Shipping & Returns

Shipping Times

Once a piece leaves our partner studio, transit times by destination are as follows:

• United States: 5–9 business days
• Canada: 7–12 business days
• Australia: 10–15 business days

Every order ships with tracking, and a tracking link is sent by email as soon as it is available. Please note that delays beyond our control may occur during the holiday season; we recommend ordering early when a piece is intended as a gift or memorial.

Shipping Costs

We keep shipping straightforward, with the same rates applied to every order regardless of size or weight.

• United States: Free on orders over $89; standard rates apply below the threshold
• Canada: $14.99 flat rate
• Australia: $19.99 flat rate

Express shipping is available at checkout for orders that need to arrive sooner. Rates are calculated based on destination and displayed before payment.

Production Time

Each piece is hand-finished to order, which means production begins only after a commission is placed. Typical production takes 2–5 business days before a piece is ready to ship.

Memorial keepsakes are prioritized in our production queue. We understand that these pieces accompany a particular grief and are often needed within a meaningful window of time, and we treat that timing with the care it deserves.

Returns Policy

We stand behind every piece we ship. Our return window is 30 days from the date of delivery, with the following terms:

• Custom portraits with uploaded photos: Non-refundable, except in cases of defect. Because each portrait is hand-finished to a specific image and cannot be resold, we do not accept returns for change of mind.
• Defective items: Eligible for a full refund or a replacement at no cost. We cover return shipping in these cases.

To initiate a return, please email support@printoni.com with your order number. We respond within 24 hours and will guide you through the process personally.

Damaged or Lost Packages

If your piece arrives damaged, please contact us within 7 days of delivery and include photographs of the damage along with the original packaging. We will arrange a full replacement at no cost. There is no need to return the damaged piece in most cases.

For packages marked as lost in transit, we open an investigation with the carrier on your behalf. Once the carrier confirms the package as lost, a replacement is produced and shipped immediately. We bear the cost of replacement and shipping in every case where the loss is not due to an incorrect address provided at checkout.