Shipping and returns

Where we ship

We ship within the United States only: the 50 states and the District of Columbia. We do not ship internationally.

We also cannot ship to freight forwarders or package reshipping services. Orders to those addresses will be cancelled and refunded.

We cannot ship to a PO box. Everything goes by UPS, and UPS does not deliver to them, so please give us a street address. Checkout will tell you rather than let the order through.

How your order ships

Posters ship rolled in a kraft tube, never folded. Orders are packed within two business days, and usually the same day.

Everything ships UPS Ground. Shipping is quoted live at checkout for your address and the size of your order. The price is the carrier rate plus a small packing charge that covers the tube your posters travel in.

A tracking number is emailed to you as soon as the label is printed.

Delivery estimates

Carrier delivery windows are estimates, not guarantees. Weather, holidays and carrier backlogs are outside our control, and a late delivery on its own is not grounds for a refund. If a package stops moving, tell us and we will chase the carrier with you.

Getting the address right

We ship to the address you enter at checkout. Please check it before you pay, especially the apartment or unit number. If you catch a mistake before the label prints, email us and we will fix it at no charge. Once a package is in the carrier network we cannot redirect it, and a package returned to us because of a bad address can be reshipped once you cover the second label.

If it arrives damaged

Tubes protect posters well, but they are not indestructible. If yours arrives crushed, email us within 7 days of delivery with photographs of the outside of the tube and of the damage to the print.

We will replace the poster if that edition is still in stock, and refund you in full if it is not. Please keep the tube and packaging until the claim is settled, because the carrier can ask to see them.

If it never arrives

There are two different situations here and they are handled differently.

Tracking does not show delivered

This one is ours. If the tracking stalls or the package is confirmed lost in transit, contact us. We file the carrier claim, and we replace the poster or refund you in full. You do not need to deal with the carrier yourself.

Tracking shows delivered but you do not have it

Contact us within 7 days of the delivery scan and we will send you the full scan detail and help you open a carrier investigation.

Please also check the places packages usually turn up: with a neighbour, at a leasing or mail office, behind a porch or gate, or with someone else in the household who brought it in.

Once a carrier has scanned a package as delivered to the address you gave us, the risk has passed to you, and we are not able to replace or refund it as a matter of course. That is not us being difficult. It is that we have no way to recover the cost of a print that the carrier confirms it handed over. If package theft is a concern where you live, have it sent somewhere it can be received in person, like a workplace or a friend who is usually home.

All sales are final

Every poster is printed in a short run and packed by hand. We do not accept returns or exchanges, and we do not refund an order because it was not what you pictured once it was on the wall.

So please look closely before you buy. Every listing shows the artwork, the dimensions and the edition. If you want to know anything else, email us and ask. We would much rather answer a question than take an order you regret.

Screen printing is done by hand, and small variations in registration and ink coverage come with that. They are the reason people collect these rather than a poster printed at a lab, and they are not defects.

What final does not cover

All sales final covers changing your mind. It does not cover our mistakes, and we do not hide behind it.

• If we sent you the wrong poster, we send the right one and pay the postage both ways.
• If a print left here with a genuine printing fault, we replace it, or refund you if the edition is gone.
• If it arrives damaged, see the section above.

In each of those cases email us at merch@rockonpaper.com and we will make it right.

Cancelling an order

If you catch it before the label prints, email us and we will cancel and refund you in full. Once a label has been bought and the poster is packed, the sale is final.

Talk to us before your bank

If something has gone wrong, email us at merch@rockonpaper.com first. We are a small studio, we read everything, and we would far rather fix a problem directly than have a card issuer arbitrate it months later on incomplete information. Almost everything is sorted out in one email.

Contact

Rock on Paper, a project of 12 Line Studio LLC, Chicago, Illinois. Email merch@rockonpaper.com and a person will answer.