Refund and Returns Policy

All sales are final. Refunds will only be issued if your order has not shipped yet, or for any of the reasons listed on this page.

For any refund/replacement inquiries, please contact support@pkuai-art.com and include your order number/ID, as well as any supporting details and documentation.

Damaged Orders

If your order arrives damaged, please contact us within 1 week with photos of the product and packaging. We’ll be happy to send a replacement or issue a refund for the affected product(s) on a case-by-case basis.

We take care to package your order securely, but once it leaves our shop, damage can sometimes occur during mail sorting or delivery, which is unfortunately outside of our control.

Lost Packages

Please reach out to us and we may offer a one-time courtesy replacement or refund. If requesting a replacement via tracked shipping, we will require the buyer to pay for the shipping label.

Please refer to the below timeline on when to reach out to us / when a package is declared ‘lost’:

Lettermail/untracked: If your order has not arrived within 15 business days of shipping.

Tracked: If it has been 15 business days since the last shipping update, or 5 business days from delivery notice.

If a package is marked as ‘Delivered’ but hasn’t arrived at your address, it may have been misdelivered nearby or held at your local post office. We recommend checking with neighbors and contacting your local post office first before reaching out to us.