Art Print Club

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Frequently Asked Questions

Merchandise

Packaging

Shipping and Fulfillment

Are your products eco-friendly?

Wherever possible we strive to use eco-friendly materials in our products. - Our frames are made from 100% New Zealand pine wood. New Zealand Pine is widely available and renewable, making it an excellent sustainable resource. - Our prints on wood are made from FSC certified Baltic Birch plywood which is formaldehyde free and easy on the environment. - Our fine art paper is made from cotton linters which are a by-product from the manufacture of cottonseed oil. This resource is saved from the landfill by becoming fine quality eco-friendly paper. - Many of our textile products are 100% linen. Derived from flax, linen is grown with little or no chemical fertilizers and has a smaller carbon footprint than many other textiles.

Do you have a downloadable list of all your pricing?

Yes, you can access our full price list here.

What materials are the frames made of and what are the molding dimensions?

Our deep profile gallery frames are made of 100% New Zealand Pine. With a modern 3/4 inch moulding the frames are 1.5 inches deep. This strong quality profile gives your print a gallery look when hanging.

Do you use glass in your frames?

Yes we use glass glazing in all of our frames sizes.

Do you provide mats?

Unmatted prints have gained great popularity recently and as a result we are not currently offering matted prints. However if you crave a more traditional look we suggest leaving a white border around your artwork when working in the product designer.

Do you apply a protective coating to canvas prints?

We coat our canvas prints so your artwork is well protected from marks and scratches. We use a satin finish coating which provides a rich and durable effect.

Will my giclee print be archival?

Yes. Giclee paper and canvas prints meet the archival print criteria. They are professionally produced on archival papers/canvas and printed with archival grade inks.

Does Art Print Club have a quality guarantee?

We work extra hard to deliver consistent, high quality workmanship. Our production and shipping departments have incorporated inspection systems to ensure all orders leave our warehouse in excellent condition. This is a two part process: First, we include a“carefully inspected” sticker with your order. This will give your customer assurance that you have gone the extra mile to deliver a quality product. Second, we discreetly stamp each shipping box prior to sending so we know for sure your order left our facility in excellent condition.

Do you gallery wrap your giclee canvas prints?

Yes, we provide this service for you. The outer 1.5 inch edge of your artwork will be mirrored on the wrapped edges. See example here.

What is the depth of your stretcher bars?

Our 100% Pine stretcher bars have a thick 1.5 inch gallery style profile.

Do you print directly onto your birchwood artist panels?

Because of the porous nature of natural wood, we print your design onto a super thin laminate first, and then adhere it to the wood canvas using heat. This protects the image making the print resistant to scratches while allowing the beauty of the natural wood grain to show through.

Do you use real wood for stretched and mounted canvas prints?

Yes, we use only 100% pine for our stretcher bars.

What happens when a product is out of stock?

We make every effort to ensure we have all of our products in stock. In the event of unforeseen circumstances we will send you an email with details “in advance” should any product be going into backorder. You are responsible for notifying your customers about any out of stock products in your store.

What are the care instructions for textile items?

Follow the gentle care instructions below to ensure a long life for our textile products. Washing: Wash in cold water with similar colors using a gentle cycle Ironing: If ironing is necessary, iron on the lowest setting Drying: Tumble dry low or hang-dry No-Nos: Avoid using bleach and do not dry clean.

What kind of packaging do you offer?

We believe packaging is a huge opportunity to engage and wow customers. As a result we are continually improving the unboxing experience for your clients as well as adding further branding opportunities so you can deliver your unique brand message. We currently offer several packaging options that allow you to create your unique look. Please create an account and log in to view packaging examples

Can I include a custom message with my order?

As a Business or Enterprise member of Art print Club you can include a custom message with your packaging. You will enter this message when you configure your packaging as part of your account set-up.

Does packaging include any branding?

As a Business or Enterprise member of Art Print Club you can choose to take advantage of several branding opportunities. These include branded labels and branded packing slips. In addition, we also offer premium options such as your choice of receipt envelope, packing tie etc. to embellish your package further. Art Print Club branding will not appear anywhere on the packaging or shipping box for any level of membership.

How do I add my logo to the package?

