FAQ

WHAT IS BOB AND LU LU ART?

Bob and Lu Lu Art is a DBA of Bob and Lu Lu’s Works of Art, LLC.  We are a registered and trademarked company in the State of Arizona, USA, with the registered and trademarked divisions of Lu Lu, The Blue Flamingo and The Dumb Banana.  Bob and Lu Lu Art features the children’s picture book Lu Lu, The Blue Flamingo and original artwork & product designs by Robert Lon Barber, LCSW-Emeritus.

IS BOB AND LU LU ART AN ACCREDITED BUSINESS?

Yes!!!  Bob and Lu Lu Art is an accredited business with the Better Business Bureau (#1000090243) and has an associated D-U-N-S Number (#121050122) with Dun & Bradstreet.

HOW DO I CONTACT BOB AND LU LU ART?

For your convenience, we have four ways to reach us.  The fastest way to contact us and receive a response is through our Direct Store Contact Form.

DIRECT STORE CONTACT FORM - (Please access under the Contact Us Section and include your telephone number)

EMAIL - Bobandluluart@gmail.com

TELEPHONE - (888) 296-2205 (Monday-Friday 9am-5pm)

MAIL - BOB AND LU LU ART,  PO BOX 5146, Scottsdale, AZ 85261-5146, USA  

Please send all mail correspondences to our address that are only intended for Bob and Lu Lu Art and not to the actual POD company as the POD company is not legally permitted to open correspondences that are not addressed to them and will be returned to the sender. 

DOES BOB AND LU LU ART HAVE ANY RETAIL LOCATIONS?

No, we are strictly an ecommerce business based on the Shopify Platform and utilize Print On Demand (POD) Companies that integrate with Shopify.  All of our art & product images are original and designed by us and are printed and fulfilled upon your order and shipped directly to you from the POD Company.  Subsequently, we do not print or manufacture any of our store items, nor do we have a warehouse.  We utilize only three POD companies (Printful, Printify and Jetprint) that have the highest customer satisfaction reviews, ratings and quality control for printing, material resources, production and delivery.  All of our products are printed in the USA by Printful and Printify except for our watch designs, which are printed by Jetprint in China and are made from quality Seiko and Citizen quartz movements, parts, etc.   

HOW LONG DOES IT TAKE TO MAKE AN ITEM?

Generally, it takes 2 to 5 business days on average for the POD company to print and make products.

PLEASE NOTE:  Our products are made by different POD companies and item production times will vary accordingly.  Additional factors that may affect production times include but are not limited to the following extraneous factors that are outside of our control:  Corona/COVID-19 Virus, virus variants & diseases; Holiday Factors; Natural Disasters & Weather Factors; Unexpected POD Company Changes, Cutbacks & Labor Shortages; Product & Resource Chain Supply Shortages & Issues; Mode of Transportation Issues & Shortages; Technological Issues; Current Geo-Social-Political Events; Increased Volume Ordering; Fuel & Power Issues; etc.

Product Disclaimer:  Sometimes, there might be a "vinegary" print smell on the garments you receive because it was confined during shipment.  This is normal and only temporary and will dissipate once it is out of the shipping bag and/or washed.

WHAT ARE SHIPPING TIMES AND WHAT DO I NEED TO KNOW?

Shipping, Delivery and Transit Times will depend on various factors, including the POD company and their courier arrangements, available couriers that deliver to your address, and... when applicable... the type of delivery options and courier choices that you select upon checkout if available (in some cases, Standard Delivery may be the only option).  Shipping Rates are automatically calculated at Checkout and are included in the Final, Total Cost.  The three POD companies that print our products utilize the top couriers to ship orders locally and internationally with competitive rates.  

Because most of our products are printed and made in the USA, shipping times are greatly reduced.  In regards to our watches, shipping times are longer as they are printed in China and typically take 13 to 18 business days for Standard Delivery (For the USA, Standard Delivery may be shorter in 10 to 15 business days and Express Delivery may only be 3 to 5 business days.) 

PLEASE NOTE:  SHIPPING, DELIVERY AND TRANSIT TIMES are only time estimates that cannot always be guaranteed for various factors and may require additional business days for the item(s) to arrive.

