Ubisoft Art Gallery

QUESTION:

Where can I find my order history?
Has my order shipped?
How do I get my tracking number?
Can I change my shipping address?
Can I change my shipping method?
How long will my shipment take to arrive?
What is your refund policy?
How do I request a refund?
What about damaged items?
How do I cancel my order?

ANSWER:


Order Information

Where can I find my order history?

You can find all the information regarding your orders ( order number, status, etc…) in your account section here.


Shipping Information

Has my order shipped?
Once your order ships, you will be sent a confirmation email to the email address used during checkout. 

Alternatively, you can click here to look up your order and see the shipping status.   
 
How do I get my tracking number?
Once your order ships, you will be sent a confirmation email to the email address used during checkout. The tracking number will be added in this email.
Alternatively, you can click here to look up your order and see the shipping status. 
 
Can I change my shipping address?
For pre-purchases, you may request to have your address updated up to 15 days before the official release of the item in question. If you need to update your address, please open a support case with us,  and we can update your shipping address.
If it is not a pre-purchase or you are past the cutoff, please reach out to the courier handling your order to have your order re-routed or held at a convenient location for pick-up.
If your shipment is not successfully delivered it will be returned to us, and once this happens we can process a refund or reship (if stock permits).
 
Can I change my shipping method?
Unfortunately, you cannot change your shipping method after you’ve submitted your order. Orders with physical shipments are immediately sent for fulfillment when they are submitted, and our system can no longer retrieve or change them.
 
How long will my shipment take to arrive?
The Ubisoft Art Gallery offers two different types of shipping methods to choose from. Each shipping method allows for different dates of delivery.
Orders will typically ship the next business day after the order has been placed.
Please keep in mind that orders will not be shipped on weekends or holidays. Orders that are placed during these times will be shipped at the beginning of the next available business day.
 
Standard Shipping
Standard Shipping will be delivered three to five business days after the date of shipment.

Expedited Shipping
Expedited Shipping will be delivered one to two business days after the date of shipment.


Returns & Cancellations

What is your refund policy?
We want you to be thrilled with your new art piece. If for any reason you would like to return or exchange your art, please contact our customer support within 30 days of receiving your order and provide the following:

- Photos of the front, back, and sides of the item (if applicable)
- Photos of the packaging (if applicable)
Afterward 30 days, we will not be able to accept your request for a return. All items must be kept in their original condition to be eligible for return
Returns are accepted for either store credit of the full order value including shipping, or a full refund less our actual shipping costs. Ubisoft Art Gallery Originals and limited edition items may only be eligible for a return under select circumstances

How do I request a refund?
To request a refund, you can submit a Refund Request ticket to the Ubisoft Store support team by clicking here.
Note: For the fastest service when submitting a ticket, please log in to the same Ubisoft Account which was used to make the original purchase.
When contacting Ubisoft Store support you will be asked for your order number, so please have your order number ready. If you do not know your order number, you can click here to look up your order.

What about damaged items?
In the rare case that your art arrives damaged, please contact us immediately so that we can document the claim and process a replacement for you at no charge.
To contact us about this, please click here and provide the following:
- Photos of the front, back, and sides of the item (if applicable)
- Photos of the packaging (if applicable)
Upon discovery of the damages, please do not dispose of any of the packaging or materials included within your order, as they may be needed for further investigation.

How do I cancel my order?
If you wish to cancel or modify an order, please contact us as soon as possible as once your order is in production we are unable to make changes. Orders enter production as soon as 1 hour after placing your order.

Associated Platforms

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