VERTICAL HORIZON

At Crib of Art, we truly value every customer and always strive to provide high-quality artwork along with the best possible customer experience.

We understand that concerns or unexpected situations may sometimes happen, and please know that our team is always here to help. Our customer support team works hard to review every case carefully and fairly, and we always do our best to provide a reasonable solution whenever possible.

We offer 24/7 customer support assistance, and we are committed to responding as quickly as we can to help resolve any issue regarding your order.

By purchasing from our store, you agree to the terms outlined below.

Damaged, Defective, Incorrect, or Quality Issue Claims

If your order arrives damaged, defective, incorrect, or with a significant quality issue, you must contact us within 14 days from the delivery date.

Claims submitted beyond the 14-day reporting period may no longer qualify for a free replacement, full refund, or store credit.

P lease contact us immediately at: info@cribofart.com

To Submit a Claim, We Require:

Your order number

A detailed description of the issue

Clear photos/videos showing:

The product

The issue or defect

The packaging/box

The shipping label

Failure to provide sufficient evidence may result in the claim being denied. However , all claims are reviewed on a case-by-case basis.

Examples of Eligible Damage, Defect, or Quality Issues

Eligible claims may include:

Broken or cracked frames

Torn canvas or damaged materials

Printing defects

Manufacturing defects

Major discoloration caused by production

Incorrect item or design received

Significant quality issues affecting product appearance or functionality

Severe shipping damage

Important Notes

Minor imperfections that do not affect the product’s overall appearance or functionality may not qualify for a full refund. In these situations, we may offer:

Replacement

A partial refund

Store credit

However, all claims are reviewed on a case-by-case basis.

Non-Eligible Claims

We do not offer refunds, free replacements, or returns for:

Slight measurement differences

Customer preference or dissatisfaction

Incorrect size selected by the customer

Improper installation or handling

Accidental damage after delivery

Water damage, scratches, dents, or misuse

Normal wear and tear

Delayed installation or inspection beyond the claim period

Please note: Colors and appearances may vary slightly depending on room lighting, material texture, and print production differences. Sizes may vary depending on the product and the country where the item is produced or shipped from.

30-Day Change-of-Mind Return Policy

We offer a 30-day return request window for eligible change-of-mind purchases.

Examples of Change-of-Mind Returns

“The design does not match my room”

“I changed my mind after receiving the order”

“The size is too large or too small for my space”

“I prefer a different style or color”

“The item no longer fits my interior”

“I ordered the wrong size by mistake”

“I no longer need the item”

Conditions for Change-of-Mind Returns

To qualify:

The return request must be submitted within 30 days of delivery

The item must be unused and in resellable condition

The item must be returned in the original packaging

The customer is responsible for all return shipping fees

Original shipping costs are non-refundable

Refund approval is subject to inspection once the item is returned

We reserve the right to deny returns that do not meet these conditions. However, all claims are reviewed on a case-by-case basis.

Store Credit

In certain situations, we may offer store credit as a resolution instead of a refund or replacement. The following conditions apply:

•Store credit can be used toward any purchase in our store.

•Store credit cannot be converted into a cash refund and cannot be transferred to another person.

•If you paid for an order using store credit plus another payment method and the order qualifies for a refund, the amount paid by card or PayPal is refunded to that payment method, and the store credit you used is returned to your store credit balance.

•If an order purchased with store credit arrives damaged or has a product issue, we'll issue replacement store credit or provide another appropriate resolution.

5-Year Color Guarantee & Free Order Protection

Color Guarantee: If the colors of your art print or canvas print fade within 5 years of purchase, we will replace the print free of charge. The guarantee covers the printed artwork itself; frames are not included. Claims require clear photos of the artwork.

To make a claim under the 5-Year Color Guarantee, please provide: your order number, and clear photos of the artwork taken in natural daylight — one showing the full piece, one close-up of the affected area. We assess fading by comparing your photos against the original artwork files from your order. We may request additional photos if needed.

Order Protection (included free with every order): covers orders lost in transit and damage in transit, reported within 14 days of delivery per our claims process above. If a replacement design is sold out, you may choose another artwork of equal value.Not covered: accidental damage after delivery, misuse or improper handling, water or moisture damage, improper installation, scratches, dents or impact damage, damage during moving, and normal wear other than color fading.

Lost, Missing, or Undelivered Orders

Customers are responsible for providing accurate and complete shipping information, including a valid delivery address, email address, and phone number at the time of purchase.

If the customer has provided correct and functional contact information, but the package could not be delivered for reasons beyond the customer’s control, Crib of Art may arrange a resend of the order at no additional product cost.

However, free reshipping may not apply in the following situations:

The courier attempted delivery multiple times but could not reach the customer

The customer failed to respond to courier communication attempts

The package was held at a courier facility for several days without customer action

The order was returned due to an incomplete or incorrect address provided by the customer

The customer failed to monitor tracking updates or coordinate delivery with the courier

In these situations, the customer may be responsible for:

Second shipping/reshipping fees

Return shipping charges

Customs duties, taxes, or additional carrier fees

Any extra delivery-related costs

If a returned order becomes damaged during the return transit process, Crib of Art may arrange a reprint or replacement at no additional product cost, subject to review and approval.

