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Important Information Regarding Cancelations, Refunds, Returns & Exchanges

In order to be as transparent as possible, I would highly recommend that you read through this page before you purchase. It contains important and valuable information regarding my policies that deal with returns, possible exchanges, refunds, and prints that arrive damaged or flawed.

 

Why are there “Restocking Fees” when an order is canceled or returned for refund?

Because of the nature of the custom “print on demand” service, non-refundable “transaction fees” are applied by my e-commerce business partners, and print provider at the very moment your transaction is submitted and processed. The open end edition and premium limited editions photographic art prints I provide here are not “off the shelf” mass produced items. Each is custom printed and crafted to your order specifications.

These applied “transaction fees” are somewhat like credit card fees and they are part of my cost of doing business via the web. You do not see them but I am responsible for paying them. They are non-refundable to me at the moment the order is submitted and processed. To be clear, I am responsible for paying a 12% transaction fee for open end edition prints and 7% for premium limited edition art prints. As a result of these “transaction fees” being applied, they become a non-refundable “Restocking Fee” when you seek to cancel your order or desire a refund on my premium limited edition art prints.

It is imperative that you thoroughly check over your order for errors prior to submission. It is also very important that you realize, the applicable “Restocking Fee” is deducted from your refund if you wish to cancel your order or seek a refund.

 

What is important to be aware of when ordering?

I want to be clear and as transparent as possible to avoid any possible conflicts that arise from requests for refunds, returns or exchanges.

Policies regarding my open edition art prints are handled slightly different that my premium limited edition art prints. It is important and highly recommended that you read through the information about “Open Edition Art Prints” and “Premium Limited Edition Art Prints” on this page before you order.

All my open edition art prints are printed by my print provider. Bay Photo is one of the worlds largest, and most highly regarded digital printing service providers. They have a strict policy of no refunds. In general terms, all sales are final. However, they do allow for replacement at no cost if your print is received with damage or flaws. Prints that are damaged as a result of improper shipping damage can be replaced, but it will required a claim against the shipper. For more details, please refer to the questions below under the category of “Open Edition Art Prints”.

All of my “Premium Limited Edition Art Prints” are prepared, printed and supervised by me in my studio. I have the advantage of being able to set my own policies regarding any returns, refunds or exchanges. For more details, please refer to my policy guidelines covered in the questions below under the category of “policies regarding my “Premium Limited Edition Art Prints”.

 

Open Edition Art Prints

What can be done if I want to cancel my order for an open edition art print?

Most importantly I want you to be aware of the non-refundable “Restocking Fee” of 12% as noted above. All purchases of open editions are final. Refunds or exchanges are not available. Once orders are started by my print provider cancellations or refunds are not available.

When it comes to order cancellation, I have set up my transactions on open editions so that they are not activated until 24 hours after you submit your order. If you discover you have made a mistake, or you simply wish to cancel your order. You have a window of only 12 hours after you submit your order to cancel. This way, I can make sure your submitted order is terminated before it is processed and started by the print provider. There is not a way you can do this online. I must personally call them, on your behalf if you desire to cancel your order in this timely manner. Once your cancellation is confirmed, I can refund your purchase amount, less the “Restocking Fee”, and any applicable taxes paid. They will be be credited to your purchasing credit card.

 

Who does your open edition print provider use for shipping vendors?

All orders processed through my print provider are shipped domestically and internationally via FedEx. My print provider has reportedly negotiated some unbelievably low prices for shipping. Once you order is accepted and processed you will receive a notification via email confirming your purchase. When the order is completed and ready for shipping you will also receive an email with a tracking number so you will know when it is due to arrive. Upon delivery an adult signature will be required so be sure to have your order ship to a place where an adult can sign for it.

 

What should I do if I receive my open end edition print order and the shipping package shows obvious damage?

You will have only 15 days from the date of receipt to make a claim regarding damaged or flawed images, so please make your claim as soon as possible. All orders will require an adult signature upon delivery. Upon receipt please make a complaint to the shipper if possible. You have the right notify the shipper at delivery time, or to refuse shipment if the package is obviously damaged.

First of all, take pictures of the damaged package before opening. It is very important that you keep all packaging materials so you can ship the package back if requested by the print provider or by myself. Secondly, carefully unpack your order by pulling away or cutting sealing tapes. Do not cut into any cardboard or packaging materials.

