Shipping and Return Policy
We are not responsible for any delays caused by mailing services.
Please choose your artwork carefully as we do not accept returns. All items are final sale. We offer a resale/exchange service when purchased from Samantha Carell, samanthacarell.com, or Carell Enterprises LLC. Read complete Refund Policy for further details.
Once the payment is made to help produce the items no refunds will be given.
If however the made to order item is damaged, or lost, or the wrong item a new one will be sent out to you upon request and return of sent item. Please send pictures of damaged items.
If you notice any serious damage to the outside of the package please do not sign for the delivery and contact us immediately. To avoid accidentally damaging your artwork, for example if a work is unframed, leave all unpacking and handling of the artwork to a trusted professional framer or art handler. Contact Us local recommendations.
If you notice damage upon unpacking your artwork, Contact Us within 48 hours of receiving the artwork with digital images of the damage. If we find that the edition was damaged in transit we will endeavor to replace the edition. In the event that we are unable to replace the edition we will arrange a refund upon receiving the returned damaged artwork and corresponding Certificate of Authenticity (when applicable).
If you want to exchange your purchase, please know that the time period begins the day you receive your product and applies all products including but not limited to online/private/commission sales of original paintings, limited edition prints, and designer coasters. This policy applies to purchases from Carell Enterprises LLC, to Samantha Carell either direct and/or online. Upon receiving said artwork, the client will receive a credit statement for a future purchase.
You are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. If you receive a credit, the cost of any return shipping will be for price of purchase before shipping costs.
Terms of exchange are will not be honored if artwork is not received. You should consider using a trackable shipping service or purchasing shipping insurance for items of value.
Final sale and nonreturnable items
All Final Sale artwork cannot be returned. Other nonreturnable purchases include custom artwork, personalized artwork, artwork that required installation, commissioned, special order, private sales and/or gift cards.
In the case where your art piece is lost through the mail a full refund will be given.
Items need to be exchanged must be in a like-new condition. Items that are damaged, unsanitary, dented, scratched or missing major contents may be denied a return. Artwork must not be worn or laundered, must be to quality standards for us to accept the exchange.
How to return an item
Gather the artwork you want to return, along with the original contents and packaging. After We have received your valid return, We will send you an email to notify you that we have received your item and notify you of the acceptance or rejection of the artwork.
All exchanges should be sent to 1001 White Horse Pike, Studio 6, Haddon Township, NJ, 08107.
For items that are manufactured by another party, please do not send such item back to the manufacturer.
Return to studio or mail
Please contact us to exchange any item. For faster return processing, please email photos of the front and back of the work, receipt of payment and the credit card or bank account used to make your purchase.
We want you to be satisfied with your purchase from us. Before you purchase and accept your new artwork, please inspect it. Once you have accepted delivery/installation (or if you brought artwork home yourself), you have 15 days to contact us regarding defects, damage or other issues. If you are not satisfied with your work you are able to exchange or receive store credit towards future purchase.
We will provide you store credit for the purchase price of the artwork. For artwork exchanged via mail, we will credit for future purchase and notify them via email. There is no expiration for received credit.
Returns lacking proof of purchase
Exchanges on returns lacking proof of purchase may require an email address, may be denied or limited, and state sales taxes and fees will not be reimbursed.
Damaged, defective or incorrect items
If you receive artwork that is damaged in shipping, defective, or that is not the artwork you ordered, please contact us immediately to return or exchange within one week of purchase and we'll arrange for a replacement. If you cannot return work to studio and would rather return the artwork by mail, please contact us for more instruction.
Credit/exchange method and timing
With a few exceptions, we will send a statement credit or mail preferred artwork for the exchanges artwork originally purchased. If your purchase is damaged, you can make an exchange for the same item. Please allow up to 14 business days for production.
For exchanges by mail, once we receive your return, we will process it within 7–14 business days. Depending on your requested exchange, it may take up to 1-2 months after we process the exchange to create the new artwork. Archival prints and coaster will have quicker turnover.
If you do not comply with any of the above conditions, We reserve the right to refuse the return or exchange, or to impose different or additional conditions.