Arthur C. Clarke said Douglas Adams' use of "don't panic" was perhaps the best advice that could be given to humanity.
If something happens to your order, I got you, we got this. It's shocking to discover that the piece you love so much may have a discrepancy or been damaged in transit. In my life, I have learned to expect the unexpected, embrace the unknown even though the clutches of anxiety may be closing in, and once that initial whoosh of emotion goes past, I have learned to trouble shoot. My dream is to have my art connect with you and be with you, if something unforeseen happens I am here to work with you and walk through it together. One of the maybe not so neatest things about being neurodivergent is that I compulsively think of life's hiccups until I've covered most logical and sometimes illogical possibilities. Though I may not cover them all, here I've gathered some of the more common instances and strange happenings that other artists have endured, and created a guide on what I need you to do so I can best partner with you. Also, I'm sorry to say that if an elephant comes into your house and sits on your unopened package right in front of you, I think you have bigger things than a damaged piece of art to deal with (if this does happen, contact me and send photos of said elephant, we'll talk).
This is important. Do not submit a second order, doing so could result in a double order, meaning you get charged twice and you get two orders. If you do not find your Order Confirmation Email, and you have looked in your spam/junk folder, email me at info@kristinaljager.com to resolve the issue. If I see your order on my end I will send you a confirmation. If not I will let you know. Please use NO CONFIRMATION EMAIL in the subject line of your email, and if you have access to it, your order number. It could also be helpful to check your financial records to see if a transaction has gone through or is pending.
Unless your order has already gone into production you can cancel it. Email me at info@kristinaljager.com right away and I will do my best to assist you. In the Subject Line of the email type: URGENT: CANCEL ORDER or URGENT: ORDER CHANGE, and include the order number along with the details of what you need. If you can forward me the Order Confirmation email also that would help. I am unable to cancel orders that have gone into production, so please, take a moment before you submit your order.
If you are having your prints framed by a professional framer they can put your prints in a press for a few seconds and your prints will flatten right away. If you would like to flatten them yourself check out this video for a good technique to do so. The time varies depending on the number of prints you are trying to uncurl. Any fine art paper print that is over 12x16 inches (40.64x40.64cm) will most likely be shipped in a tube.
AN IMPORTANT NOTE ABOUT FRAMING AND DISPLAYING
Connecting with a piece of art and inviting it into your home is an amazing feeling. One thing that tends to get overlooked in the excitement, especially if you are new to art buying is Framing and Displaying. There are many ways to frame and display art, smaller pieces can be displayed on bookshelves or curio cabinets, maybe even hung in ways that are personal to you and reflect your style. Larger pieces may require reinforcement when hanging, regardless of the size of the piece it's important to know that light will eventually fade it, the colours may become less vibrant over time depending on what you use to display. Always opt for UV protection when you can, and display out of direct sunlight. Though the materials I choose are archivial quality, if you decided to display a piece in direct sunlight with out protection, expect fading over time. Your local framer can help you decide which glass to use and matting if you are doing so.
It's very rare that your order would get mixed up, but during the holidays especially, humans human and there is a possibility. This can be jarring especially if it was meant as a gift. If this happens, contact me as soon as you possibly can. Take photos and email them too me at info@kristinaljager.com with the Subject: URGENT RECEIVED WRONG ORDER, along with the order number. I will do my best to correct this mishap as quickly as possible and find your art.
Deep breath, cuz that's another jarring experience. If the shipping materials were banged up in transit AND your art was not, then the box/crate did it's job. I'd still like to see pictures, as I need my vendors to know what's happening. Email me at info@kristinaljager.com with the Subject: DAMAGED SHIPPING MATERIALS and include your order number and pictures of the damaged shipping container. oh, and I'd love to see a picture of you with the art.
Eek! that can feel like a nightmare, I got you. Sometimes this happens, no matter how careful we are we just cannot control everything. Take pictures and document it. Then email me at info@kristinaljager.com with the pictures, order number, and the Subject line: URGENT ARTWORK DAMAGED.
DO NOT THROW AWAY THE SHIPPING MATERIAL. I will get in touch with vendor and work on getting you a replacement. Depending on what is going on, I may need you to send the piece back to me, if so we'll work that out and get you a shipping label.
This is an unfortunate reality of ordering online, regardless if it's an amazing art piece or new socks. Once it's shipped, there is just not much I can do, I'm not driving the truck. Having been in the position myself of not having a gift arrive in time, I encourage you to print off the webpage with the piece on it, place it in a card, and present your gift, you can then make plans to get together when it does arrive and hang it together. I know it's not the same as presenting an amazing art piece and having that moment, yet your person will still feel loved and have it's arrival to look forward to.
Often times my work can take me to places where there's little access to technology, at least the kind that can connect us readily. When this happens, I will not be reachable. This is why I encourage you to fall in love with a piece and make certain you are ready to bring it home. When I do venture out I'll make an announcement in my newsletter days in advance encouraging you to place your orders so they may be processed and shipped out before I leave. You absolutely can place an order while I am gone, they may just take longer than usual to be processed and arrive, so have patience, you will be contacted with a shipping invoice as soon as I am able. When you sign up for my newsletter you'll be the first to know when I'm off adventuring, and when I return with tales to tell.
Feel free to email me at info@kristinaljager.com with any questions or concerns and I will do my best to get back to you in a timely fashion.
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