Shipping and Returns
How prints, originals and merchandise ship, and how returns work.
DraftThis wording has not been approved by Keoni yet. Bracketed items are still to be confirmed.
Processing and shipping times
Orders placed before 12:00 pm on a business day (Monday to Friday) ship the same business day. Orders placed after that, on weekends or on federal holidays ship the next business day. You will receive a shipping confirmation email with tracking once the carrier has picked up your order.
[Cut-off time, time zone and handling time to be confirmed by Keoni. Original and made-to-order pieces may need longer.]
Shipping methods
Orders ship by USPS or UPS. Delivery estimates run from the date of shipment, not the date of order, and are not guarantees: carrier delays can happen.
Standard shipping takes 3 to 5 business days. Expedited (2 business days) and overnight options may be offered at checkout. Rates are calculated at checkout from your location and the method you choose.
[Methods and rates to be confirmed by Keoni.]
Where we ship
We ship within the United States only, to all 50 states including Alaska and Hawaii. PO boxes are accepted for standard USPS shipping. For APO/FPO addresses, please contact the studio before ordering. We do not ship internationally.
Order tracking
A tracking number is emailed to you when your order ships. You can follow the package on the carrier’s website.
Incorrect address
Please check your address before you order. If you spot a mistake right after ordering, contact the studio straight away through the contact page and we may be able to fix it before it ships.
Orders returned to us because of an incorrect or undeliverable address are held for 14 days while we confirm a corrected address and arrange reshipment. Reshipment fees may apply.
Lost or undelivered packages
If tracking says delivered but nothing has arrived, check with neighbors and any alternate delivery locations first. If it is still missing, contact the studio within 7 days of the reported delivery date and we will open an investigation.
If a package is lost in transit (no tracking movement for 7 or more business days), contact the studio and we will work with the carrier to find it or arrange a replacement.
Damaged in transit
If your order arrives damaged, take photos of the packaging and the item before opening it further, and contact the studio within 48 hours of delivery. We will arrange a replacement at no extra cost.
Returns
We accept returns of unused items in their original condition and packaging within 30 days of the delivery date. To be eligible, the return must be started within 30 days, and you need proof of purchase (your order number or confirmation email).
Not returnable: items returned more than 30 days after delivery, items that are used or not in their original condition, gift cards and digital purchases. [Terms for original artwork and custom or made-to-order pieces to be confirmed by Keoni.]
How to start a return
Contact the studio through the contact page with your order number and the reason for the return. We will reply with return instructions and an authorization number. Please do not ship a return without one: unauthorized returns may be refused or delayed.
Ship the item back with tracking at your own expense. Return shipping costs are the customer’s responsibility and are not refunded. Once the item is received and inspected, your refund is processed within 3 to 5 business days.
[Return address and process to be confirmed by Keoni.]
Damaged or wrong items
If your order arrives damaged, defective or not what you ordered, contact the studio within 48 hours of delivery with your order number, a short description of the problem and photos. We will send a replacement at no charge or issue a full refund.