As our products are made by different POD companies, shipping will commence as soon as the item is fulfilled and this will naturally influence delivery times.  Also, please be aware that should you be ordering different products that are printed from different POD companies, these items and their shipping times will vary and will most likely arrive on different dates.  Additional factors that may affect Shipping & Delivery Times include but are not limited to the following extraneous factors that are outside of our control:  Corona/COVID-19 Virus, Virus Variants & Diseases; Holiday Factors; Natural Disasters & Weather Factors; Unexpected POD Company Changes, Cutbacks & Labor Shortages; Product & Resource Chain Supply Shortages & Issues; Mode of Transportation Issues & Shortages; Technological Issues; Current Geo-Social-Political Events; Increased Volume Ordering; Fuel & Power Issues; etc.

We apologize but are unable to predict and guarantee any shipping and transit time associated with any of our products and hope that you can understand.

Generally, Standard USPS Shipping within the contiguous United States (excluding Alaska, Hawaii and Puerto Rico) takes on average 3 to 7 business days (excluding holidays) to arrive but may take longer if the courier is experiencing unexpected changes & delays, limited availability of transport, etc.  International Shipping takes on average 5 to 15 business days (excluding holidays) to arrive but may take longer if there are extraneous factors, etc.  

ESTIMATED SHIPPING DELIVERY TIMES

USA:  3-5 BUSINESS DAYS

CANADA: 5-10 BUSINESS DAYS

WORLD: 10-20 BUSINESS DAYS 

We highly recommend including your phone number in the order process, especially when ordering internationally - this will help minimize the risk of an order being lost in transit and make delivery of the order smother.

An additional fee for Customs and Tax may occur on International Orders (i.e., shipments outside the USA) depending on the destination country and may vary depending on your order value, country limits and other factors based on the product itself.  Should there be a fee, the end recipient/customer is responsible for paying this.  This fee is not in our control and is assessed by your local Customs Office.  Custom's policies vary widely for every country and may be checked with your local Customs Office directly to see if they apply duties and taxes to your purchase.  

WRONG ADDRESS:  If the customer provided an address that is incorrect or considered insufficient by the courier, the shipment will be returned to the POD company's headquarters.  The customer will be liable for reshipment costs once the updated address is confirmed.

LOST SHIPMENTS:  It is the customer's responsibility to file any claim with the shipping courier for a lost shipment if the courier's tracking indicates that the package was delivered.  Unfortunately, in such cases, the POD company will not make any refunds and will not resend the product.

UNCLAIMED SHIPMENTS:  Shipments that go unclaimed by the customer are returned to the POD company's headquarters and the customer will be liable for the cost of a reshipment.  All Unclaimed Items will be donated to charity after four (4) weeks.

RETURN SHIPPING COSTS:  The customer is responsible for paying the shipping costs for returning items.  Shipping costs are non-refundable, and if you receive a refund, the cost of return shipping will be deducted from your refund by the POD company.

Please refer to our Shipping Policy.  (Please note:  All policies shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purposes whatsoever.)

IS THERE A PRODUCT GUARANTEE AND WHAT DO I NEED TO KNOW?

Yes!!!  We want you to be happy with our products and offer a 30 DAY GUARANTEE (minus shipping costs) that matches the policies of the POD company against mislabeling, damages, defects in printing, materials and manufacturing (with the exception of E-Gift Cards and Original Art) or if a wrong item was received and begins on the date of delivery.

We recommend and ask that you immediately inspect all purchases upon receiving and should any item evidence mislabeling, damages, defects or was not what you ordered, please send us a notice via our DIRECT STORE CONTACT FORM (under the Contact Us Section) within seven (7) days and we will advise on how to proceed as each POD company has different steps - This will help allow enough time to address any concerns and still allow for a timely return to the POD company if necessary.  We address every request on a case-by-case basis and will try our best to work towards a satisfactory solution.  FOR ITEMS PRINTED BY PRINTIFY, CUSTOMERS WILL NEED TO DIRECTLY PROCESS THEIR CONCERNS WITH PRINTIFY VIA THEIR DIRECTIVES AS NOTED IN THEIR EMAIL AND FOLLOW PRINTIFY'S STEPS AND PROCEDURES.

PLEASE READ CAREFULLY AND NOTE THE FOLLOWING:  ALL GUARANTEES, REFUNDS, REPLACEMENTS (i.e., same product, same size and same value) AND RETURNS MUST MEET ELIGIBLE REQUIREMENTS AND ARE SUBJECT TO REVIEW AND APPROVAL BY BOB AND LU LU ART AND THE POD COMPANY!!!

