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Shipping Policy

A Note From Our Family to Yours

The Zanetti Studio is a proudly family-owned and operated small business. Every tile we produce is crafted by hand with personal care and attention to detail. Because we make each order individually, processing times may vary, especially for larger orders. We sincerely appreciate your patience and support.

1. Introduction

This Shipping Policy ("Policy") governs the shipment of all orders placed through The Zanetti Studio website ("Site"). By placing an order with us, you acknowledge that you have read, understood, and agree to the terms set forth in this Policy. We reserve the right to modify this Policy at any time; changes will be effective upon posting to the Site.

 

Please read this Policy carefully before completing your purchase. If you have any questions, our team is happy to assist you at bereweeks@gmail.com.

2. Order Processing Times

All tiles sold through The Zanetti Studio are custom-made to order. Every order requires a production and processing period before it is ready for shipment. Processing time is separate from — and in addition to — the shipping transit time quoted at checkout.

 

2.1 Standard Orders (1–19 Tiles)

Standard orders are typically processed and prepared for shipment within 5–10 business days from the date of order confirmation. Business days are Monday through Friday, excluding U.S. federal holidays.

 

2.2 Large Orders (20+ Tiles)

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Large Order Notice

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Orders of 20 or more tiles are classified as large orders and require additional production time beyond our standard window. As a family-run operation, every tile in every order receives the same individual care — which means larger orders simply take longer to complete. Estimated processing time for large orders is 10–21 business days. We will always communicate a specific timeline upon order confirmation.

If you need a large order by a specific date, please contact us before purchasing so we can advise on feasibility.

 

2.3 Circumstances That May Extend Processing Times

The following may cause processing times to exceed our standard estimates:

  • Peak seasonal demand (holidays, spring home renovation season)

  • Custom design complexity

  • Material availability or supply constraints

  • Force majeure events as described in Section 9

 

We will notify you by email of any unexpected production delays. Estimated processing times are good-faith estimates and do not constitute a contractual guarantee to ship by a specific date.

3. Shipping Carrier

The Zanetti Studio ships primarily via the United States Postal Service (USPS). USPS is our standard carrier for the vast majority of domestic and international orders. In select circumstances — such as unusually large, heavy, or fragile orders — an alternative carrier (e.g., UPS or FedEx) may be used at our discretion to ensure safe delivery. You will be notified of any carrier substitution before dispatch.

 

Once your order has shipped, you will receive a confirmation email containing your tracking number. Please allow up to 24 hours after dispatch for tracking information to activate in the carrier's system.

4. Domestic Shipping (United States)

We ship to all 50 U.S. states. Shipping costs are calculated at checkout based on order weight, dimensions, and the selected service level.

 

4.1 Expedited and Rush Shipping

Expedited shipping options may be available for select orders depending on weight and destination. Local delivery customers may also be eligible for expedited or priority handling. Please contact us at bereweeks@gmail.com before placing your order if you require expedited service so we can confirm availability and provide an accurate quote.

 

No Refunds on Shipping Charges

Shipping charges are non-refundable under all circumstances, including order cancellations, refused deliveries, and returned packages. Selecting an expedited shipping method does not expedite the production and processing phase of your order — please account for processing time separately.

 

4.2 Delivery to Non-Contiguous States and Territories

Delivery to Alaska, Hawaii, U.S. territories (including Puerto Rico, Guam, and the U.S. Virgin Islands), and P.O. Boxes may be subject to carrier limitations, extended transit times, and additional surcharges. We will contact you if special arrangements are necessary.

5. International Shipping

The Zanetti Studio is pleased to offer international shipping to select countries worldwide. We want every customer — wherever they are — to be able to enjoy our handcrafted tiles. However, international shipping comes with important considerations that all customers must understand before placing an order.

 

Please Read Before Placing an International Order

International shipping carries inherent risks that are beyond our control, including transit damage, customs delays, and loss in transit. By placing an international order, you acknowledge and accept these risks. The Zanetti Studio strongly encourages all international customers to carefully review this section in full before completing their purchase.

 

5.1 International Shipping Costs

International shipping rates are calculated at checkout based on destination country, package weight, and dimensions. 

