Returns & Shipping Policy

Custom Artwork Agreement

This is your order contract with CHC ART or CHARLES HAROLD COMPANY. It covers every retail order and doubles as our shipping, return, and payment dispute policy. Placing an order, signing an invoice, or paying an invoice means you have read this agreement and agree to it.

1. Your Order and Your Piece

Every piece is printed to order for you. Production begins once your order is confirmed and your payment has been received and cleared. Please check your order details carefully before you approve them. Your approval confirms that the image, size, and finish are what you want.

The dimensions on your order are finished dimensions, and each piece includes a floater frame. Please measure your space before you order. Choosing a size that turns out to be too big or too small for your wall is not a defect.

Each piece comes with a D-ring installed for hanging. Hanging hardware for your wall or surface (nails, hooks, anchors, wire) is not included from the manufacturer. You are responsible for hanging your piece safely and for choosing hardware rated for its weight.

Colors look different from one screen to the next, and different again on printed canvas. We aim for a close match, but we cannot guarantee an exact match to what you see on a screen. Canvas texture, weave, and small tonal shifts are normal for printed canvas and are not defects.

2. Pricing, Sales Tax, and Payment

Payment is due in full when you place your order unless we have agreed to something different in writing.

Sales tax is added to every order that is not accompanied by a valid resale certificate, as the law requires. If you are buying for resale, please send your certificate with your order. Sales tax is calculated based on the delivery address.

If you pay by credit card, a 3% processing fee is added to your invoice. You can avoid it. Zelle [email protected], ACH, bank check, and wire transfer cost us nothing in processing fees, so we pass that savings on to you. Payment instructions are on your invoice, and we are glad to send them on request. Orders paid by check or ACH begin production once the funds have cleared.

3. Shipping and Delivery

We insure every package against damage during freight shipping. To keep that protection working for you, please follow these steps when your order arrives.

  • Inspect every piece and sign for it at delivery. Someone needs to be available to receive it.

  • If the outside of the box is dented, torn, punctured, or crushed, open it and inspect the artwork and frame inside before you sign.

  • Write any damage you see on the delivery receipt before you sign it.

  • Keep all packaging (the box, corners, and inserts) until your claim is settled. The carrier may ask to inspect it.

You are responsible for giving us a complete and correct shipping address and phone number. Charges for redelivery, storage, or re-shipping caused by an incorrect address, a missed delivery, or a refused delivery are yours to cover.

4. Shipping Damage Claims

The carriers require that shipping damage be reported within 7 days of delivery, with photos of all damage, so the insurance claim can move forward. Email your order number and photos to [email protected]. Please include the outside of the box from every side, the damage to the artwork or frame, and a photo of the delivery receipt.

We will work with you to make it right, but we need that proof to do it.

Damage that is not reported within 7 days of delivery is not eligible for a reprint or exchange. Once that window has passed, we consider the damage to have happened after delivery, at your location, which is outside our control.

5. Defects and Exchanges

A defect is a flaw in how we made your piece: a print flaw, or a canvas or frame that was flawed or damaged when it left us. If you believe your piece is defective, email photos to [email protected] within 7 days of delivery, with your order number.

Our customer service team will review your images. If we confirm the defect, we will most likely reprint the piece as an exchange at no cost to you. An exchange is the only remedy we offer for a defect. We do not issue refunds. Please hold on to the piece and its packaging until we tell you how to proceed.

The following are not defects: ordering the wrong size, changing your mind, not liking how the piece looks in your space, colors that differ from what you saw on a screen, and normal canvas texture or weave.

6. No Returns or Cancellations

Because every piece is made to order, we do not accept returns, and all sales are final. That applies when the size, color, or style is not what you pictured.

Once production starts, which is typically right after your payment clears, an order cannot be canceled or changed. If you need a change, contact us right away and we will do what we can while your piece is still in the queue.

7. Chargebacks and Payment Disputes

If something is wrong with your order, please contact us before you contact your bank or card company. We fix real problems, and a direct conversation is faster than a dispute.

By placing your order, you agree to the following:

  • You have read and accepted this agreement, and you have approved your order details, including the size.

  • A chargeback or payment dispute filed because you do not like the piece, ordered the wrong size, changed your mind, or are unhappy with color or appearance goes against the terms you agreed to.

  • The same applies to damage or a defect that you did not report to us within 7 days of delivery, or that you never gave us the chance to review.

  • If a dispute is filed, we will give your card issuer or payment processor this agreement, your approval, proof of delivery, photos, and our correspondence with you.

  • You will reimburse the chargeback fees and reasonable costs we incur to respond to a dispute filed against the terms of this agreement.

8. Artwork Rights, Timing, and General Terms

CHC ART or CHARLES HAROLD COMPANY keeps the copyright in all artwork. Your purchase covers the physical piece for your personal or business display. You may not copy the image or sell reproductions of it. If you supply an image for your order, you confirm that you own it or have permission to use it. We may photograph finished pieces for our portfolio unless you tell us in writing that you would rather we did not.

Production and delivery times are estimates.

Our typical production time for a giclee is 14 business days after payment clears. CHARLES HAROLD ORIGINALS have a custom lead time that will be given to you when ordering as they are hand done by the artist and sometimes have a much longer lead time.

Carrier delays are outside our control and are not grounds for cancellation or a refund.

Our liability for any order is limited to the amount you paid for the affected piece. Nothing in this agreement limits any rights the law gives you. Florida law governs this agreement, and any dispute will be handled in Hillsborough County, Florida. If any part of this agreement is found unenforceable, the rest stays in effect.

This agreement applies to retail orders. Trade and wholesale accounts are handled under separate terms.

9. Acceptance

By placing your order and checking the agreement box at checkout, or paying your invoice, you confirm that you have read this agreement, that you have checked the size and details of your order, and that you authorize us to charge the payment method you selected.