Shipping Questions:
Q: How do I know exactly how long my order will take?
A: 1. Check the "Print Options" section for your product's production time
2. Add shipping time (5-7 days domestic, 10-21 days international)
3. For specific questions, contact psawyer@pamasawyerdcartwork.com
4. Refer to Print Options for processing time for each piece as they are made to order.
Q: Do you ship internationally?
A: Yes, we ship worldwide! International shipping typically takes 10-21 business days for standard shipping or 5-7 business days for express. Please note that customs fees and import duties are the responsibility of the buyer.
Q: How do you ensure my artwork arrives safely?
A: We take extensive precautions in packaging, including custom-sized boxes, acid-free tissue paper, corner protectors, and bubble wrap. All pieces are clearly marked as fragile and include insurance coverage.
Q: Can I track my order?
A: Yes! Once your order ships, you'll receive an email with tracking information. You can monitor your shipment's progress from our studio to your door.
Returns Questions:
Q: What if I'm not happy with my purchase?
A: Your satisfaction is important to us. Original artwork can be returned within 14 days of delivery, and prints within 30 days, provided they're in original condition. Please contact us first to initiate the return process.
Q: What if my artwork arrives damaged?
A: If your artwork arrives damaged, please:
1. Take photos of the damage
2. Contact us within 48 hours of delivery
3. Keep all original packaging
We'll work quickly to resolve the situation through replacement or refund.
Q: Can I return a custom commissioned piece?
A: Custom commissioned artwork is non-returnable as it's created specifically for you. We encourage detailed discussion before beginning any custom work to ensure your vision is captured perfectly.
Q: How do exchanges work?
A: We offer exchanges within 30 days of delivery. You can exchange for items of equal or lesser value, paying any difference for upgraded items. Contact us to initiate the exchange process.
Payment & Insurance Questions:
Q: Is my artwork insured during shipping?
A: Yes, all shipments include insurance coverage to protect your investment during transit.
Q: How are refunds processed?
A: Refunds are processed within 5-7 business days of receiving your return and are issued to your original payment method.
Special Circumstances:
Q: Do you offer rush shipping or expedited orders?
A: Since each piece is individually created after ordering, we cannot offer rush shipping or expedited processing. Our standard production time is 6-9 business days, plus shipping time. This ensures each piece meets our quality standards.
Q: What if I need a piece by a specific date?
A: Please plan ahead and order well in advance of your needed date. Contact us at psawyer@pamasawyerdcartwork.com to discuss current production times and shipping estimates for your location.
Q: What about seasonal weather concerns?
A: During extreme weather conditions, we may adjust shipping methods or temporarily hold shipments to ensure artwork safety. We'll communicate any weather-related delays.
ORDER MODIFICATIONS & CANCELLATIONS
1. Order Modification Window
- Modifications can be requested within 24 hours of order placement
- Changes must be submitted via email to psawyer@pamasawyerdcartwork.com
- Include your order number in all correspondence
- Modifications after production has begun may not be possible
2. Cancellation Policy
- Orders can be cancelled within 24 hours of placement for full refund
- Cancellations after production has begun will incur a 25% materials and labor fee
- Custom commissions have specific cancellation terms outlined in the commission agreement
PRODUCTION PROCESS FAQ
Q: How long does it take to create my made-to-order piece?
A: Each piece is individually created upon order and requires 5-7 business days for production, plus 1-2 days for packaging. Total processing time before shipping is 6-9 business days.
Q: Can I request modifications to my order?
A: Yes, within 24 hours of placing your order. Contact us immediately at psawyer@pamasawyerdcartwork.com with your order number and requested changes.
Q: Why does it take 6-9 days before shipping?
A: As each piece is made to order, we carefully create your artwork from scratch, ensure proper drying time, and carefully package it for safe delivery.
Q: Do you keep artwork in stock?
A: No, we create each piece individually upon order to ensure the highest quality and personalization for our customers.
Contact & Support:
Q: How can I get help with a shipping or return issue?
A: Contact us immediately at [your email] with your order number, and we'll respond within 24 business hours to assist you.