 

A Note on International Shipping Costs

International shipping — particularly for heavier tile orders — can be significantly more expensive than domestic shipping. Price-per-weight rates for international carriers can be quite high, and costs increase substantially with order size and destination. We encourage international customers to review their shipping quote carefully at checkout before completing their purchase. We are not able to subsidize or absorb international shipping costs.

 

5.2 Customs, Duties, and Import Taxes

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The Zanetti Studio Is Not Responsible for Customs Fees

The recipient of any international shipment is the importer of record and bears sole responsibility for all customs duties, import taxes, VAT, brokerage fees, and any other charges assessed by the destination country. These charges are entirely separate from and not included in your order total or the shipping cost quoted at checkout.

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The Zanetti Studio has no control over customs authorities and cannot predict, estimate, or be held responsible for any customs-related fees, delays, or decisions. Failure to pay applicable duties may result in your package being held, returned, or destroyed by customs — and The Zanetti Studio will not issue a refund in such cases.

 

5.3 No Returns on International Orders

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International Orders Are Final Sale — No Returns Accepted

Due to the complexities, costs, and risks of international return shipping, The Zanetti Studio does not accept returns on international orders. All international sales are final. We strongly encourage international customers to review their order carefully before submitting, and to reach out to us with any questions prior to purchase.

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Please see Section 7 for our limited policy on damaged items, which applies to international orders under specific conditions only.

 

5.4 International Transit Times

International transit times vary significantly by destination country and are subject to customs clearance, which is entirely outside The Zanetti Studio's control. Estimated international transit times (after dispatch) typically range from 7 to 30 business days, though some destinations may take longer. We strongly recommend allowing ample lead time for time-sensitive occasions.

 

5.5 International Shipping Risks

Customers placing international orders do so with the understanding that:

  • International parcels are handled by multiple carriers and customs agencies across different jurisdictions, increasing the risk of damage or loss

  • USPS and partner postal services exercise less control over international parcels once they leave U.S. jurisdiction

  • The Zanetti Studio cannot guarantee delivery timelines for international orders

  • Some destinations may have restrictions on the import of ceramic or tile products — it is the customer's responsibility to confirm import eligibility

  • Customs inspection may delay or damage packages, and The Zanetti Studio is not liable for such outcomes

 

5.6 Export Compliance

All international orders are subject to applicable U.S. export control laws and regulations. The Zanetti Studio reserves the right to refuse or cancel any order that would violate applicable export restrictions, embargoes, or sanctions programs.

6. Refund Policy — Important Limitations

Maximum Refund Cap: 5 Tiles

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Because all tiles are custom-made to order, The Zanetti Studio's maximum refundable amount is limited to the value of five (5) tiles, regardless of the total number of tiles purchased. This limitation applies to all orders — domestic and international — and reflects the made-to-order nature of our products. Customers who purchase larger quantities do so with the understanding that this refund cap applies.

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Shipping charges are non-refundable in all cases.

 

Refunds, where applicable, are issued to the original payment method. The Zanetti Studio reserves the right to issue store credit in lieu of a monetary refund where appropriate.

7. Packaging, Inspection, and Damaged Items

7.1 How We Package Your Order

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We Pack Every Order With Great Care

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The Zanetti Studio takes packaging very seriously. Every order is carefully and securely packed to minimize the risk of transit damage. We use appropriate protective materials for fragile tile shipments and inspect each item before it leaves our hands.

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However, we cannot control how packages are handled once they leave our studio. Postal and carrier workers may subject packages to rough handling, and transit damage does occur. This is precisely why we urge every customer to inspect their package immediately upon delivery.

 

7.2 Inspect Your Package Immediately Upon Delivery

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ACTION REQUIRED: Inspect Upon Delivery — 3-Day Window

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Customers must inspect their order within 3 calendar days of the confirmed delivery date. Damage claims submitted after 3 days of delivery confirmation will not be accepted, no exceptions.

