Shipping policy

Shipping Policy

Last updated: October 1, 2026

Thank you for shopping with CustomYourMoment. As our products are individually created and many of our artworks are made to order, processing and delivery times may vary depending on the product, customization requirements, destination, and shipping carrier.

Processing Time

For custom watercolor artwork, production begins after we have received the necessary reference photos and confirmed the composition or other required details with you.

A digital proof is generally provided within 2–4 business days after the required photos and details have been confirmed.

Once the final artwork has been approved, please allow approximately 1–2 business days for final preparation, framing where applicable, packaging, and dispatch.

Please note that weekends and public holidays are not considered business days. Framed orders may require additional preparation time.

If we are waiting for reference photos, customization details, confirmation, or approval from you, this may delay the processing and dispatch of your order.

Shipping Time

Standard shipping generally takes approximately 5–12 business days after dispatch for orders shipped to the United States, Australia, Canada, New Zealand, and the United Kingdom.

Shipping time is an estimate only and is separate from the artwork creation and processing time.

Delivery times may vary depending on your location, carrier operations, customs clearance, weather, peak holiday periods, or other circumstances outside our control.

Rush Shipping

Rush shipping may be available for selected destinations and orders for an additional fee.

Where available, rush delivery generally takes approximately 5–8 business days after the order has been completed, packaged, and dispatched.

Rush shipping speeds up the transportation stage only and does not necessarily shorten the artwork creation, proofing, approval, framing, or preparation process.

Tracking Information

Where tracking is available, tracking information will be provided after your order has been dispatched.

Please allow time for the carrier to scan and update the shipment after collection. Tracking may not update immediately, particularly during weekends, customs processing, carrier handovers, or busy periods.

International shipments may also show limited tracking updates while the parcel is travelling between countries or being processed by customs.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please contact us as soon as possible if you notice an error in your shipping address. We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can be made once an order has entered the shipping process.

CustomYourMoment is not responsible for packages that are delayed, returned, misdelivered, or lost because an incorrect or incomplete address was provided by the customer.

If a parcel is returned to us because of an incorrect address, failed delivery, or refusal to accept the parcel, additional shipping charges may apply before the order can be resent.

Delayed Shipments

Estimated delivery dates are not guaranteed.

Shipping carriers may experience delays due to customs clearance, weather conditions, transportation disruptions, peak seasonal demand, local delivery conditions, or other circumstances beyond our reasonable control.

A delayed tracking update does not necessarily mean that a parcel has been lost.

If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us and we will assist with checking the shipment with the carrier.

Lost Packages

If tracking indicates that a parcel may have been lost in transit, please contact us.

We will work with the shipping carrier to investigate the shipment. Where the carrier confirms that a parcel has been lost in transit, we will work with you to provide an appropriate resolution, which may include a replacement depending on the circumstances.

Damaged Packages

We carefully package our artwork to help protect it during transportation; however, shipping carriers handle parcels after they leave our possession.

If your order arrives damaged, please contact us as soon as possible and provide clear photographs of the packaging, shipping label, and damaged item so that we can assess the issue and assist you.

Please retain the original packaging until the issue has been resolved, as the shipping carrier may require photographs or other evidence for a claim.

Delivery Confirmation

Where carrier tracking shows that an order has been successfully delivered to the shipping address provided at checkout, the order will generally be considered delivered.

If you cannot locate a parcel that is marked as delivered, we recommend checking around the delivery location, with household members, neighbours, reception areas, parcel lockers, or your local delivery provider before contacting us.

Contact Us

If you have any questions regarding shipping or your order, please contact us at:

CustomYourMoment
Email: customyourmoment@gmail.com
Australia