Damaged, Incorrect, or Missing Orders
Last updated: August 26, 2026
We take care to package every print for shipment. If something goes wrong, contact us and we will work to make it right.
Damaged or defective prints
Please inspect your order promptly after delivery. If a print or its packaging arrives damaged, email rf@robertfrankelart.com, preferably within seven calendar days after delivery.
Include:
- Your order number.
- A brief description of the problem.
- A clear photograph of the full print.
- Close-up photographs showing the damage or defect.
- Photographs of the outer package, inner packaging, and shipping label.
Please retain the print and all packaging until we tell you that they are no longer needed. The photographs and packaging may be required for a carrier claim or quality review.
After reviewing the report, we will offer an appropriate remedy, which may be a replacement at no additional charge, a refund to the original payment method, or another solution agreed with you. We will not require you to pay return shipping for a confirmed damaged or defective item.
Requesting notice within seven days helps us investigate quickly but does not limit any non-waivable rights you may have under applicable law.
Incorrect items
If you receive the wrong artwork or size, contact us with your order number and photographs of the item and shipping label. We will arrange an appropriate replacement or refund and, if a return is necessary, provide instructions at no cost to you.
Missing items from a package
If part of an order is missing, first check the shipping confirmation for additional tracking numbers because items may be shipped separately. If no additional package is listed, contact us with the order number, a photograph of everything received, and a photograph of the shipping label and packaging.
Packages marked delivered but not found
Carriers sometimes scan a package as delivered shortly before it is physically left at the destination. Please:
- Check the delivery location, mailroom, reception area, parcel locker, and entrances.
- Ask household members, neighbors, or building staff whether they accepted it.
- Wait until the end of the next business day.
- Contact the carrier using the tracking number.
If the package is still missing, email us. We will review the order and tracking record and may open a carrier investigation. We will communicate the outcome and any available replacement or refund. Nothing in this process limits rights provided by applicable law for goods that are not delivered.
Lost in transit
If tracking stops updating for an unusual period or the carrier confirms that a package is lost, contact us. After confirming the loss, we will provide a replacement or refund as appropriate.
Contact
Order assistance:
Robert Frankel
Email: rf@robertfrankelart.com
For faster assistance, include the order number in the email subject line.