FREQUENTLY ASKED QUESTIONS
1. International Shipping
1.1 Do you ship to my country?
We ship to all countries internationally, excluding the difficult to reach states of Cuba, Iran, and North Korea.
There are three methods of shipment available to customers:
- International Economy without tracking (10-20 business days after fulfillment)
- International Economy with tracking (7-16 business days after fulfillment)
- FedEx International Priority (1-3 business days after fulfillment)
WE DO NOT TAKE RESPONSIBILITY FOR ANY PRODUCTS LOST IN TRANSIT WHICH IS WHY WE RECOMMEND CUSTOMERS SELECT INTERNATIONAL ECONOMY WITH TRACKING AS A PRECAUTION.
1.2 What are your international shipping rates?
We use various shipping services that you may select, and shipping costs are automatically calculated in the Cart page for you to reference before purchasing. for an estimated breakdown of pricing pricing per product see the following:
- Posters: £4.35 - £11.40
- Framed Posters: £22.85
- T-Shirt: £3.80 - £7.65
**Please note: Additional payment of duties and taxes will be required by your country upon delivery**
1.3 Why am I being charged for shipping when I already paid?
IMPORTANT TO INTERNATIONAL ORDERS – ADDITIONAL CUSTOM CHARGES: The shipping charges that are incorporated into your bill automatically from our shopping cart, and reflected in your invoice from us, are for the actual shipping of the item into your country only. Please be aware that each country has its own “Import Duty”, “VAT”, and brokerage fee.
Also please be aware, we have heard that in some countries it is a requirement to pay with cash upon delivery. We cannot, of course, assume any responsibility for these extra charges that may be incurred in your country, and therefore these additional charges are your own responsibility.
Please note: Some shipping services only makes 3 delivery attempts and in most cases will not leave your package without a payment. You must have the item shipped to an address where you will be present to receive the package and pay the fees.
Time in transit is longer for international shipments than domestic shipments. Please allow up to 5-20 business days for delivery.
Duties and taxes will be charged at the time of delivery along with a sur-charge from FedEx. We will not refund your order if you refuse to pay the fees to accept your package from FedEx. If you do not accept your package from FedEx it will not be returned and may be abandoned by FedEx.
Thank you for your understanding.
1.4 Tracking says my package was delivered but I did not receive it.
Your package will be delivered by you local postal service. Go to the website of your local postal service and enter your FedEx tracking number in the search field to receive the most current tracking information. If tracking is not available please contact your local postal service immediately. They are likely holding the package for payment of import fees. If the import fees are not paid by the deadline the package will be returned to us. Please contact them immediately.
2. PRINT RELEASES
2.1 What forms of payment do you take?
At this time we accept payments from Visa, Maestro, MasterCard, American Express, and Paypal. You will need to set up your Paypal account prior to purchasing a print during a print release or the print will most likely sell out before you complete your payment.
2.2 I was lucky enough to purchase two prints. Can you put both orders into one shipment?
Your orders will ship separately. We no longer offer combined shipping for separate orders. If you purchased a "set" of similar prints in one order then we will do our best to send matching numbers to you.
2.3 How long will it take to receive a refund?
Please allow up to 48 business hours for refunds to process. The PIXELREALISM Orders Dept is not open on Saturdays and Sundays.
2.3 I am having trouble processing my order? Did my order go through?
Recently, we have been experiencing a high volume of traffic to our website during print releases. We have been taking measures to help prevent our website from crashing. If you experience order troubles during a print release there are a few things that can help:
- Please refrain from submitting your order multiple times as this overwhelms the check out process and causes the website to crash and orders to be lost.
- Adding the product to your cart DOES NOT guarantee your purchase. You will have to proceed through the checkout purchase to reach the order confirmation page.
- If your order was processed you will receive a confirmation email from PIXELREALISM STUDIO confirming payment. You can then verify your payment through My Account. Shipping of your order will be indicated through a Shipping Notification email with your shipments tracking information.
ALL ORDERS ARE SUBJECT TO REFUNDS BASED ON THE SIGHT UNSEEN GUARANTEE TERMS & CONDITIONS.
2.4 Where do I go to buy the prints that are being released?
All prints that are available to purchase are found in the "PRINTS" section of the store (unless otherwise noted). HINT: You may want to go to that page early and keep refreshing the page until the print appears.
2.5 When are New Prints released?
Prints are released at a Random (undisclosed) Time (GMT) unless otherwise indicated on the James Jarvis Homepage in the Preview section. Typically prints are released between 10am and Noon GMT but exact release times may vary.
2.6 I had a print in my cart but I only got an error message then I tried again and the print was sold out!
Adding an item to your Shopping Cart does NOT guarantee or reserve an item for you. The faster you check out the better your chances of completing you order.
2.7 Why can’t I buy more than one print?
All Edition prints are limited to 1 per Person and/or Household. NO EXCEPTIONS.
3. PRINTS IN GENERAL
3.1 What is your return policy?
If it is within 30 days from the date you received your package and you are not happy with the item you can return it to us for a replacement.
To start the process send an email to [email protected]
We will then give you instructions of where you can send your order, this is dependent on your destination.
Be sure to include a copy of your order confirmation email to expedite processing of your request. After we receive your returned item we will provide the refund after 48 hours.
James Jarvis is not responsible for prints damaged when unwrapping.
3.2 What are the prices of your screen prints?
12×16 inch Screen Prints are typically £35 each and limited editions at £50 (plus shipping & handling). For special releases or collaborations prices will vary.
3.3 What are the dimensions of your prints?
Screen prints are typically 12×16 inches in size unless otherwise described. Limited edition prints are typically 18×24 inches in size unless otherwise described.
4.1 My package was returned to you. What now?
If your package is undeliverable for any reason it will be returned to PIXELREALSM STUDIO. At that time you will be contacted by the Orders Department. Your package will not be held for more than 90 days so please contact us within that time to ensure your order is still here.
James Jarvis is not responsible for prints damaged when unwrapping.
4.2 Can you ship my order to another address?
If you already placed your order but wish to change the address you may request an address change. Send an email to [email protected] with “Address Change Request” in the subject field and the new address in the body of the email along with your name and order number.
Note: We can only change the address, we can not change the name of the person the order is shipped to.
To assure that your request will be received on time, we advise that you send us your request on the same day you placed your order.
4.3 How long does it take to receive my order?
From time of purchase, orders are typically shipped within 3-5 business days of your completed transaction. You will receive shipping and tracking information via email. The PIXELREALISM Shipping Dept is not open on Saturdays and Sundays.
4.4 How do I calculate my shipping charges?
You can see the shipping charges before you submit final payment. Select the items you want to purchase in our store. On the cart page you will find a selection to calculate shipping. Select your country from the dropdown list, enter the Postcode/ZIP and then update the totals. You will then see the live shipping charges and available shipping methods before proceed to checkout.