Shipping, Return & Exchange

What Covid-19 safety measures do you currently have in place?

Careful precautions are taken regularly, such as frequent handwashing, cleaning and disinfecting the studio. Each artwork is also shipped in safe packaging materials. Upon receipt of your artwork, I strongly suggest you follow the safety guidelines from your local government and health officials to cautiously remove your new painting from its packaging.

How soon will you ship my artwork after purchase?

Your artwork is processed within 5 to 10 business days of the date of purchase, excluding holidays. Once shipped, you will receive an email confirmation with a tracking number.

Who do you ship with?

All orders ship via Canada Post and their shipping partners, domestically and internationally. A tracking number is provided.

In some cases, orders can be shipped with other major carriers. Please contact me to discuss your options prior to purchasing. Additional shipping fees may apply.

Where do you ship to and how long will it take for my artwork to be delivered?

Canadian orders: Once shipped, estimated transit times vary between 2 to 10 business days depending on where you are located. Shipping during the holidays and/or to remote and rural areas may take longer.

U.S. orders: Once shipped, estimated transit times vary between 7 to 10 business days. Shipping during the holidays and/or to remote and rural areas may take longer. You may also experience delays due to customs.

All other international orders: Please contact me to discuss a customized shipping quote. I will provide you with a few options to choose from and aim to make the process easy with fair shipping costs, while ensuring your artwork is delivered to you safely. Depending on which country you are from, please note that I may not be able to ship to you due to your country’s customs policies.

Important notices:

* Covid-19: Due to the pandemic, shipping carriers in general are experiencing a backlog as they put safety first, which may result in delays with your shipment. Thank you for your patience as we navigate through these unprecedented times.

* Customs: For orders outside of Canada, please note that shipping delays may be extended due to customs. Additional customs fees may also apply depending on your country.
The buyer is responsible for all customs fees.

What if my artwork was lost/stolen/damaged during shipping?

Prior to shipping, each piece of artwork is carefully packaged and thoroughly inspected to ensure that it will arrive to you safely. My company, Johanna Chaw Studio Inc., and I are not liable for failed delivery, incorrect information, or mishandling by the shipping carrier.

Returned packages due to incorrect address - The best practice to avoid this is to review all of your information carefully during checkout. If there is an error in the shipping address, please contact me immediately. I will do my best to help you correct this without delay.

If a package is returned to me, I will resend it for an additional shipping cost. Extra costs may be incurred if the shipping carrier charges a penalty fee for the return. Your package will be reshipped to you once the additional shipping cost and the penalty fee (if any) are fully paid. That said, be sure to review your information and, if needed, make the proper arrangements to avoid a returned package.

Lost or stolen packages - Please note that once your package is shipped, what happens in transit is completely outside of my control. The good news is that your artwork is shipped with insurance. A tracking number is also provided to you to keep track of its delivery progress. Of course, I will also be monitoring each package I send out on my end. If there are concerns that your package is either lost or stolen, please contact me immediately.

Theft is not covered by insurance. To minimize this risk, every package is shipped with “Do Not Safe Drop” instructions and a signature requirement. The shipping carrier is expected to leave a notification card with information on where you can pick up your package if there was no response at the time of delivery.

Damaged artwork - Great care is taken prior to shipping to ensure a safe delivery of your artwork. Your artwork is also shipped with insurance for added protection. In the unlikely event that this happens, please contact me within 48 hours of receipt and provide clear and complete pictures of the damaged artwork and packaging. I will do my best to accommodate and see what can be done to resolve this. As we wait for a response from the shipping carrier, please keep all of the packaging and content as is to facilitate the insurance claim.

Do you offer local pickup?

Local pickup is available for Greater Montreal, Quebec, Canada. Your order will be processed within 5 to 10 business days of the date of purchase, excluding holidays. Once ready, you will be contacted via email to schedule a date and time for pickup. All orders are picked up on the South Shore of Montreal. Please note that studio visits will not be permitted.

If this is preferred, simply select the “Pickup” tab at checkout.

What is your return and exchange policy?

All sales are final.

Each sale is handled with the utmost care and transparency as I strive to provide a positive experience with all of my collectors and clients. Please read the listing description carefully before purchasing. Although photographs attempt to capture the most true-to-life color representation of the artwork, the color may still vary slightly in person. If color variation is a concern, I recommend comparing the colors on different screens and devices.

Will my artwork be wrapped in eco-conscious packaging?

As a small business owner, I believe that I have a responsibility in making eco-friendly choices when it comes to packaging your artwork, while ensuring that it is safely delivered to you. I do my best to use shipping supplies made out of recycled content, as well as minimize the use of plastic as much as possible.

Each canvas painting is wrapped in acid-free glassine paper to protect it from scratches and moisture, then Kraft paper made out of 25% recycled content. Foam core boards may also be used to further protect your painting, though I am researching for a better and affordable alternative. The black bubble wrap I use is an eco-friendly version with up to 40% recycled content, and provides the same quality and protection as traditional bubble wrap. Until I find a better substitute, this eco-friendly bubble wrap offers your painting the best protection against all of the elements. Recyclable literature mailers and corrugated boxes are used for shipping canvas paintings.

Smaller artworks - such as enso studies on panels, calendars and greeting cards - are wrapped in glassine paper/bag to protect them from scratches and moisture, then tissue paper made out of 60-70% recycled content. Calendars and greeting card sets are also placed in clear lid kraft boxes for added protection. Bubble-lined poly mailers are typically used for small artworks to save on shipping costs. The poly mailers I use contain a bubble recycled content of 15% of the total resin weight and can be recycled at facilities where plastic bags are usually accepted.

I also give a second life to materials from previous packaging, such as boxes, paper cushioning, air pillows and clear bubble wrap. Please recycle and reuse the packaging materials that come with your artwork!

Artwork

Do you offer commissions?

I accept a limited amount of commission requests per year. For more information on the commission process, click here.

Do you offer prints of your original artwork?

Prints are offered in the form of a calendar, monthly ensoscape and greeting card in The Joyous Shop, which releases in the Fall for the holidays. The originals for these prints are not available for sale.

Prints from a collection launch of original paintings are currently not offered.

I invite you to join The Inner Circle newsletter here for early access to The Joyous Shop when it launches and for future updates on prints.

Any other questions?

Fill out the contact form here and I’d be happy to help.