Shipping policy
Effective September 1, 2026
This Shipping Policy applies to purchases made through the Rodrigo Eng Photos online store.
Shipping destinations and charges
Rodrigo Eng Photos currently ships within Canada and to the 48 contiguous United States and Washington, DC. Shipping is not currently available to Alaska, Hawaii, US territories, or APO/FPO and other military addresses.
Standard shipping is included in the displayed price of each print. Applicable sales taxes are calculated separately at checkout.
Shipments to the United States may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by government authorities or carriers. Unless collected at checkout, these charges are the customer’s responsibility. Duties or related charges resulting from an authorized replacement will be handled as described below.
Production and delivery time
Each print is produced to order. Please allow approximately 2–3 weeks from order confirmation for production and delivery within Canada or the United States.
This timeframe is an estimate rather than a guaranteed delivery date. Delivery may occur sooner, but timing can vary depending on the destination, carrier operations, customs processing, weather, and other circumstances outside the reasonable control of Rodrigo Eng Photos.
If an order has not arrived within three weeks, contact orders@rodrigoeng.art using the email address associated with the order and include the Shopify order number. We will review the shipment status and investigate the specific circumstances.
Packaging
Fine-art prints are shipped unframed and rolled rather than flat. Each print is placed in protective cylindrical packaging secured with plastic end caps. This packaging method helps protect the print during handling and transit while keeping shipping practical.
A print may retain a temporary curl when removed from the packaging. This is an expected result of rolled shipment and does not, by itself, indicate damage or a production defect. Customers should handle the print carefully and may wish to have it flattened and framed by a professional.
Delivery address
A complete and accurate physical street address is required for delivery. Orders cannot be shipped to PO boxes.
Please review the recipient’s name, address, unit number, postal or ZIP code, and contact information before submitting the order. If a correction is needed, contact orders@rodrigoeng.art immediately and include the Shopify order number.
Address changes cannot be guaranteed after the order has entered production or been transferred to the carrier. Additional costs resulting from an incorrect or incomplete address may be the customer’s responsibility.
Shipment confirmation and tracking
When tracking information is available, it will be sent to the email address provided at checkout. Tracking may not be available for every shipment, and carrier updates may take time to appear or may change while the shipment is in transit.
Customers are responsible for making reasonable arrangements to receive the shipment and for responding to any delivery or collection notices provided by the carrier. Questions about a shipment should be sent to orders@rodrigoeng.art with the Shopify order number.
Orders containing multiple prints
If an order contains multiple prints, the items may be produced, packaged, and shipped separately. They may arrive on different dates and may have separate tracking numbers.
Customers will be notified of additional shipments and provided with available tracking information, when available. If part of an order arrives but no shipment information has been received for the remaining items, contact orders@rodrigoeng.art and include the Shopify order number.
Separate shipments belonging to the same order do not result in additional standard shipping charges.
Unsuccessful or refused delivery
Customers are responsible for following carrier notices and completing any reasonable steps required to receive or collect their shipment.
If delivery is unsuccessful because the address supplied was incorrect or incomplete, the customer did not respond to delivery or collection notices, or the shipment was refused, contact orders@rodrigoeng.art. We will review the available options with the print and fulfilment provider and carrier.
Refusing a shipment because the customer does not wish to pay applicable customs duties, import taxes, brokerage fees, or other charges does not constitute an approved cancellation or return. A shipment returned to the sender for this reason will not automatically qualify for a refund.
Any refund, reshipment, or other resolution must be requested and approved in writing by Rodrigo Eng Photos, subject to applicable law. Costs associated with return-to-sender service, storage, address correction, reshipping, or reproduction may be deducted from an approved refund or charged before another shipment is arranged.
Damaged, lost, or incorrect shipments
Please inspect the print and packaging promptly after delivery. If the print arrives damaged, has a production defect, or is not the artwork or size ordered, contact orders@rodrigoeng.art within 48 hours of delivery.
Include the Shopify order number and clear photographs of the print, packaging, shipping label, and any visible damage. Keep the print and all packaging until written instructions are provided, as the carrier or print and fulfilment provider may require them for review.
If tracking indicates that a shipment was delivered but it cannot be located, or if the order has not arrived within the estimated three-week period, contact us promptly so the shipment can be investigated.
When a replacement is approved, Rodrigo Eng Photos will provide written instructions explaining how to proceed. The replacement print and standard shipping will be provided at no additional charge. Rodrigo Eng Photos will also cover reasonable, documented customs duties or import charges directly resulting from the authorized replacement. Customers should contact orders@rodrigoeng.art and provide evidence of any such charge.
Do not ship an item to the Rodrigo Eng Photos business address or any other location unless written instructions have been provided.
Order changes and cancellations
Because each print is produced to order, cancellation or change requests must be submitted to orders@rodrigoeng.artwithin one hour of placing the order. Include the Shopify order number and send the request from the email address used at checkout whenever possible.
A request is not approved until Rodrigo Eng Photos confirms it in writing. Changes or cancellations cannot be guaranteed once the order has entered production. After production begins, the order cannot normally be changed or cancelled.
Approved cancellations will be refunded to the original payment method. Additional conditions are explained in the Return and Refund Policy.
Contact
For questions concerning production, shipping, delivery, tracking, or an order-related issue, contact:
Include the Shopify order number and use the email address associated with the order whenever possible.