All About International Shipping

Here is all you need to know about international shipping from Milan Art Store:

    At Milan Art, we believe our customers deserve the very best in quality of art supplies and in customer service. It is our policy to fulfill all orders in within 3-5 business days after an order is placed. Orders placed on weekends and a holiday will begin processing the next business day (Monday-Friday). This does not apply to pre-order or back ordered supplies. 

Shipping:

Shipping costs charged by the carriers are dependent on the following:

•  delivery location, box size, weight and type of items ordered, and tax/handling fees. 
• Some orders may require multiple shipments due to item size and weight. Your tracking should reflect this under shipment details.
• Prices and availability of certain services may fluctuate on the mentioned factors. Once the ordered item leaves our store, the delivery times may vary especially during the holiday season.

Delivery Times:

• All packages shipped out of the USA must clear customs for the arrival country. This can make it difficult to estimate delivery times.  
• Tracking of packages can be sporadic with international 
• Customers are responsible for reviewing tracking updates and notices from mail carriers.
  •  Mail carriers might leave notices for undeliverable packages and hold at their respected location for a small amount of time for pick up (this includes packages sent to PO Box Addresses). If package is not claimed within 7-10 days, this may result In package being returned to sender. Please contact your local Post Office for hours of operation. 

Customers are responsible for entering valid mailing addresses:

• Milan Art Store is not responsible for undeliverable, delayed, lost or unclaimed packages. 
• Original shipping charges are not refundable. If re-shipment is needed, the customer will need to pay for cost.
• A tracking number is assigned once a package is shipped. Tracking updates may take between 24-72hrs+ to be updated by the carrier as your package moves through the system. 
  • Factors that can affect this timeframe may include but are not limited to the amount of packages a carrier is dealing with, sorting facility procedures, transit logistics, and improper scanning practices, and other uncontrollable events. 
• Please contact your mail carrier for delivery issues.

Carrier Information:

• For international shipping we typically utilize DHL, UPS, and Flat Export.
•  Choice of courier and service may differ for your particular order. 
• Services and delivery times offered are dependent on your mailing location which is chosen at the time of purchase. Transit times can vary. 

    Customers can manage their delivers by creating an account with couriers. Once packages are shipped, we are unable to make changes. *couriers may differ from each country and order. Most popular couriers are shown.*

Fedex           UPS        DHS      USPS        Asendia

Flat Export: 

• Can include but not limited to Asendia, Passport - Priority Delcon, Global Post, Sendle, OrangeDS, and Aramex.
• Flat Export uses a combination of couriers to deliver to customers worldwide and is automatically determined by the final destination. 
• The recipient’s local Postal Service will deliver the package. 
• Postal couriers will deliver the package typically within 1-3 plus weeks, depending on the country. 
• With this service, the last tracking event you will generally see is when the item arrives in the destination country. *Limited tracking provided* 

FedEx Cross Border:

• FedEx Cross Border receives and sorts packages at a Fedex processing center and prepares for export to the customer’s destination. 
• After arriving in customer’s destination country, packages are tendered to a local post office or partnered courier for final delivery. 
• Delivery timeframe varies depending on country. *Limited tracking provided*

*As packages are transferred between carriers or sorting facilities, tracking numbers can be a combination of original and local. Shipping time excludes any unexpected and uncontrollable delays.*

Shipping to a Freight Forwarder:

If customer chooses to have packages shipped to a freight forwarder, they are fully responsible for negotiating terms and payment of all duties. Milan Art Store is not liable for goods shipped to the forwarding facility. Please contact the freight forwarder for more details.

Import Tax & Duty Policy

Your order is your agreement and understanding that it is the customers responsibility to pay any Import Tax & Duty Fees. Shipping services paid when making a purchase does not include Tax and Duties. 

Tax ID/Passport may be required:

• If you know you are in a country or region that requires this, please provide to us so we can add to your shipment. Click HERE for format examples.