Customers are responsible for:

Monitoring their tracking information

Responding promptly to courier notifications

Coordinating delivery or pickup when required

Providing accurate contact and shipping information

Crib of Art is not responsible for delays, failed deliveries, or returned shipments caused by:

Incorrect shipping details

Customer unavailability

Failure to respond to the courier

Refused deliveries

Unclaimed packages

Products Marked as Delivered but Missing

If the tracking information and proof of delivery indicate that the order was successfully delivered, but the customer claims non-receipt of the package, the customer must first contact their local courier facility to obtain detailed delivery information and investigate the shipment status.

Crib of Art will also make reasonable efforts to assist in locating the package and coordinating with the courier. If the package remains untraceable after investigation, the customer may be required to submit a carrier report, or additional supporting documentation depending on the circumstances and courier requirements.

Once the investigation is completed and the claim is approved, Crib of Art may offer one of the following resolutions:

Replacement order

Reshipment

Store credit

Full refund

Important Conditions

Customers must contact Crib of Art regarding missing delivered packages within 14 days of the marked delivery date.

Resolution eligibility depends on courier investigation results, tracking information, delivery confirmation, and claim verification.

Crib of Art reserves the right to deny claims if:

Delivery confirmation is verified by the courier

Incorrect shipping information was provided by the customer

The package was delivered to the correct address listed on the order

The customer failed to cooperate during the investigation process

Fraudulent or excessive claims are suspected

Refused Deliveries & Unpaid Customs Duties

Customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or additional government charges required by their country’s customs authority.

These charges are not included in the product or shipping price unless otherwise stated during checkout.

If a package is refused, abandoned, or returned to Crib of Art because:

Customs duties or import taxes were not paid

The customer refused delivery

The customer failed to cooperate with customs clearance

The package was left unclaimed

The customer failed to respond to the courier or customs office

In these situations, you may choose either of the following:

Reshipment: we'll resend your order once new shipping fees are paid. No restocking fee applies.

Refund: the refund will be reduced by a 25% restocking fee plus the shipping and return costs incurred.

Customs duties and import taxes are the responsibility of the buyer. A refused delivery is treated as a customer-initiated return.

Crib of Art is not responsible for delays, confiscation, customs holds, or failed deliveries caused by unpaid customs duties or import restrictions in the destination country.

Order Cancellation Policy

At Crib of Art, all products are made-to-order and production begins quickly after an order is placed. Because of this, cancellation requests are time-sensitive and cannot always be guaranteed.

If you need to:

Cancel your order

Update your shipping address

Change your artwork, size, or frame selection

Correct customer information

Please contact us immediately at: info@cribofart.com

We strongly recommend submitting any changes within 1 hour of placing your order.

Orders Already in Production

Many orders enter printing, framing, or production within hours of being placed.

If your order has already entered production, cancellation may still be possible; however:

A fixed production fee of 15% of the order value will apply

This fee covers labor, materials, production preparation, and operational costs already incurred

Please note: we cannot always guarantee cancellation, but we will do our best.

Once production has significantly progressed, cancellations may no longer be approved.

Orders Already Shipped

Once an order has been shipped:

The order can no longer be cancelled

The order will instead fall under our Return & Refund Policy

Shipping fees are non-refundable

Customers may still request a return under eligible conditions outlined in our Return Policy.

Chargebacks & Payment Disputes

Customers are encouraged to contact Crib of Art directly before opening a chargeback or payment dispute.

Opening a chargeback for an order already in production, shipped, delivered, or actively being resolved through customer support may delay resolution and affect eligibility for refunds, replacements, or store credit.

Crib of Art reserves the right to provide shipment tracking, customer communication history, and policy acceptance records during dispute investigations.

Important Reminder

By placing an order with Crib of Art, the customer acknowledges and agrees that:

Production may begin shortly after purchase

Cancellation requests are not guaranteed

A 15% cancellation fee applies once production has started

Returning an item without informing us and waiting for instructions may result in rejection. No refund, replacement, or store credit.

Right to Refuse Claims

We reserve the right to deny any refund, replacement, return, warranty, or store credit request if:

The claim falls outside the required reporting timeframe

Insufficient evidence is provided

The issue is determined to be caused by misuse, customer handling, or external damage

The policy terms are not met

Fraudulent, abusive, or excessive claims are suspected

Contact Information

For all refund, return, replacement, warranty, or store credit inquiries, please contact our support team at:

info@cribofart.com

Please include:

To Submit a Claim, We Require:

Your order number

A detailed description of the issue

Clear photos/videos showing:

The product

The issue or defect

The packaging/box

The shipping label

Contact - Crib of Art - Checkout