FAILURE TO MEET THE FOLLOWING REQUIREMENTS BY THE CUSTOMER, INTENDED RECIPIENT OR THIRD PARTY AS SET FORTH BY THE POD COMPANY WILL RESULT IN A CLAIM DENIAL AS THESE REQUESTS ARE REQUIRED BY BOB AND LU LU ART AND THE POD COMPANY! 

PLEASE NOTE THE FOLLOWING REQUIREMENTS FOR ELIGIBLE GUARANTEES, REFUNDS AND RETURNS:  

  • All items must be returned in the Original, Same Condition as it was received by the customer, intended recipient or third party.
  • All items must be returned in the Original Package with the Order Slip by the customer, intended recipient or third party.
  • All items must have no visible signs of wear or usage by the customer, intended recipient or third party.
  • All items must evidence no damage by the customer, intended recipient or third party.
  • All items returned by the customer, intended recipient or third party must include all original parts or accessories. 
  • All claims for eligible Guarantees, Refunds and Returns must be submitted within 4 weeks after the product has been received.
  • All claims for for packages lost in transit must be submitted no later than 4 weeks after the estimated delivery date.
PLEASE NOTE:  ALL ITEMS ARE CONSIDERED "CUSTOM MADE" BY BOB AND LU LU ART AND BY THE POD COMPANY FOR THE CUSTOMER AND FALL UNDER THE CATEGORY OF ALL SALES ARE FINAL!  WE ARE CURRENTLY UNABLE TO OFFER ELIGIBLE GUARANTEES, REFUNDS, RETURNS, REPLACEMENTS OR EXCHANGES FOR THE FOLLOWING CONDITIONS OR REASONS:
  • BUYER'S REMORSE & UNWANTED ITEMS
  • CUSTOMER ERROR
  • MISORDERED APPAREL ITEMS AND SIZE, COLOR & QUANTITY SELECTIONS (We understand how important it is to have a good fit and that is why we have included size charts to help in making your selection – we ask that you refer to this before ordering!!!  Our apparel comes from POD companies based in the USA and are thus based on USA Size Cut Standards and not on European or Asian Cut Size Standards and are generally made from pre-shrunk cotton.)
  • MISORDERED NON-APPAREL ITEMS AND SIZE, COLOR & QUANTITY SELECTIONS
  • FACE MASKS (Unfortunately, due to the insidious nature of the Corona/COVID-19 Virus, virus variants and other infectious diseases, we are unable to accept any returns and make any refunds or replacements on any of our face masks and hope that you can appreciate our policy on this matter as “All Sales are Final” regarding these products.) 
  • ORIGINAL WORKS OF ART (Original Works of Art include any fine art pieces that are hand created and include paintings, drawings, mixed-media, etc., and do not qualify for Returns or Refunds and fall under the category of “All Sales are Final.”)
  • E-GIFT CARDS (All Bob and Lu Lu Art E-Gift Cards do not qualify for Returns or Refunds and fall under the category of "All Sales are final.")
Our Refund and Return Policies last thirty (30) days and match the POD company's Refund and Return Policies.  If 30 days have passed since receiving your purchase, we cannot, unfortunately, offer you a refund or replacement, nor can we accept any claims or items returned more than 30 days after the delivery date.  

The Return Address is set by default to the POD company's address unless otherwise specified or if it is needed to be sent to Bob and Lu Lu Art - We will advise.  Once your package has been received, you will receive an automated email notification from either the POD company or from Bob and Lu Lu Art.

Notification for EU consumers:  According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods that are made to the consumer's specifications or clearly personalized and any sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

Please refer to our REFUND & RETURN POLICY.  (Please note:  All policies shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.) 

HOW DO I PROCEED IF MY PURCHASE HAS NOT ARRIVED BY THE ESTIMATED DELIVERY DATE?