Upon unpacking your order, thoroughly check the print for flawed or damaged areas.  In all cases of damaged prints, you will need to take pictures (phone images are ok) in such a way that it shows or reveals the damage or flaw. Please contact me right away by sending an email to me through my contact page along with the images and a brief explanation. In the email please include your order# and the best way to reconnect with you. A valid email address or phone# would be adequate.

In some cases, especially if the damage or quality issue is not apparent in the photos you may be required to send the flawed or damaged print back to me or the print provider so we can determine what the problem could have been. It will be your responsibility to pay for the return shipping.

I will do everything I can to help resolve the issue. In these cases of shipping damage a claim will need to be made against the shipping company. Please be patient as it may take a few days. I will keep you informed as to the progress. Once a determination has been made, it will clear the way for a new print to be made and sent to you at no charge.

 

What should I do if I discover damaged surfaces or flaws in an open end edition print after opening the package?

You will have only 15 days from the date of receipt to make a claim regarding damaged or flawed images. All orders will require an adult signature upon delivery.

Carefully unpack your order by pulling away or cutting sealing tapes. Do not cut into any cardboard or packaging materials. It is very important that you keep all packaging materials so you can ship the package back if requested by the print provider or by myself. Upon unpacking your order, if you find that it is flawed or damaged in any way you will need to take pictures (phone images are ok) in such a way that it shows the damage or flaw and email them to me.

Please contact me right away by sending an email to me through my contact page, along with the images and a brief explanation. In the email please include your order# and the best way to reconnect with you. A valid email address or phone# would be adequate.

I will do everything I can to help resolve the issue. In some cases, especially if the damage or quality issue is not apparent in the photos you may be required to send the flawed or damaged print back to me, or the print provider, so we can determine what the problem could have been. It will be your responsibility to pay for the return shipping.

With orders from my open end editions, I will need to contact the print provider and let them know about the problem. Once the issue is confirmed they will make a new one for you and send it directly to you at no extra cost.

 

Are custom framing costs ordered on my open editions refundable or returnable.

All custom framing charges and products provided with my open edition prints are non returnable or refundable. If you are not 100% positive about your choice of frames and mats, or comfortable with having Bay Photo do the framing, I would highly recommend that you purchase just the print and have it framed locally by your professional framer of choice.

 

What is your policy regarding refunds on your open edition prints?

With my open end edition prints All sales are final and not returnable. Please be sure to check your order specifications carefully. Your orders of open end edition prints are custom sized and printed to your specifications as noted on your order. Because of the custom “print on demand” nature of these orders, my print provider does not accept any exchanges or refunds on orders of open end edition prints. If there are obvious errors in your order, please contact me immediately. I will do my best to resolve any issues you may have with orders that you have received that do not match your ordered specification as listed on your order.

 

What should I do before returning any damaged open edition edition print?

Before packaging for return, please take pictures of the artwork, and the artwork in the packaging prior to closing and sealing the package.Then take a picture of the packaged artwork showing that there is no damage to the package. This protects you by verifying that the artwork was in good condition and was properly protected upon return shipping.

 

Premium Limited Edition Art Prints

What can be done if I want to cancel my order for a premium limited edition art print?

Most importantly I want you to be aware of a “Restocking Fee” in the event you decide to cancel or return an order. It is 7% for my premium limited edition art prints. Please read about transaction fees above as noted at the top of this page.

As a courtesy, I have set up my transactions on my premium limited editions so that they are not activated until 24 hours after you submit your order. If you discover you have made a mistake, or you simply wish to cancel you order, It is imperative that you contact me immediately. You have a window of only 24 hours after you submit your order to cancel. Since these types of orders are processed, printed and shipped directly from my studio it allows me to make sure that your submitted order is terminated in a timely fashion, and your purchase amount, less the “7% Restocking Fee”, and any applicable taxes can be credited to your purchasing credit card.

 

How can I be assured that you send flawless, premium limited edition premium art prints to me?

I do everything in my power to make sure your premium limited edition purchases are sent to you in a “flawless state” and free of defects. I have been printing and creating my own digital premium limited editions for over 15 years. Without expanding upon a plethora of technical imaging information, you can be assured that I am very familiar with the techniques required for fine art digital printing.

All of my premium limited edition art prints are printed and inspected under my supervision. Your custom ordered print will be carefully rolled up inside a paper sleeve. It will be placed into a hard case cardboard tube, insured and shipped directly to the address you noted on your order. For our own insurance purposes, we photograph every limited edition artwork before it is packaged and then after it is packaged as part of a good record keeping policy. We only keep them on file until we are certain your order has arrived and you are completely satisfied.

 

Once I receive my order in the round hard cardboard shipping tube what is the best way to look at it?

