FAQ – Frequently Asked Questions

Shipping

Q: How long does it take to ship the order?


All sculptures are made to order. The making of each piece happens in multiple stages that respect the time needed for the work to reach its final state. While most orders ship before the maximum timeframe, we set a safety margin of up to 90 business days.

The timeframe includes every stage of the process: purchasing materials, waiting for their delivery, creation, finishing, and shipping. Lately, materials have often needed to be imported from Singapore due to shortages in the U.S. caused by tariffs. Delivery of materials usually takes around 25 days. After each sculpture is produced, the resin also requires a resting period before it is ready for finishing and shipment.

Although most orders are shipped within about 2 to 2.5 months, we set a margin of up to 90 business days as a safety net, especially during high-demand periods. This ensures the entire process, from start to finish, is completed with the necessary dedication and care.

You will receive a tracking number once your sculpture has been dispatched.

Order Cancellation

Q: Can I cancel my order?


Cancellations are accepted within 48 hours of purchase. After this period, the order enters production and cannot be canceled or refunded.

Each sculpture is a unique piece of art, created with intention and care. If you are unsure about making a purchase, we recommend that you do not place the order at this moment and wait until you are certain.

Returns and Exchanges

Q: Do you accept returns or exchanges?


 No. We do not accept returns or exchanges.

Each sculpture is unique, which makes every piece final and definitive.

Q: What happens if my sculpture arrives damaged or is lost during transit?

All sculptures are shipped with insurance that covers loss or damage during transit. Each piece is packaged securely to ensure protection during the journey.

Once the sculpture is handed over to the carrier, the artist is no longer responsible for issues that may occur during transportation but leaves open the possibility of filing a claim with the insurer.

If your sculpture arrives damaged, you must contact us within 7 days of receiving it.

To open an insurance claim, you are required to provide:

  • Clear photos of the damage

  • Photos of the packaging material

  • Photos of the shipping box, with special attention to any areas that appear damaged

  • A photo of the shipping label, showing your name and address

All photos must be taken from multiple angles.

For the claim to be valid, you must also keep the box, the damaged sculpture, and all packaging materials, as they may be required for inspection by the insurer. The photos and information should be sent to

sales@samaelshemal.com

so that a claim can be opened with the insurance company.

After the claim is opened and approved by the insurer, a replacement piece will be sent.

 

With devotion, Samael Shemal