Timing, Shipping & Support
For each order placed, our designer must compile the portrait by hand and then format it for any products you've purchased. This can take time, and we currently quote a 1 week turnaround (from the time the order is placed until the time you receive your digital file) on regular portraits and 3 week turnaround on "fully custom" portraits. Once you approve your digital file, any prints you've ordered will print and ship as quickly as we can make it happen!
PLEASE NOTE THAT DUE TO THE PANDEMIC WE ARE WORKING FROM HOME AS MUCH AS POSSIBLE. SHIPPING IS STILL HAPPENING, BUT SLOWLY. WE'RE DOING OUR BEST TO SHIP ORDERS WITHIN 1 WEEK OF THEIR COMPLETION. This does not affect the timing for your digital files, which you will receive as they are completed! Please note that we are unable to offer refunds on completed portraits due to shipping delays that exist because of the COVID-19 crisis. If you have a deadline, we recommend purchasing the digital file and finding an online printing service that is currently working at full capacity! See a list of our suggestions here.
We offer free shipping on all print orders within to the USA, and a $5 flat rate on shipments to all other destinations (NOTE: Unfortunately due to new import rules, we cannot currently ship to the UK. UK customers are welcome to place orders for digital portraits and print their files locally). Additional fees apply for orders containing wooden hangers. Don't wanna wait for shipping? Choose our "digital file only" option so you can bring it to a local printer or upload it to an online service! We have a list of suggested websites for companies that print cool stuff here.
All items are shipped to US destinations via USPS First Class mail or Priority mail when required due to weight. Our default shipping can be upgraded to Priority for $5. Please note that this does not speed up the production time, only the transit time.
All items are shipped to overseas destinations via USPS First Class International parcel service. In most countries they are tracked door to door, although it's not perfect. Transit time is usually 2-3 weeks barring customs delays.
All items are shipped to Canadian destinations by Canada Post. These parcels can be upgraded to Purolator shipping so they include tracking and more accurate timing for an additional $5.
If you have a question about our products or your order, please don't hesitate to reach out to firstname.lastname@example.org and we will do our best to help you out!