Effective October 16, 2026
This page sets out how Neape orders are collected and shipped. It forms part of our Terms. Neape is operated by Sakae Holdings LLC.
1. Where We Ship
Every order ships from New York to street addresses within the United States. We cannot deliver to PO boxes, and we do not ship internationally at present. All finished pieces travel by carrier, including within New York City.
2. Carriers and Cost
Orders are sent by USPS or UPS, and we choose the carrier best suited to each piece. The shipping cost depends on the size of the piece and the delivery ZIP code, and is shown at checkout before you pay. A separate fee applies to Alaska and Hawaii.
Every shipment is tracked and insured. First artwork is delivered against a signature.
3. Timing
Each piece is made to order. Orders usually ship within one to two weeks, counted as follows:
- Framed photographs: from the day you pay.
- Illustrated portraits: from the day you approve your proof. The first proof usually reaches you within a week of your order.
- First artwork: from the day your original reaches us.
These are estimates and not guarantees. Tracking details are sent by email when your order ships, and carrier delivery estimates are not guaranteed.
Order deadlines for holiday delivery are published on the Website ahead of each holiday.
4. Your Address
Please check that your shipping address is accurate and complete. If it needs to change, write to info@neape.com as soon as you can. We can change it at no cost until the shipping label has been created. Orders returned to us because of an incorrect address are sent again at your cost.
5. Getting Your Artwork to Us
For first artwork, we collect the original from your home.
Manhattan and Brooklyn. We collect your artwork by hand, at a time we agree with you and at no charge.
Everywhere else in the United States. We send you a packing kit with a prepaid, insured label, and the cost of the kit is shown at checkout. You pack the artwork as the kit’s instructions describe, and USPS or UPS collects it from your home on a day you choose. Artwork packed in any other way travels at your own risk.
We recommend that you photograph both sides of the artwork before it leaves you. We write to you as soon as it has arrived safely.
If a packing kit has not been used within ninety days of reaching you, we may close the order and refund it, less the cost of the kit and labels.
6. Damage and Loss
Illustrated portraits and framed photographs. If your piece arrives damaged, we will remake it and send it to you at no cost.
First artwork. If the frame or glazing is damaged and the artwork itself is unharmed, we will send a prepaid, insured label, reframe the piece, and return it to you at no cost. If the original itself is lost or damaged, Section 6.5 of our Terms applies.
How to tell us. Write to info@neape.com within seven days of delivery with your order number and photographs of the piece, the packaging, and the shipping label. Please keep the packaging until we have replied.
Missing packages. Our responsibility for a shipment ends when the carrier confirms delivery to the address you gave us. If tracking shows a package as delivered and you have not received it, or it appears to be lost, write to info@neape.com and we will open a trace with the carrier.
7. No Returns
Every piece is made to order for one family, and all sales are final. Orders cannot be cancelled, returned, exchanged, or refunded once payment is made, except where our Terms say otherwise.
8. Contact
For questions about a collection or a shipment, write to info@neape.com with your order number.
