Shipping Policy

SHIPPING POLICY

Last Updated: August 29, 2026

This Shipping Policy explains where QOVA ships, how orders are processed, and how delivery issues are handled.

1. SHIPPING DESTINATIONS

We currently ship to valid street addresses in the contiguous 48 United States and Washington, D.C.

We do not currently ship to:

• Alaska;
• Hawaii;
• Puerto Rico;
• Guam;
• U.S. Virgin Islands;
• American Samoa;
• Northern Mariana Islands;
• U.S. Minor Outlying Islands;
• APO, FPO, or DPO military addresses;
• P.O. Boxes.

If checkout mistakenly accepts an unsupported address, we may cancel the order and refund the amount paid for the canceled item.

2. SHIPPING ORIGIN

Orders are processed and dispatched from Guangzhou, China, or from a designated production or fulfillment partner.

3. ORDER PROCESSING

Unless a product page states otherwise, estimated processing times are:

• Prints: approximately 3–7 business days;
• Original or individually hand-painted artworks: approximately 7–15 business days.

Processing includes payment verification, production or painting where applicable, drying or preparation, quality inspection, protective packaging, and carrier handover.

Processing time does not include transportation time. Weekends, Chinese public holidays, major sales periods, and carrier holidays are not business days.

Limited artworks, large sizes, custom work, or unusually high order volumes may require additional time. If a product page provides a different processing estimate, the product-page estimate controls.

4. ESTIMATED TRANSIT TIME

After dispatch, estimated delivery to the contiguous United States is generally 7–20 business days.

This is an estimate and not a guaranteed delivery date. Remote locations, customs processing, carrier transfers, weather, holidays, and other circumstances may result in additional time.

Estimated total time:

• Print orders: approximately 10–27 business days from order placement;
• Original orders: approximately 14–35 business days from order placement.

5. SHIPPING DELAYS BEFORE DISPATCH

We make reasonable efforts to dispatch orders within the stated or advertised processing period.

If we cannot ship within the promised period, we will provide a delay notice and, where required by applicable law, request your consent to the revised dispatch date or provide the option to cancel unshipped merchandise for a refund.

6. SHIPPING RATES

Shipping charges are displayed at checkout and may depend on destination, product size, weight, packaging method, and selected service.

Promotional free shipping applies only when the promotion’s requirements are met. Expedited or special-handling charges are non-refundable after the service has been purchased or used.

7. TRACKING

When tracking is available, we will send tracking information after the carrier accepts the shipment.

Tracking may take 2–5 business days to show its first update, particularly when an international parcel is transferred between logistics providers.

Some shipments may use more than one carrier, and the final-delivery carrier may issue a separate tracking number.

8. ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate:

• Recipient name;
• Street address and apartment or unit number;
• City, state, and ZIP Code;
• Telephone number and email address.

Address-change requests must be submitted within 2 hours after the order is placed and are not guaranteed.

Once production, packing, label creation, or shipment has begun, we may be unable to change the address. QOVA is not responsible for losses, delays, returns, or additional costs caused by an incorrect, incomplete, or outdated address supplied by the customer.

9. PACKAGING

Artwork may be shipped flat, rolled, stretched, framed, or otherwise packaged according to the applicable product description.

Frames, easels, stands, mats, mounting hardware, and styling accessories shown in product photographs are not included unless the product page expressly states otherwise.

High-value Original artwork may require additional insurance or a delivery signature at our discretion.

10. CUSTOMS, DUTIES, AND IMPORT FEES

International shipments may be subject to customs inspection, import duties, taxes, brokerage fees, or other charges.

Unless checkout expressly states that these charges are included, they are the customer’s responsibility. QOVA does not control customs decisions or local charges.

A customer’s refusal to pay required charges, provide requested customs information, or accept delivery does not automatically entitle the customer to a full refund.

11. CARRIER AND CUSTOMS DELAYS

QOVA is not responsible for delays caused by:

• Customs inspections or clearance;
• Weather or natural disasters;
• Carrier congestion or service interruption;
• Public holidays or peak shopping periods;
• Government restrictions;
• Labor disputes;
• Security inspections;
• Incorrect addresses;
• Failure by the recipient to respond to a carrier or customs request;
• Other events outside our reasonable control.

A delay after dispatch does not automatically qualify for a refund while the shipment remains in transit, except where applicable law requires otherwise.

12. DELIVERED PACKAGES

Carrier tracking showing delivery to the shipping address is generally treated as evidence of completed delivery.

After a package is confirmed delivered, QOVA is not responsible for theft, loss from an unsecured location, removal by another person, or delivery problems caused by an incorrect address, except where required by law.

If tracking shows “Delivered” but you cannot locate the package:

• Check the mailbox, entrance, reception desk, parcel locker, and other safe locations;
• Ask household members, neighbors, building management, or reception staff;
• Contact the final-delivery carrier;
• Contact us promptly with your order number.

We will provide reasonable assistance with a carrier inquiry, but a refund or replacement is not guaranteed when the carrier confirms correct delivery.

13. LOST OR STALLED SHIPMENTS

If tracking has not updated for 15 business days or the shipment is substantially beyond the estimated delivery period, contact qovaofficial@gmail.com.

We may open an investigation with the carrier. Carrier investigations may take approximately 15–30 business days.

Unless otherwise required by law, we will not issue a duplicate shipment or refund while the carrier investigation remains open.

If the carrier confirms that the package was lost before delivery, QOVA may provide a replacement, reprint, alternative artwork, or refund, as appropriate. An exact replacement may not be possible for an Original.

14. SHIPPING DAMAGE

Report visible shipping damage within 48 hours after delivery and include:

• Order number;
• Photographs of the complete artwork;
• Close-up photographs of the damage;
• Photographs of the outer packaging, internal packaging, and shipping label;
• An unboxing video, if available.

Retain all packaging until the claim is completed. Damage claims submitted without sufficient evidence may be denied if we cannot verify the damage or pursue a carrier claim.

This reporting request does not limit rights that cannot be waived under applicable law.

15. RETURNED, REFUSED, OR UNCLAIMED PACKAGES

A shipment may be returned because of:

• An incorrect or incomplete address;
• Failure to collect the package;
• Refusal of delivery;
• Failure to pay customs or import charges;
• Failure to provide information requested by the carrier or customs authority;
• Repeated unsuccessful delivery attempts.

If the package is returned to us, the customer may be required to pay all reshipping costs before we resend it.

If a refund is otherwise available, original shipping, return shipping, customs charges, handling costs, and any applicable restocking fee may be deducted. Original and made-to-order items remain subject to the final-sale rules in our Return & Refund Policy.

16. FREIGHT FORWARDERS AND RESHIPPING SERVICES

If you instruct us to deliver to a freight forwarder, hotel, warehouse, reshipping service, or other third-party recipient, our delivery responsibility generally ends when the package is confirmed delivered to that address.

QOVA is not responsible for loss, damage, repacking, delay, or mishandling occurring after delivery to that third party, except where required by law.

17. SPLIT SHIPMENTS

Orders containing multiple products may be shipped separately. Separate tracking numbers may be provided. Shipping items separately does not mean that any missing item has been canceled.

18. CONTACT

Email: qovaofficial@gmail.com
WhatsApp: +86 189 7066 1993
Address: Xinmengxiang Apartment, No. 4 Tongjing West Street, Baiyun District, Guangzhou, Guangdong 510407, China