Shipping and Returns

Where do you ship?

To eleven countries.

The United States, Canada, the United Kingdom, Ireland, France, Germany, the Netherlands, Spain, Italy, Australia and New Zealand. If you'd like a print sent somewhere else, write to us and ask.

Who makes and ships it?

Our print lab, whichever gets it to you for less.

When you choose where the print is going, we ask our two labs what it costs to make that print and send it there, and the lower total wins. After you pay, that lab prints your course on the paper or canvas you chose, packs it and ships it to the address you gave at checkout.

How long does it take?

One to five days to print, then the carrier's time.

Our labs take one to five business days to make a print, and shipping comes after that. They don't promise a delivery date by country, so we don't either.

When your print ships, the carrier and tracking link are emailed to you within the hour. A print that goes out in more than one parcel gets one email for each. If nothing has arrived a week after you ordered, write to support@painted.app and we'll look into it.

Does a Digital File ship?

No. There's nothing to ship.

A Digital File comes as a download link, on the page you see after paying and by email, as soon as the payment clears. There's no shipping charge, no address to give and no tracking. What you may do with it is in the terms of service.

What does shipping cost?

What the lab charges to send it, and nothing more.

We don't add a margin to shipping, and we don't fold it into a flat fee. The studio asks the lab for its rate to your country and shows it beside the price of the print; Stripe's checkout shows the same figure, as "Shipping at cost", in the full total before you pay. On 6 October 2026, for instance, a 24 × 36 canvas cost $10.39 to send to New York.

Big prints cost more to send: the same day, a 40 × 60 canvas to New York was $90.49. The rate is worked out for your country rather than your street, and if the lab later charges us more than you paid, that difference is ours. Import duties, where they apply, are the recipient's responsibility.

What if it arrives damaged, defective or wrong?

Write to us within 30 days of delivery with a photo, and we'll remake it or refund you.

Send a photograph of the print and its packaging to support@painted.app. A wrong print counts: if it doesn't match the course, the words, the yards and the options you confirmed in the studio, that's ours to fix. This promise sits on top of your statutory rights, which nothing here reduces.

Can I change my mind?

Not once it's printed, because it's made for your course alone.

Every print is drawn and printed for one course, and the order goes to the print lab after payment. So a correct print can't be returned for a change of mind, and an order can't usually be cancelled once paid. If you spot a mistake in the name, the date or your line, write to us straight away: if the printer hasn't started, we'll cancel and refund it.

If you're in the EU or the UK, the 14-day right of withdrawal does not apply to goods made to your specification. Your statutory rights for faulty goods are unaffected.

What if it's lost in transit?

If it seems to have stopped moving, write to us. We'll chase it with the printer, and if it's lost we'll remake it or refund you.

How are refunds paid?

Refunds go back to the card you paid with, through Stripe. How quickly they appear is up to your bank. The rest of the agreement is in the terms of service.