First, given possible shipping delays and related factors (as identified in the Shipping Section above), we recommend giving the shipping process an extra 2 to 5 days and double check your Shipping Confirmation Email, the Estimated Delivery Date and the Address Information - please make sure that the address information you provided is correct and up to date!  After waiting a couple of extra days, if your order still has not arrived, please send us a notice within five (5) days via our Direct Store Contact Form (under Contact Us).  After checking your Shipping Confirmation Email and should you notice that the Address Information is incorrect or not up to date, we advise that you contact the courier directly and see if they can rectify the issue as the POD company is not responsible for wrong or insufficient address information given by the customer.  You can send us a Direct Store Contact Form notice (under Contact Us) and let us know!  Unfortunately, there's little that we can do if the shipping information was wrong or insufficient.  We also suggest checking with your local post office (or given courier) to see if they have your package and also ask your neighbors to see if by chance the courier left your parcel with them!!!

WHAT ARE THE STEPS INVOLVED IN MAKING A RETURN OR REFUND REQUEST FOR PURCHASES THAT WERE MISLABLED, DAMAGED, DEFECTIVE OR NOT WHAT I ORDERED?

  • First, we ask that you inspect all items upon receiving, and should there be any concerns, please immediately contact us within seven (7) days by using our Direct Store Contact Form (see under Contact Us) and include the best phone number and email address to reach you along with your Order Number, Item Name/Description and describe what is wrong with the purchased item and whether you want a product replacement or refund. SHOULD THE ITEM OF CONCERN BE PRINTED BY PRINTIFY, PLEASE FOLLOW THE PROCEDURES AS NOTED ABOVE AND FOLLOW THEIR DIRECTIVES VIA THEIR EMAIL.
  • Second, please send us clear photos of the item being addressed with your Order Number, Item Name/Description and contact information and email to: Bobandluluart@gmail.com.  Please note that the POD company will need these photos in order to proceed with your request.
  • Third, we will review your request and forward to the POD company and they will review your request and photos and assess if it is eligible based on their Return & Refund Policies.  After the POD company makes their decision, they will contact us and inform on how to proceed.  If the POD company determines that the issue was caused by an error on their part, the POD company will either issue a refund or a replacement.  Please note, Bob and Lu Lu Art and the POD companies reserve the right to refuse returns and issue refunds at its sole discretion.  
  • Fourth, after we receive notice by the POD company, we will immediately notify you of their decision and the next step on how to proceed as each POD company has their own unique directives - i.e., some POD companies will first send a Return Merchandise Authorization (RMA) while others don't require it.
  • Fifth, we will notify you of where to return the item depending on the POD company's directive - i.e., either to their headquarters or directly to Bob and Lu Lu Art.
  • Sixth, once your return is received and inspected, you will receive an email notifying that your return was received. 
  • Seventh, we will continue to keep you informed of the Refund & Return Process.

HOW CAN I CANCEL OR CHANGE AN ORDER?

As soon as the customer submits payment, the order transaction (including all information) is immediately finalized and automatically sent to the POD company.  Unfortunately, it is not possible to edit or cancel your order once this has occurred.  However, if you need to change some parameters - i.e., address change - please contact us via our Direct Store Contact Form as soon as possible.  We will do our best on a case-by-case basis but please note that we are not bound to make such modifications in your order. We recommend and ask that all customers double check their purchases (i.e., referring to apparel size charts to make sure that they selected the right fit) and all included information before submitting payment.    

WILL I RECEIVE EMAIL NOTICES LIKE ORDER CONFIRMATIONS, PAID RECEIPTS AND SHIPPING & TRACKING LINK INFORMATION?

Yes!!!  Customers will receive automatic email notices sent to the email address that was provided by the customer to Bob and Lu Lu Art regarding Order Confirmation, Paid Receipts, Shipping Order Confirmation, Shipping Sent Confirmation and Tracking Links regarding shipping, delivery and transit time information.

WHAT ARE THE CUSTOMER'S RESPONSIBILITIES?

All customers are responsible for entering the correct information when ordering items and associated details, including payment information, billing addresses, mailing addresses, contact information, etc.  It is also the customer's responsibility to follow the steps, guidelines and timeframes as outlined by Bob and Lu Lu Art and the POD companies in filing a claim for Eligible Refunds and Returns.

WHAT ARE BOB AND LU LU'S RESPONSIBILITIES?

We are committed to offering the best customer service that we can and promise to be honest, ethical, transparent and professional in our business dealings with all customers, the POD companies and any associated providers of service.  It is our responsibility to uphold our business commitments, policies and product representation as an accredited business.