If you’ve selected insured shipping, your item will be shipped with our partner, Arta. Arta provides competitive rates for packaging, delivery and insurance through qualified transportation companies. Every shipment includes real-time tracking and notifications.
How does Arta determine the service tier and packing type?
Arta analyzes details such as object type, materials, dimensions and value to identify the safest and most economical packaging. Fragile materials or unusual shapes may require additional bracing and padding, which Arta accounts for when preparing your shipment.
How does Arta predict the packed dimensions?
Based on the item attributes, Arta consolidates as many items as possible and calculates exterior dimensions according to the padding required between and around objects.
Why do I need to complete an export form?
As the seller and primary beneficiary of the sale, you are the exporter of record. Arta prepares a commercial invoice and files the export electronically. You simply need to confirm that the item details are accurate and authorize Arta to export the goods on your behalf.
Where is my order?
Each Arta shipment includes a tracking page that updates automatically as your shipment progresses. You’ll find a link to this page in every status update email from Arta. No login is required to view tracking details.
Some sellers integrate Arta tracking directly into their sites. If you haven’t received your tracking link, contact the seller for updates.
If your tracking isn’t updating or you have concerns about your shipment, please contact Arta.
How do I clear customs?
International shipments must be cleared by customs before delivery. The carrier will contact you when the package arrives in your country to collect any applicable duties or taxes.
No action is needed until the shipment arrives in the importing country. Arta provides all necessary export data.
A local phone number is required for customs. If your contact information needs updating, reply to any Arta email or contact Art.
Customs authorities or carriers may request identification or proof of payment.
Duties and taxes must be paid promptly to avoid the shipment being returned. You’ll be responsible for any related return or reshipment fees.
What if my purchase is damaged or lost?
In the rare case that your item is damaged or lost, Arta’s Shipping Protection team will guide you through the claim process.
Email claims@arta.io as soon as possible and within seven (7) days of delivery. Claims submitted after this period are subject to review.
Include the following:
3–5 clear photos of the entire object and its condition
2–3 photos of the packaging (interior and exterior)
A description of the issue
Arta shortcode, seller reference, or tracking number
Do not discard the item or packaging until Arta confirms next steps for repair, appraisal, or disposal.
Shipping Protection also covers total loss in cases of non-delivery. Lost shipment investigations may take up to 30 days. Once complete, the shipment will be declared lost or delivered.
Claims typically take 4–8 weeks to resolve, including investigation, documentation, and payout processing.