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 and prints can be returned within 7 days of delivery 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 7 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.