Smiling portrait of shop-owner and artist Zoe Keller.

Shop Policies

Hello! Zoe here! My webstore is a one-person business. I make all of the drawings, of course, but I also run every webstore update, pack every order and answer every email. It is an honor to connect with folks all over the world through my work. Thank you so much for your support!

General Information

  • Most orders ship within one week of purchase date!

    Some prints in my shop are printed by me in my home studio. During periods of high order volumes (like shop updates, and the holiday season), it may take two weeks for orders containing these prints to ship. Please read item listings in full to see if the print that you are purchasing has an anticipated two-week ship time.

  • You will receive an automatically generated shipping confirmation email from my webstore when your order is packed. This email will contain a USPS tracking number that will allow you track your order as it ships.

    Please keep in mind that this email is sent to the email address you used at checkout. If you cannot find this email, please check your spam folders and any old email addresses that you may have used at checkout without noticing.

  • Shipping time depends on the item(s) ordered and order destination. Most orders within the US arrive within two weeks. For International shipping times, please see the International Orders section below.

  • Because of their fragile nature, paper products (zines, prints, posters, original drawings, custom drawings) may not be returned. All other items must be returned within 30 days of receipt to be considered for a refund. Customer is responsible for return shipping. Item is eligible for a refund only if it is returned in pristine condition. An additional shipping fee may apply when dealing with an exchange.

  • I unfortunately cannot refund or replace lost or missing orders, or orders that are returned to me by USPS without being delivered. Please keep in mind that these occurrences within the US are extremely rare.

  • I am happy to report that damaged orders within the US are extremely rare.

    The majority of my orders are shipped First Class, which does not include shipping insurance. In these cases, I cannot refund or replace damaged orders.

    Depending on shipping costs, I am occasionally able to ship higher price-point orders and limited edition prints via Priority Mail, which does include shipping insurance. In these cases, a refund may be available.

    To inquire about a possible damaged order refund, please email me with your order number and clear, well-lit photos of the damage to the package and its contents.

    Please use caution when opening your packages. I am not responsible for refunding or replacing merchandise that you damage during the process of opening or unwrapping your order.

  • Unfortunately I have no current plans to make new apparel.

  • Thanks for your interest in my work! Unfortunately if you don’t see a drawing as a print in my webstore, it probably isn’t available. I cannot make one-off prints of drawings that have not been released in an official print edition. You can check out more prints at Antler Gallery, PangeaSeed (often sold out) and Nahcotta Gallery.

 

International Orders

Due to the high cost of international shipping, and increasing frequency of lost and damaged international packages, I am currently only shipping to the USA and Canada. I apologize for the inconvenience. Canadian customers shop at their own risk. Packages are taking as long as 3 months to arrive to some destinations. It is the responsibility of all Canadian customers to check the USPS International Service Alerts page for temporary international shipping suspensions before placing an order.

  • Due to the high cost of international shipping, and increasing frequency of lost and damaged international packages, I am currently only shipping to the USA and Canada. I apologize for the inconvenience.

  • The UK now requires that small businesses like myself go through a registration process for a VAT identification number and make quarterly payments to the UK government that reflects sales to the UK. Shipping to the UK from the US is so expensive that shipping items from my shop to the UK often costs as much, if not more than, the item being shipped. For example, it would cost $16 to ship a single $10 mini print to the UK. As a result, I received a total of 53 orders from the UK between 2016 and 2020 (out of several thousand orders), earning only about $350/year from UK sales. These sales are too low for me to justify navigating the new VAT requirements as a one-person operation; I am already working 55 - 80 hours/week, every week. I am sincerely sorry to my UK customers, these restrictions are out of my control, and I hope that they are lifted soon so that I can resume shipping to the UK. People who repeatedly message me about UK shipping will be blocked.

    Note that some of the galleries and organizations that I collaborate with DO ship to the UK.
    You can check out prints and original drawings at Antler Gallery, PangeaSeed (often sold out) and Nahcotta Gallery.

  • Please note that international orders may be subject to duty/customs taxes and/or fees. These laws vary per country and are the buyer's responsibility. Your package ships with the required customs form label required by USPS mail. This has the contents and purchase price of your items on the label. I will not lie about the value of your order or declare it a gift. Do not ask me to do so.

  • I unfortunately cannot refund or replace missing or damaged international orders. I do not provide exceptions to this policy. Please keep this in mind when placing orders in my store.

    It is the customer’s responsibility to pick up their package from their local postal carrier. I will not provide a refund or replacement if you fail to collect your package and it is returned to me, as these packages - having traveled sometimes across the world twice - are never returned to me in good condition.

  • Shipping costs reflect the cost of shipping materials and the cost of shipping as cheaply as possible through USPS. Unfortunately USPS shipping rates are out of my control. I apologize for any inconvenience caused by shipping costs.

  • It is common for this message to display for as long as a month after international orders have been dropped off with USPS, especially with orders shipping to Canada. I spoke with USPS about this and have been told that it is related to general international shipping delays. I understand that this is frustrating, but please trust that your package is on the way!

 

Sustainability

I use eco-friendly and sustainable options for my merchandise and shipping materials whenever possible. I am proud to source the majority of my shipping materials from EcoEnclose.

 

More Questions?

If your question isn’t answered here, you may contact me via email! Please do not send webstore questions as DMs or comments on Instagram, as they are very easy for me to miss.