SHIPPING INFO - Updated 3/1/22 NORMAL SHIPPING TIME: Orders usually take 1-2 weeks to ship. If we've dropped new prints in the store/working on the web site/packing venue or event posters, orders may take slightly longer than that. We will post shipping updates to our Studio Updates page & the Zen Dragon Gallery Facebook page during high volume shipping weeks.
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 & added to your customer account when your label is created. These numbers also go out in an email to the email 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 2-12 days for package delivery. The USPS is currently taking longer to deliver packages. 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 have time to monitor all individual shipments.
If a tube is lost in the mail, it is possible we will refund the order rather than reship. Each incident will be handled individually based on several factors including availability & cost of the prints lost.
Orders over $300 will require Signature Confirmation.
A NOTE ABOUT SHIPPING COSTS We include the costs of fulfillment, insurance, & shipping materials in our shipping price, but the $15 base shipping rarely covers all of that. Tubes to many locations like Colorado, Nevada, California, Oregon, etc., cost more to ship that our shipping fee. Prints are priced with the shipping costs in mind. COMBINING/SPLITTING ORDERS - When placing an order for multiple items that cannot be shipped all together, we will split the order and ship items separately. If you place multiple orders, they may not be combined for shipping. This is completely at our discretion. There is a $5 fee to combine orders. Any shipping refunds will reflect this deduction. 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 thatyour 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 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 you are asked to send a damaged print back to us, we will provide the return label - Print(s) MUST be shipped back in the tube it was originally shipped in. If we shipped in a 4x24" tube, DO NOT send it back in a 3x16" tube. Failure to do this will result in a refund minus a 25% restocking fee & no replacement print.
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.
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 we have time. If you agree with the amount, we will send a pay request through the store. You will need to have a customer account set up.
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.
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.