SHIPPING + RETURNS POLICY

ORDER PROCESSING

Most orders are packaged and shipped within 2-5 business days. Because apparel must be printed by a partner print lab upon ordering, this process can take around 5-16 days for processing and shipping/delivery depending on your location — and potentially longer in December. In general, orders are not filled on weekends or holidays and while I do my best to get all orders shipped in a timely fashion, please keep in mind that I am a one-person business and it sometimes takes a few days to work on an order if I already have other orders to fill. If your order is time sensitive, I ask that you please contact me in advance — there are some times where I can rush an order and other times where it is not possible. Apparel printing/production cannot be expedited and I have no control over how quickly your shirts or hoodies are printed, though shipping can be expedited for an extra fee, so please plan accordingly.

Please double check your shipping address when you order — I am not liable for mistakes in your submitted shipping address. In some circumstances (such as when an order has already been processed), it may be too late to change the shipping address should you realize it has been entered incorrectly, so please be careful to check all of your information. I cannot replace orders that are lost or misdelivered due to errors in the address provided. If I have any questions about your order, I will contact you using the email address you have provided. If I cannot reach you, I will either make the best decision I can on your behalf or I will cancel your order if I cannot make a reasonable decision on your behalf.

SHIPPING FEES FOR ONLINE SHOP

  • USPS Shipping to all U.S. States: $4.27 per order [prices will raise in 2025]

  • USPS Shipping to U.S. Territories: $6.50 per order [prices will raise in 2025]

  • Digital pet portraits “ship” for free. A shipping fee will only be applied to orders that contain physical items as well.

  • Clothing orders generally ship via UPS to USPS. This means they ship from the print lab via UPS and will be handed off to your local USPS mail carrier, who will then deliver the apparel order with your regular mail. Tracking numbers will be via UPS even though USPS will deliver the package. Apparel may be delivered via other services (UPS, FedEx) at my discretion or upon request, though other services may require an additional fee.

  • International Shipping: Please contact me via email for a quote. Customers who order internationally are responsible for any customs fees they may incur.

SHIPPING CONFIRMATION + TRACKING

When you place an order online, you will receive an order confirmation email. If there are any issues during order fulfillment or if any substitutions need to be made (particularly for t-shirts), I will reach out to you via the email you listed in your order. When your order has been filled and is ready to be shipped, you will receive an email notification with a tracking number listed. Please allow 24 hours for this tracking number to become active. If you have ordered t-shirts along with other items, you may receive a second email with a separate tracking number for the shirts. T-shirts are sent from a separate print lab while all other items are sent directly from my studio. If your order was split into two packages, these packages may arrive at different times.

LOCAL PICK UP

Depending on your order, local pick up may be an option in the Fort Collins/Loveland region. If you would like to arrange for local pick up, please contact me by email.

Please understand that as soon as packages leave my hands, I have no control over how quickly they arrive to their destination. If your package does not arrive for some reason, please first check with your neighbors and contact USPS with your tracking number — almost all misplaced packages can be found through these methods!

COMMISSIONED ARTWORK SHIPPING

  • Commissioned oil paintings usually ship within the US for $20-30 via USPS Priority Mail. This includes insurance and complimentary signature confirmation.

  • Commissioned or original pastel drawings (detailed - not pastel sketches) are shipped via USPS Priority Mail and prices vary depending on the destination and size. Due to the delicate nature of these pieces and the time required to complete them, they are shipped in a large art shipping box with extra reinforcement. Pastel drawings are fully insured and include complimentary signature confirmation. Please contact me for a shipping quote.

RETURNS

I do not accept returns or cancellations. I understand that ordering clothing online can be difficult, so please check the sizing charts I provide in each t-shirt listing before you purchase anything. Because apparel items are made to order, it is not possible for me to accommodate returns under most circumstances, but if you have any problems with your order, please email me at kit@kitgrayillustration.com. If you have received items that appear to be defective (including printing errors or receiving the incorrect garment/design, as these items ship directly from the print lab), please email me within 7 days of the order being delivered so we can get a replacement going. In order to get a replacement going, I will require photos of the full item on a flat surface in natural lighting, photos of the tag on the garment that lists the order number, as well as photos that show the problem itself. Please send these with your initial email if possible! Apparel items are printed as they are ordered and while I have done many orders myself to check for quality, human error can occasionally happen during either the printing process or the packing/shipping process and I do not have a way to check orders myself prior to their arrival at your home. Please be patient and know that I will work with you and the print lab to get any issues resolved!