Shipping policy

STORE PICKUP - see our address

Orders can be picked up Tuesday - Sunday, 12pm - 6pm. An email will be sent when your order is ready for pickup.

For Physical Products, SHIPPING

For physical products - not including Original Paintings nor Original Prints - Orders are generally shipped within 72 hours (Monday - Friday) using whatever carrier infrastructure our printers worldwide are using. We use printers in the United States, in places like Los Angeles and in Western Europe, including printers in Germany, the Czech Republic and more.

Keep in mind that our designs ship from multiple locations worldwide and that you may be on the other side of the world when you place your orders. 

For order placed in the US that are domestic, and produced in the US, you can expect approximately 14 business days from the day you receive your tracking number (which is when your order will have been received by the carrier for shipment). 

US to Europe, and Europe to the US can vary significantly depending on supply chain problems that are still lingering from the pandemic. We've observed 2-3 weeks for standard delivery rates once you've received confirmation with a tracking number for you order. 

For Orders placed to Central or South America: shipping times vary wildly and we have had hold ups at customs where products will sit there for 2 weeks before they make the last mile of the journey to our LatinX customers. We have been lucky enough to have good support from these communities in these geographies, but if you are new to us, please do read this and take that into consideration. We want you to have the best experience possible with us. And we want you to get your goods in a timely manner. We love your support and will keep working toward finding better solutions; the customs problems are however out of our hands. 

For Orders placed to Japan, Singapore, UAE and other international Asian countries: The shipping costs can be very expensive and the delivery time is often unpredictable. Please take this into consideration. We love your support and will continue improving out carrier selection as we grow internationally.  

The print partners we use:

We've vetted these and selected these printers for several key reasons; the most relevant are: 

1.) Quality of raw material used. For example, are the materials sustainably sourced, for example, recycled or organic? We bias strongly toward sustainable raw materials.

2.) Quality of the printing. We have tried many printers and even with high quality raw materials we've been disappointed with many of them in terms of the quality and fidelity of our designs; to that end, the printers we use are the ones we consider the best of the many we have vetted.

3.) Reliability of the shipping carriers used. By this we mean, the shipping carriers that our printers have used to ship sample products to us when testing different products being shipped worldwide. Because we ship worldwide (almost) we care about you getting your goods as soon as possible. That being said, your orders may include products printed in the Czech Republic and some printed in Los Angeles and other parts of the US and Europe. Ship times vary; and we cannot predict customs issues worldwide - especially now with lingering supply chain problems from the pandemic persisting and other unnamed but very real problems that we cannot predict as a result.

We do our best.

We cannot guarantee ship times. We can guarantee that when your order gets assigned a carrier you will receive a tracking number for the initial carrier. We cannot guarantee tracking of your item if and when it is handed off to a local (read: state or federal or public carrier like USPS).

If you live in Mexico, for example, many carriers handoff the packages to Mexican Postal Services, with a new tracking number which is actually not a tracking number that works. You will eventually receive your package but in that example, we cannot provide insights into when. In other cases, when shipping from Europe to the United States, we've seen packages arrive as soon as a week after processing, with packaged shipping within the US taking more than 3 weeks because of carrier strikes. 

We do our best to make sure you get your good as soon as possible, but there is only so much we can control. We do our very best to provide you with transparent insight into our processes and only use carriers with tracking; however, carriers as mentioned do make handoffs when crossing borders, so please keep that in mind. We are here to help.  

Original Paintings and Prints

If you are ordering an original work from Aquetzalli or one of our prints, we manage the shipping and handling ourselves, choosing a carrier here that we trust and can be tracked. These products ship from Mexico, where we produce and manufacture all of our original art work, at the time of this writing.

If we are using a partner printer and their delivery method, the standard operational time is 2 - 7 days after the order has been processed which can take between 5-9 days; you're looking at 2 weeks before your order goes out the door and gets on a plane or boat or truck. Our shipping fees are based on where you order the product from, and where you are physically located. This is quite standard for online e-commerce stores. When we can: we build the shipping cost into the price of the product you are ordering; however, more often than not, a portion of the shipping cost is passed on to you automatically at checkout based on your location.

We will continue to optimize pricing so that the burden is not exclusively on any one market or customer segment or on us. 

It is expensive to ship all around the world.

We appreciate your business. Thank you for all of your support. 

We are transparent in how we structure costs: to ship any given item it costs us in some cases nearly 100% of the production cost before we set the margin on the product; in the best case shipping eats 20% of our margin. We price to be fair all the same, both to you and to us. We need to cover our operational costs and we aim to provide better-than-market salaries to our employees. We also source, as mentioned, from printers worldwide that we have vetted.

In our mind, it's worth sending you a great, sustainable and beautiful product with our great designs printed beautifully on them and that it is worth it that it takes 3 weeks for you to receive it. Better this, in our mind, than it is for us to use cheaper or faster options to send you products we, Aquetzalli, cannot stand behind as a brand or as humans. We hope you feel the same way. 

If you have question you can alway contact us at info@aquetzalli.art; please include in the headline "shipping policy" or use whatever subject line you feel like. 

Stay in touch and stay well,

the Aquetzalli team