Frequently Asked Questions (FAQ)

SHIPPING & DELIVERY

How will my artwork be packaged?

 8 x 10-inch art prints are carefully packaged with chipboard and a clear bag in a USPS mail envelope. Larger art prints are securely packaged with cardboard in a cardboard
box. Original artwork is securely packaged with cardboard and a plastic bag in cardboard boxes. Artwork being transported off-island larger than 36 inches
will be crated in a secured wooden box with screws to ensure safe travel.
Artwork will be packaged as needed for local delivery.

When will my artwork arrive?

Please expect shipping delays at this time. Please allow 3-5  business days processing time. 7-14 business days for shipping in the USA. 10-21 days for shipping internationally. Additional 2 additional business days if artwork needs to be crated for
shipping.

How can I track my order?

As soon as your order is shipped, you will be sent a confirmation email with access to tracking.

How much will it cost for shipping?

Shipping charges vary by weight or size, whichever is greater, and the destination. Shipping charges are calculated at checkout.

What carrier will you use to ship my order?

We typically ship art prints via United States Postal
Service (USPS), original artwork via United Parcel Service (UPS). On rare
occasions items will be shipped via FedEx or UPS economy. International
shipments ship via UPS Worldwide or DHL Express. Any customs, duty, or VAT
fees, if any, will be the responsibility of the recipient. After you place an
order, you will be notified of the carrier and tracking number for order.

Will my artwork be insured?

Your package is always insured. In the rare event your package
is lost or damaged upon arrival, please contact as soon as possible at
808-398-5266 Monday through Saturday 9-5pm Hawaii Time or via email at aloha@jantetsutaniart.com. We will request photos of the damage and any other pertinent information.

Will you ship to a P.O. Box?

We can ship items that are 8 x 10 inch or smaller to a post
office box. Larger items can only be sent to a street address.

Can UPS just leave my artwork at the door without a signature?

We automatically request a signature for delivery since
original artwork is one-of-a-kind and unreplaceable, unlike a reproduction. You
could personally make arrangements directly with UPS by contacting them to
change the delivery address or arrange delivery at a UPS Store. There may be a
fee. More information here: https://www.ups.com/us/en/shipping/services/value-added/del-change.page

What if my items arrived damaged?

Please take photos of the damage and email us within 48
hours at aloha@jantetsutaniart.com
so we may address your situation accordingly.

What if I haven’t received my order and it’s past the time estimated?

Please contact us at aloha@jantetsutaniart.com so that
we may follow up with the shipping company to track your order.

RETURNS

What is your return policy?

Your satisfaction is 100% guaranteed. If you are not completely satisfied with your purchase, you may return the item in good condition within 30 days of receipt, and receive a free replacement or a full refund for the price of the product (less shipping fees). Please contact us at aloha@jantetsutaniart.com. You will be instructed where to ship your item back to us and in its original package with a copy of your invoice.  Shipping and insurance costs are the responsibility of the client. Custom commissioned artwork cannot be refunded.  Please email us with
the tracking number and confirmation of insurance. Refunds will be issued 48-72
hours of receiving the package.

ORDERING

How do I place an order?

You may place an order, by clicking the ‘Add to Cart’ button. It will take you to the secure checkout process in which you will be asked to enter your billing & shipping address and payment information

Where do I enter a discount code?

You may enter a discount code at checkout.

Can I use multiple discount codes?

Currently, our website provider does not allow for this option

What forms of payment do you accept?

We accept all major credit cards including Visa, Mastercard, American Express, Discover, JCB, Diners, PayPal, Amazon Pay, Shopify Pay, Apple Pay, Google Pay

What if there is an art piece I am interested in, but the size I am looking for is not offered?

Please contact us at aloha@jantetsutaniart.com and let us know what size you are interested in as it is very likely we could find something to accommodate you.

How may I find a specific item on your website?

You may use the search bar at the top right of the website page
and enter the title or type of item you are searching for. If you are not able
to find what you are looking for, please feel free to email us at
aloha@jantetsutaniart.com. We are happy to help you.

How long does it take to process an order?

It normally takes 3-5 business days

Can I cancel an order?

To cancel an order that has not yet shipped, please contact
us at 808-398-5266 Monday – Saturday 9-5pm HST or at aloha@jantetsutaniart.com. We are unable to cancel orders that have already shipped. Please see our Return Policy.

Does the images on your website accurately represent what I will receive?

We aim to represent each piece with accuracy, however, please be aware that each computer monitor, phone, tablet or other device has their own monitor/screen calibration which may not accurately represent colors. If for some reason you are not completely satisfied with the item you received, you may return it within 30 days for a replacement or refund (less shipping fees) as long as the item is still in good condition.

Would it be possible to send my order as a gift?

Of course! We would love to! We have done this for
anniversaries, birthdays and we can do this for any occasion. After you have
placed your order please contact us at aloha@jantetsutaniart.com  with your order number and let us know this is a gift and if you would like for us to add a note to the recipient from you, please include their name and your note. This is a complimentary service.  We will not include an invoice with the price
with the order.

GIFT CARDS

What amounts do you offer?

We have some popular gift card amounts, but you can customize your gift card to be any amount.

Can I write a personal note and send it to the gift recipient?

Certainly! You will be able to write a personal note and send it to the recipient.

When will the person receive the e-gift card?

They will receive it instantly via the email you provide or you will also have the option to schedule to send the e-gift card at a future day and time. You will receive a confirmation receipt after your order is made.

Are there any additional fees to buy a gift card?

No. The painting workshop includes sales tax and is sold by experience rather than a value amount so the recipient will not need to pay anything additional when taking a painting workshop.

How are gift cards redeemed?

Gift cards may be redeemed online and in-person. For painting workshops, just present the gift card/code upon arrival to the painting workshop.

Can e-gift cards be redeemed at an art show?

Definitely!

Can e-gift cards be used with a discount code?

Unfortunately, our website provider does not provide this
option at this time.

How do I redeem my e-gift card online?

Enter the 5-digit code in the discount code box when checking out.

WHAT IS THE PROCESS FOR COMMISSIONING A CUSTOM ARTWORK?

  1. We will set up an appointment to discuss what you are wanting – the colors, size, subject matter, materials, etc.
  2. I will present a quote for client approval including the timeframe.
  3. Once the quote is approved, based upon our discussion I will present a sketch (for art with a subject matter) or a small painted thumbnail (for abstract artwork) –  for
    client’s approval. This may result in 1-3 sketches/thumbnail per piece.
  4. Once the sketch/small painting thumbnail is approved by the client, the client will send a 50% deposit to initiate the work of the custom piece(s).
  5. Upon completion, a final photo of the artwork will be sent to the client. Once approval is made, the remaining balance is due
    to initiate the shipping/delivery of the artwork.

INTERNATIONAL ORDERS

We ship original artwork and art prints to any location
internationally covered by DHL Worldwide Express or UPS Worldwide. Each country
has its own regulations for importing items and we are happy to discuss any
concerns you may have. Any customs, duty and VAT fees upon arrival at the destination
will be the responsibility of the recipient. Other items may/may not be
available internationally.