General 

Where are you located?

My studio is located in Moh’kinsstis (Calgary), Canada on the traditional territories of the people of Treaty 7 in Southern Alberta, which includes the Blackfoot Confederacy (Siksika, Kainai, Piikani), the Tsuut’ina, the Îyâxe Nakoda Nations, and the Métis Nation (Region 3).

The item I want is sold out (painting/ceramic/print/mask), will you be making more? 

I cannot guarantee that a sold out item will be restocked, but please feel free to email hello@katiegreen.art to inquire about potential pre-orders. If you join my mailing list, you will receive email updates regarding restocks, sample sales, and product launches.

*Email subscribers usually get exclusive early access to restocks & new product launches! Simply go to my website, scroll down, and enter your email address into the subscribe box. 

Do you do private commissions?

Yes! If you want to commission me for custom work please contact me at hello@katiegreen.art. I do private commissions such as indoor and outdoor murals, small and large-scale paintings, ceramics and masks. Please fill out my custom commissions form here.

I bought a painting, what is the best way to display it?

I urge customers to purchase a frame for their painting to protect it against external wear, such as UV, dirt, dust and moisture.

Orders

Are orders “Final Sale”?

Since Katie Green Art is a small, independent business, all orders placed will be a final sale. I cannot accommodate returns, refunds, or cancellations. Thank you for understanding. 

Can I change/edit my order after placing it?

If you email hello@katiegreen.art immediately, I can usually edit your order in time before shipping it out. If I don’t receive your email in time before sending it out, I am not liable for sending out the originally ordered item. 

My ceramic was broken/cracked upon receiving, how should I proceed?

I pack every shipment with extreme care, but breakages can still occur during transit, although it is rare. If you receive a broken/cracked item, email hello@katiegreen.art immediately so that we can produce a replacement for you and start a claim.
*Please provide photos of the damaged item and the box it came in (inside & outside photos)*
*Please note that you may have to repay duties/taxes for the replacement. 

When will my order be fulfilled?

We aim to fulfill your order within 1-7 business days after the order was placed.  For items included as a pre-order ceramic, please expect your order to be fulfilled and shipped within 3-5 weeks from first placing your order. 

Shipping

How can I track my order?

Once your order ships from my studio, you should receive an email with tracking information. If you did not receive a shipping confirmation email within 5 business days after placing your order, please contact hello@katiegreen.art

Which delivery service do you use? 

I use Canada Post, ChitChats and Freight Com and UPS.

Will I have to pay duties, taxes or tariffs on top of my order?

My company is located in Canada, so you may have to pay duties or taxes depending on where you live. I am not liable for these charges and they cannot be reimbursed by Katie Green Art.

International Orders:

Buyers are responsible for any customs fees, import duties, VAT, taxes, or tariff charges that may be applied once the package arrives in their country. These costs are not included in the item price or shipping fee, and I do not cover or reimburse these charges.

I am not able to mark shipments as “gift” or falsify customs information.

If a package is returned due to unpaid customs fees or an incorrect address, the buyer will be responsible for additional shipping costs to resend the item.

If you have any questions about shipping, feel free to reach out before placing your order.

My package says “delivered” but I haven’t received it yet? 

There are a few steps that you can take to try and determine where your package is:

1. Contact your local postal service, and ask to speak to someone directly. They may have more information on where it was left. 
2. Did one of your neighbours accidentally collect your package?
3. Is your mail area secure? Are packages left unattended where you live?

If you have done the above steps without success, please contact hello@katiegreen.art so that I can file a claim on my end. Please note that Katie Green Art is not liable or responsible for packages that have been stolen or left unattended. Only after I receive a refund from the shipping company can I ship you out a replacement.