Shipping and Delivery Policy

Shipping & Delivery Policy

Made to order. Shipped worldwide.

Every Hiroshi Nagai print is made specifically for your order and shipped worldwide. This policy explains how delivery works and sets out the terms that apply to every order.

Effective 7 November 2026 · 16 sections · 7 min read
Worldwide
Where we deliver
We ship to customers all over the world, printed as close to you as possible.
3 days
Shortest delivery estimate
Posters in our core network: 3–6 business days. Elsewhere in the world: up to 20 business days.
30 days
To report a problem
Report damage, a defect, a wrong item, or a parcel marked delivered but not received within 30 days.
01

Destinations

In short We ship worldwide. Your piece is printed by the partner closest to your delivery address.

We deliver worldwide. To keep journeys short, each piece is printed by the production partner closest to your delivery address.

  • Core network: United States, Canada, United Kingdom and Europe. Poster (3–6 business days), Canvas (4–7 business days), Framed (5–8 business days).
  • Regional network: Australia, New Zealand, Japan, Singapore and Brazil. Poster (6–10 business days), Canvas (8–13 business days), Framed (10–16 business days).
  • Rest of the world: printed at the nearest partner facility and sent by international courier. Usually 10–20 business days.

Shipping costs for your country are shown at checkout before you pay. Import charges may apply when a parcel crosses a border (see section 07).

02

Delivery times

In short From order to delivery: 3–8 business days in the core network, 6–16 in the regional network and usually 10–20 elsewhere. These are estimates, not guarantees.

Each delivery timeframe is the total number of business days from order placement to delivery, including production time. Business days exclude weekends and public holidays in both the origin and destination countries.

Framed prints take longer because each piece is mounted, framed, and inspected before dispatch.

Delivery times are estimates, not guaranteed dates. We cannot offer express delivery or promise arrival by a specific date. Unexpected delays (weather, carrier delays, customs clearance, strikes) do not entitle an order to cancellation or refund while in transit.

03

Cancellations and changes

In short You can cancel or change an order only before production starts. An order cancelled before production is refunded in full.

Every print is custom-made for your order. Production begins shortly after payment confirmation.

To request a cancellation or change (address, print size, or frame type), email support@hiroshinagaiprints.com immediately with your order number. Once production has started, the order can no longer be modified or cancelled.

04

Delivery address

In short Provide a complete, accurate address. We do not deliver to PO boxes, APO/FPO/DPO addresses, or forwarding services.

You are responsible for providing a complete delivery address (including unit/apartment numbers) and a valid phone number. We cannot deliver to PO boxes, APO/FPO/DPO locations, or parcel forwarding services.

05

Tracking

In short Every parcel is tracked. We email tracking details as soon as your order is dispatched.

When your order ships, we email tracking details to allow you to follow delivery progress. If your order contains multiple items that ship separately, each parcel will receive its own tracking number.

06

Multiple parcels

In short Orders with multiple items may arrive in separate shipments on different days.

Certain items (such as large framed prints and unframed posters) are produced at specialized facilities and may ship in distinct packages with individual tracking numbers.

07

Customs and import charges

In short Where import fees apply, they are determined by your local customs authority and paid by the recipient.

No customs fees apply when products are printed and delivered within the same customs zone (e.g., US domestic, Canada domestic, UK domestic, EU domestic).

For other destinations (for example Switzerland, Norway, or countries without a local print partner), import duties or local taxes may be levied upon arrival. These charges are not included in product prices or shipping calculations and are the recipient's responsibility.

08

Delivery and risk

In short An order is officially delivered when carrier tracking marks it delivered to your address.

Delivery includes placement by the carrier at your doorstep, building reception, parcel locker, or designated safe place according to local carrier procedures. Responsibility for the parcel transfers to you upon carrier-confirmed delivery.

09

Failed delivery and reshipping

In short No refunds for packages returned due to incorrect addresses, delivery refusal, or unpaid customs duties.

If a package is returned to us or lost because an incorrect address was provided, delivery was refused, or customs fees were unpaid, a refund will not be issued. We can re-ship the item once reshipping fees are paid by contacting support@hiroshinagaiprints.com.

10

Missing or lost parcels

In short Marked delivered but missing: report within 30 days. No tracking movement: report after 10 business days past estimated delivery.

Marked delivered but missing: Check around your property, with neighbors, or with reception first. If still missing, notify support@hiroshinagaiprints.com within 30 days so we can launch a carrier investigation (typically taking 5–10 business days).

No tracking updates: If your shipment has not arrived 10 business days after the estimated delivery date window, contact us for a lost parcel claim. Confirmed lost shipments will be replaced free of charge.

11

Damaged, defective or wrong items

In short Report a damaged, defective or wrong item within 30 days of delivery, with photos, for a free replacement or a full refund.

Email support@hiroshinagaiprints.com within 30 days of recorded delivery with your order number and photos showing the full print, close-up of defect, box, and shipping label. Keep all original packaging until the claim is resolved. Full details are in our Returns & Refund Policy.

12

Change of mind

In short Every piece is made for your order, so we do not accept change-of-mind returns or exchanges.

This does not remove any right that the mandatory consumer law of your country gives you (for example the right of withdrawal in the EU and UK). Details are in our Returns & Refund Policy.

13

Limit of liability

In short Our liability is strictly limited to the item purchase price and paid shipping cost.

We are not liable for indirect losses, such as third-party framing costs, installation expenses, or event deadlines.

14

Payment disputes

In short Contact customer support first before opening a payment dispute or chargeback.

Please email support@hiroshinagaiprints.com so we can assist you directly. If a dispute is opened, we submit full production, tracking, and delivery proof to your card issuer.

15

This policy and your rights

In short This policy applies to all orders and does not override mandatory statutory consumer laws in your home jurisdiction.
16

Changes to this policy

In short Effective 7 November 2026. The version active at your time of purchase governs your order.

Questions about delivery?

Write to us with your order number and we will reply within 2 business days, Monday to Friday. Please contact us before opening a payment dispute.

Email: support@hiroshinagaiprints.com