Shipping policy

Shipping Policy

Thank you for shopping with Decoupage Queen! Every order is picked and packed by our team in Medina, New York.

Processing Time

Most orders ship within 1–4 business days of being placed. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed after 12:00 PM ET, or on a weekend or holiday, begin processing the next business day.

New releases, sales, and the holiday season can add a little time. We’ll post any expected delays on our site.

Pre-Orders and New Releases

Pre-order items ship once they arrive in our warehouse. If your order has both pre-order and in-stock items, we’ll hold the whole order and ship it together when the pre-order item is ready, unless the product page says otherwise. To get your in-stock items sooner, place a separate order.

Shipping Methods and Rates

We ship with USPS and UPS. Shipping rates are calculated at checkout based on your order’s weight and destination. Delivery time depends on the carrier and method you choose, and it begins once your order ships.

Tracking

Once your order ships, you’ll receive an email with your tracking number. Please allow up to 24 hours for tracking to update.

International Shipping

  • Canada: We ship all products to Canada.
  • Worldwide: We ship papers to most countries worldwide. Other products, such as paints, mediums, and tools, are only available for shipping within the U.S. and Canada.

International customers pay any customs duties, taxes, or import fees charged by their country. These fees are not included in your order total. Customs processing may delay delivery.

Address Accuracy

Please double-check your shipping address at checkout. We aren’t responsible for orders shipped to an address entered incorrectly. If you notice a mistake, contact us right away. Once an order ships, we can’t change the address.

Packages returned to us as undeliverable can be reshipped once the customer pays the new shipping cost.

Lost or Stolen Packages

Once a carrier marks a package as delivered, it’s out of our hands. If your tracking shows delivered but you can’t find your package, check with neighbors and your local post office, then contact us. We’ll help you file a claim with the carrier.

Damaged or Missing Items

If your order arrives damaged or something is missing, email us within 10 days of delivery. Include your order number and photos of the item and packaging, and we’ll make it right.

Questions?

Reach us at orders@decoupagequeen.com. We’re happy to help!