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Have a question? Need help with an order? We're here for you.

Please note: Many shipments are being delayed due to COVID-19.

When will my order ship?

Orders containing only prints or cards usually ship within 1-3 days depending on our current volume and day of the week. Orders placed late Friday and during the weekends won't ship until the start of the following week. Therefore on Mondays we're usually busier catching up from all the orders over the weekend.  

Orders containing Gallery Frames have an increased production time of about 10 business days. Each frame is custom made, and therefore takes a little longer to assemble than orders with only prints or cards. Expect a delivery date of about 3 weeks after your order is placed.

If you have not received a shipping confirmation email after these factors are considered its possible the tracking confirmation email went to your spam or junk folder or your email address on file is incorrect. Contact us to correct it for you.

I think my package may be lost

After being in the e-commerce world for over 10 years we fortunately see very few packages that actually get lost in transit. In fact it's quite rare. However, the scenarios below are common, and if they apply to your order we respectfully ask you wait before taking further action. We've found that these almost always deliver, albeit later than anticipated. Of course if your order does get lost we'll be happy to replace it.

  1. Lack of USPS tracking updates
    Sometimes after we drop a shipment off with USPS there is only one update: The initial package acceptance, and then no updates for days or even a week, or more. This does not mean the package is lost, or that USPS didn't get it. It usually means that USPS is overloaded and didn't scan the package again before sending it on to the next destination. Then package delivers with no additional updates until it arrives in your city. What may seem to have been lost suddenly shows up, but is often delayed.
  2. USPS "In Transit" message
    Your shipment gets accepted by the post office and shows a few tracking updates, but then seems to stop and shows a message of "In Transit to next Facility" often times for days or a week with no updates. This also does not mean the package is lost. It typically indicates a delay from one distribution center to the next often by truck. Then the package then gets updated after an extended time and delivers shortly after.

 

My tracking hasn’t been updated

The scenarios below are common, and if they apply to your order we respectfully ask you wait before taking further action. We've found that these almost always deliver, albeit later than anticipated. Of course if your order does get lost we'll be happy to replace it.

  1. Lack of USPS tracking updates
    Sometimes after we drop a shipment off with USPS there is only one update: The initial package acceptance, and then no updates for days or even a week, or more. This does not mean the package is lost, or that USPS didn't get it. It usually means that USPS is overloaded and didn't scan the package again before sending it on to the next destination. Then the package delivers with no additional updates until it arrives in your city. What may seem to have been lost suddenly shows up, but is often delayed.
  2. USPS "In Transit" message
    Your shipment gets accepted by the post office and shows a few tracking updates, but then seems to stop and shows a message of "In Transit to next Facility" often times for days or a week with no updates. This also does not mean the package is lost. It typically indicates a delay from one distribution center to the next often by truck. Then the package then gets updated after an extended time and delivers shortly after.

 

Tracking says my package delivered, but I don’t have it

We see this quite often. And there are usually a few common scenarios and explanations.

  1. First please confirm in your order details that we sent your package to the correct shipping address.
  2. The package is marked as “delivered” but the customer does not have it. What we have seen over and over again is these packages deliver within the next day or two. Please wait 1-2 days and if it does not show reach out to us.
  3. For customers living in apartments, complexes, multi-family units or larger buildings in cities packages often are delivered to a front desk, mail room or locker, and not directly to your door. Please check these areas first.

If you have already exhausted the options above please contact us for a replacement. Be sure to include your order #, and details outlining the 3 scenarios above. If your shipping address does not have a secure delivery location we may request to reship to another location to avoid further loss.

I received the wrong item or wrong qty

Please accept our apology for the mistake. Contact us using the form below with your order # and details of the mistaken items so we can fix the issue for you.

My item was damaged in shipping

Please save and document all contents and packaging of your damaged order. Take photos showing the damage. Submit a request using the form below including your order #. We will follow up with how to submit your photos, and we will replace your damaged items.

Where is my state? I can’t find it.

We recommend using the search bar first to find all products related to your state. Our Native Botanicals collection has all 50 states available. However the Vintage Landscape series is not complete yet, and not all states are available. If it does not show up in search we haven’t completed it yet. We do plan on adding more, but no release dates are available at this time.

Do you offer custom art?

Our product line is currently what were are focused on. We do plan on adding more designs and collections, but we don’t offer custom art requests or commissions at this time. If you are a professional looking to hire artists for your project head to our sister site www.familytreedesign.net to submit a request.

Can you modify your designs/colors?

We’re often asked if we can rotate our designs, or change the color of our prints. We do not offer customization at this time.

Do you offer other sizes?

Each product has various sizes. If the size you are looking for is not listing as an option on the product page we do not currently offer it.


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