 3rd party payment services.
Afterpay: Available in Australia, Canada, France, New Zealand, Spain, the United Kingdom, and the United States. **aka Clearpay in certain regions. See terms for complete details.**
Customers must confirm that payment is successful on their end for all transactions. Confirmation emails will be automatically sent after payment is submitted. System does not have ability to make multiple purchases in one transaction.
Discount codes/E-gift Cards must be entered before completing purchases. Codes/E-gift Cards are not able to be applied after payment is submitted.
Please know prices are subject to change without notice. Orders cannot be adjusted after payment is placed.
All pre-orders will be processed per policy guidelines and shipment service chosen at checkout. Your purchase is your agreement to our terms and policy.
- Payment method is charged at the time of purchase. Payment method cannot be updated after order is placed.
- We ship complete kits only. If you are in the need of a different product, please place a separate order.
- Items will ship in the order they are received once stock is replenished.
- Customer will be notified via email automatically when their pre-order ships.
- If you finance your purchase with ShopPay, your first payment is due approximately two weeks after your purchase is finalized. Please note that due to extended delivery times (such as Pre-Orders), your loan payment(s) may be due before you receive your purchase. Contact ShopPay directly with questions regarding your payment plan and account.
- Afterpay collects the first installment from the customer immediately, and the next installment either 2 weeks or 1 month after, depending on the payment schedule which varies by customer country. Please note that due to extended delivery times (such as Pre-Orders), your loan payment(s) may be due before you receive your purchase. Contact Afterpay directly with questions regarding your payment plan and account.