We stand behind our products 100%
Scroll below for details about shipping outside continental USA
We want our customers to be completely happy with our products. If for any reason, the product does not meet your satisfaction, returns will be accepted within 30 days of the date of purchase
for returns & exchanges: a fair and customary $120.00 ($60 x 2) will be charged for the 2 way shipping. This is not a penalty but the actual cost of the original shipping to you and the return.This is charged "per unit" regardless of whether it is a return or exchange. There will be no return shipping deduction ONLY IF we determine return/exchange was due to a manufacturing problem with your Picturewall product.***Note: If an order is placed and cancelled after shipment sent or refused at time of delivery our free shipping offer is forfeited and 2 way shipping will be deducted from refund.Additionally, these are all custom made to order frames and kits and a $100 cancellation fee will be deducted from refund as well (per unit).
- All returns must be returned in resalable condition packed neatly ( as you received it ) in all original packaging, including the same carton/box your product arrived in.
- All returns must include all original parts.
- If poor packing results in damage when we receive a return/exchange, we reserves the right to deduct from refund for damage caused.
- We will refund your credit card once we receive your return/exchange in re-salable condition (allow 3 days from when we receive for the credit to show on your credit card record.)
To make a return or exchangePlease email us at: Contact@Picturewall.com and include the following information in the body of your email to speed things along.
1. Order Number (found on your paper packing list with your Picturewall or on your original email receipt when you purchased online.
2. Name (of original purchaser)
3. Address where Picturewall will be picked up by carrier
4. Phone number where you can be reached
5. Email address where we will email the carrier return shipping label ( print and attach to box).
6. Reason for return or exchange. (our return rate is less than .5% (1 Picturewall® per every 200 sold) which is because customer satisfaction is our number 1# priority - your comments go directly to our product team where they are taken seriously) Thank you for your comments here.
Exchanges are treated as Returns ($120.00 for exchange)When you EXCHANGE a Picturewall® for another color/size it is treated as a "return" so please follow the return instructions above ( if you do want to make an exchange will have to charge you 2 way shipping (the return shipping and the shipping for the new color/size you we send you - 2x $60. $120 for an exchange so please choose the color size carefully before ordering. Our products color and style are very straight forward and what anyone would expect from the photos - so choosing what you want should not be a problem.to exchange simply order a new picturewall and send the one you have on hand back to us following the return instructions above.Note: You do NOT need to wait for your exchange to be processed before ordering your replacement Picturewall.____________________________________________________________________
***ORDERING from OUTSIDE Continental USA
Currently we only ship directly to Canada and Cont. USA
(We will begin shipping outside Cont. US again sometime in the future so please leave your email on our email list so that we can contact you once we begin again.)
- IF you are located outside of the continental US - WE CAN SHIP TO A FORWARDING SERVICE LOCATED "INSIDE THE CONTINENTAL USA" ( SHIPPING TO the forwarders location will be FREE because it is inside the Continental USA). IF you would like to use a forwarding service you will need the dimensions of the package and the weight in order to get a quote from the forwarding service. Please note Picturewall will only be responsible for shipment to a reputable forwarder. From there it is completely in the hands of your forwarder to deliver your Picturewall® properly and in perfect condition ( insure your product with your forwarder).
The Picturewall package dimensions per unit are:
( 28" x 24" x 6" )
each package weight > 18 lbs for each 1 inch frame set
and 24 lbs for each 2 inch frame set.
PLEASE NOTE: ALL PICTUREWALLS SENT TO A FORWARDER and shipped OUTSIDE OF THE CONTINENTAL USA ARE FINAL SALE. Why? Return shipping and handling time and cost can be more than the product itself and therefore not feasible for us. Having said that please know that our products are all hand-made by us in the USA and inspected multiple times prior to leaving our facility. Our return/exchange rate is less than (1/2 of 1%) since we began in 2003.