Shipping & Return Policy

1. Where do you ship?
2. What are your shipping prices?
3. Why are your shipping prices so high?
4. Oversize Shipments
5. When will my order ship?
6. How can I check on my order?
7. What if my order is damaged during shipping?
8. RETURN/EXCHANGE POLICY

Where do you ship?

We ship to the United States and Canada from the Midwest using FedEx Ground.

We encourage international customers to email us with the details of their potential order (quantity by exact size), including the delivery Postal Code, and we will respond with a shipping quote.

What are your shipping prices?

FedEx Ground – United States
Continental US shipments: $34 flat + $2 each panel. Hawaii and Alaska shipments are higher and calculated at Checkout.

FedEx Ground – Canada
Canadian shipments: $34 flat + $3 each panel. Depending on the Province, additional charges of $60 to $80 are added for Custom’s brokerage fees, and $5 to $9 per panel for HST/PST/GST and other fees. Provinces NL, NT, NU, YT require a Northern Canada Surcharge. Specific charges are calculated on the Checkout page.

FedEx 2Day or Overnight
Since all products are printed to order, production time required is a minimum of 4-8 business days from the order date. Once the panels ship, it’s typically 1-3 business days for delivery. Western US locations 4 business days. Contact us prior to placing your order, if you have a very tight deadline.

DHL – International – Prices vary, based on location. Email us for a quote.

Why are your shipping prices so high?

Since early 2018, FedEx and UPS have more than doubled our shipping costs with additional cost increases twice per year. Currently, our costs average $42+ per shipment just for one panel.

Our light diffuser panels are fragile and in order to protect them from damage, they must be packaged highly protected, as if they were glass. They can’t be rolled into a box, so most of our standard packaging is costly at 52″ long by 27″ wide (either 1″ or 3″ deep depending on the number of panels). These sizes are charged premium oversize rates by FedEx and UPS.

Oversize Shipments

Larger panels (50″+ in length or 26″+ in width) require custom packaging or a fully built box. FedEx also charges premium oversize rates depending on the size. Due to the added shipping costs for these shipments, there is an added $1 shipping cost to the order. For very large panels that exceed the FedEx girth restrictions, there may be added shipping charges of $130 to $150. These prices are calculated at Checkout.

When will my order ship?

All products are manufactured to order and ship from the Midwest. We target Size A and Size B panels with an order to ship date at 3 to 5 business days. Custom size orders are at 5 to 6 business days. Email us for the lead time on orders of 30 or more panels.

How can I check on my order?

When your order ships, you will automatically receive an email notification along with the FedEx tracking number. If you have not been notified within 7 business days of your order date (spam folder?), feel free to email us for status.

What if my order is damaged during shipping?

If your order is received damaged, simply send us an email describing the damage, which of the contents you need replaced, and a photo of the panel(s) and box. There is no need to contact FedEx. Please keep the damaged panels along with the original box/packaging until the replacement shipment arrives. Your replacement(s) will ship as soon as possible.

It’s very important to open the box and check the contents within 7 business days of receipt. Any FedEx damage claim over 2 weeks following delivery may not be honored.

RETURN/EXCHANGE POLICY

The inherent challenge of delivering panels printed to order in a multitude of designs in many different sizes precludes us from restocking/reselling our products. For this reason, we have a limited return policy. The images are very well represented on our website in terms of color accuracy. In almost all cases, the difference between these images and the actual product is quite minimal. If your application is very color-specific, we recommend ordering a sample of the design(s) prior to placing the actual order. Samples are available to purchase on most individual product pages.

Defective panels
In the extremely rare event that you receive a less than a perfectly manufactured product, we will replace it at no charge upon receipt of a photo that clearly shows the defect. Defects must be reported to us within 7 days following delivery.

Panels damaged by FedEx while in transit
Panels will be replaced at no charge. See Shipping & Returns FAQ #7. Damaged panels are not eligible for refunds.

Size B panels – for product that is not damaged

• 3 panels of the same size/design may be returned for refund within 15 days following delivery.
• We must be contacted for return authorization and instructions. No refund will be processed for items returned without prior written authorization.
• Exchanges – Up to 4 panels are eligible for a 1-time exchange per original order.
• There is a charge of 25% of the retail .060 thick panel price to process an exchange, plus our standard shipping costs.
• For original panels upgraded to .080” or .125” Lumieo acrylic by customer preference, there is a charge of 60% calculated on the acrylic only upgrade price. This charge applies to both returns and exchanges.

Size A and Custom Size panels – for product that is not damaged

• Size A and custom size panels are not returnable for refund. It’s very important to double-check measurements by following our How to Measure instructions.
• Panels are eligible for a 1-time exchange per original order of up to 4 panels of a single design.
• There is a charge of 40% of the retail .060″ thick panel price to process the exchange, plus our standard shipping costs.
• For original panels upgraded to .080” or .125” Lumieo acrylic by customer preference, there is a charge of 60% calculated on the acrylic only upgrade price. This charge applies to both returns and exchanges.

Order Cancellations – custom size panels and sky ceiling murals: If we complete any work on the order (i.e., graphics, cuts, prints) prior to cancellation, there may be a charge to cover our actual costs.

Panels ordered in the wrong size may only be exchanged, per the criteria above. Shipping costs are not refundable.

We very much want our customers to be able to try our designs without risk, but we are not able to accept large quantity returns or exchanges.