Frequently Asked Questions

 

How can I contact you?

Please email me using the Contact Form or at rylannwatts@gmail.com for inquiries about shop orders, other questions, or business inquiries.

Can I return, exchange, or cancel my item?

Returns:
Customer satisfaction is very important to me. For original artwork, if you are not satisfied with your purchase, a full refund (not including shipping costs) will be accepted when notified within 14 days of delivery. The refund will be honored once the item has been successfully shipped back and received in its original 100% undamaged condition within 30 days of the return request.

It is the buyer’s responsibility to safely re-package the product the same way it was received for a damage-free return transit. To facilitate this, it’s important that you keep all shipping materials in good condition until you are 100% satisfied with your purchase. The cost of a return shipment is at the buyer’s expense. It is also the buyer’s responsibility to choose a suitable delivery service that insures them for the value of the products.

For commissioned artwork, there are two opportunities for refunds: (1) If you decide to cancel a custom order before a sketch has been started, I will offer a full refund. (2) If you do not approve the final project result, you can request a 50% refund of the payment cost.

We reserve the right to reject any returns or refunds that do not meet these conditions.

Exchanges and cancellations:
We do not accept exchanges or cancellations.

An item I want is sold out. Is there any way you can paint a duplicate piece as a custom order?

Currently, I create one-of-a-kind original oil paintings only. No prints or duplicates. However, please let me know if you are interested in a sold-out item. If there is high-enough demand, I will consider a limited release of prints for particular pieces.

When will my order ship?

ORIGINAL PAINTINGS: Processed & shipped within 2-7 working days once payment has been received in full.

COMMISSIONS: When ordering a commissioned artwork, you will be notified of an estimated completion date before payment. Processing times for custom orders vary from project to project and currently range from 2 to 4-weeks depending on the size of the painting.

Note: If you are purchasing an item as a gift, please order at least one month in advance to ensure you receive it on time for your special occasion.

How long does shipping take?

All orders are shipped from the US.

You will receive tracking info upon dispatch via the email entered at checkout. Shipping is unavailable for PO boxes.

Estimated shipping times are currently 4-7 days US and 1-2 weeks internationally.

How much does shipping cost?

Shipping costs are automatically calculated at checkout depending on size of original or custom artwork, delivery location, and chosen delivery service. 

Can I combine shipping?

Any time you checkout with more than one item in your cart, the shipping is automatically combined for those items in your cart. If you place two or more separate orders, shipping is not combined. However, if you place these orders in close proximity (within 24 hours of each other), I may be able to combine shipping and refund the excess amount.

Can I track my order?

If tracking is available for your order, the information will be included in your shipping confirmation email. Please check your junk folder if you don't see it in your email inbox.

All orders to the USA have a USPS tracking number. International orders may or may not have tracking, depending on the delivery destination.

I accidentally provided the wrong address or an incomplete address. What should I do?

All items are sent to the shipping address you supply via checkout. Please make sure to double check the given delivery address before purchasing. If you have provided the wrong address, please contact me immediately. If your package has not yet been shipped, I can update the information for you. If the order has already been shipped, we will not be able to correct the address or cancel the delivery.

We are not responsible for replacing or refunding a package. It is the buyer's responsibility to double check the address during checkout and make sure all information is accurate and up-to-date.

In the event of a package being returned to us due to an incorrect shipping address entered at checkout, we are happy to resend the artwork, with the buyer covering the cost of re-shipment.

Be sure to turn on mail forwarding if you have recently moved residence so that all mail forwards to your new address. 

What if my package doesn’t arrive?

Buyers are responsible for tracking their shipment via the provided tracking information sent by email & ensuring availability to accept delivery. If a product reaches its destination but is not received or becomes lost after an attempted delivery, it is the buyer’s responsibility to directly contact the shipping company for resolution or re-delivery.

A refund (excluding shipping costs) can only be issued if the artwork/print is successfully returned to us undamaged within 30 days of the initial delivery attempt.

