RETURNS, DAMAGE & CASE RESOLUTION

Last Updated: August 7, 2026

At Wall Art Go, we want every order to arrive correctly and in excellent condition. If something is not right with your purchase, our customer service team is available to review the situation and work toward an appropriate resolution.

This Returns, Damage & Case Resolution Policy explains how we handle eligible returns, damaged artwork, incorrect items, missing shipments, delivery concerns, replacement requests, refunds, and other order-related cases.

For assistance, contact wallartgo.help@gmail.com and include your order number whenever possible.

1. Our Commitment to Resolving Order Issues

We understand that artwork is an important part of your space and that receiving the correct product in good condition matters. When a legitimate order issue occurs, our goal is to review the available information carefully and provide a fair, practical, and timely resolution.

Depending on the circumstances, an approved resolution may include a replacement, refund, partial refund, return authorization, reshipment, or another appropriate solution.

2. Return Eligibility

Eligible products may be returned within 30 days of confirmed delivery, subject to the conditions of this Policy.

To be considered for a standard return, the product should generally be:

In its original condition
Unused and undamaged by the customer
Returned with applicable original packaging when reasonably possible
Accompanied by proof of purchase or a valid Wall Art Go order number
Approved for return by Wall Art Go before being shipped back

Return eligibility may vary for products that are personalized, specially produced, customized, clearance-marked, final sale, or otherwise identified as non-returnable before purchase.

3. Return Authorization Is Required

Do not send a return without first contacting Wall Art Go and receiving return authorization.

To request a return, email wallartgo.help@gmail.com with:

Your order number
The email address used for the order
The product you wish to return
The reason for the return
Photographs when relevant to the request

If the return is approved, our customer service team will provide instructions and the appropriate return destination.

4. Do Not Return Products to Our Fulfillment Address Without Authorization

The fulfillment or business address displayed on Wall Art Go should not automatically be treated as a customer return address.

Unauthorized packages may not be accepted, properly identified, or processed. Always contact customer service before shipping merchandise back.

5. Change-of-Mind Returns

If an eligible product arrives correctly and without damage but you decide that it is no longer suitable for your space, you may request a return within the applicable 30-day return period.

For approved change-of-mind returns, the customer is generally responsible for return shipping costs unless Wall Art Go confirms otherwise in writing.

Original shipping charges, when applicable, are generally non-refundable for change-of-mind returns unless required by law or otherwise confirmed by Wall Art Go.

6. Damaged Artwork

If your artwork arrives damaged, please contact us within 7 days of delivery so that we can review the issue while shipment and carrier information is still readily available.

Please include:

Your order number
A clear description of the damage
Photographs of the complete artwork
Close-up photographs of the damaged area
Photographs of the shipping box or packaging
Photographs of visible external package damage
A photograph of the shipping label when reasonably available

Please keep the artwork and original packaging until your case has been reviewed. The carrier, fulfillment provider, or Wall Art Go may require this information when evaluating the claim.

7. Resolution for Verified Shipping Damage

When shipping damage is verified and the claim is approved, Wall Art Go may provide an appropriate resolution such as:

A replacement of the affected artwork
A reshipment where appropriate
A refund
A partial refund when agreed upon
Another reasonable resolution based on the circumstances

The exact resolution may depend on product availability, the extent of the damage, carrier information, and the specific circumstances of the order.

8. Incorrect Artwork, Size, or Product

If you receive artwork that is materially different from the product confirmed on your order, please contact us promptly.

This may include situations where you receive:

The wrong artwork
The wrong size
The wrong quantity
The wrong product variation
An item belonging to another order

Please provide your order number and clear photographs of the product received. After verification, Wall Art Go will determine the appropriate replacement, return, refund, or other resolution.

9. Missing Items From an Order

Orders containing multiple products may occasionally be produced or shipped separately. One package arriving before another does not necessarily mean part of your order is missing.

Before opening a missing-item case, please review all shipment notifications and tracking numbers associated with your order.

If all shipments are shown as delivered and an item is still missing, contact us with your order number and information about the product that was not received.

10. Packages Marked Delivered but Not Received

If carrier tracking shows that a package was delivered but you cannot locate it, please first check:

Front, side, and rear entrances
Mailrooms and package lockers
Building reception or management
Household members
Neighbors where appropriate
Any carrier delivery photograph
The exact address shown on your order confirmation

Some carriers may update tracking shortly before final physical delivery. If your package remains missing after checking the surrounding delivery area and available carrier information, contact Wall Art Go for assistance.