There are important considerations to take in account when you un-package one my premium limited edition art print? These types of prints need to be handled carefully. Especially if they are fairly large. In my opinion, it is best to take it to your framer right away and have them unpackaged it and unroll it. They know about proper handling of art work.

If you decide to un-package you art print on your own here are some very important handling instructions. First you need to have a large enough flat table or area to handle unrolling the art print. The print itself is rolled up in a paper sleeve and packed into the hard cardboard shipping tube. When you pull the rolled print out of the tube, the print will have a “roll memory” to it, and it is important you unroll it properly or you may damage or “kink” your art. The paper is fairly thick, heavy and durable.

Be sure to lay the roll on the flat area and un-tape the end of the paper roll. Unroll it slightly until you see the art. At this point you need to weight down this first visible part of the print on the corners so the corners will stay flat on the table. Two or three heavy hardbound books are perfect for this. Once the corners are weighted down you can gently unroll the rest of the print to reveal and inspect your beautiful “premium limited edition art print”. Do not let go as it may “snap roll” back onto itself and possibly cause damage. I trust you will be over joyed with your decision to purchase. Now, gently roll the print back up in a small enough diameter to fit back into the tube so you can take it to your framer.

 

What should I do if a premium limited edition art print is received in a damaged shipping container?

You will have only 15 days from the date of receipt to make a claim regarding prints damaged or flawed as a result of shipper mishandling, so please make your claim as soon as possible. You will be required to sign for delivery from the shipper, so be sure to check the package for any noticeable damage. In the case of a damaged shipping container, please try to notify the shipper upon receipt if possible. Even better, take a photograph of the delivery person holding the damaged container. If the damage is excessive, you have the right notify the shipper at delivery time, or to refuse shipment if the package is obviously damaged.

If you accept the shipment it is imperative that you first, take pictures of the package damage before opening and unpacking. If you open the package and find no damage to the contents you are good to go. If, upon close inspection you find that the premium limited edition art print is damaged as a result of shipper mishandling please take pictures of the damaged art. Photograph it in such a way so that the damage is visible. Phone pictures are OK.

Send the pictures in an email via my contact page along with your order# and a brief explanation. Be sure to send you valid email address or phone# so I can connect with you quickly. I will be responsible for making a damage claim against the shipper. Most likely I will have you return ship the print to me.  In the case of premium limited edition art prints, I will print a new print and return ship it to you at no charge.

 

How should any premium limited edition art print be package for return shipping?

It is very important to simply repack the art in it’s original container for return shipping. Before packaging for return, please take pictures of the artwork, Then take pictures of the artwork in the packaging prior to closing and sealing the package.Then take a picture of the packaged artwork showing that there is no damage to the package. This protects you by verifying that the artwork was in good condition and was properly protected when you present it to the shipper for return shipping. Please remember that return shipping charges are your responsibility.

 

How are your shipping costs on open end edition products determined?

All of my open end edition prints are produced and shipped by Bay Photo. Your shipping costs are based on Bay Photos shipping policy. There shipping costs applied are very fair in my estimation. They also ship world wide through USPS and FedEx. For a look at how they handle their shopping policies you can find out more information here: https://art.bayphoto.com/shipping-policies

 

How are your shipping costs on your limited edition prints determined?

Shipping costs are calculated on the value of the product being ordered. You will always see your shipping costs added in addition to any sales tax, if applicable, on you order.

 

What is your policy on international shipping?

All orders from my Open Edition Collections are shipped domestically and internationally through FedEx, via my print provider. The rates they charge for packaging and shipping are very reasonable. You will see the stated shipping costs in your shopping cart at checkout.

As of this time I am not shipping any orders of my “Premium Limited Editions” internationally. This may change in the future. Please email me if you have any questions or special needs. I will respond as soon as possible.

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Description of Policy from Merchant:

This is very important information. In order to be as transparent as possible, I have written fairly comprehensive descriptions about how I handle possible cancellations, refunds, returns and exchanges. You can read about my policies regarding these issues in my FAQ pages. Here is a link to this page: https://markbergsma.artstorefronts.com/cancelations-refunds-returns-exchanges

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Description from Merchant:

All of the products provided by my print provider for the "Open Edition Prints" are considered to be archival and the framing materials are museum grade. All of the "Premium Limited Edition Art Prints" I provide are printed with archival inks. The papers and canvas I print on are 100% acid free. There is a more complete description in my FAQ pages. Here is the link to that page: https://markbergsma.artstorefronts.com/general-production-faq-s

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