F.A.Q.

Shipping

 

1. When will I get my order?

Usually, it takes 2-5 business days to fulfill an order, after which it’s shipped out. The shipping time

depends on your location, but can be estimated as follows:

● USA: 3–4 business days

● Canada: 4–7 business days

● Europe: 6–8 business days

● Australia: 2–14 business days

● Japan: 4–8 business days

● International: 10–20 business days

Framed Prints:

● USA: 18–20 business days

● Canada: 20–22 business days

● Europe: 14–18 business days

● Australia: 30 business days

● Japan: 12–14 business days

● International: 20–30 business days

2. Where will my order ship from?

We work with an made-to-order fulfillment company with facilities worldwide!

3. Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

4. My order should be here by now, but I still don’t have it. What should I do?

Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at sam@samanthagough.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

5. Can you deliver orders to a PO Box?

Typically only national postal operators (like the US Postal Service or Canada Post) are able to deliver orders to PO Boxes. Many of our products including framed posters and bulkier shipments are too large to be accepted by national postal operators, so we use commercial companies (like FedEx) to deliver these products that cannot deliver to PO Boxes. We suggest you use a physical address instead of a PO Box address to ensure smooth delivery.

7. Are there any countries you don't ship to?

We don’t ship to the following countries: Cuba, Iran, Crimea, Syria and North Korea.

Our carriers will let us know when service will resume, or whether there are more disruptions.

 

Orders

1. How are your products made?

We work with a made-to-order drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

2. How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at sam@samanthagough.com.

3. I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at sam@samanthagough.com within a weeks’ time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!

Returns

1. What’s your return policy?

The Decor-Disaster Guarantee.

Take 30 days to see if your new art matches your space. If it doesn’t match, send it back no fuss, no muss. (Please, help us out by returning your art in the original condition). Please contact us first at sam@samanthagough.com.

2. Do you offer refunds?

Refunds are offered to customers that receive the wrong items or damaged items or who wish to return their product. If any of these apply, please contact us at sam@samanthagough.com with photos of wrong/damaged items (if applicable) and we’ll sort that out for you.

3. Can I exchange an item for a different size?

Please do measure carefully before purchasing but if a product doesn’t fit your décor because of size you have 30 days to exchange it.

Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at sam@samanthagough.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

Sustainability

1. What are you doing to be more sustainable?

  • Sustainable Products: Are you concerned about your environmental footprint? Product materials are made from at least 30% organic, recycled, or biodegradable materials. Our fulfillment company continues to strive to increase this percentage as well as to operate their business sustainably through recycling programs, the donation of returned or damaged products, and continued research into green solutions.
  • Sustainable Packaging: With e-commerce booming, there is a lot of shipping and packaging waste. Our fulfillment company has changed their shipping packaging for prints from tubes with plastic ends to triangular boxes with no plastic. They continue to look for solutions to reduce waste.
  • Made to Order: Traditional methods would dictate that we guess how many paintings should be printed, leading to prints possibly ending up in the landfill. With made-to-order, only products that are wanted are printed. 
  • Donating damaged and returned products: To help prevent our products from ending up in landfills they are donated to the Red Cross, the American Kidney Foundation, and Goodwill.
  • Sustainable inks: Ink cartridges are returned to Epson for recycling. Epson inks are certified by GreenGuard.

Quality

1. What kind of paper is used for the prints?

Prints are giclée-printed on archival, acid-free paper of museum quality. This yields brilliant prints that match the colours of the original.

Paper Basis weight: 192g/m2. Thickness: 10.3 mil (0.26mm). ISO Brightness: 104%. Opacity: 94%.

2. What are the frames made of?

Frames are made of Alderwood, a semi hardwood, and an acrylite front protector. Hanging hardware is included.

3. What ink is used for printing?

Printed using Epson UltraChrome water-based HDR inkjet technology.

Originals

1. How long will it take to get my original painting?

All originals will ship from Gatineau, QC Canada. Shipping times will depend on where the painting is shipping to. For more information please, contact us at sam@samanthagough.com.

2. What kind of paper is the original on?

The originals come on 140 lb, cotton, watercolor paper.

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