11. Lost Packages

If tracking stops updating for an unusual period and the shipment appears to be lost in transit, contact wallartgo.help@gmail.com.

We may need to review tracking records, contact the carrier or fulfillment provider, and allow the applicable investigation period to be completed before a replacement or refund decision can be finalized.

12. Stolen Packages

Wall Art Go will review reports of packages that are marked delivered but are believed to have been stolen after delivery.

Because these situations occur after a carrier records successful delivery, additional verification may be required. Depending on the circumstances, customers may also be asked to communicate directly with the carrier or provide additional documentation.

Resolution options will be determined based on the available delivery evidence and circumstances of the case.

13. Incorrect Shipping Addresses

Customers are responsible for providing complete and accurate shipping information during checkout.

If you discover an address error, contact us immediately. We will make reasonable efforts to correct the information if the order has not progressed beyond the point where changes are possible.

Wall Art Go cannot guarantee address changes after production, fulfillment, or carrier processing has begun.

Orders that are lost, delivered incorrectly, or returned because of an address entered incorrectly by the customer may require additional shipping or replacement charges.

14. Refused or Undeliverable Orders

Packages may be returned to the sender if they are refused, unclaimed, incorrectly addressed, or cannot be delivered by the carrier.

If a shipment is returned as undeliverable, contact us so we can review the available options.

Additional shipping charges may apply when reshipment is requested and the original delivery failure resulted from information supplied by the customer or refusal of the shipment.

15. Minor Color Differences

We make reasonable efforts to display artwork accurately. However, colors may appear differently across phones, tablets, computer monitors, and other displays.

Screen calibration, brightness, lighting, display technology, printing processes, and physical materials may result in minor differences between the digital image and the finished artwork.

Minor color variation that falls within normal differences between digital displays and physical printing is not generally considered damage or a manufacturing defect.

16. Size Expectations and Room Mockups

Room images and product mockups are intended to help customers visualize artwork in different environments. They should not be relied upon as exact scale representations.

Customers should review the dimensions listed on the applicable product page and measure their intended wall space before ordering.

Selecting an incorrect size because the customer's space was not measured does not constitute a damaged or incorrect product when the size delivered matches the confirmed order.

17. Manufacturing or Production Defects

If you believe your artwork has a manufacturing or production defect, contact us with clear photographs showing the issue.

Examples may include significant printing defects, structural damage, or another material issue that affects the intended appearance or functionality of the product.

Each claim will be reviewed individually to determine whether the condition represents a genuine production defect or a normal characteristic of the product.

18. Personalized, Customized & Special-Order Products

Certain products that are personalized, customized, specially produced, or otherwise clearly identified as made specifically for an individual order may have additional return restrictions.

Such restrictions do not prevent customers from contacting us regarding verified damage, production defects, or fulfillment errors.

19. Final Sale Items

Products clearly identified as Final Sale before purchase are generally not eligible for change-of-mind returns.

Final-sale status does not eliminate any rights that cannot legally be excluded and does not prevent Wall Art Go from reviewing legitimate cases involving damage, defects, or incorrect fulfillment.

20. Return Shipping

For approved returns that are not the result of Wall Art Go's error, verified damage, or a confirmed defect, return shipping costs are generally the responsibility of the customer.

If Wall Art Go confirms that an incorrect or defective product was supplied, return instructions and any applicable shipping arrangements will be provided as part of the case resolution.

We strongly recommend using a trackable shipping service for approved customer-paid returns.

21. Condition of Returned Products

Returned merchandise should be packaged carefully to help prevent damage during transit.

Wall Art Go may reduce or decline a refund where permitted by law if an item returned under a standard change-of-mind request arrives:

Damaged after delivery to the customer
Altered or modified
Used beyond reasonable inspection
Missing material components
Improperly packaged for return shipping

22. Refund Processing

Once an approved return is received and reviewed, we will notify you regarding the status of your refund.

Approved refunds are generally issued to the original payment method used for the purchase unless another method is required by law or specifically agreed upon.

After a refund has been issued by Wall Art Go, your bank, card issuer, or payment provider may require additional time to post the credit to your account.