As a Business or Enterprise member of Art Print Club you will upload your logo when you first set up your account. When you log in you can upload your logo and choose your packaging options on the packaging page.

Do I need to choose my packaging options every time I make an order?

If you are a Business or Enterprise member you have the option to use our branded packaging service. You should configure your packaging as part of your account set-up. Once you upload your logo, write your branding message and choose your add-ons, these selections will persist unless you go back to the packaging page and alter them.

Do I need to upload my logo every time I make an order?

No, once you upload your logo we will store it for use with all of your orders.

How do you box framed prints for shipping?

Carefully. Our frames include glass so we take extra care to ensure safe delivery. We use cardboard corners to protect the frames from dents and dings. Frames get packaged in bubble wrap sleeves before they are inserted into individual cardboard boxes. The boxes are then packed in outer shipping boxes and nestled in more bubble wrap to provide proper cushioning. Finally, fragile labels are placed on the outside of the shipping boxes for safe delivery.

How are your products boxed for shipping?

We print and fulfill a variety of products. Packaging for shipping is based on each items unique requirements to ensure safety during shipment. Generally, posters and poster bars are shipped in kraft mailing tubes. Frames and canvases are usually shipped in corrugated boxes. Tea towels are delivered in cushioned envelopes.

What if the product is damaged during delivery?

If a shipment is damaged during delivery we are happy to replace it at no charge. We simply ask for photo verification of the damaged goods via email to support@artprintclub.com. Please also include your order number for prompt service.

How can I check the status of an order?

You can quickly and easily look up your order status. Simply log in to your customer account and select orders. Here you can tell which orders have been fulfilled and which ones are still in production.

What if the package is lost during delivery?

If your package is lost in transit, no worries! We will be happy to replace it and re-ship at no charge. However, please be aware that if the courier tracking info says the parcel has been delivered Art Print Club cannot take responsibility.

What happens if the package is returned to sender?

Sometimes shipments cannot be delivered, usually this means there has been an address error. However, it can also mean that it has been returned by your customer. If this happens you should contact your customer to update the address or make other arrangements. New shipping charges will apply in this circumstance.

What if the recipient's address was wrong?

Please be extra careful to ensure accuracy when placing your order with us. We cannot take responsibility for extra shipping costs if an address is incorrect. Generally if this happens the package will be sent back to your return address and you can simply reship the package to your customer. If the package is returned to us we will be in touch as soon as we receive it to arrange reshipment.

I know you shipped my order so why can’t I find any tracking info?

Depending on where your order is going it can sometimes take a day or so for tracking info to show up on the carrier’s website. You can let your customer know this is the case in order to put their mind at ease.

What does the packing slip look like?

As a Business or Enterprise member of Art Print Club, your logo will appear on the packing slip. You will upload your logo on the packaging page. The packing slip will also list the products ordered, as well as pricing and shipping information. If it is necessary to split your order into two boxes this will be clearly indicated on the packing list. The default return address is yours, so you will need to indicate it if you wish your return address to appear instead. See example of packing slip here.

What price is listed on the packing slip? Will it be my price or the Art Print Club price?

It is very important that you indicate what your retail price for the product is, otherwise the packing slip will show the Art Print Club price by default. You will need to indicate this during the checkout process. *This is a detail you don’t want to miss!

Do you ship to PO Boxes?

Some carriers will not deliver to PO boxes so we have made it our policy not to allow this. If your customer provides a PO box please contact them in order to obtain another address.

What if my shipment is damaged during shipping?

We guarantee safe delivery to your customer. If their order arrives broken, damaged, incomplete, or otherwise wrong, we are happy to replace and reship the order to ensure they are happy. -For product damage or quality issues we simply require a photo verifying the damage or problem via email to support@artprintclub.com. Please also include your order number in your email for prompt service.

How will I know when my order has shipped?

An email notification with a tracking number will be sent as soon as the package leaves our warehouse.

Do you offer any expedited shipping options?

Expedited shipping options are not available at this time.

Are there any setup fees?

We do not charge setup fees.

How quickly will my order ship out?

Rest assured, we are working hard to expedite your orders as quickly as possible. Our turnaround time for most orders is between 3-5 business days. During any holiday season, we may need a bit more time for fulfillment. Please contact customer service at orders@artprintclub.com if your order is time sensitive.

