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Shipping Policy

At Hand-Drawn Memories, every custom portrait George creates is a one-of-a-kind original. Because these pieces carry immense sentimental and artistic value, we take extraordinary care in packaging, insuring, and delivering our artwork to your door.

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Please review our shipping standards, delivery inspection guidelines, and claim reporting rules below.

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1. Archival Packaging Standards

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To protect your portrait against transit wear and adverse weather, every drawing is packaged using a multi-stage archival process:

  1. Moisture-Proof Sleeve: The physical paper is sealed inside an acid-free, archival sleeve to protect against rain, humidity, and atmospheric moisture.

  2. Rigid Board Sandwich: The sleeved drawing is sandwiched between heavy-duty, rigid backing boards to prevent bending, folding, or creasing.

  3. Reinforced Flat Mailer: The protected bundle is sealed inside a heavy-duty flat mailer featuring prominent "DO NOT BEND" and "DO NOT USE SHARP BLADES TO OPEN" warning labels.

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2. Carriers, Insurance & Delivery Requirements

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  • Carriers: All domestic shipments are routed via USPS Priority Mail, USPS Ground Advantage, or UPS Ground.

  • Full Transit Insurance: Every package is fully insured for 100% of the commercial value of the completed commission.

  • Signature Confirmation Required: To protect against porch theft, misdelivery, or exposure to the elements, a signature is required upon delivery for all original artwork. Liability legally transfers to the recipient once signed for and delivered by the carrier.

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3. Shipping Rates & State Taxes

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  • Upfront Shipping Line Item: Shipping costs are calculated based on your destination zip code, weight, and dimensions (including full insurance and signature confirmation) and are presented as a distinct line item on your final invoice prior to dispatch.

  • Taxation: In accordance with Virginia state tax rules, shipping fees listed as a separate line item (labeled strictly as "Shipping") are non-taxable for Virginia deliveries. Out-of-state orders do not incur local sales tax unless required by state nexus laws.

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4. Delivery Inspection Guidelines

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Because carrier insurance claims depend on establishing transit liability, we ask that you follow these exact inspection steps upon physical delivery:

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A. Severe Package Damage Upon Delivery

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If the outer mailer arrives severely crushed, bent in half, punctured, or soaked through while the mail carrier is present:

  • REFUSE DELIVERY: Tell the carrier: "I am refusing delivery due to severe transit damage."

  • Do NOT Sign: Refusing delivery forces the courier to mark the package as "Refused - Return to Sender" and route it unopened back to Hand-Drawn Memories at no cost to you, preserving the official chain of custody needed for an immediate insurance claim.

  • Notify Us: Email support@handdrawnmemories.com immediately to report the refused shipment.

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B. Minor or Moderate Exterior Packaging Wear

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If the outer envelope shows light or moderate travel wear (scuffs, minor edge dings, or surface scuffs):

  1. Accept the package.

  2. Photograph BEFORE Opening: Take 2–3 clear, high-resolution photos of the unopened outer mailer, specifically highlighting the shipping label and any exterior impact marks, before breaking the seal.

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5. Reporting Damaged Artwork (48-Hour Notice Window)

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If you accept a package, open the rigid backing boards, and discover that the artwork inside sustained transit damage:

  1. Notify Us Within 48 Hours: You must email support@handdrawnmemories.com within 48 hours of carrier delivery to be eligible for a full refund of your final payment.

  2. Required Photographic Documentation: Your email must include:

    • Your Commission Number.

    • Clear photos of the unopened outer mailer and shipping label showing the impact area.

    • Clear, close-up photos showing the physical damage to the artwork itself.

  3. Retain All Packaging Materials: Do not throw away the outer envelope, interior backing boards, or damaged artwork. Keep all materials intact in case the postal carrier requires a physical inspection.

  4. Do NOT Return to Sender: Do not mail the damaged drawing back to us independently. Returning damaged goods without carrier authorization voids the transit insurance policy.

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Once verified, eligible damage claims submitted within the 48-hour window with full photographic documentation will receive a full refund of the final balance. Optional replacement redraws are available upon request.

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6. Questions & Tracking Support

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Once your order ships, an automated email containing your carrier tracking number and estimated delivery date will be sent to your inbox.

 

For shipping questions or to report delivery issues, please reach out to us:

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