Gorgo Art Studio Store Policy

Thank you for choosing Gorgo Art Studio for your custom embroidery needs! We are dedicated to providing you with high-quality, personalized products and a smooth shopping experience. Please review our store policies carefully.

 

Returns, Adjustments, and Refunds

As our products are custom-made, we reserve the right to decline returns or refunds unless there is a valid issue with your order. Please read below for situations where adjustments or replacements may be offered.

Adjustments and Replacements

We understand that issues may occasionally arise. If you encounter a problem with your order, please contact us immediately at gorgoartstudio.com with clear photos of:

• The embroidery you received.

• The reference photo you provided.

• A clear description of the issue.

We will assess the situation and determine the most appropriate resolution. Adjustments or replacements may be offered in the following situations:

Valid reasons for adjustments/replacements:

• Incorrect size provided (by us).

• Incorrect embroidery placement.

• Misspelled name (if the misspelling was our error).

If the embroidery is slightly different from your expectations (such as slight color variations or minor differences in design), please note that all custom embroideries are created based on the reference photo you provide. Therefore, it is essential that the reference photo accurately represents your pet’s color, markings, and features.

Situations We Are Not Responsible For:

• Incorrect shipping address: If you provided the wrong shipping address or the parcel was lost, we cannot be held responsible, nor can we offer refunds or replacements.

• Displeasure with design based on the reference photo: If the embroidery was created accurately based on the reference photo provided, but you dislike the outcome, adjustments or refunds may not be offered.

• Shipping delays: Delays caused by shipping carriers or suppliers do not qualify for cancellations or refunds.

Shipping Returns

In cases where a return is approved, the following applies:

• You are responsible for covering the return shipping costs unless the error was on our part (e.g., wrong item sent, defective product, incorrect customization).

• If we request the item to be returned for assessment, you must provide a tracking number.

• The item must be returned in the same state as which it was sent by us, as your adjustments/refund may be denied

 

Refunds (if applicable)

If a refund is approved, you will be notified via email. Refunds will be issued in the form of store credit, which does not expire and can be applied toward future purchases.

Refunds will not be issued in the following cases:

• Custom orders that were created accurately based on your provided photo.

• Slight color differences caused by screen resolution or lighting.

• Orders returned without prior communication or approval.

If a refund is granted and the item must be returned, you are responsible for any additional shipping costs. Shipping fees are non-refundable.

 

Exchanges

We only offer exchanges for items that are:

• Defective or damaged upon arrival.

• Incorrectly made (wrong color, wrong embroidery, misspelled name, etc.).

If you need to exchange an item, please contact us at gorgoartstudio.com with a photo of the issue. We will process the exchange as quickly as possible.

Order Cancellations

Due to the custom nature of our products, orders cannot be cancelled once production has started. If you need to modify your order (such as updating the reference photo or embroidery details), please contact us within 24 hours of placing your order. After this time, we cannot guarantee modifications.

Shipping Information

Processing Time

• Most orders are processed and shipped within 10-15 business days after the order is placed.

• If we experience a delay from our suppliers, we will notify you immediately. Delays do not qualify for cancellations.

Production will begin once we receive the required photos. Delays in submission will impact your completion date.

Shipping Costs

• Shipping costs are calculated at checkout and are non-refundable.

• For international orders, customers are responsible for any customs fees, duties, or import taxes. We are not responsible for any additional costs once the item leaves our studio.

Tracking Your Order

• Once your order is shipped, you will receive a tracking number via email.

• Please ensure that your shipping address is correct, as we are not responsible for items shipped to incorrect addresses.

Lost or Delayed Packages

If your package is lost in transit:

• We will assist you in filing a claim with the shipping carrier.

• However, we cannot offer refunds or replacements until the claim is processed and resolved.

If your package is delayed:

• Delays caused by shipping carriers do not qualify for refunds or cancellations.

• We appreciate your patience and will do our best to provide updates on shipping times.

Inventory and Backorders

We do our best to keep our inventory updated. However, some items may be temporarily out of stock.

• If an item is out of stock, we will notify you and offer either:

• A full refund.

• An alternative product.

• The option to wait until the item is restocked (which may take 2-3 weeks).

 

Final Note

We appreciate your support for our small business and your understanding of our custom embroidery process. Every piece we create is a unique representation of your pet, and we take pride in making it as special as possible.

If you have any questions or concerns, please contact us at:

Email: artstudiogorgo@gmail.com

Website: gorgoartstudio.com

Thank you for trusting us with your custom pet embroidery!