What does it cost to join Art Print Club?

You can become an Essential Art Print Club member at no charge. However, for the best savings signing up for a Business or Enterprise membership is a smart choice. One sale a month will usually pay for a membership and you will soon be realizing great profit margins on our products. The fee will be billed monthly on the day you registered for membership.Details here.

What payment methods do you accept?

We accept Visa, Mastercard, American Express and Paypal.

What is the retail price?

A price is always listed on the packing slip and is required for all international shipments. Please be extra careful to enter your “retail” price (the price you charged your customer) during the checkout process. Otherwise, the Art Print Club price will be listed and this can lead to confusion for your customer.

Do you provide product templates?

No, we don’t use product templates. You will design how you want your product to look right on the product page in the product designer. You will upload your print ready artwork here as well. When you save your design and then place an order we receive a picture of exactly how it should look. This removes the need to format your artwork using templates.

How should I set up my files before upload?

Prior to uploading an image in the product designer, please save it as an RGB jpeg. Your art should be 300 dpi at 100% of the product size to ensure the best printed image.

Should I upload RGB or CMYK files?

Your images should always be in RGB mode. Images set to CMYK mode can show obvious color shifts during printing.

Will I retain all rights to my artwork?

Yes, you will retain all rights to your artwork. We simply print your artwork on products and package and ship them for you.

Will the colors on my print be the same as what I see on my screen?

Although we use professional printing equipment we cannot guarantee exact color matching. Computer monitors are not made with built in color calibration. Unless you have paid for a costly calibration service you cannot be sure that what you see on your screen will match what we print.

We do understand color integrity is of concern to most artists so we are happy to mail you a calibration print.

How does this work?

1-request a paper calibration print by mail. Email us at support@artprintclub.com and include your full name and address and we'll send you a print right away.

2-Download a digital Color Calibration Print (PDF) here.

3-Compare it to the paper print we mail to you.

4-Adjust your computer monitor to match the paper print

Detailed instructions on using the calibration print: Download a digital Color Calibration Print (PDF) here and use it to compare with the paper print we mailed you. Open the digital print on your computer and hold the paper copy up to your monitor. You will need to adjust your computer monitor’s color settings so the digital print matches the printed version. This will go a long way to ensuring greater color accuracy when we print your products. If you are unsure how to do this please refer to your computer or monitor manual?

Brightness Levels:

Monitor brightness levels are very important in the calibration process. The graduated gray scale in the calibration print will tell you if your monitor is too dark or too light. You will need to adjust your monitor’s brightness level until you can see all of the grey squares from white to black. They should accurately match the gray scale on the paper print.

Color Accuracy:

When you are working with the calibration prints try to do this in as much natural light as possible. Incandescent and fluorescent lighting tends to cause dramatic shifts in the way we see color. So even if it’s cloudy outside try to position yourself and your monitor in direct natural light. Try to match as many colors in the print as you can by adjusting the color settings for your screen. Although it is unlikely you will be able to create a perfect match taking the extra time to work through this process will make a huge difference in the final printed product.

Color accuracy on textiles: Many of our textile products are made from delicate linen and thus have a somewhat loose weave to them. This can mean lighter pastel colors will print especially light and can have a translucent quality.

What printing methods do you use?

For fabric, we use direct to garment printing on an Epson SureColor F2000. For ceramics, we use dye sublimation, printing with a SawGrass Virtuoso. For canvas and paper prints, we use high quality inkjet printing on an Epson Stylus Pro 9890.

Will you show me a proof before printing?

Our product designer is created in such a way that you can see clearly how your art will be positioned on the final product. When you create an order and upload your artwork to us, you are agreeing that your artwork is ready for printing.

Will you check my image for quality?

Although we will do our best to check all submitted artwork for obvious defects it is your responsibility to ensure quality. We try to operate with a “what you see is what you get” policy so there are no surprises.

What are mockups?

Product mockups are photos of our blank products ready for you to design. In the product designer you can upload and design your product and then download the picture for use in your online shop. Our Business and Enterprise members have access to our growing library of mockups. These styled mockups can be downloaded for use in your store at any time. See example here.

