Shipping
Q
& A
How long does it take for
my order to ship?
All orders are generally processed and shipped
within 1-2 business days.
How
much does
shipping cost?
Shipping is free to all United States addresses (sorry, no
international orders are accepted at this time).
What carriers
do you use?
We use either United Parcel Service
(UPS) Ground or the United States Postal Service (USPS)
Priority Mail at our discretion.
How
long does
it take to receive my order?
Delivery generally takes 1-5 business days but could take up
to seven (7) business days. Once your order has shipped, we will notify
you (via email) and provide
you with either a UPS or USPS tracking number.
Note: Nelson Art Works cannot guarantee final delivery to military
personnel
with AA, AE, and AP postal addresses.
What
should I
do if I don't get my order within seven (7) business days?
Notify
us via our online Shipping
Inquiry
Request Form. Alternatively, you can send an email to inquiry@nelsonartworks.net
with "Shipping Inquiry" as the
subject and be sure to
include your receipt ID, full name, and phone number in
the body of the email. We will provide a prompt response to
your shipping inquiry; generally
within 1-2 business days.
How
long
should I keep the original packing material?
All original packing material
should be retained for at least thirty (30) days in case an
item needs to be returned.
Returns
Q & A
What
if I
receive a damaged item or I'm just not
happy with it?
We will refund
the entire purchase price for up to thirty (30) days from the
date
of original purchase; however, all item returns require a
pre-authorization (see "How do I return an item?" below).
What
if I
accidentally damage the item during the first 30 days?
Nelson
Art Works accepts no responsibility or liability for any item
damage that is directly attributable to customer neglect, misuse, or
mishandling. Please do not attempt to initiate a return of
any
item that has been damaged by customer neglect, misuse, or mishandling.
(see Refunds - "Are there any refund exceptions?")
How do
I
return an item?
Please complete our online Return
Materials Authorization
(RMA) Request Form. Alternatively, you can send
an email to rma@nelsonartworks.net
with "RMA Request" as the subject and please be sure
to
include your receipt ID, full name, phone number,
email address, and reason for return in
the
body
of the email. We will process your
RMA request and provide an expedient email response, with further
instructions; generally within 1-2 business days. If your RMA request
is approved for item return, our email response will include a
label for free return-shipping to Nelson Art Works.
Nelson Art Works will not accept return-shipment of any
item without pre-authorization via our RMA process (see above).
Return
Packing & Shipping Instructions
Once
an item has been pre-authorized for return-shipment via our RMA
process, please
follow these detailed instructions for packing and shipping your return:
Packing
your
item for return
Prepare
your item for return-shipping by carefully rolling up the print and
placing it in the original mailing tube along with the associated
Certificate of Authenticity. Make sure the top and bottom lids are
secured to the body of the mailing tube. Please do not reuse the tamper
proof tabs. Tape both ends securely. Please note: If you have not
retained the original packing material, you will have to purchase an
appropriately-sized mailing tube at your own expense. Such mailing
tubes are generally available for purchase at many UPS and USPS
locations.
Shipping
your
return to Nelson Art Works
Please print the free return-shipping label provided
in
our RMA approval (email) response and write down the UPS or USPS
tracking
number. Cut out and affix the label "around the circumference"
of
the mailing tube with some form of acceptable packing tape. Do not
obstruct the bar code or addressing information when affixing
the label. Once
done, you must take the package to an authorized UPS service
location* or USPS
location* (depending on the return method authorized) for
return shipping to Nelson Art Works.
*Mailing tubes cannot be deposited in a UPS drop-box or USPS mailbox
for
return to Nelson Art Works.
Refunds
Q & A
How is
my
refund processed?
Upon receipt, we will inspect the returned item
to ensure
it conforms to your "Reason for Return", as identified in your
original RMA request. Once confirmed,
at that time, we will initiate a full refund to the account used to
make the original
purchase.
Are
there any
refund exceptions?
Yes.
Any item returned, "without prior authorization", will be immediately
shipped-back to you and the cost for
shipping will be billed to the account used to
make
the original purchase.
Any
item returned, "with prior authorization", that is determined to be in
non-conformance with your original "Reason for
Return", as identified in your original RMA request, will be
immediately shipped-back to you and the cost for
shipping will be billed to the account used to
make
the original purchase.
A specific example of a non-conformance to your "Reason for Return"
would be:
You identified your reason for return as "Just Not Satisfied",
with no further detail, and
we found item damage that would be indicative of customer neglect,
misues or mishandling (i.e., item stains, holes, tears, etc).
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