Order Info- FAQ
FAQ: All work is handmade, painted and assembled in upstate New York.
Colors, sizes and shapes will vary slightly, and no two pieces are exactly alike, so we ask that you take that into consideration when purchasing. We strive for consistency in replicating the work while also embracing the unique results that happen naturally with the hand built process and in the atmospheric kiln firing
BELLS: Bells are assembled with hemp rope, which is a natural fiber, that with weather and rot if exposed to water and weather. If you choose to hang your bell outside, you will need to switch out the rope yearly or replace it with synthetic rope that will not break down. Rope replacements can ordered HERE.
CURT/PLT: PLT's are wall hangings built to pre-set configurations and are not customizable. Curtains use the same components and are custom made to size and shape.
General specs & Installation information can be found here for CURTAINS and here for PLT's
Color samples may be requested. Sample fee is $20 per tile, plus shipping
CUSTOM: With the exception of Customizable work, there is a minimum custom fee of $250
PAYMENT: We accept all credit cards and PayPal
SHIPPING: Domestic orders are shipped full insured and traceable via UPS Ground with a signature required on delivery. Tracking information is forwarded when the order is shipped
MQuan Studio will aid to facilitate insurance claims but are not responsible for stolen packages that are shown as delivered
Customers are responsible for shipping fees on orders that are returned to MQuan Studio after 3 delivery attempts, as well as any additional outgoing shipping fees
For shipping to Alaska, Hawaii or outside of the USA please contact us at mquanstudio@mquan.com. Additional charges will apply. NOTE- as of June 1, 2020 we have suspended international shipping until further notice
SHIP TIMES: All in stock ready-to-ship work will ship within 7-10 business days of purchase. All pre-order work ships within approximately 16-24 weeks
SHIPPING FEES: We have implemented a new flat fee pricing structure to help counteract steeply increasing shipping supply & transport costs. Overcharges will be refunded upon shipping
Shipping fees do not apply to the states of Alaska & Hawaii or orders of Curtains, Custom, Wholesale, Trade and Discounted orders
If you require an expedited delivery option please contact the studio directly at mquanstudio@mquan.com and we will try meet your timing needs
RETURNS & EXCHANGES POLICY: Refunds, exchanges & credits are available within 3 days of receipt
In-stock orders may be returned for refund. Please note there is a 10% restocking fee and shipping fees are not refundable
Pre-orders may be exchanged or returned for credit
Custom orders are final sale
To return or exchange a purchase please email mquanstudio@mquan.com
Purchaser is responsible for ensuring the item is returned in its original condition, using original packing material and extra when necessary. Returns must be sent via UPS or Federal Express, insured for the full purchase amount, and safely packed in order to be eligible for a refund. Once received intact, a refund (minus the 10% restocking fee) will be issued. Packing instructions can be found HERE
Note: If an item is broken during return shipping due insufficient packing the purchaser will be responsible for the cost of the piece.
Exchanges will be issued a store credit once the returned item is received in its original condition. The replacement piece may be purchased through our website.
*Please contact mquanstudio@mquan.com for ship to address
*Write RA#Order number on the outside of the box.
RETURN PACKING INFO: The general rule of thumb for ceramics is that you should not be able to feel the ceramic piece through the protective wrap. The work should then be placed within a box at least 2 inches away from the box walls and packed tightly with packaging filler so that the work does not shift during transit. If you have any questions regarding safely packing our work please do not hesitate to reach out. Instructions can be found HERE. Returns that arrive broken in transit due to insufficient packing will not be accepted or refunded.
TAXES: All purchases delivered within New York State are subject to state sales tax of 8.875%
Thank you!