Shipping Policy

Shipping & Fulfillment Policy

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At Once Upon a Wall, every portrait is hand-touched by a real artist before it ships. This means our timing is a little different from instant-AI sites — but it's also why our portraits actually look like the people in them.

Digital Portrait Downloads

  • Delivery Method: Email delivery to the address provided at checkout
  • Delivery Timeframe: 2 to 3 business days after purchase
  • File Format: High-resolution digital file suitable for personal printing
  • Important: Because every portrait is reviewed and refined by a real artist before delivery, digital portraits are not delivered instantly. Please check your spam, junk, and promotions folders if you don't see your order within 3 business days. If you still haven't received it, contact us at hello@onceuponawall.co.

Canvas Portraits (Delivered to Your Door)

Each canvas is custom-made just for you. Here's the timeline you can expect:

Processing time: 3 to 5 business days

This includes our artist refinement process and printing. We don't rush this step — getting the details right is what makes our portraits worth hanging on a wall for years.

Shipping time:

  • United States: 3 to 7 business days after shipment
  • Canada: 3 to 7 business days after shipment
  • United Kingdom & Europe: 5 to 10 business days after shipment
  • Australia & New Zealand: 7 to 14 business days after shipment
  • Rest of World: 7 to 14 business days after shipment

Total time from order to delivery: Most orders arrive within 7 to 12 business days for domestic customers and 10 to 18 business days for international customers.

Tracking: You'll receive a tracking number by email within 3 to 5 business days of placing your order.

Carriers: USPS, UPS, FedEx, DHL, Canada Post, or local equivalent depending on your location.

Storybook Edition Orders

Storybook Edition orders include a custom story booklet, gift box, and certificate alongside your canvas. Because of the extra production steps, please allow an additional 2 to 3 business days of processing time.

Rush Orders & Holiday Timing

We don't currently offer rush shipping, but we do our best to accommodate special timing requests. If you need your portrait by a specific date (birthday, holiday, gift-giving occasion), email us at hello@onceuponawall.co before placing your order and we'll let you know what's realistic.

Holiday cutoffs: During Q4 (October–December), please order at least 2 weeks before your needed date to ensure delivery. We'll post specific cutoff dates on our website each year.

Customer Responsibility

By placing an order, you confirm that:

  1. The email address provided is accurate and actively monitored
  2. The shipping address provided is complete and correct
  3. You understand that canvas prints are custom-produced upon order and cannot be cancelled after our 6-hour modification window
  4. You will contact our support team at hello@onceuponawall.co for any delivery concerns before initiating a payment dispute

A note on shipping addresses: We ship to the exact address you provide at checkout. We're unable to change shipping addresses once an order has been processed. Please double-check your address before completing your purchase, especially apartment numbers and postal codes.

International Shipping

For international orders:

  • Customs fees, import duties, and taxes are the responsibility of the customer
  • These charges are determined by your country's customs office and are not included in your order total
  • We are not responsible for delays caused by customs processing
  • If a package is refused or returned due to unpaid customs fees, we cannot offer a refund for the original shipping cost

Delivery Issues

If you haven't received your order:

  • Digital orders: Check your spam, junk, and promotions folders. Most missing emails are found there. If you still can't find it after 3 business days, contact us for redelivery.
  • Canvas orders: Track your package using the link in your shipping confirmation email. If your tracking shows no movement for 7+ business days or the delivery is late by more than 5 business days, contact us at hello@onceuponawall.co.

We respond to all inquiries within 24 to 48 hours.

Damaged in transit: If your canvas arrives damaged, take photos of the packaging and the damage immediately and email us at hello@onceuponawall.co within 14 days. We'll send a replacement at no cost — no need to ship the damaged one back.

Lost packages: If a tracked package is confirmed lost by the carrier, we'll send a replacement or issue a full refund — your choice.

Marked delivered but not received: If your tracking shows the package as delivered but you haven't received it:

  1. Check with neighbors and household members
  2. Look around your property (porches, side doors, mailroom)
  3. Wait 24-48 hours, as carriers occasionally mark packages delivered before they actually arrive
  4. Contact your local carrier to file a missing package claim
  5. Contact us at hello@onceuponawall.co with your case number and we'll help you from there

Dispute Policy

We're a small team and we genuinely want to help if anything goes wrong. Please contact us directly at hello@onceuponawall.co before filing a payment dispute or chargeback with your bank. We respond within 24 to 48 hours and almost every issue can be resolved quickly.

Chargebacks filed without prior communication may be contested with full delivery evidence, including timestamps, tracking data, and email delivery confirmations.

Questions?

For any questions about shipping, delivery, or your order status, contact us at hello@onceuponawall.co with your order number. We'll get back to you within 24 to 48 hours.