• Some countries custom authorities require the receiver to provide their tax id/passport/ application for import information for clearance purposes.
• The customer is responsible for ensuring this is updated and provided to customs.
• Couriers may require a customer's Tax ID to be provided upon shipment creation to ensure smooth customs clearance when shipping to certain countries. 
• Failure to provide a Tax ID for certain countries may lead to issues at customs resulting in return or abandonment. Customers are responsible for re-shipment costs.
• If you know you are in a country or region that requires this, please provide to us so we can add to your shipment. 
• The current known countries that this process is required: Brazil, Chile, China, Indonesia, South Korea, Taiwan, Turkey, Saudi Arabia. Click HERE for format examples. 

Waybill and Custom Declaration documents CAN NOT be adjusted. 

• Milan Art Store is not responsible for refused packages, delays or losses due to non-payment due for custom's fees to international agencies. Milan Art Store is not held responsible for delays, losses in packages/items and issues of the carrier or customs.
  

Please contact the mail carrier on claim process for international shipping issues. We apologize for any inconvenience and thank you for understanding. 

Returns & Replacements:

• Returns/refunds outside of the USA are not available. 
• Shipping charges are not refundable. 
• Processing fees may apply to returned packages. 
• Packages that are considered abandoned are not refundable.

We are not held responsible for missing items after custom inspection. If replacement is needed, please understand that the customer will need to pay for cost of international shipments. 

Milan Art Store is not responsible for undeliverable or unclaimed packages. If re-shipment is needed, the customer will need to pay for cost and any additional duties. 

Frequently Asked Questions:

Q: I received notification that my items were delivered, but I have not received. Can you please help?

• A: Carriers give notification when packages are delivered. Please check around your residence, with neighbors, apartment/condo office, and package rooms for possible delivery locations. 
• You may click on your tracking number and read any specific details left by the mail carrier to aid in your search.
•  If you are unable to locate your package, please contact the mail carrier for more information.
•  We are not able to see more details other than what the tracking number provides. 

Q: My package has not been received or is past the estimated delivery date. What is going on?

• A: Carriers may be delayed for a variety of reasons that are out of our control. For the most up to date details regarding transit, please review tracking. 
• Customers are responsible for entering valid mailing addresses. 
• Tracking updates may take between 24-72hrs to be updated by the carrier as your package moves through the system. 
  • Factors that can affect this timeframe may include the amount of packages a carrier is dealing with, sorting facility procedures, transit logistics, and improper scanning practices, and other uncontrollable events.
• Milan Art Store is not responsible for undeliverable, delayed, lost or unclaimed packages. Please contact your mail carrier for delivery issues.

Q: I want to make a special request or update on my shipment. Can you help?

• A: Once an order has been fulfilled and shipped, we are unable to make any changes. Customers will need to contact the mail carrier directly for shipping concerns. 
• While we attempt to include special requests or notes on an order, carriers may not review this information. Customers will need to contact the mail carrier for delivery or transit arrangements. 

Q: Why is my package delayed in customs?

• A: Some countries custom authorities require the receiver to provide their tax id or passport information for clearance purposes. The customer is responsible for ensuring this is updated and provided to customs and mail carrier.
• Region or country specific regulations.  Factors affecting a delay in customs are out of our control.

Q: My package was returned to sender or says undeliverable. Why?

• A: Customers are responsible for reviewing tracking updates and notices from mail carriers. 
• Mail carriers might leave notices for undeliverable packages and hold at their respected location for a small amount of time for pick up (this includes packages sent to PO Box Addresses). If package is not claimed within 7-10 days, this may result in package being returned to sender. Please contact your local Post Office for hours of operation. 
• Milan Art Store is not responsible for undeliverable or unclaimed packages. Original shipping charges are not refundable. If re-shipment is needed, the customer will need to pay for cost. Please contact store@milanart.com for more information.

Q:  Do you offer expedited shipping?

• A: Yes. We partner with a variety of mail courier companies that offer expedited shipping. Please know the type of service offered will be displayed at checkout. Shipping time frames vary and will begin after orders have been fully processed.

Milan Art Store Contact : 

                               Email:  store@milanart.com

                               Contact form:  https://www.milanartstore.com/pages/contact-us