Fulfillment FAQs

• I am based in Texas. How can I avoid sales tax?
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I am based in Texas. How can I avoid sales tax?
1. The account holder will need to enter their business information within their account so that we can later make it tax exempt.
2. Provide a valid Texas Sales Tax ID (apply here) or any other valid U.S. state sales tax ID.
3. E-mail us a completed and signed copy of the Texas Sales and Use Tax Resale Certificate / Exemption Certification.   If your Tax ID number is outside of the state of Texas, enter it in the second tax ID field below the one for the Texas field.
Please note the following: We cannot refund sales tax charges for previously placed orders. Also, we cannot accept tax exempt forms from other states since they may not be recognized by the state of Texas.
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• Do you collect sales tax?
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Do you collect sales tax?
We only charge sales tax if your billing or shipping address is in the state of Texas. If you are outside the state of Texas but you have a customer in Texas, you will be charged sales tax unless you are registered with FinerWorks as “Tax Exempt”. Contact us for instructions on making sure your account is tax exempt for orders being shipped to Texas.
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• Do you collect VAT?
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Do you collect VAT?
No. VAT (Value Added Tax) is something not currently applicable in the United States where FinerWorks is located. If you are not based in the U.S. and are subject to paying VAT, then this would be your responsibility outside of your purchase from FinerWorks. If you have additional questions about VAT, we recommend to consult with a tax specialist.
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• What happens if my customer decides they do not like the print they received?
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What happens if my customer decides they do not like the print they received?
While we do offer a 30 day money back or replacement guarantee in most instances, customers who use us to fulfill their orders are responsible for any third party refunds or returns.  Please visit our returns page for more details.
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• Are discounts available if I order frequently?
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Are discounts available if I order frequently?
If you have a history of placing a substantial number of orders on a weekly basis at regular intervals, we would love to discuss with you the various discount programs we can offer based upon the options you plan to order. We will gauge this on size, style and volume of prints.
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• Can I include a message for my customer?
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Can I include a message for my customer?
Yes. When you place your order, the final review page has a box where you can include comments. These will be printed on the packing slip. Please note, this box only allows for text and letters so you will not be able submit website links.
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• What do I do if my customer says their order was lost or damaged during shipping?
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What do I do if my customer says their order was lost or damaged during shipping?
Print’s being lost or damaged during shipping is rare however it does happen on occasion (less than 1% of orders are ever reported to us) and we will do everything possible to provide a replacement as soon as possible. For more information please visit our returns and replacement page.
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• How will I know when you have shipped an order?
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How will I know when you have shipped an order?
Whenever we ship an order we will send an e-mail notice to the e-mail address you provided in your billing information. This email will include a link where you can access a copy of this order as well as tracking information when made available. Note that orders shipped from our partner lab may not always have tracking information available.
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• How do I track my orders?
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How do I track my orders?
You can login to the order status page or go to your order history (if you have an account). Toward the bottom of the copy of the order, we will post your tracking number shortly after your order has shipped.
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• Can I have international orders drop shipped?
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Can I have international orders drop shipped?
If you are based outside of the U.S. and want your order drop shipped, we recommend you enter your business information within your account but use our address. This prevents confusion and potential problems which can occur with the shipping service or even customs. This also helps us since we must use a U.S. based address on the customs forms.
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• Can I quickly re-order the same prints?
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Can I quickly re-order the same prints?
You can do this by creating a virtual inventory of prints or cards. Once you have uploaded images to your account in your personal galleries, you can setup individual giclee prints or cards with different sizes and styles. These will be stored in “My Prints Inventory“. When you need to have an order drop shipped to your customer, go there and add the print you need to your cart.
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• Can I store images I frequently print?
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Can I store images I frequently print?
Your account offers you the ability to store a limited number of images based upon your account type. You can categorize these in various custom galleries you setup. After logging in, go to the “My Images” link which will take you to a batch uploading tool. Select the image files you want to upload and they will be uploaded to your account. You can order prints from these images anytime you want. This saves a lot of time, especially if you have large image files. These uploads will be stored securely and are inaccessible to the public. Whenever you place an order for a print from one of these images, a copy of your high resolution image will be forwarded to our production department for printing.
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• Can you store my checkout information?
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Can you store my checkout information?
When you login to your account visit the quick checkout page. This stores the billing and shipping information you intend to use for your orders. When it comes time to place an order, your checkout page will be populated with this information. If you do not anticipate on shipping your orders to the same customer each time, you may want to leave the “Shipping” fields blank. While about 30% of our drop shippers use PayPal, you can also opt to keep a credit card on file. Be aware that we do not store the actual card number beyond the expiration date and last 4 digits. A payment access token is generated by the payment processor which can only be used when you order on this site.
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• Can I provide a logo on packing slips?
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Can I provide a logo on packing slips?
When you are registered with FinerWorks and login to your account, you will see an area where you can enter business information. Included here is the ability to upload a logo. This will serve two purposes. One, it will cause your orders to automatically have the drop ship option checked (you can always uncheck this on the order review page if you don’t want the order drop shipped) and second it will make any drop shipped orders include your logo. Your logo will be displayed on the packing slip. Visit our YouTube channel to see how to upload your logo to your account.
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• Can packing slips show my business information instead of my billing info?
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Can packing slips show my business information instead of my billing info?
If you have a registered account with FinerWorks there is an area within your account where you can save your business information, such as the company name, department or contact person and address. As long as you have added your business, we will use this information as the sender in place of your order’s billing information.
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• Is the FinerWorks brand hidden from my customers?
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Is the FinerWorks brand hidden from my customers?
The packing slip will not display any prices or FinerWorks information. In addition, the return address on the shipping label has the name, company and address you entered in the billing phase of your check out. If you want to see how this looks for yourself, just check the drop ship option the next time you place an order (even if ordering for yourself).
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• Who will deliver my print?
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Who will deliver my print?
Prints shipping from our San Antonio production headquarters  are delivered by either USPS or UPS or FEDEX.
Prints shipping from our partner facilities will be delivered by various carriers including UPS, FEDEX and UPS.
International shipments will be delivered by various carriers.
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• Can FinerWorks add inserts with my orders?
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Can FinerWorks add inserts with my orders?
Finerworks does not add inserts with orders.
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• Will my print come in its own plastic print sleeve?
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Will my print come in its own plastic print sleeve?
With the exception of stretched and mounted canvas, your print should arrive sealed in a clear (plastic) print sleeve. These print sleeves are intended solely for the purpose of added protection during transport. If you wish to obtain print sleeves for your own personal inventory, you can order print sleeves here. They are ideal for protecting your work from finger prints, smudging, dust and scratches as a result of casual handling or storage while also increasing the perceived value of the print.
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• How are orders shipped?
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How are orders shipped?
For mounted prints, we usually ship via UPS. Prints with a overall sheet size (print size plus borders) greater than 15×19 may also be shipped via UPS. Otherwise customers can choose U.S. Postal Service options. We package all prints carefully protecting them with corrugated sheets, clear plastic sleeves and kraft paper. Prints with a total sheet size of 20×30 or larger will be shipped rolled in a tube unless it is mounted. Otherwise all prints are shipped flat.
For digital prints and products shipped from our Atlanta pro lab, prints are shipped via UPS or via the US Postal Service. We have a separate shipping rate schedule for prints shipping from the Atlanta lab. Prints are shipped either flat or rolled, dependent upon shipping method selected, destination and items being ordered.
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