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. Looking for ideas? Check out our portfolio!

 

What is the timeline for CUSTOM projects?

Bespoke homes and portraits take approximately four weeks to complete and ship. For other commissioned projects, 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 can take anywhere from 4-12 weeks from start to completion, depending upon complexity, quantity, and printing method. For more information on fine art invitation projects, head here.

Any projects requiring a quicker turnaround than noted above will include a rush fee. Cassie Creative 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.

Watercolor Originals 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, towels, pillows) are made to order just for you. These items typically take 7-10 business days for creation and shipping to the Cassie Creative studio. Please allow up to 10 business days for us to receive and ship them to you.

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

 

What is your shipping policy?

All artwork and products are shipped via USPS Priority Mail with a flat fee of $7.99 for your first item and a $2.00 fee for each additional item. 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.

Artwork (up to an 11x14 size) is packaged with backer board inside a protective cello sleeve, and shipped flat in a rigid photo mailer. Artwork larger than an 11x14 will be carefully rolled and shipped inside of a protective tube. If you are ordering additional prints, they will be packaged together. Products are packaged and shipped in bags (pillows and towels) or cardboard boxes (mugs).

Shipping for invitation suites varies by weight, and will be assessed on your final invoice. Invitation suites will be shipped via USPS Priority Mail, and tracking information will be provided.

Cassie Creative cannot guarantee delivery dates after shipping. Once an item ships, it becomes the responsibility of the USPS 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 USPS.
 

What is your CANCELLATION, refund, and exchange policy?

Cancellations
Bespoke Homes & Portraits
ancellations 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
Cancellations must be made within three business days of placing an order to receive a full refund. After three business days or once a proof has been completed (whichever comes first), cost of design will be deducted from overall price and the cost of printing may be refunded on a case-by-case basis. Most invitation projects will have a contract that you may refer to for specific details on cancellations and refunds.

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

Watercolor Originals, Prints, and Products
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.

Watercolor Originals, Prints, and Products
If you are unsatisfied with your original, print, or product, 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.

Damaged or Defective Items
All items ship via USPS Priority Mail, and include up to $100 in insurance. Each order is packaged with extreme care to avoid damage. After an item ships, it becomes the responsibility of the USPS and Cassie Creative is not responsible for damage incurred during shipping.

If your item arrives damaged, it is your responsibility to file a claim with the USPS.

 

Any other questions?

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