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FAQs

Where are you located?


I am located in Toronto, Canada. ALL PRICES ARE IN CANADIAN DOLLARS.
Mailing address is 90 Jameson Avenue. Toronto, Ontario M6K 2X6. Canada



What are the shipping costs?


I am happy to offer FREE Shipping in Canada and Continental U.S in all my original artworks and limited edition prints. Merchandise is shipped directly from the supplier to save some time and be more eco-conscious so they charge each customer a basic fare accordingly to their location. 

Most of my original pieces ship from Toronto and others from New Jersey, USA.

Canada Shipping: Canada Post or FEDEX for Prints, medium and small artworks. 

U.S.A Shipping: USPS or UPS

Rest of the World: Canada Post, FEDEX, UPS

Curbside Pickup available in Toronto at 90 Jameson Avenue. Toronto, Ontario M6K 2X6



How are the products packed?


Small and Medium Size Prints and Illustrations: Thick cardboard envelope or tube.

Large Size Prints and Illustrations: Cardboard tube.

Paintings: Art handler’s cardboard box, Core Plast or Wooden Crate ensuring all safety standards for fine art.

Merchandise: These products are fulfilled by a partner and supplier and they will pack every item in a professional manner to ensure safe arrival.

 

Why are the prints a bit curved?

The prints are printed on a roll so there is a natural curve, but it is harmless.


There are very easy methods that can be used to flatten these prints. This youtube video is very helpful.



When will I receive my order?


Due to COVID-19 most services are taking longer than usual, nonetheless I am working extra hard to send your orders fast and safely.
Orders shipping to Toronto will take 3 days max. If you would like to do curbside pickup we can arrange the moment the order is ready for shipping for the same day or the next.
Prints, Original Illustrations and Framed Artworks: 7 - 10 days in Canada and the U.S
Small & Medium Original Paintings: 7 - 10 days in Canada and the U.S
Large Original Paintings: 7 - 15 days in Canada and the U.S, 12 - 30 days Internationally



What is the return policy?


In the case of Signed prints: If you are not pleased with your order, you can return it hassle-free, get a voucher for the amount spent or get a refund if you please. It is that simple.
All I ask is that you keep the original receipt and issue the return within 30 days of the day of purchase.
In the case of Original Paintings, Illustrations and BFC Merchandise: All sales are final.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards, Original Paintings, Original Illustrations and BFC Merchandise
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jose@josecifuentes.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at jose@josecifuentes.com and send your item to: 806 Lansdowne Avenue, Unit 213. Toronto, Ontario M6H 4K2.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 806 Lansdowne Avenue, Unit 213. Toronto, Ontario M6H 4K2.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.




What are the international taxes, duties, etc. that I have to pay?


Every country has different taxes and duties, to learn what yours are please visit the following link and enter the information provided in the description of the item you wish to purchase.
TAXES & DUTIES CALCULATOR



How do I make changes to an order I’ve already placed?


Please send me an email to jose@josecifuentes.com to make any changes to your order. 



What would I do if I never received my order?


Every shipment will be tracked to avoid issues and be on top of things. If something extraordinary occurs and your order is misplaced or just never arrives for some reason, please send me an email to jose@josecifuentes.com and I will investigate it. All orders will be insured in case this happens so no worries on that end, you will not lose your money.
In the case of Signed Prints, a replacement of your order will be sent or a refund credited to your account. I just want you to be happy.
In the case of Original Paintings and Illustrations, a voucher for the total amount of your order could be sent your way or I can issue a refund credited to your account. Once again, if you're happy I am happy.



What do I do if I receive a defective order?


Quality matters, and your complete satisfaction is my goal. If your order is defective or damaged, please let me know and I will make it better.
In the case of Signed Prints: Please send an email to jose@josecifuentes.com with images that show the defects or damages in a clear way. This allows me to bring this up to my suppliers to make sure it never happens again. Please state in your email if you wish to return the product or get a refund credited to your account. No worries, I will make it right.
In the case of Original Illustrations: Some of these pieces have smudges and things that any Original Illustration would have, it is a moment in time and space recorder on paper. If the damages are made during shipping please shoot me an email with clear images and we sort it out. If the artwork is beyond repair, the insurance on it will cover it and I will issue a voucher for the total amount of your order or simply issue a refund to be credited to your account.
In the case of Original Paintings: Please know that a good amount of my Original Paintings are created on recycled surfaces that I happen to find on the street, some are damaged around the edges or the corners, some are chipped and have weird shapes. This is all part of the creative process and it is intended to give a new life to items that will end up at a landfill. If the damages are made during shipping please shoot me an email with clear images and we sort it out. If the artwork is beyond repair, the insurance on it will cover it and I will issue a voucher for the total amount of your order or simply issue a refund to be credited to your account.