Motosequel | Help Center

Do you offer free worldwide shipping?

Yes, we offer free shipping with tracking to most locations around the world! We operate a global production network and have a production facility on most continents which allows us to produce and quickly deliver artworks for free. Our production facilities are located in the US, Canada, Mexico, UK, Spain, and Australia.

Where does Motosequel ship to?

We operate a global production network and ship worldwide to most locations around the world but due to legal restrictions and shipping carrier limitations, we currently do not ship to the following countries:

Afghanistan, Algeria, Angola, Argentina, Benin, Bolivia, Botswana, Brazil, Burkina Faso, Burundi, Central African Republic, Chile, Colombia, Comoros, Djibouti, Ecuador, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, French Guiana, Gabon, Gambia, Ghana, Guiana, Guinea, Guinea-Bissau, Iraq, Israel, Jordan, Kenya, Kiribati, Kuwait, Lebanon, Leone, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Niger, Nigeria, Papua New Guinea, Paraguay, Peru, Rwanda, Senegal, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Sudan, St. Pierre & Miquelon, Sudan, Suriname, Tajikistan, Tanzania, Togo, Tunisia, Turkmenistan, Uganda, Uruguay, Venezuela, Yemen, Zambia, Zimbabwe

When will my order ship and arrive?

Orders are processed and shipped within 2-3 business days of purchase and our estimated delivery times are:

US, UK, Australia, Canada, Mexico: 2-5 business days
Continental US, Alaska, Hawaii: 4-8 business days
EU: 2-5 business days
Rest of the world: 7-14 business days

Will there be any custom fees?

We try our best to print your artwork in one of our production facilities closest to you. But in rare occasions where your country is not in or near one of production facilities, some customs fees may occur. The fee may vary depending on order value, country limits, etc. You as a customer is responsible for these fees.

How can I change my shipping address after placing an order?

To ensure you receive your artwork successfully, please double check that you have provided us with the correct shipping address when placing your order.

We want to get your artwork to you as soon as possible, thus unfortunately we cannot change or update your shipping address within 6 hours after placing your order. Once your order has shipped, we are unable to make any change to your shipping address, and you would need to contact the shipping carrier directly to make any changes.

To change the shipping address for your order, please send us an email as soon as possible to team@motosequel.com.

Do you ship to P.O. boxes?

Sorry, we don't ship to P.O. boxes, please provide an alternative shipping address.

How do I track my order?

Once your order has made it through our production facility and dispatched, you will receive an email to the provided email during the checkout with tracking details and an expected delivery date from the shipping carrier. If you do not receive a email consisting of a tracking number/link after 7 business days, please send us an email at team@motosequel.com and one of our client experience team members will get back to you right away.

*Please note, it can take up to 48 hours for the shipping carrier to post tracking updates.

I never received my print. Is it lost?

It is possible that your order has been delivered to a local carrier pickup point, or that your order has been returned to us. Here are some steps you can take:

Look for an attempted delivery note on your door
See if someone else has accepted the delivery on your behalf (family members, neighbors, colleagues, etc)
Contact the shipping carrier directly via the link in your tracking email

If you still cannot locate your parcel, do not hesitate to reach us at team@motosequel.com with your order number, we will do our best to help you!

Can I return my purchase?

We want you to smile when you receive your art. If, for some reason, you are not happy with the purchase please contact us and we will fix it.

If you have simply changed your mind you can make a return on you order within 14 days. If 14 days have gone by since your package was delivered, unfortunately we can not offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. All frames and mat boards need to have protective plastic cover still on them and the products must also be returned in the original packaging in order for us to accept the return and be able to make full refund.

If you like to make a return email us at info@motosequel.com with reason of contact set as "I want to make a return”, and let us know which items you would like to return so we can open a return
request for you.

We do not offer return shipping labels at this time.

You will be responsible for paying for your own shipping costs for returning your package. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

There are certain situations where no refund or only partial refunds are granted:

Items with obvious signs of use
Any item not in its original condition and is damaged for reasons not due to our error
Any item that is returned more than 14 days after delivery
Any items that have not shipped back in the original packaging

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify
you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of business days.

Shipping
To return your product, you should contact us before you ship your package to the return address that is stated on your shipped package. Once the return is made you need to send us a tracking link or shipping receipt for the return package in order for us to make the refund (if applicable) for you without any delays.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

If you are returning an item, you should consider using a trackable shipping service, or purchasing shipping insurance, because we can’t guarantee we’ll receive your returned item.

Can I exchange a product?

We do not have an exchange policy at this time. If you would like to exchange a received product for something different, it is processed like a regular return.

You will need to send the product you have received back to us, so you can receive a refund and then make a new order.

My print arrived damaged, what do I do?

In rare cases, shipping carriers may not care for the packages as much as we'd like them to and may arrive damaged. Please let us know as soon as you receive your order and we will replace it for you right away at no cost to you!

Please contact us at team@motosequel.com and provide the following information:

Email address that you used when placing the order
Order number
Customer name
Photo of damaged or incorrect item.

One of our client experience team members will get back to you as soon as possible.

I have received the wrong item. What do I do?

In the rare case that you may receive a different print than to the one you have ordered, please contact us at team@motosequel.com withing 7 days of receiving your order, and we will arrange a re-delivery for the correct items at no cost to you.

How can I cancel or change my order after I have placed it?

You may cancel or amend your order within 6 hours of placing it. This is to ensure your order gets shipped out as soon as possible and you can enjoy your artwork sooner. If you made a purchase by mistake, please email us right away at team@motosequel.com.

Unfortunately, we cannot exchange or cancel your order after 6 hours, as it will have already gone into production.

My order is a gift - can the invoice be removed from the package?

No Problem! All our prints arrive with no receipt inside as we strive to be as environmentally friendly as possible.

To ensure that your surprise is perfect, we recommend using your own email address rather than the recipient's.

Can I add a gift note?

Unfortunately, it is not possible to include a gift note with your print order at this time. We understand that many of you would like the option to personalize your gift with a note, and we are actively seeking a solution. Please stay tuned for updates.

Are your products eco-friendly?

All of our products are made from sustainable materials. We use wood and posters from responsibly managed forests (FSC certified) and non-toxic, water-based inks for our prints. This not only ensures that our products are safe for your home, but it also helps to protect the planet for future generations.

*FSC certification ensures that wood harvested from forests are responsibly managed and provide environmental, social and economic benefits.

Learn more: https://us.fsc.org/en-us/certification

What payment methods do you accept?

We accept all major credit cards and PayPal.

Which currencies do you support?

We currently support direct payment in the following currencies: