FAQ
General Enquiries
Do you offer international shipping?
Yes! We do ship worldwide!
How are your products packaged?
All prints are robustly packaged.
Our unframed fine art prints are hand rolled in protective tissue paper and then shipped in extra thick cardboard tubes, unless they are 15x20cm (5.9x7.8”) and being delivered in the UK, or A4 (8.3x11.7”) or smaller and being delivered in mainland Europe (in which case they are shipping in thick cardboard envelopes).
The packaging standards have been refined many times, over many years and it is now extremely rare for breakages or damage to occur. On those rare occasions when accidents do happen we strive to ensure that your collection and replacement are organized immediately and shipped back out on a priority service without any fuss.
- Poster tube (When fulfilled from UK, US, AU)
- Rigid spiral-wound cardboard tubes.
- Square poster tubes (When fulfilled from EU)
- Strong and crush-resistant spiral-wound square cardboard tubes.
Why hasn’t my order been delivered yet?
Factors which could delay delivery times include :
- Mistyped or incorrectly formatted address
- Customs and import restrictions
- Failed delivery attempts (i.e. no one home to receive the order)
- Postal strikes
- Other adverse conditions (such as storms and natural disasters)
If there is a protracted delay with your order then we will typically deal with this proactively. Alternatively, if an order is outside the expected delivery window then please contact us for additional information.
Occasionally, orders do get lost in the mail - more often, we find, when being shipped untracked to less common shipping destinations. In the event that an order is not received within 30 days of ordering, we’ll be more than happy to send a replacement. Do find us on our contact page and we’ll make the arrangements on your behalf. Please note however that we cannot offer free replacements for orders not received due to an incorrect address.
What happens if a product is damaged in transit?
We ask for a photo of the damaged goods, and we’ll then gladly send a free replacement. To perform this, Please go to the contact page and provide your information, order number, and details about the issue. We will assist you in arranging the exchange.
Do you accept returns, refunds, exchanges and cancellations?
Returns
If the package is returned to one of our printing labs, we will contact you and clarify the address before reshipping at your cost. However, packages are not always returned. In this case, you will have to make another order of the product to send to the recipient.
Refund
Any returns or problems that occur because of our error will be handled at our expense.
To request a return for a refund, please head over to the contact page and fill in your information along with your order number and details about the issue. We will assist you with arranging the exchange.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancellations
You can cancel your order at any time before we start production or ship the items to you. If you would love to cancel at some point, please go to the contact page and provide your information, order number, and the reason for the cancellation.
Product Information
Are the colors and materials used in the prints high-quality and durable?
Yes, we use a premium quality heavyweight fine art print material with a smooth, clean finish. The museum-quality paper is extremely consistent and works perfectly with large, full color graphics or illustrations.
Why do you offer 8x10" and 16x20" for only certain prints?
We do not offer 11x14" for all prints because the design may look slightly trimmed due to the sizing.
Do you offer different sizes and framing options?
We currently offer print sizes ranging from 8x8”, 8x10”, 11x14” and 16x20”.
Do you have a size chart for your prints?
Yes! You can find our sizing guide on every product page.
Are these prints a substitute for therapy?
Please note that these prints do not serve as therapy or a replacement for therapy sessions administered by licensed professionals. The designer does not offer psychological, financial, legal, or any other professional services. It is advisable to seek the support of a competent professional if expert assistance is required for counseling. Moreover, a range of other resources including tools, tips, and reflection questions are at your disposal to assist you in discovering the therapist tools that suit you best.
- All Emergencies - 911
- National Suicide Prevention Lifeline - 988
- SAMHSA National Helpline - 1 800 622 HELP (4357)
- Crisis Text Line - Text HOME to 741741
- If you're located outside of the US, visit this page to find resources for your country
Will you expand your product range in the future?
Absolutely! This is just the beginning of our journey. More exciting releases or product launches are coming soon!
Shipping
What shipping or courier options are there?
There may be different shipping and courier options available depending on the country and product type.
What different shipping options do you support?
We have 2 different shipping services.
- Standard (default)
- Express
By default, we send all orders using standard shipping.
Do orders ship with tracking?
Tracking availability varies and will depend on the country, product type and shipping method that have been selected with your order. Generally both standard and express are tracked (you can check the shipping service when you place the order.)
To track your order we provide you with an email and tracking link when your product ships.
What are your dispatch times?
Dispatch times vary between different product types and different labs operating in different time zones. For prints and posters, we will typically ship within 24-48 hours.
How much will it cost to ship my order?
Delivery costs vary depending on the product and destination.
Do you ship to P.O. addresses?
While we can ship to P.O. Box addresses in most cases, couriers like FedEx, UPS, and DPD do not deliver to these types of addresses.
Can you contact UPS, USPS, FedEx, etc. for me?
After you have received your shipping confirmation email and/or tracking number, we cannot accommodate any changes to the shipping details (such as address, speed, service, etc.).
For any additional urgent shipping and delivery related questions, contact the shipping service directly.
Where is my tracking number?
Once the package is shipped, an email notification will be sent to you containing the tracking number. In case you haven't received the email, kindly check your "promotions" or "spam" folders, please visit our contact page and fill in your details along with these necessary information below.
- Order number
- Order date
- Email associated with order
Will I be charged customs & duties?
To optimize the customs process, kindly include your phone number as it may be required for communication with customs agents or shipping partners.
For international customers, all duties and taxes are calculated and collected upfront during checkout. This means that you won't have to deal with any additional payments when the product reaches your home country.
Returns & Cancellations
Can I cancel my orders?
Once an order is received by our labs it can no longer be cancelled. If you do need to cancel an order after we’ve received it, get in touch and we’ll let you know the best way forward. To do this, kindly head over to the contact page and provide your information, order number, and details of the issue.
I wrote the wrong address. What should I do?
If you’ve provided your address incorrectly, you will be held responsible. The delivery service will usually send the package back to the return address (which will be one of Prodigi’s print labs).
If the package is returned to Prodigi, they will contact you to clarify the address and then reship it at your cost. However, packages are not always returned. In this case, you will need to place a new order for the product to send to the recipient.
What if I want to return a print for a refund, how would that be handled?
Any returns or problems that occur because of our error will be handled at our expense, otherwise once you have purchased your prints & the order has been processed we do not offer refunds or cancellations.
To request a return for a refund, please visit our contact page and provide your information, order number, and a description of the issue. We will assist you with the return process.
My prints are damaged. What should I do?
Upon receiving your order, please inspect it carefully and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and take the necessary steps to make it right.
I would like to return my products. Would that be possible?
If the package is returned to our printing labs, we will contact you to confirm the address and then reship it at your expense. However, packages are not always returned. In this case, you will need to place a new order for the product to be sent to the recipient.
I would like to perform an exchange for my products. How does that work?
The most efficient way to guarantee that you receive what you want is to return the item you have and then make a separate purchase for the new item once the return has been accepted.