Shipping Policy
Here’s what to expect from the paint queue to delivery, including tracking, shipping addresses, international orders, and carrier issues.
Painted commissions are made to order and are not ready for immediate shipment.
Important Summary
- Painting generally requires 2–3 weeks of active studio time once your commission reaches the front of the queue; complex pieces may take longer.
- Queue-calendar dates, completion dates, and delivery windows are estimates, not guarantees.
- Tracking is sent when a label is created; carrier transit starts after carrier acceptance.
- Every product we ship is insured for its full value for added peace of mind.
- Customers are responsible for accurate addresses, applicable international import charges, and fees caused by refused or undeliverable shipments.
- Report damaged, missing, or incorrect items under our Refund & Return Policy.
1. Production & Queue Estimates
Commissions are completed based on queue position, studio capacity, complexity, materials, and actual work required. Painting generally takes 2–3 weeks of active studio time after a piece reaches the front of the queue; this does not include time spent waiting in line.
Our paint queue calendar automatically generates projected slots and dates from information entered by Dungeon Master Minis. Those dates can change and are not promised start, completion, shipment, or delivery dates. Equipment issues, curing, supply delays, illness, and other circumstances can extend production time.
2. Shipping & Tracking
Orders ship once painting, finishing, quality review, packaging, and any required approvals are complete. Tracking is provided when a shipping label is created or the package is handed to the carrier. Tracking may not update immediately; the carrier’s transit window begins only when it accepts the package.
Fully Insured Shipments: Dungeon Master Minis purchases shipping insurance for the full value of every product we ship. If a shipment is damaged or lost in transit, contact us so we can review the issue and assist with the applicable claim. Insurance coverage and claim decisions are subject to the insurer’s terms; coverage does not eliminate the need to report problems or provide supporting photographs and packaging.
3. Addresses & Delivery
Customers must provide a complete, accurate shipping address and request any correction before shipment. Changes cannot be guaranteed once fulfillment begins or a label is issued. Customers are responsible for reasonable address-correction, rerouting, recovery, storage, and reshipping costs caused by inaccurate information.
Carrier delays, missed scans, weather, holidays, customs processing, and routing interruptions may affect delivery. If tracking reports delivery but the package is missing, contact us promptly so we can review the available shipping records and any applicable carrier claim. Theft or loss after verified delivery is generally outside our control, subject to applicable law and any verified shop or carrier error.
4. International Orders
International customers are responsible for destination-country customs duties, VAT, import taxes, brokerage and clearance fees unless explicitly stated otherwise at checkout. Customs inspections, unpaid charges, and import restrictions may delay or prevent delivery. These charges are separate from our product and shipping prices.
5. Refused & Returned Shipments
Refusing delivery, failing to collect a package, or providing an incorrect address does not automatically cancel an order or create a right to a refund. Unless required by law or agreed in writing, refused or return-to-sender shipments are not refundable.
Customers are responsible for reasonable return shipping, storage, carrier, customs, correction, and reshipping charges arising from customer-caused delivery failures. Any required charges must be paid before a returned item is sent again.
6. Damage, Missing Items & Related Policies
If an order arrives damaged, incomplete, or incorrect, contact us within 30 days of delivery with your order number and photos of the item and packaging, as detailed in our Refund & Return Policy. Keep the original packing materials while the claim is reviewed. This request does not limit rights provided by applicable law.
Our Commission Terms & Conditions cover painting, customer approvals, custom work, and other service requirements. Nothing in this Shipping Policy excludes rights or remedies that cannot legally be limited.
7. Questions?
For shipping questions, tracking concerns, or address corrections, email info@dmminisus.com.