FAQs
Frequently Asked Questions
Artwork
1. Are your paintings original hand-painted works?
Yes, all paintings are original works hand-painted by our artists. Each piece is one of a kind.
2. How long does it take to ship?
All paintings are shipped after the painting, framing, and quality inspection are completed. This process may take up to 15 business days.
3. What shipping methods do you use?
Framed paintings are shipped via DHL Express; rolled canvas paintings are shipped via FedEx and UPS. Free shipping is provided on all artworks.
4. What is the estimated delivery time?
Estimated delivery within 15 days of placing your order (including production time).
5. What if I am not satisfied with the artwork?
We offer a 90-day return guarantee. If you find the artwork does not meet your expectations, you may choose a full refund or have it repainted. Simply notify us within 90 days of receiving the artwork. All returns are free of charge.
6. Is the painting insured?
Yes, every original painting is protected with reinforced moisture-proof packaging and is fully insured during transit.
7. Do you accept custom artwork orders?
Please contact us for details on our custom painting services.
8. Are the paintings signed by the artist?
Yes. All of our paintings are signed by the creator.
9. Can you send me real-time photos of my order?
If you have placed an order with us, we are able to provide real-time photos of your order. This is even part of our order process. We will send you a sample of the completed painting and only proceed to the next stage with your approval.
10. Will a certificate of authenticity be provided?
All artworks sold in collaboration with JAYORART come with a certificate of authenticity signed by the artist.
11. Do I need to frame a rolled canvas?
To display a rolled canvas painting, framing is required. Our team includes professionals who provide the highest quality framing service, ensuring your artwork is ready to hang upon delivery.
If you choose not to use this service, we recommend taking the rolled canvas to a trusted local frame shop to have it prepared for hanging.
12. Do you stock paintings?
We do not stock ready-made paintings. All artworks are made to order, ensuring we only deliver original pieces.
We can also make adjustments based on anyone's wishes. For any requests, please email us at jayorart@163.com.
13. Can I request a custom size for a painting?
Yes, this is possible. Since we paint each artwork to order, we can work with the artist to adjust the size to your needs. All we need is the right guidance and details.
You can send the details to jayorart@163.com and we will discuss with the artist to get you the best possible price.
14. Can I request modifications to a painting?
Yes, this is possible. Since we paint each artwork to order, we can work with the artist to adjust colors according to your needs. All we need is the right instructions and details (such as where to modify the painting).
You can send the details to jayorart@163.com so we can discuss with the artist and make it happen for you.
15. Can the canvas be hung the other way (landscape)?
The hanging system is installed on the artwork so that it hangs as shown.
However, you can modify the hanging system according to your preference.
Art is relative and everyone has a different perspective. If it fulfills your vision, you just need to make it happen.
Please let us know before placing your order to ensure the hanging system meets your needs.
16. I ordered a rolled canvas but decided I want a framed version instead — is that possible?
Yes, this is possible. We offer the following options:
- Gallery wrap
- White / Black frame
- Other styles (custom)
If you would like to switch to a framed option, please email us at jayorart@163.com.
Frames & Framing Process
1. Does the painting come with a frame?
If you selected any option other than "Rolled Canvas", the painting will arrive framed and ready to hang.
If you selected the "Rolled Canvas" option, the painting will not come with a frame and will not be ready to hang.
2. What kind of frame is used?
We use floating frames for our paintings, as we believe floating frames are aesthetically the best fit for our designs.
The frames are made from Czech pine wood. We offer 3 framing options. You can choose the one that best suits your painting.
If you need any advice, please email jayorart@163.com and we will do our best to help you.
3. How thick is the frame?
All frames are 1.2 inches or 3 cm thick.
4. Does the price include a frame?
The price includes a frame only when a non-"Rolled Canvas" option is selected at the time of ordering.
If you selected the "Rolled Canvas" option and wish to switch to a framed option, please email jayorart@163.com and we will arrange it for you.
5. Why is the rolled canvas painting we received larger than shown on the website?
This is because we leave extra margins on all sides for composition purposes. This ensures the rolled canvas can be properly framed without damaging the canvas or compromising quality.
Shipping & Delivery
1. How much does shipping cost?
We ship all orders worldwide for free. We are able to offer this because we partner with the largest postal services (DHL, UPS, FedEx). All orders are shipped via express courier and are insured.
2. What are the shipping times?
All paintings are custom-made. This means our average processing time is between 20 and 30 business days, depending on the complexity of the painting. This time represents the painting and drying process.
Framed paintings are shipped via DHL Express; rolled canvas paintings are shipped via FedEx and UPS.
USA, California: 4–5 business days
Australia, New Zealand: 5–6 business days
European Union: 3–5 business days
Rest of the world: 5–6 business days
All paintings are shipped after the painting, framing, and quality inspection are completed. These processes may take up to 30 business days. All artworks are covered by 100% free insurance.
3. Which countries do you ship to?
We deliver everywhere our shipping partners operate — even to remote locations! If you have any concerns, feel free to contact us. Even if you live on a deserted island, we'll find a way to deliver!
4. How is the artwork packaged for shipping?
For framed orders: We carefully package the framed painting and ship it in a sturdy box.
For rolled canvas orders: We carefully roll the cotton canvas and place it in a protective tube before shipping.
5. Is the delivery of the artwork insured?
Absolutely! JAYOR ART organizes and insures the shipment of all artworks. There is nothing to worry about and no hidden fees.
6. What is my tracking number?
Once the painting is completed, your tracking number will be sent to you and you will be able to see updated tracking reports in the system. If you ordered a framed painting, DHL will contact your registered email or phone number with the estimated arrival time.
If you have not yet received your shipping tracking information, please email jayorart@163.com and we will share the logistics information with you as soon as possible.
7. My order was shipped last month but I still haven't received it?
If you suspect your order is taking longer than expected, please email us at jayorart@163.com and we will update you on your order status.
I cannot track my shipment with the tracking number — what should I do?
Please email jayorart@163.com and we will forward your inquiry to the relevant department to confirm the exact status of your order.
8. Who pays customs duties and taxes?
According to our store policy, buyers are responsible for any applicable customs duties and import taxes. If you have any questions, please contact jayorart@163.com.
Returns
1. Who pays for return shipping?
JAYOR ART covers the return shipping costs!
2. How does the refund process work?
Once the artwork is returned to our office, you will receive your refund.
3. The artwork arrived damaged. What should I do?
Please contact us as soon as you notice the damage. Take some photos showing the condition of the artwork and we will decide together on the next steps.
Depending on the extent of the damage, we can repair it, or you may return it for a full refund. JAYOR ART covers all repair and shipping costs in the event of damage during transit.