Shipping & Returns

SHIPPING INFO - Updated 1/14/22

NORMAL SHIPPING TIME: Orders take up to 1-2 weeks to ship depending on our schedule. If we've dropped new prints in the store, or we're working on the web site or packing venue or event posters, orders may take slightly longer than usual. We will post shipping updates to our Studio Updates page  & the Zen Dragon Gallery Facebook page as needed.

If you need an item/order by a particular date, please send us an email to inform us of your deadline, and we'll do our best to get your order to you in time. 

**ALL PACKAGES SHIP VIA THE UNITED STATES POSTAL SERVICE**
Tracking information is automatically generated and added to your customer account when your label is created. These numbers also go out in an email to the address submitted in your customer account. Check your spam folder if you do not see a notice in your inbox Also, make sure your shipping address where the USPS will deliver your package is safe from both weather and theft. 

Please allow 1-3 weeks for package delivery. The USPS is currently taking longer to deliver packages. This is beyond our control. We are looking at alternatives to the USPS, but we are not ready to switch our shipping to a new carrier at this time.

If your package has not arrived by 3 weeks from the ship date (not from the order date)... please contact us so we can check into it. We do not always have time to go through all of our ship records to monitor all shipments.

 ADDED 9/24/21: We experienced a couple of lost tubes after our Panic RR drop in July. A policy on lost tubes, and whether or not we will reship or refund has not really been necessary before now, but for clarity's sake.... if a tube is lost in the mail, it is probable that we will refund the order rather than reship. 

 ADDED 1/14/22: We're adding Signature Confirmation on all orders over $300 for new customers. Some established customer accounts will not be subject to this, but we will email to let y'all know if that's how an order ships. 

COMBINING/SPLITTING ORDERS -
When placing an order for multiple items that cannot be shipped in one package, we will split the order and ship items separately. If you place multiple orders, items may be combined for shipping. This is completely at our discretion, unless we are instructed otherwise by the customer at the time the order is placed. There is a $5 fee per order for combining orders and to cover additional handling. 

Labels are created a day or more prior to actual shipping. Email notices with Delivery Confirmation numbers go out when labels are created. Check your customer account for updates & tracking info. Tracking numbers will not be active until packages are scanned, even though the number may be showing up in your account.

We ship in heavyweight Yazoo Mill tubes, with prints rolled and taped in kraft paper so they will slide out of the tube easily. We have been shipping prints for over 20 years. We promise that they will be packaged as carefully as possible.

We do not accept returns or issue refunds on posters damaged while being removed from the tubes. Be careful that you do not tear your print when you un-tape the kraft paper. Get assistance when unrolling prints. If you damage your print while you are flattening or handling it, we will not replace it for free. 

UNDELIVERABLE PACKAGES: Please double check that your shipping address is accurate. Shipments that are returned to ZDG due to incorrect addressing, will require a second shipping fee to be paid by the customer before reshipping. If you do not wish to pay the additional shipping charge to have your order reshipped, you will receive a store credit for the cost of your order, minus the original shipping charge, and a $10 restocking fee.

INSURANCE DOES NOT COVER TUBES STOLEN AFTER DELIVERY 
Insurance covers prints damaged in shipping only
Once you have your tracking number, watch for your package to arrive. WE ARE NOT RESPONSIBLE FOR PACKAGES THAT GO MISSING AFTER DELIVERY. 

CHECK YOUR ORDER WHEN IT ARRIVES
Please check your order to make sure that it contains the items on your order. Even though it is fairly rare that we ship incorrect items, we do make the occasional mistake. If there is a discrepancy in the contents, we need to know as soon as you are able to let us know. We will not replace, reship or refund if contacted more than 15 days after the delivery date on your package tracking.

PRINTS DAMAGED IN SHIPPING
If your tube arrives with damage, save it and all of the contents. Send Zen Dragon an email ASAP with pictures of the damage. We may request that you ship the damaged items back to us. If we do, we will send a return label. If a replacement print is available, we will send a replacement. We cannot guarantee replacement of limited edition prints due to the limited nature. If a print is not available, the cost of the print will be refunded or if the customer prefers, a store credit can be issued.

If you are asked to send a print back to us - You will need to ship the print(s) back in our packaging. There should be 2.5 to 3" of kraft paper overhanging on either side  of the edge of the prints to protect from further damage. We will send a return label if we ask you to return a print.

Our shipping address is:

Zen Dragon Gallery
PO Box 827
Bogart GA 30622

International shipping: Currently, our international shipping is offline while we work on our web site and a new shipping solution. Email us if you are trying to place an order from Canada or Europe, and we will send you a shipping quote. If you agree with the amount, we can send a pay request through the store or Paypal.

WE NO LONGER SHIP TO THE UK. Sorry y'all, but we are not set up to deal with the VAT charges and BREXIT regulations that require quarterly registration and reporting. This may change in the future, but we just simply do not have time to work on that at the moment. 

REFUNDS/RETURNS
Because ephemera is easily damaged, we only offer exchanges or refunds on prints if ZDG makes a mistake in fulfillment by sending an incorrect item.  


REQUESTS FOR REFUNDS ON NEW ORDERS NOT ALREADY SHIPPED: We will refund an order placed by mistake ONE TIME for any customer. Further requests for refunds after that first order, will result in the customer being issued a store credit for the cost of the order minus a $10 handling fee towards a future purchase of any item in the store.