FAQ


ORDERING

What payment methods are accepted?
We accept Visa, Mastercard, American Express, or Paypal.

Can I cancel or change an order?
Unfortunately not, all sales are final. Please make sure that you have carefully reviewed all information in your order prior to finalizing your purchase, including your billing and shipping address, e-mail and telephone number. If you feel you have made an error in placing your order, please email us immediately at studio@samshuter.com and we will do our best to correct these changes. Once an order is placed, we cannot guarantee that the order can be changed or canceled, due to limited availability in the printing process.

How do I find the status of my order?
Upon successfully placing your order, you will receive a confirmation email. If you do not receive a confirmation email, please contact us at studio@samshuter.com. Once your order is processed and shipped, you will receive a second email confirming shipment of your order.
Can I order other items that are not offered on the web store?
We are offering a select group of items through the our online store at this time. Please add your e-mail to our mailing list to receive information about new works for purchase!


SHIPPING

Where do your Giclées ship from?
All of our Giclées currently ship from Toronto, Canada.

How will my purchase be packaged?
All items and accompanying Giclée care instructions are delicately packed with archival fine art protective wrapping in a sturdy mailing tube.

When will my art arrive?
You can estimate your art’s arrival by adding our processing time with the delivery method time you select when checking out. We typically process Giclées within 4-7 days.

How much is shipping, and what are my shipping options?
Shipping fees vary based on your location, the quantity of work you’ve ordered, and shipping speed. To view your shipping options, please begin the online checkout process and enter your shipping information -- before you complete your transaction you will be shown the shipping methods that are available to your location with their prices.

Do you ship to P.O. Boxes?
Yes, we technically ship to P.O. boxes, however please note that the mail service will require your signature upon delivery.

What insurance coverage is offered?
All items are automatically insured by our courier up to $100 during transit to cover damage or non-delivery. If you would like to increase the coverage for your purchase, please email us at studio@samshuter.com prior to placing your order. Please note that you are required to provide photos of the damage within 48 of receiving the Artwork in order for us to process any claim -- please refer to our Return Policy for more information.

Do Customs Duties apply?
If you are located outside of Canada, you may be required to pay duties and taxes to claim your package, depending on your local customs office. Any duties levied are the responsibility of the purchaser/customer. We have no control over this, and no way of determining the total cost of duties and taxes. We encourage you to contact your local postal service or customs bureau for more specific information.

RETURNS

What is your return policy?
All sales are final. We only accept returns for refund or exchange for items damaged in transit. Please read through our Return Policy, here.

What do I do if my goods arrive damaged?
In the unlikely event that your products arrived damaged, please first review our Return Policy. You will need to email us within 48 hours of receiving the artwork at support@samshuter.com to alert us of the damage, then return the damaged item to us. Upon receipt of the damaged item we will ship out a replacement, if available. If a replacement is not available we will refund the full purchase price of your item.

PRODUCT

What is the best way to care for my Giclée?
Because of their sensitive and water soluble nature, digital prints require the highest level of care when handling and framing. White gloves should always be work when working with prints; this prevents any natural oils on your skin from affecting the artwork’s integrity.
Please do not place the Giclée face down on any object or surface to avoid damaging the printed image. This would also apply to placing objects on top of the artwork while it’s resting or in storage. Keep handling to a minimum during the hanging process and hold only form the sides.
We also recommend that you keep your Giclée in a relatively controlled environment and that you do not hang your Giclée in direct sunlight. Repeated exposure to extreme and/or sudden changes in humidity and/or temperature can have an adverse effect on the longevity of your artwork.
Please do not wash printed surfaces with water, damp cloths, or solvents. For cleaning we recommend using a clean dry soft cloth to gently wipe off dust and/or dirt. In most cases, we advise you seek our professional assistance if you find there is an issue.

What is the difference between Open Run, Limited Edition, and Special Edition Giclée Prints?
The main difference is the size, "Open Run" is the smallest, and "Special Edition" is the largest (please see the product details for the exact dimensions of each individual print). Both "Limited Edition" and "Special Edition" are unique in that only a finite number of prints will ever be produced, they will be signed and numbered by Samara Shuter.



If you have specific questions about handling and caring for your Giclée, please email us at studio@samshuter.com.

If you have any questions at all not covered in our FAQ, please contact us at studio@samshuter.com.