Frequently Asked Questions

Do you accept commissioned projects?

Yes! Cassie Creative takes on a variety of commissioned watercolor, illustration, and calligraphy projects depending upon specs and availability. If you have an idea but don't see it here, please contact us at hello@cassiecarpenito.com.
 

What is the timeline for CUSTOM projects?

Bespoke homes and pet portraits take approximately four weeks to complete and ship. Around the holidays, turnaround may be longer due to high demand. For other commissioned illustrations, the turnaround time can vary significantly depending on size and complexity. These projects will include a contract that you can refer to for a specific timeline.

Fine art invitations take at least six weeks from start to completion, depending upon complexity, quantity, and printing method. We highly recommend booking these well in advance to guarantee a slot in our design calendar.

Any projects requiring a quicker turnaround than noted above will include a rush fee. We will assess these projects on a case-by-case basis to let the client know the fee and if the rush order can be accommodated.

 

When will my order ship?

Digital Downloads
Digital downloads will be delivered immediately via email.

Original Paintings and Prints
Originals and prints typically ship within two to three business days of placing your order. Please note that our studio is closed over weekends and US National Holidays.

Products
Products (i.e., mugs, pillows) are made to order just for you. These items ship directly from our production partner, and typically take 6-7 business days to be created and shipped.

Custom Illustrations and Invitations
Please see our timeline on these items noted above.

 

What is your shipping policy?

Artwork
All artwork shipped directly from the Cassie Creative studio is shipped via the USPS. Original and custom artwork is shipped via USPS Priority Mail. USPS Priority Mail typically takes 1-3 business days, depending on your location. Each order includes USPS insurance up to $100. You will receive tracking information after your order has shipped from the studio. Prints are shipped via USPS First Class Mail.

Artwork (up to an 16x20 size) is packaged with backer board inside a protective cello sleeve, and shipped flat in a rigid photo mailer or art box. We do not roll artwork. If you are ordering additional prints, they will be packaged together.

Products
Products are shipped directly from our production partner, via their preferred carrier.

Invitations
Invitation suites are shipped via FedEx Express. The cost of shipping is factored into your proposed design cost, and there is no additional fee.

Disclaimer
Cassie Creative cannot guarantee delivery dates after shipping. Once an item ships, it becomes the responsibility of the carrier and Cassie Creative is not liable for any late deliveries or damage incurred during shipping. For all inquiries on delivery once shipped, please check your tracking information and contact the carrier.
 

What is your CANCELLATION, refund, and exchange policy?

Cancellations
Bespoke Homes & Pet Portraits
Cancellations must be made within three business days of placing an order to receive a full refund. After three business days, no refund will be provided. If order was a rush, there will be no refund on canceled orders.

If you wish to cancel your order, contact Cassie Creative directly at hello@cassiecarpenito.com.

Invitations
Invitation projects require a signed contract and a 50% non-refundable retainer upfront. If you choose to cancel your invitation order, there will be no refunds of the retainer for any reason. Please refer to your contract for specific details on cancellations and refunds.

If you wish to cancel your order, contact Cassie Creative directly at hello@cassiecarpenito.com.

Original Painting and Prints
Cancellations must be made within 24 hours of placing an order to receive a full refund. After 24 hours, cancellations will not be permitted and your order will ship from the studio. Please see our returns and exchange policy below if you are unsatisfied after receiving your order.

If you wish to cancel your order, contact Cassie Creative directly at hello@cassiecarpenito.com.

Digital Downloads
As these items are immediately available for download, cancellations, returns, and exchanges are not permitted. If you have trouble accessing the file, contact Cassie Creative at hello@cassiecarpenito.com.

Returns or Exchanges
Bespoke Homes, Portraits, and Invitations
Returns and exchanges are not permitted on custom orders.

Paintings and Prints
If you are unsatisfied with your original painting or print, you must contact Cassie Creative at hello@cassiecarpenito.com within 48 hours of delivery (based upon USPS Tracking information).

Returns for store credit or exchanges for an item of equal value may be permitted on a case-by-case basis. To qualify for a return or exchange, original item must be shipped back to Cassie Creative and received in perfect condition. If the item is returned to Cassie Creative with damage, return or exchange will not be permitted. Buyer will be responsible for all shipping charges associated with a return or exchange.

Products

Items are made to order, and are therefore unable to be returned or exchanged.

Damaged or Defective Items
All paintings and prints are packaged with extreme care to avoid damage. If your item arrives damaged, it is your responsibility to let us know within 24 hours (with photographic evidence) and file a claim with the USPS. Cassie Creative is not responsible for damage incurred during shipping, but will assess these situations on a case-by-case basis.

Invitations

Please refer to your contract for specific terms on damaged and defective items.

Products from Our Production Partner

If your product is misprinted or arrives damaged, you must let us know at hello@cassiecarpenito.com within 24 hours of receiving your order. For packages lost in transit, all claims must be submitted no later than 1 week after the estimated delivery date.

 

Any other questions?

We are happy to help! Please email us at hello@cassiecarpenito.com.