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When your order arrives, please:

  • Inspect the outer packaging for visible damage before opening — note any damage with the carrier or on any delivery documentation if possible

  • Open and inspect every tile carefully as soon as the package arrives

  • Photograph both the packaging and any damaged items immediately — these photos are required to process any claim

  • Contact us within 3 days at bereweeks@gmail.com — do not wait

 

7.3 Filing a Damage Claim

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To be eligible for consideration, a damage claim must be submitted within 3 calendar days of the delivery confirmation date and must include:

  • Your order number

  • A written description of the damage

  • Clear photographs of the damaged tile(s)

  • Clear photographs of the original packaging, including any external damage

 

Claims that do not include satisfactory photographic evidence of both the damaged items and the packaging will not be processed. Photographs that have appeared to be tampered with are NOT considered satisfactory and therefore will not be eligible to be used as evidence for damage claims. Please do not discard any packaging materials until your claim has been resolved.

 

Approved damage claims are subject to the 5-tile maximum refund cap described in Section 6. Shipping charges are not refundable. The Zanetti Studio reserves the right to require the return of damaged items before issuing any remedy, and to assess claims on a case-by-case basis.

 

The Zanetti Studio does not accept damage claims for items damaged due to improper handling, storage, or installation by the customer after delivery.

8. Undeliverable and Returned Packages

If a package is returned to us as undeliverable due to an incorrect or incomplete address provided by the customer, failed delivery attempts, refusal of delivery, or failure to collect a package from a carrier holding facility, The Zanetti Studio will contact you to arrange reshipment at your expense. Shipping charges for reshipment are non-refundable and are the sole responsibility of the customer.

 

Packages returned to us as undeliverable will be held for 14 calendar days. If we are unable to reach you within that period to arrange reshipment, the order may be cancelled and restocked. Any applicable refund will be issued minus all original and return shipping costs and a restocking fee, and is subject to the 5-tile maximum refund cap described in Section 6.

 

The Zanetti Studio is not responsible for packages that cannot be delivered due to customer-provided address errors.

9. Service Interruptions and Force Majeure

The Zanetti Studio and our carrier partners operate in good faith to meet all estimated timelines. However, certain events are beyond our reasonable control, and The Zanetti Studio shall not be liable for shipping delays, service interruptions, or failure to deliver resulting from:

  • Natural disasters, severe weather events, or acts of God

  • Pandemics, public health emergencies, or government-mandated restrictions

  • Labor strikes, work stoppages, or carrier network disruptions

  • Carrier system failures or capacity constraints

  • War, civil unrest, terrorism, or political instability

  • Customs delays, port congestion, or import/export regulatory holds

  • Supply chain disruptions affecting materials or packaging

  • Any other event beyond The Zanetti Studio's reasonable control

 

In the event of a significant disruption, we will communicate updates to affected customers as promptly as possible. Service interruptions do not entitle customers to cancel orders already in production, except as required by applicable law.

10. Lost Packages

A package is considered lost if it has not been delivered within 10 business days (domestic) or 35 business days (international) past the estimated delivery date, with no tracking movement during that period. If you believe your package is lost, contact us at bereweeks@gmail.com and we will open a trace with USPS or the applicable carrier on your behalf.

 

Carrier investigations for lost packages typically take 7–21 business days. The Zanetti Studio will work diligently to resolve confirmed lost package claims. Any remedies offered are subject to carrier liability limits, claim outcomes, and the 5-tile maximum refund cap described in Section 6. Shipping charges are not refundable in lost package scenarios.

11. Order Changes and Cancellations

Because all tiles are custom-made to order, production typically begins shortly after order confirmation. Requests to change a shipping address, modify order contents, or cancel an order must be made as soon as possible by contacting bereweeks@gmail.com. We cannot guarantee that any changes or cancellations can be accommodated once production has commenced.

 

Orders that have already been dispatched cannot be cancelled. Any eligible refund following dispatch is subject to the limitations described in this Policy, including the 5-tile maximum refund cap and the non-refundable shipping charge policy.

12. Contact Us

For shipping questions, order status, or to report a delivery issue, please contact us:

 

The Zanetti Studio

Email: bereweeks@gmail.com

Website: www.thezanettistudio.com

 

We are a small family business and strive to respond to all inquiries within 1–2 business days. We genuinely appreciate your support and your trust in our work.

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