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Shipping & Returns

COVID-19 SHIPPING INFO
While we already state on this page that shipping may take 1-3 weeks, and that should cover it, we'd like to add the following to our shop operations info while we continue to observe social distancing at our fulfillment center.

Our fulfillment shop is located within the Vision Lab Art facility. For the unforeseen future, Judy is going in once a week on Sundays to package orders. Those orders will not ship until the following Tuesday.

If you need an order by a particular date, we'll do the best we can to make that happen. Your order must be sitting in the queue by 11am on any Sunday to be included with that week's outgoing packages. Any orders that come in later than that, may not ship until the next week.

All of us at Zen Dragon & Vision Lab are family... and we all have family members to keep well besides ourselves. We hope all of you will understand why we are continuing to observe these safety measures. 

We're not just doing it for us, though. We do it for all of you, too. 

Like everyone else, we hope this will end sooner than later, but until that time, this is how we will operate.

ALL PACKAGES SHIP VIA THE UNITED STATES POSTAL SERVICE*
* Except Yoga mats which will be shipped via UPS. Please make sure we have a secure address for home or office delivery.

Tracking information is automatically generated and added to your customer account when your label is created. These numbers go out to customers automatically in an email notification, but they can also viewed by logging into your customer account where customers can check to see the status of their orders. 

Please allow 1-3 weeks for package delivery. ZDG is currently staffed by one person, and orders are shipped once a week. If there are any issues with locating items, and it does happen, it might take longer to ship. Customers will usually be updated when this happens.

CLOTHING & TAPESTRIES - All clothing, tapestries, pillows, & yoga mats are custom manufactured when your order is placed. These items sometimes take longer to ship than prints. They also ship separately from Vision Lab Art, and not from Zen Dragon Gallery. Though we are all located in the same building, we have separate fulfillment offices.

All orders are subject to be divided or combined for better shipping. If you place 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 for combining orders and to cover additional insurance costs. 

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. Currently, labels are created on Sundays for shipping on Tuesdays, so tracking numbers will not be active until late Tuesday when 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. Judy has been shipping prints for over 20 years. We guarantee that they will be packaged carefully.

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, less the original shipping charge and a $10 restocking fee.

INSURANCE DOES NOT COVER TUBES STOLEN AFTER DELIVERY 
Insurance covers prints damaged in shipping
Check your account the Monday after placing your order to find your tracking numbers and watch for your packages. Tracking numbers become active once the Post Office picks up and scans them on Tuesday. Packages should start arriving at their locations on Wednesday, Thursday, Friday, or Saturday for Priority Mail shipments. WE ARE NOT RESPONSIBLE FOR PACKAGES THAT GO MISSING AFTER DELIVERY. It is the responsibility of the customer to provide a secure address for shipping. We will be happy to make special arrangements, especially on the higher priced items, in order to assure that your package makes it to you without incident.

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. We cannot guarantee replacement of limited edition prints. If a replacement print is available, we will send a replacement. 

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.

International shipping: We are still working on getting our international options to work properly for some locations. Please email us if you are trying to olace an order and are having problems with the ship options.

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. Simply let us know, and we will send the correct item.

We do not exchange prints ordered by mistake. Make sure you order the print you want, or if someone is ordering for you, that they are ordering the correct print. 

Purchases made through other VisionLab Art from product links on our site are subject to their return policy. You can find their Return Policy is here. Items from VisionLab include clothing, pillows, yoga mats, and tapestries.

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.