Customer Service

Each order is custom-printed and hand-made one at a time and can take up to 4 weeks to make.  The art will be professionally packaged and shipped with insurance via a national carrier. Please choose carefully as we do not take returns or give refunds. All special orders require payment in full when order is placed.  While we understand that this may seem overly strict, we offer start-to-finish hands-on interior design assistance, and the all-important Virtual Installation tool, so you can view a mock-up of the art on your wall and work with our design team to get it perfect.  You’ll know exactly what you’re getting, and feel confident before ordering.

Our professional packaging ensures exceptional protection in transit, should you notice damage to the outside of the box/crate, we recommend asking the carrier to remain while you unbox it, and document the process via video.  Likewise, if you find damage to the art, please immediately send the video to us at design@gugunderwater.com.  You may need to use a file transfer service such as WeTransfer if the video file is large.  We can then begin the insurance claim process, submit for a return authorization with the carrier, and we will begin making you a replacement.  

For international shipments please email the gallery at design@gugunderwater.com. For rush orders call the gallery at 954-579-8096.

Shipping is calculated by the size & weight of the order’s largest item, and the delivery zip code. You will see the shipping cost for your item in the shopping cart before you complete your purchase. For shipping to Hawaii, Alaska and all international shipments please contact the gallery – design@gugunderwater.com.

Shipping for smaller items (usually 40″ and below) will usually be via UPS Ground, FedEx Ground, or a similar trusted carrier, and you will receive a tracking number when the label is created.  Larger shipments will be shipped via a freight carrier, and the tracking is referred to as a PRO number, trackable on the shipper’s website.  Please note that a small percentage of freight shipments end up with a “final-mile carrier” (particularly in rural locations), where the original freight company hands it off to a smaller, local delivery company to move the cargo from a major city hub to your home.  While the insurance is still valid, there is sometimes a disconnect in the tracking between the two companies.  But you will usually still be informed of a delivery window by the final-mile carrier, so please ensure your contact info is accurate when ordering and be checking your email (including spam folder) and voice mail frequently in the day leading up to your freight delivery.  For freight, expect a very large truck to arrive (sometimes an 18-wheeler), and please note that freight drivers, just like the FedEx driver, do not bring the freight into your home.  But a big smile and super-friendly hello goes a long way if you try to politely ask them to, for example, help you bring the VERY heavy wood crate into the garage or closer to the front door, etc.  Never hurts to ask, but just know that it’s asking them to exceed their responsibilities.