Returns & Refunds

Every piece we make is printed from your photo, just for you, so our policy is built around two things: making sure you love the image before we print, and making it right if anything arrives wrong. This covers every format we sell, whether your order is a jigsaw puzzle, a gallery canvas, a framed canvas, a fleece blanket, or a digital download.

Before You Approve and Pay

Nothing is printed and you aren't charged until you actively approve a proof and complete payment. If you change your mind beforehand, simply don't complete the order. There's nothing to cancel and no charge.

After You Approve and Pay

Once you approve your image and pay, your order goes straight into production. Because each piece is a one-of-a-kind item made from your photo, paid orders generally can't be cancelled or returned for a refund, the same way any personalized photo gift can't be resold. Production is triggered as soon as payment confirms, so there is normally no window in which an order can be recalled. This is the reason the proof comes first: the decision point is the proof, not the checkout.

If Something's Wrong, We'll Fix It

Our reprint promise: if your order arrives damaged, or the print quality isn't what the proof promised, contact us within 14 days of delivery and we'll reprint and reship it at no charge. A photo of the issue helps us sort it out fast.

This is a warranty rather than a mail-back return: there's nothing to send back to us, and you're never asked to pay shipping on our mistake. It applies to every printed format at every size. What the materials and print resolution should look like when they're right is set out on our quality and materials page.

Digital Downloads

A high-resolution digital copy is included free with every physical order, and is also sold on its own. Because a digital file is delivered immediately and can't be returned once downloaded, digital-only purchases are non-refundable. If the file itself doesn't arrive, won't open, or isn't the image you approved, email us and we'll fix or resend it.

If you buy the digital version and later decide you'd like it printed, what you paid for the download is credited back in full against a physical order of the same portrait, so you're never charged twice for the same artwork.

Wrong or Undeliverable Address

Please double-check your shipping address at checkout. If a package is returned to us as undeliverable, we'll reach out to arrange reshipping. We ship within the United States only at this time.

How to Reach Us

For anything to do with your order (a problem, a question, or a special situation), email hello@thecuriousthing.com with your order details and we'll take care of you. It reaches the two people who run this shop. This policy is part of our Terms of Service.