Shipping and Returns

Where do you ship?

To eleven countries: the United States, Canada, the United Kingdom, Ireland, France, Germany, the Netherlands, Spain, Italy, Australia and New Zealand. If you would like a print sent somewhere else, write to us and ask.

Who makes and ships it?

Prodigi or Printful, whichever gets it to you for less. Both are print-on-demand labs. When you choose where the print is going, we ask each of them what it charges to make that print and send it there, and the lower total wins. After you pay, your order goes to that lab, which prints the hand on the paper or canvas you chose, packs it and ships it to the address you gave at checkout.

Not every lab makes every size. Printful makes canvases up to 40 × 60 inches, but no paper print or framed canvas bigger than 24 × 36, so the big papers and frames always go to Prodigi.

How long does it take?

Prodigi publishes one to three days for the Fine Art Print, two to five for the Gallery Canvas and three to five for the Float-Framed Canvas (prodigi.com, checked 23 September 2026). Printful publishes two to five business days for everything it makes (printful.com, checked 6 October 2026). Shipping comes after that, and neither lab publishes a delivery date by country, so we do not either.

When your print ships, the carrier and tracking link are emailed to you: at once from Prodigi, and within the hour from Printful, which we check every hour. If nothing has arrived a week after you ordered, write to support@painted.app and we will look into it.

Does a Digital File ship?

No. A Digital File comes as a download link, on the page you see after paying and by email, as soon as the payment clears. There is no shipping charge, no address to give and no tracking. What you may do with it is in the terms of service.

What does shipping cost?

What the lab charges to send it, and nothing more. We do not add a margin to shipping, and we do not fold it into a flat fee. Stripe's checkout shows the figure as "Shipping at cost", in the full total before you pay. The rate is worked out for your country rather than your street, and if the lab later charges us more than you paid, that difference is ours. Import duties, where they apply, are the recipient's responsibility.

What if it arrives damaged, defective or wrong?

Write to us within 30 days of delivery with a photograph of the print and its packaging, and we will remake it or refund you. A wrong print counts: if it does not match the preview, ink, ground, size and line you confirmed, that is ours to fix. This promise sits on top of your statutory rights, which nothing here reduces.

Can I change my mind?

Not once it is printed, because it is made for your note alone, and the order goes to the print lab after payment. If you spot a mistake, write to us straight away: if the printer has not started, we will cancel and refund it.

If you are in the EU or the UK, the 14-day right of withdrawal does not apply to goods made to your specification. Your statutory rights for faulty goods are unaffected.

What if it is lost in transit?

If it seems to have stopped moving, write to us. We will chase it with the printer, and if it is lost we will remake it or refund you.

How are refunds paid?

Refunds go back to the card you paid with, through Stripe. How quickly they appear is up to your bank.