Can you write a special message for a gift recipient?

If you have any special instructions for your order, there is a box in your cart where you can leave me a message. When time permits, I will try to meet these special requests.

Will you share my commissioned artwork on your social media? 

I enjoy filming and photographing the creative process and sharing it on TikTok, Instagram, and YouTube. I may record the process of creating your custom ordered piece. However, since it is a painting of your own personal photo provided by you, I will request and require your permission before sharing such content on social media platforms.

How do custom orders work?

When ordering a custom pet portrait, landscape, or still-life painting from your photo, follow these steps:

1. Select the size and place your order
2. Send your favorite photo(s) (up to 3 images) by email (rylannwatts@gmail.com) for review and shortlisting (include any specific requests in this message if you wish).
3. Once we have chosen a reference photo for the project, I will begin work. During the final touches to your painting, you will receive a high-quality photo to confirm your satisfaction. We will communicate through email on questions and suggestions. If you wish to have any details or aspects of the artwork changed, we are more than happy to do so within reason. If you require a significant change, this will incur an extra charge. Please note that we may not be able to make some significant changes once the artwork is completed due to the nature of the materials.
4. Upon completion, I will send you photos of the finished painting for approval. Upon your approval of the final result, I will ship the painting via mail and supply a tracking number.

My custom oil painting commissions have an average 3–4-week turnaround time. If you need the order by a specific date, please don't hesitate to reach out and let me know. I am happy to work with customers in cases of time-sensitive orders. 

There are two opportunities for refunds on custom orders: (1) If you change your mind before a sketch has been started on a custom order, I will offer a full refund. (2) If you do not approve the final project result, you can request a 50% refund of your payment for the order.

How are paintings packaged?

All paintings are packaged flat and protected in an acid-free glassine sleeve. The sleeve is then sandwiched between either foam board or sturdy cardboard to ensure safe transit. Each painting is signed on the front and back. A certificate of authenticity and instructions for care are included.

We aim to use packaging materials that are as recyclable & ecofriendly as possible while still protecting your artwork during transit.

Does my painting come framed?

We currently do not offer any framing options, all paintings will arrived unframed.

How are customs and tax fees handled for international orders?

Any additional customs or tax fees that may occur when the package reaches your country are the responsibility of the buyer. These charges will vary depending on where you are located. We are not responsible for any of these fees.

Do you offer discounts?

We offer several annual sale events. Product prices and shipping costs are subject to change at any time. If you have already placed your deposit for a commission, an increase or decrease in price will not affect your original quoted cost.

Copyright information:

Rye Watts retains the copyright for all commissioned artwork. Rye Watts also retain the copyright for any prints of commissioned artworks. No commissioned artworks may be reproduced, altered, or copied without Rye Watts’ written permission. Rye Watts will never recreate or reproduce a client’s personal commission for anyone else unless given permission by the client. Rye Watts reserves the right to share commissioned artworks for self promotional purposes.

The copyright for any of my non-commissioned artworks remain with Rye Watts and Rye Watts alone reserves the right to reproduce those images. Those who purchase any of my non-commissioned artwork do not have any rights to reproduce the image unless Rye Watts also sells the copyright to them. Rye Watts reserves the right to use sold original and commissioned artwork for promotional purposes online and in other promotional areas.

If you have requested and given Rye Watts permission to create a time-lapse and/or real-time video of your commission, Rye Watts will solely retain the copyrights to these video(s). Rye Watts also retains the right to solely upload, distribute, and monetize these videos.

Other Terms & Conditions

• All customs fees and taxes are a responsibility of the customer.
• By ordering any of these products, you agree to be bound by the terms and conditions stated on this website.
• By placing an order, you affirm that you are at least 18 years old or have a parent’s permission.
• Commissions may be recorded, documented, and posted on this website and social media sites.
• Shipping costs and payment fees are recognized before purchase.
• These terms and conditions are subject to change at any time.