Shipping policy

SHIPPING POLICY

Where we ship. We ship across the United States, including Alaska and Hawaii. Shipping is completely free — there is nothing to add at checkout, and no charges are collected at your door. We do not currently ship outside the United States. If you would like your portrait delivered to a P.O. Box or a military address (APO/FPO), please contact us at neo@maelinstudio.com before ordering, as our carriers may not be able to deliver to these addresses.

How delivery works. Every portrait begins with a hand-drawn sketch, which you will receive within 2–3 days of placing your order. Once you approve the sketch, your artist begins painting. From the time you place your order to the day your portrait reaches your door, please allow 4–6 weeks in total — painting, drying, framing and delivery included. All delivery times are estimates and are not guaranteed; we are not responsible for delays caused by shipping carriers or events outside our control. If you are working toward a specific date, contact us before you order and we will see what is possible on a case-by-case basis.

Tracking and packaging. Your portrait travels in protective packaging and is fully tracked from our studio to your door. You will receive the tracking number by email as soon as your portrait ships. If you would like to check on your painting's progress before it ships, email us at neo@maelinstudio.com and we will send you the latest update.

Customs and import charges. Your portrait may be shipped internationally on its way to you. Any customs or import charges are handled by us — you will never be asked to pay anything extra to receive your order.

Damaged or lost in transit. If your portrait arrives damaged from transit, contact us at neo@maelinstudio.com within 30 days of delivery with photos of the damage and the packaging, and we will repair, reframe or completely repaint your portrait and reship it free of charge — no need to return the original. If tracking shows your package has been lost in transit, let us know and we will treat it the same way — a new portrait, painted and shipped at no cost to you.

Address changes. If you need to change your delivery address after ordering, email us at neo@maelinstudio.com as soon as possible. We can update the address any time before your portrait ships; once it is with the carrier, we are unable to redirect it.

Questions? Write to us any time at neo@maelinstudio.com.