Welcome to the FuKaRustic Help Center. Below you will find answers to the most common questions regarding our global shipping, photo customization process, returns, and payment security.
1. Shipping & Delivery
Q: Where do you ship to?
A: We offer complimentary standard shipping to the United States, United Kingdom, Australia, Canada, and the European Union.
Q: How much does shipping cost?
A: Shipping is Free for all orders in the regions listed above. There are no hidden fees, customs surcharges, or minimum purchase requirements.
Q: Are there any additional taxes or duties for international customers?
A: No. We use an “All-In” Delivered Duty Paid (DDP) pricing model. All applicable international shipping costs, logistics fees, import duties, VAT, GST, and HST are calculated and included directly in the final price at checkout. Your order is shipped as DDP—the price confirmed at checkout is the final price you pay.
Q: How long will it take to receive my order?
A: Because every order features custom-designed artwork based on your uploaded photos, our estimated delivery timelines are:
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Art Creation & Production Time: 1 – 3 business days.
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Transit Time (United States): 14 – 17 business days.
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Transit Time (UK, Australia, Canada, and EU): 19 – 22 business days.
Q: Which carriers do you use?
A: We partner exclusively with top-tier global logistics providers, including DHL, FedEx, and UPS, to ensure safe and timely delivery.
Q: Is my shipment insured?
A: Yes. Every shipment is fully insured against loss or damage during transit for your complete peace of mind.
2. Custom Photo Art & Personalization
Q: How does the customization process work?
A: It’s simple! Choose your product, upload your favorite photo (family, pets, couples, or friends), and select your preferred artistic style (e.g., Sketch, Doodle, Watercolor, or Painted effect). You can also add custom text, names, or special dates. Our design team will then transform your photo into a unique piece of artwork.
Q: What photo quality is required?
A: To ensure the best possible print result, please upload clear, high-resolution photos with good lighting. While our designers work magic with your photos, extremely blurry or low-resolution images may affect the final print quality.
Q: Can I return a custom-made piece?
A: Due to the made-to-order nature of personalized artwork, custom products are exempt from standard return policies. They cannot be returned or exchanged unless they arrive damaged, defective, or with a manufacturing error on our part.
3. Returns & Refunds
Q: What is your return policy for standard (non-custom) items?
A: European Union (EU): 14-day return window from the delivery date. USA, UK, Canada, and Australia: 30-day return window from the delivery date.
Q: What are the conditions for returning a standard item?
A: The item must be completely unused, in its original condition, and returned in its original export-grade packaging.
Q: What if my custom order arrives damaged or defective?
A: Please inspect your order upon arrival. If your item arrives damaged or has a printing defect, take clear photos/videos of the issue and packaging, and contact us at support@fukarustic.com within 48 hours of delivery. We will immediately send a free replacement or issue a full refund.
Q: Who pays for return shipping?
A: Defect / Transit Damage: FuKaRustic covers the full cost of return shipping or replacement. Change of Mind (Non-custom items only): The customer is responsible for return shipping costs.
Q: Where do I send my return?
A: EU Customers: Authorized returns should be sent to our regional hub: Im Dorf 65c, 51381 Leverkusen, Germany. USA, UK, CA, and AU Customers: Please contact support@fukarustic.com for specific instructions and the regional warehouse address.
4. Product & Print Characteristics
Q: Why does the color of my physical product look slightly different from my screen?
A: Minor variations in color hue and tone between digital screens (which display in RGB light) and physical prints (which use CMYK inks) are normal. Our design team works carefully to ensure color accuracy, but slight display variations are an inherent part of printing personalized artwork.
5. Payments & Security
Q: What payment methods do you accept?
A: We accept major credit cards (Visa, Mastercard, American Express, Discover) and digital wallets (Apple Pay, Google Pay, Shop Pay).
Q: Is my payment secure?
A: Absolutely. All payments are processed through Shopify Payments, an encrypted and PCI-DSS compliant payment gateway. We never store your full credit card information.
6. Corporate & Customer Support
Q: How can I contact customer support?
A: You can reach us via email at support@fukarustic.com or call us at +1 (307) 313-2806. We guarantee a response within 12 hours.
Corporate Information
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Company Name: FuKaRustic Limited Liability Company
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Managing Director: Doan Thu Phuong
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Registered Address: 1021 E Lincolnway Suite 9880, Cheyenne, WY 82001, USA
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Customer Support Hours: Monday – Saturday, 7:00 AM – 7:00 PM (GMT-7, Mountain Time)