23. Replacement Orders

When a replacement is approved, production and shipping requirements may be similar to those of the original order.

Replacement delivery is therefore not always immediate. Once available, tracking information will generally be provided using the contact information associated with your order.

24. Replacement Instead of Refund

Depending on the nature of an approved damage, defect, or fulfillment case, Wall Art Go may determine that replacing the affected product is the most appropriate resolution.

Where applicable consumer law provides another mandatory remedy, those legal rights remain unaffected.

25. Partial Refunds

In certain situations, a partial refund may be offered when a minor issue does not prevent the customer from keeping and using the artwork.

A partial refund will only be considered where appropriate to the circumstances and communicated as part of the case resolution.

26. Duplicate Refunds or Multiple Remedies

A customer may not receive multiple reimbursements for the same loss. For example, if a replacement has already been successfully delivered for a verified claim, an additional full refund for the same original issue would not ordinarily be provided.

Similarly, if reimbursement has already been provided by a carrier, payment provider, insurance program, or another responsible party, this may be considered when resolving the same claim.

27. Chargebacks and Payment Disputes

We encourage customers to contact Wall Art Go before opening a payment dispute or chargeback so our customer service team has an opportunity to review and resolve the issue directly.

If a payment dispute is opened, we may provide the payment provider with relevant transaction records, order confirmations, customer communications, tracking information, delivery evidence, refund records, and other documentation necessary to respond to the dispute.

28. Fraudulent or Abusive Claims

Wall Art Go reserves the right to investigate claims that show indications of fraud, abuse, manipulation, duplicate reimbursement attempts, altered documentation, repeated false non-delivery reports, or other suspicious activity.

We may refuse requests that are unsupported, fraudulent, abusive, or inconsistent with available order and delivery evidence, subject to applicable law.

Repeated misuse of our claims process may result in restrictions on future purchases where legally permitted.

29. How We Review a Customer Case

When you contact us regarding an order problem, our team may review:

Your order confirmation
Payment status
Production and fulfillment records
Carrier tracking
Delivery confirmation
Customer photographs
Packaging photographs
Previous communication regarding the order
Any other information reasonably relevant to the issue

Providing complete information when you first contact us can help us resolve your case more efficiently.

30. Case Resolution Process

Our general case-resolution process is:

Customer contacts Wall Art Go with the order number and details of the issue.
Our team reviews the available order and shipment information.
We may request photographs, clarification, or additional documentation if necessary.
When applicable, we may coordinate with the fulfillment provider or shipping carrier.
The case is evaluated based on the available evidence and applicable policy.
We communicate the approved resolution or next steps to the customer.

31. Please Do Not Discard Damaged Products Too Early

If your artwork arrives damaged or defective, please do not dispose of the artwork, packaging, shipping carton, or label until Wall Art Go confirms that they are no longer required for the case.

Disposing of evidence before a carrier or fulfillment claim can be reviewed may make certain claims more difficult to verify.

32. Orders Purchased as Gifts

If you received a Wall Art Go order as a gift and need assistance, please provide as much order information as possible.

For privacy and payment-security reasons, refunds may need to be returned to the original payment method used by the purchaser.

33. United States Orders Only

Wall Art Go currently ships exclusively within the United States. International shipping is not available at this time.

This Policy is therefore designed primarily for orders delivered within the United States.

34. New York Fulfillment Location

Wall Art Go
c/o Hall Street 3PL
12 Hall Street
Brooklyn, NY 11205
United States

Please do not send returns to this location unless Wall Art Go specifically authorizes the return and confirms this address as the appropriate destination.

A warehouse or fulfillment location displayed on our website does not automatically function as an open customer-return facility.

35. Changes to This Policy

Wall Art Go may update this Returns, Damage & Case Resolution Policy periodically to reflect changes in our products, fulfillment operations, shipping procedures, customer service processes, or applicable legal requirements.

Updates will be posted on wallartgo.com with a revised "Last Updated" date.

36. Contact Wall Art Go

For return requests, damaged artwork, missing packages, incorrect orders, replacement requests, refund questions, or other order-related concerns, contact:

Wall Art Go
Website: wallartgo.com
Customer Service: wallartgo.help@gmail.com

When contacting us, please include your order number, a clear explanation of the issue, and any relevant photographs or supporting information.

Our goal is to review legitimate concerns professionally and provide the most appropriate resolution available for your order.