FAQ

• We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
• Please contact us at support@artisanmetaldecor.com to check if changes or cancellation are possible, and give the reason you wish to cancel.
  
  

What payment methods do you accept?

• We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
  
  

Can I change my shipping address after placing an order?

• If you need to change your shipping address, please contact us at support@artisanmetaldecor.com within 24 hours after placing your order with an e-mail titled "Shipping Address Change" to route to the appropriate department.
• Please be advised that your shipping address cannot be revised after the order has shipped.
  
  

When will I get my tracking number?

• Once the order has been processed by our fulfillment team (1 - 3 days, on average), a tracking number usually takes 1- 3 business days to be generated.
• Please take note to allow 1 - 3 business days for your tracking information to be updated. If you have not received your tracking number within three business days or if the tracking status is "not available" within 1-2 business days from the time you have received your tracking number, please send us an email at support@artisanmetaldecor.com
  
  

How do I track my order?

• You can track your order here: Track Your Package
  
  

How long does delivery take?

• We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:
• USA - Within 2-5 business days
• These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this.
  
  

How do I return an item?

• At Artisan Metal Decor your satisfaction as a customer is important to us.
• If you are not happy with your purchase within 30 days of receiving it, we will do our best to make sure you are happy with our resolution. Understandably, because all of our products are personalized and can not be re-used, we do not accept returns. What we can do is send you a new, personalized product, or offer a refund after the original order has been delivered.
• Contact us at support@artisanmetaldecor.com, and we will promptly respond to your inquiries.
  
  

I need my order fast, do you guys provide expedited shipping?

• For USA domestic orders, you have the option of Express order processing at checkout. This will prioritize your order for shipping within 2 business days where possible. We hope to offer Priority carrier options for USA and International orders in the near future.
  
  

When will I receive my refund?

• All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
• If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund to you.
  
  

Why has the tracking status not been updated?

• Tracking information may not update immediately in some cases, however, please rest assured your item is on its way.  Here are some reasons why tracking information may not be available:
• There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please hold on for a few more days and try again later.
• The package may not be scanned until it reaches the regional hub near the destination.
• There may not be any updates available when the package is in transit.
• The tracking information should pick up again once your packages reaches your local area. The delivery time frame is valid regardless of the tracking information's availability online.
• If your tracking status has not been updated for over 10 days, please contact us at support@artisanmetaldecor.com immediately and we will offer you further assistance.
  
  

My item is damaged/incorrect, what do I do?

• Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
• We'll arrange for a replacement item to be sent to you as soon as possible.
• Please do not return items to us without authorization from support first.