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James Kay
Photography

CUSTOMER SERVICE

 

CONTACT US

 

SHIPPING & DELIVERY
Please allow 3-4 weeks for delivery of framed or matted prints and 2-3 weeks for delivery of print-only orders inside the USA. For matted or framed prints shipped to addresses within the USA, we charge a 20% packaging and shipping fee based on the cost of your order. For shipments outside the USA, we will determine the shipping price and email you a revised order form reflecting this shipping fee. We will then proceed with your order once you have agreed to these new shipping terms. To insure that framed prints arrive undamaged, we use heavily-cushioned cardboard boxes for smaller sizes and sturdy wooden crates for larger sizes. The boxes are shipped via UPS or Navis Freight. For print-only orders within the USA, we charge a flat shipping fee of $30.00 and ship the prints rolled up in a FedEx tube sent via 3-day Express Saver. For print-only orders, we offer overnight delivery for an additional charge.

Shipping Damage
Damage incurred during shipment of framed prints is extremely rare. Using our time-tested packaging techniques, we use well-padded cardboard boxes for small prints and wooden crates for large prints. We carefully inspect all materials before shipping. If the molding or glass is damaged during the shipping process please call us immediately upon receipt to file a damage claim. You must notify us within 3 days of receiving your damaged print. We will contact our shipping agent and one of their representatives will contact you to set up a time to inspect the package. You MUST keep all packaging materials for this inspection. Once this process has been completed, we will determine the best course of action to either repair or replace your print at no charge to you. If your framed print has a defect not related to shipping damage, please notify us within 3 days of receiving it. Depending on the defect, we will determine the best course of action to either repair or replace your print at no charge to you. Please keep all packaging materials in the event your print needs to be shipped back to us.

 

PRIVACY & SECURITY
We respect your privacy and believe in preserving it, not exploiting it. This Privacy Policy describes how we use the information you provide us and the steps we take to protect it.

Personal information you provide us online
When you place an order on our site, you will need to enter your name, address, phone number, email address and other personal information necessary to fulfill and track your order. For purposes of billing, you will need to enter your credit card type, number, expiration date and billing address. Your credit card number, expiration date and security code are not stored in our system. If your order is to be shipped, we also need the name, address and phone number of the intended recipient.  You may also choose to create an account by registering with us at any time by providing your email address and designating a unique access password. You may place an order either as a guest or by registering. If you choose to register, the information you enter will be stored and will allow you to place future orders without the need to re-enter this data.

Cookies
Our site uses session cookies to track your progress during the process of placing an order. You may set your Web browser to notify you when you receive a cookie and you may also erase cookies from your browser after shopping. If you delete our cookies, you limit our ability to personalize your next visit. Deleting our cookies will not prevent you from shopping and purchasing products on our site in the future.

Sharing of Information
We do not rent, sell or give your personal information to any third party for any purpose whatsoever other than processing and shipping your order. We may be required to disclose your personal information to third parties if necessary to comply with applicable laws, subpoenas or court orders.

How is my information used?

  • To fulfill orders of merchandise you purchased from us
  • To create a personal online registered account for you on our site
  • To bill your credit card for your purchases
  • To confirm and track your orders
  • To respond to your customer service inquiries
  • To send promotional emails if you choose to receive them


How do I opt out of promotional emails?

The personal information you supply us will be added to our customer database. We rarely send promotional emails about our products. You may opt out by simply notifying us if you do not want to receive them.

Security
We protect our databases with various physical, technical and procedural measures and we restrict access to your information by unauthorized persons. All information transmitted through our website is stored on our secure server. We use Secure Sockets Layer (SSL) technology, which is the electronic commerce standard for securing information as it travels over the Internet. SSL technology is designed to encrypt your information, preventing an unauthorized party from viewing and downloading your information. Your web browser should display a web address with an "https" prefix, indicating that the SSL technology is operating when using certain portions of our website, such as the Checkout and My Account features.

 

RETURN POLICY
Your complete satisfaction is very important to us. We fully guarantee our products and are confident you will be pleased with both the quality of your print and the high level of workmanship and materials used in framing. We do not cut corners during any step in the process and use only the highest quality wood frames and archival matting materials available. James only signs his name to prints which meet his exacting specifications. If, however, you are not satisfied with your print and you would like to return it, you must notify us within 7 days of receiving it. You will be responsible for the return shipping charges. The print must be received by us, in its original condition, within 30 days of the day you received it. Once we receive it, depending on your choice, we will issue a refund or apply a credit to your account based on the price of the print less a 15% restocking fee. If your print is returned to us in a damaged condition so we are not able to reenter it in our inventory, any costs necessary to repair this damage will be deducted from your refund or credit.

 

ORDERING & PAYMENTS
We accept Visa, MasterCard, American Express and Discover cards. You may place your orders online using our secure server. You may order as a guest or by registering the first time you visit the site or by logging in if you have previously registered. If you choose to register; your name, address, phone number and email address will be stored in our system allowing you to place future orders without the need to re-enter this data. Your credit card number, expiration date and security code are not stored in our system. Funds are secured from your bank at the time your order is placed and the charges are applied to your card when your order is shipped. You may also call us to provide your credit card information or inquire about paying for your order with a check.

 

VIEWING ORDERS
If you previously registered on our site before placing an order, click “Login” at the top of any page, enter your username and password on the "Login or Create an Account" page and click the "Login" button. This will take you to "My Account Dashboard" where you will see all your orders listed. Click "View Order" at right to review the information.

 

UPDATING YOUR ACCOUNT INFORMATION
If you are currently registered on our site, click "Login” at the top of any page, enter your username and password on the "Login or Create an Account" page and click the "Login" button. This will take you to "My Account Dashboard" where you will see all your account information. To change your password, click "Edit" to the right of "Contact Information". To change your billing or shipping address, click "Manage Addresses" to the right of "Address Book".