Can I submit print files in 300dpi resolution?

Yes, please upload your art at 300dpi.

Can I use copyrighted images to design products?

When you upload a design to ArtPrintClub.com, you warrant that you are authorized to manufacture products using that design. Please refer to our “Terms of Service Agreement” for further information.

How do I use the Product Designer?

On each products home page you will find a “Customize it” button. This button will take you to the product designer for that product. Here you will upload your high-res art file and position the art within the product exactly as you want it to look when printed. This will serve as a template for us to refer to when we produce your product. On this page you can also order the product right away, save it into your account for later orders and download a mockup image for use in your shop. Watch our “How to Use the Product Designer” video here.

What is a Product Designer?

The product designer is an integral part of the ordering process. It will do the following: 1-Allow you to design exactly how you want your products to look once they are printed. 2-Allow you to pre-configure your products and save them in your account for super easy ordering once you make a sale. 3-Send us your high-res art files so we can access them through our system once you make a sale. 3-Alleviate the need to format your artwork in a template. 4-Allow you to download a pro-mockup for use in your online shop.

What if I want a different mockup than what I see in the Product Designer?

That’s no problem at all. Although you will still need to use the product designer in the ordering process you can use a different photo for display in your online shop. We know photography can be a time consuming task so we have created mockup packages for our Business and Enterprise members to download and use free of charge. Learn more here.

How long do I have to submit a claim for a return/exchange?

If there is a problem with the order due to misprinting, defects or damage, claims must be submitted within 30 days of delivery. This 30 day period also applies to any packages that have been lost in transit.

Can a customer return their order?

Please see our return and replacement policy here.

Can I cancel or change my order?

If you have already gone through the checkout process and need to make changes to your order you can do so up to 30 minutes after checkout. To make changes you must first cancel your order by emailing us within 30 minutes at orders@artprintclub.com and then resubmit your order. We try to move orders through the fulfillment process as quickly as possible and as a result orders cannot be cancelled after the 30 minute time period has elapsed.

Who is responsible for order fraud?

We understand fraud can be of concern to any business owner. We highly recommend you use a fraud detection service if you have concerns about this. Services such as www.riskified.com , www.siftscience.com and others can be helpful in protecting your business. You can also check out this article to learn more about how to detect order fraud http://bit.ly/1u5s2Fr Unfortunately, Art Print Club cannot issue any refunds or be held responsible should you receive fraudulent orders.

How much does it cost to join Art print Club?

An Essential membership is free but the Business and Enterprise memberships are a great way to go because one sale will usually pay for the cost of your monthly subscription. Being a Business or Enterprise member will give you greater discounts. The cost for a Business membership is a low $19 a month and an Enterprise membership is $49 a month. Our Enterprise membership is recommended for corporate customers and designers who have higher volume sales.

Do you offer free trial memberships?

You can join as an Essential member at any time at no cost to you, and our regular pricing is extremely competitive. However as a Business or Enterprise member you will see higher profits, upgraded and branded packaging choices, and access to pro-mockups. Plus you will have exclusive access to member only products.

Can I cancel my membership anytime I choose?

While we would be sad to see you go, you can cancel your membership at any time from within your customer account.

How many people can use my membership?

Your membership is non-transferable and can only be used by you.

How can I upgrade my membership?

If at any time you would like to upgrade your membership, simply go to the membership page and purchase the next level. Your previous membership will automatically be replaced with the new one.

What are your “Terms of Service”?

Read our Terms of Service here.

What kind of discounts do you offer with subscriptions?

Our Business Members receive a 15% discount off our low competitive prices.
Our Enterprise Members receive a 20% discount off our low competitive prices.

How does the recurring monthly subscription work?

Your first payment happens the day you purchase your subscription. Subsequent payments are scheduled for the same day of the month, (your original purchase covers your first month).
When you purchase a recurring monthly subscription, you will have access to a variety of discounts and options for your printing and fulfillment needs.

Is my credit card information secure?

Yes absolutely. When you sign up for a recurring subscription the process is handled by our payment gateway, Recharge, using the latest industry-standard encryption. Your credit card information is 100% secure

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