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Shipping, Guarantee & Return Policy

GENERAL SHIPPING INFORMATION

  • FREE SHIPPING  for any print orders shipped to USA and Canada destinations.
  • International Shipping Orders may incur additional taxes and duties depending on destination. You are responsible for resolving this with your local government, and any additional costs (above normal S/H fees) are attributed to you. Returns are NOT accepted if you are unable to pay any local taxes and duties. Shipments outside the USA to approved destinations are charged normal S/H fees. 
  • Payments Must Be Made in USA Dollar Funds Only:  any prints or merchandise including Gift Cards purchased  on this website must be paid for in USA dollar funds only

DAMAGE CLAIMS AND CARRIER POLICIES

Shipping - Handling Damage Claims  Please note, this is VERY rare --- and all of my art pieces are inspected and packaged by professionals before shipment. My intent is to make any shipping damage claim be resolved as smoothly as possible. My policy is: Any damaged piece that occurs during shipping transit is eligible for replacement at no cost to you. However, the carriers have strict requirements (protocol) I cover that in the next paragraph below.

You cannot cancel an order for a full refund because it was damaged during transit.

Carefully inspect the packaging prior to accepting for any visible signs of wear on the shipping container no matter how minor, and make a note with the carrier so they can document it. If a signature is not required by the shipping agent, you MUST take clear photos of any damage to the shipping container prior to opening

Carrier Requirements: This is urgent. Shipping Carriers have strict policies stating Damage Claims must be reported within 36 hours of Delivery! NO EXCEPTIONS!   The shipping agent notifies me of the exact time and date the package was delivered.  

Proof of Damage: After you notify me by email, provide me with clear -- sharp photos showing the damage to the packaging and the artwork. I will then forward the photos to my print lab for review. Once approved, a replacement will go into production and shipped out to you. Depending on the print format, you may be required to repackage the damaged artwork in the exact same manner for returns. If that is the case, I will provide you with the shipping address.

 

Thom Schoeller's personal Satisfaction guarantee for his Luxe print products

MY GUARANTEE

I am committed to providing you with a wonderful personal service experience, and world-class Fine-Art. I have shipped art prints to over a thousand happy clients throughout the USA & Canada, a few to Australia, and Europe. I look forward to having many more join them, and I've never had an unhappy client. Your satisfaction is my priority, and you can rest assured I will treat you right to make your procurement an enjoyable experience. 

My Full 5-Year Workmanship & Quality Guarantee on my Premium Print Formats

I firmly stand behind both the workmanship and quality (defects) of my Premium Print Formats with a full 5-year Guarantee. Those print formats are: 

- HD Acrylic Gallery mounted prints.

- Prints mounted on DiBond Aluminum (metal)

14 Day Guarantee for Print Only (Loose prints) and Canvas Photo Prints 

Traditional Print Only (loose prints) and Canvas Photo prints are backed with a 14 -day return policy. Custom sizes or alterations requested of myself by the purchaser are not eligible for a return. Once you have a loose print mounted, placed behind mat board or in a frame -- voids the 14 -day return window.

You must notify me directly by email or phone before returning the artwork and state  The artwork MUST be repackaged in the original shipping carton and arrive at my destination in brand new condition. When it arrives, and after it's inspected by myself you will be credited the full amount. Please review my "Returns Policy" below. 

 

HANGING SYSTEM ALTERATION POLICY

If my pieces are altered or modified in any manner, that will void the 1-year quality guarantee. Never alter the hanging system that my premium print formats are intended to be wall-mounted with. If you have any of my Frameless pieces custom framed and mounted with traditional wire hanging systems, this also voids the 1-Year quality guarantee. 

DEFECTS OR QUALITY ISSUES

Print Quality and Defects  Contact me within 2 days of receiving your order. It is very important that you carefully inspect your piece in good lighting when it arrives. If the issue is workmanship quality or defect related, I'll provide a replacement. I require clear and sharp photos and an explanation of the defect to approve a claim. Once approved, a replacement goes into production and is shipped out in the same manner as the original piece.  

Photographic paper prints are not returnable or refundable after you have them mounted, framed, placed into a frame, or physically crop/resize them in any manner. 

Poor Illumination on your new artwork is NOT a Defect or Quality Issue:   The most beautiful art pieces, displayed in less than ideal lighting, might not look their best. As luminous as my Premium prints are, they will always benefit from proper lighting to illumination to come to life. I cannot guarantee your indoor lighting quality, therefore, it's important not to judge the detail and overall quality of the piece until you are able to view it in proper lighting or outdoors in brighter natural light.

RETURN POLICY

I am confident you will be pleased with the quality of my fine art prints. I offer refunds for any print (see conditions below) returned in brand new condition within one week of receipt, as notified to me by the shipper. The refund will be processed once we receive the returned artwork. Refunds are not given for prints damaged due to neglectful storage or display. I am also unable to exchange or accept returns for customer-related errors such as colors not matching to YOUR iPhone or monitor.  

The following conditions apply:

  • The patron is responsible for shipping and handling fees for returned merchandise  
  • Returned merchandise must be repackaged in the exact same shipping carton and manner they arrived in. These cartons are specifically designed for safe artwork transport. If the piece arrives at my destination with any signs of damage from handling or repackaging and is not in pristine gallery condition the return is nullified. 
  • Returned merchandise should be insured for its full value  
  • Ordering the "incorrect size" for your application is not the fault of the merchant. Every piece that ships are custom made to your specifications when you placed the order. 
  • CONTACT ME - I will provide you with a Return To Address before you ship the artwork 
  • Refunds are approved only after receiving and thorough inspection of the returned artwork to ensure it's in perfect condition, and that it can be displayed in an art show or event 
  • Premium print mediums -- Acrylic and Mounted on aluminum (Metalprints) are custom hand-made works of art are not eligible for returns (see below) 

​​My Premium Print Formats - Acrylic and Mounted on Aluminum -  These works -- if delivered in new condition (damage-free) are all custom hand-made works of art and are not eligible for returns. I have never had a request to return an Acrylic or Aluminum (Metalprint) if a dispute were to arise and a return is demanded, return shipping and handling fees are the responsibility of the purchaser, plus a restocking fee of 20%  

 

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I hope you're Enjoying my Galleries! 

If I can I offer assistance, or answer any questions you may have, please use the Inquiry Form below. Whether your interest is  ♦ Photography Classes ♦ Portrait Sessions ♦ or you have any questions about the Imagery or the Print Formats I offer.

You can voicemail me directly if you prefer at 860-717-2227.  

 

 

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