My Penguin Friend

Thank you for visiting and shopping at Kelly Zetler Photography. Following are the terms and conditions that constitute our Shipping Policy. Safe Delivery PromiseOur promise to you - if your order is damaged in transit, we will replace it free of charge. Please refer to our Refund Policy for full details. Shipping Rates and Other FeesAll artworks are shipped unframed and include free international shipping.However, for international shipments (outside of South Africa) customs and taxes are for the customer's account.  Customs, Duties and TaxesKelly Zetler Photography is not responsible for any customs and taxes applied to your order. These charges are determined by your country’s authorities and must be settled with the shipping company prior to delivery. If customs and taxes are not paid, the shipment will be destroyed and no refund will be paid. Shipping Method and PackagingPhotographs are shipped rolled in acid-free tissue paper, carefully secured, and placed in durable cardboard tubes. (Please refer to our Handling Instructions before handling your artwork).Please note that, where multiple photographs have been ordered, these will be packaged into a single shipping tube with a maximum of 3 photographs per tube. Should you require separate shipping tubes, please email us when your order is placed.For local (South African) orders: we make use of The Courier Guy to deliver your photograph to your door in all main centres in South Africa. For international orders: we make use of DHL's Express Delivery Service to deliver your photograph to your door in most cities around the world. Shipping TimesProcessing & Shipping time: This is the time it takes to verify your order, payment and printing to order and the time for your order to be shipped from our Print Labs in Cape Town to your destination. We usually aim to process all orders within 7 - 10 business days (Local) 14 - 21 business days (International)  Order and Shipping ConfirmationsOnce you have placed your order with us you will receive an order confirmation email. Please check that the items listed are correct and email us on kzetler@gmail.com if you require any changes.Please DO NOT email to check on order status unless it has been more than 10 business days (locally) or 21 business days (internationally) You will not hear from us until your order has been prepared and has been processed for shipping.You will receive a shipping confirmation email containing a tracking link once we have processed your order for shipping (which means it is ready to ship).This tracking link becomes active once your order has been picked up by the courier.  Paying Duties and TaxesYour courier will email you a secure payment link for any customs and taxes owed. These must be paid before your shipment is released for delivery. Failure to pay these fees will result in the shipment being destroyed, and no refund will be issued. DamagesIf you have not received your order within 21 days of shipping, please contact us on kzetler@gmail.com with both your order number and tracking number so we can trace it. If you received your order damaged, please contact us within 14 days of delivery to initiate a reprint claim (please refer to our Refund Policy for full details). Once you have placed your order online or in-store, you will receive an order confirmation email. Please check that the order details appearing there are correct including the photograph/s you have ordered as well as the shipping information supplied.You will receive an email from us once we have processed your order for shipping. We only do this once your order is packed and ready to go.Please allow up to 24 hours for your tracking link to become active (our shipping partners only start tracking the parcel the moment they have picked it up)

VERY VERY IMPORTANT! PLEASE READ CAREFULLY BEFORE OPENING YOUR PRINT!Do not open the tube. We recommend waiting until you take the print to your framer before opening the tube. Your framer is likely well versed in handling these materials and will have an appropriate working surface.Take a video when opening the tube. In order to be eligible for a reprint under our "Safe Delivery Promise", we require video evidence showing the shipping tube opened for the first time (within 14 days of delivery date). This video should include footage of cutting the "fragile" tape seal and should show the handling of the artwork inline with the instructions noted below from start to finish. If you wish to take the risk of opening the print yourself, please note the following BEFORE opening the tube:Do not touch the printed image. The paper is sensitive to the oils in your skin. We suggest wearing cotton gloves as a precaution. Alternatively handle the photograph on the white borders or back of the paper, do not touch the printed surface.Prepare a surface where you can unroll the print. Find a large flat surface (perhaps the dining room table or your desk). Clear the space and ensure you wipe it clean. Wait for it to dry completely.Have paper weights and your tissue paper handy. The print can be difficult to handle and flatten out as it tends to roll back onto itself. You will need some paper weights or magazines to hold the corners down when unrolling it. Please use the tissue paper provided to protect the photograph while it is flattening out. How to handle your print:Open the tube by removing the packaging tape along the edge and then popping the white lid out. Do not poke sharp items into the tube to remove the lid as this might scratch the print.Remove the print carefully. Take care to pull the print out straight and not at an angle as it could damage the print if it scratches the edges of the cardboard tube.Remove the paper securing the print. Carefully cut the tape that is securing the paper around the print. This is best done with a sharp knife/ pair of scissors. Do not try and wiggle the paper off as this can damage the print. Unroll your print carefully. The print should remain curled up even though the tape and paper have been removed. Unroll the print in small sections. Do not try and do it all in one go. Unroll the first section by placing your hand on the back of the paper and slowly lowering the print with the tissue paper facing down. Add a weight or magazine on each corner to hold it down. Do this until the print is completely flat. Leave it lying flat and facedown for 5 days before turning it over. Do not attempt to turn it over on the day you removed it from the tube as it will spring back into place and can get damaged. Wait 5 days for the paper to flatten. When turning it over be careful not to touch the print. Only touch the white borders around the print. Damaged PrintsPlease note that we make every effort to ensure that all customers receive their prints in immaculate condition. We have spent a great deal of time refining our printing and packaging process to ensure this and have various controls in place to check that these procedures are carried out consistently. Having said that, we understand that accidents can occur.  Damage by the shipping partner: If your photograph has been damaged in shipping, you will have 14 days from the date of delivery to initiate a reprint request.Your photograph will be replaced free of charge with a reprint.Note that this time limit will be enforced strictly as we only have a 30 day window in which to pursue damage claims against the shipping partner.If the packaging tube is damaged in any way when you receive it from our shipping partner, please ensure that this damage is logged by them before accepting the delivery. However please do not attempt to return the package to the shipping partner. We will escalate this from our end.As is detailed in our handling instructions, we recommend only opening the packaging tube with your framer after carefully reading our handling instructions. Please film the opening of the packaging tube, as this serves as evidence that the damage was due to shipping and not due to customer handling of the print.A reprint request authorisation must be requested as soon as possible but at the latest within 14 days of your date of delivery. You must contact us kzetler@gmail.com to request and receive an RRA.Please provide detailed photo/ video evidence of the damage to your photograph/s as well as any damage to the packaging in your initial request as well as the video showing the print being opened for the first time.Once your reprint request has been authorised, you will be requested to provide video evidence of the destruction of the original photograph by tearing it into at least 8 equal pieces.If the above conditions are met, we will replace the damaged print at no cost to you.

Do not open the tube. We recommend waiting until you take the print to your framer before opening the tube. Your framer is likely well versed in handling these materials and will have an appropriate working surface. Take a video when opening the tube. In order to be eligible for a reprint under our "Safe Delivery Promise", we require video evidence showing the shipping tube opened for the first time (within 14 days of delivery date). This video should include footage of cutting the "fragile" tape seal and should show the handling of the artwork inline with the instructions noted below from start to finish.

We are unable to offer returns or exchanges. Kelly Zetler Photography are printed-to-order, limited edition photographic fine art prints.

If you have any other questions, feel free to contact us on kzetler@gmail.com - we would be happy to assist.