Taking Care of Your Merchandise
Your art purchase is an investment and a work of art. Properly caring for your merchandise will protect your investment and enable you to enjoy it for many more years to come. Here are some simple tips for preserving and caring.
Prints are fragile. Natural oil on our fingers (even clean ones) will create marks on the print that cannot be reversed, so handle your print as little as possible and with care. If your canvas does gather any dust, you may wipe it off gently with a clean, damp cloth.
We have chosen a manufacturer that uses only premium quality materials for the Canvas. The canvas and inks are formulated to work together to provide the highest quality, longest lasting product available.
Gallery Wrapped Prints are made of 100% renewable, kiln dried, knot free, finger jointed wood. Each canvas print is sized "18 X 24" X 1.25". We take 1.5" from each side of the print and stretch it across a over a 1.25”- deep bar. The poly-cotton blend canvas paper maintains a sharp photographic reproduction and color fidelity, coated with a chemically - perfect gloss finish to protect against fading.
How to Hang your Canvas
Your canvas comes with pre-installed hanging hardware, with a metal keyhole bracket installed on the backside of the stretch bar. Your canvas comes with instructions on how to hang.
Mug artwork is ink-jet printed on to ceramic mugs. Our white mugs are microwave and dishwasher safe. Matte black magic mugs, however, should only be hand-washed, and you can't put them in a microwave. Note that they're also prone to scratches, so be extra careful.
Are your products eco-friendly?
Sancarol cares about the environment and is working towards including eco-friendly merchandise in its catalog. We try to do our best to utilize vendors who minimize waste in packaging and source eco-friendly packaging materials. Many of the packaging materials used are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Many of the kraft tubes used are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content.
What if the merchandise order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 3 weeks after the estimated delivery date.
We will need to confirm with you that the shipping address you provided was correct. We will also request that you double check with your local delivery post office to try locating the lost order.
There may be cases where the delivery was made, but the package was left in an unexpected location at the customers address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch." Keep in mind that if tracking information states an order was delivered to you, any replacements would have to be at your expense. Otherwise we will investigate to work towards a solution.
My merchandise order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed or refused/returned by you, the customer. Should this occur we will inquire to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been returned by you, or had an incorrect address originally provided.
Where are merchandise order returns sent? What is your refund policy on merchandise and commissioned art?
Our return policy last 21 days. If 22 days have gone by since your purchase, unfortunately we can not offer you a refund or exchange. To be eligible for a (merchandise) return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Prior to returning any item please note - Any unauthorized returns, or exchanges of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.
The best efforts are done to package your order so that it arrives in perfect condition. We utilize UPS/FedEX/DHL/USPS delivery services. We cannot control their mail processing and delivery operations. Please note: They have processes in place to address any transit (possible package damage during their watch) issues.
If something arrives damaged, send a photo of the damaged goods along with a brief description through the Contact form on this website. After we review the issue we will send you return instructions. Should the damages be on our end, we'll gladly send a replacement at no cost to you. NOTE: For commissioned artworks there are no refunds after the final payment is received (see Commission Contract Agreement for further details).
How long do I have to submit a claim for a merchandise return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 3 weeks after the estimated delivery date.
How secure is my credit card payment?
We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification. On credit/debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards offer buyer protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.
Our website protects your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input at 128-bit strength. This is often symbolized on most web-browsers by a small padlock appearing on the bottom bar of the window and the address of the window changing from http:// to https://, meaning a secure connection. In the event that an order cannot be completed, please contact our Customer Service. If our website cannot establish a secure connection, we will not risk your confidential information (it will not be transmitted).
What is the security code?
Credit and debit cards have a security code located on them to offer additional protection. For most cards it will be a 3-4 digit number located on the back. For American Express cards, look on the front side for a 3-4 digit number.
Is my credit/debit card charged as soon as I order a product?
Yes. Your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.