Policies and Deliveries

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Delivery Fees

- Local Deliveries (Tampa Metropolitan and Sarasota Metropolitan areas):

Smaller orders have a delivery fee of $148 for the first piece and $35 for each additional piece, not to exceed $298. The delivery fee for larger orders is capped at $298 per delivery, regardless of how many pieces are delivered at a time. This fee includes delivery, predelivery inspection at a receiver,* and hanging. For a piece to be hung, the cost is $50 per piece.

*Small single item packages may or may not be inspected by a receiver at our discretion.

- Nationwide Deliveries (If Available): 

For smaller orders, the delivery fee is $198 for the first piece and $35 for each additional piece, not to exceed $398. The delivery fee for larger orders is capped at $398 per delivery, regardless of how many pieces are delivered at a time.

Delivery Methods

Small items will ship via small parcel UPS or FedEx, and large shipments will ship with the freight carrier of our choosing. We'll send shipment and tracking information as soon as any order ships. 

Large, heavy, and delicate products are typically delivered curbside or to your doorstep. This means that the carriers will not bring the items inside your space, so we recommend having help to assist you. White glove art hanging service is available in most regions for an additional fee, and we highly recommend it if you're purchasing large or heavy products. White Glove upgrades are not refundable.

High value and large deliveries will typically require a signature. Please inspect your deliveries before signing. If there are any issues, then please note it on the receipt, take photos, and file your claim as quickly as possible. Please refer to our damage/defect policy for more information and instructions.

Mastry's Art Shop is not liable or responsible for any theft or loss that occurs after a delivery.

Delivery Times

Orders are often ready for pickup or the scheduling of delivery approximately 30-60 days from order placement. Some custom pieces may take longer, and you will be notified if this is the case and given the opportunity to cancel or proceed. Any outstanding payments are due at the time of scheduling or prior to pick up. If an item is not ready for delivery or pickup after 75 days, a 10% discount on the final payment will be granted. After 90 days, you may cancel the order and receive a full refund unless the delivery time was disclosed prior to the sale or you accept a late arrival notification. For orders with multiple pieces, the order will be delivered via multiple deliveries at no cost to you. 

Return and Exchange Policy

Online orders must be confirmed by our staff prior to processing. You will receive a confirmation email within 48 hours if the order is confirmed. If you do not receive a confirmation email, the order has not been confirmed yet. If an item is not available, you will be issued a full refund.

Shop sales are in stock items that are purchased in-store without delivery services. These items must be returned undamaged, with edge protectors still in place, and in the original packaged condition, within three (3) business days for a full refund or full exchange credit. Refunds will incur a $98 restocking fee.

Any items ordered for local delivery (within the Tampa or Sarasota Metropolitan areas) must be returned with edge protectors still in place and in their original packaged condition within five (5) business days for a store credit. A 25% repackaging and handling fee will be deducted from the credit. 2.4

Any items ordered for delivery outside the Tampa or Sarasota Metropolitan areas must be postmarked for return within five (5) business days of receipt of the item for a store credit. The item must be in its original packaged condition with its edge protectors still in place. A 25% repackaging and handling fee will be deducted from the credit. You are responsible for the shipment arriving back to us in good condition, Accordingly, we recommend insuring the shipment with Assure Shipping Protection. 

Any items that were purchased on sale or at a discount are not eligible for return or exchange. 

Refunds will be processed within 10-15 business days of our receipt of the item. 

Store credit is good for 30 days from receipt and can be used in-store or online. 

If the returned item does not pass inspection due to damages, modifications, edge protector removal, or other issues, then you will be notified that the refund has been denied and given an address where you can retrieve the item during business hours. If the item is not retrieved within 15 days following notification that a refund is denied, the item will be donated to a charity of our choice or resold at our discretion.

There is a limit of one (1) return or exchange per customer in a rolling thirty (30) day period. If we notice that you are abusing our return and refund policy, we reserve the right to suspend or terminate your ability to make returns or exchanges at our sole discretion. 

Cancellation Policy

You may cancel your order for a full refund if an artist/craftsmen has not yet begun putting time into your order and the shipping process has not yet begun, which typically occurs three (3) days from the order date, by clicking here. A cancellation request is not a confirmation of a canceled order. We will make all reasonable efforts to stop the order, provided that the cancellation request is received before the shipping process has begun or the artist has started working on your order. We will confirm to you whether we were able to stop and cancel the order. It can take up to 3 business days for us to perform this process. If a product is mistakenly listed or sold at an incorrect price, or a discount code is applied incorrectly, we will notify you of the correct price and give you the option to proceed with your order at the correct price or cancel your order. 

Damaged or Missing Items

If your order arrives damaged, defective, or if anything is missing, you must report it to us within three (3) business days of receipt, provide us with images of the product as well as the box and packaging, and note the issues on the delivery paperwork. If you sign for a signature-required delivery without reporting the damage or defect, then you may be held responsible for all damages, and your damage claim may be denied. Failure to meet these requirements will result in your claim being forfeited. 

If your claim is accepted, we will do our best to work with you to make things right. We will repair, replace, or issue store credit for the damaged or missing items at our discretion. Any replacement items will require the removal of the original item at the time of replacement.

Free gifts are excluded from damage claims.