FREQUENTLY ASKED QUESTIONS
HOW TO ORDER
Q. How does one or a company open an account to get started?
A. Visit our Setup Account page. From there you'll be able to download our new customer starter kit, which contains our New Account Application, Credit Card Authorization and ArtLine's W9 Form. Fill out application and send back to us.
Q. How do I place an order?
A. Contact a rep to request a quote for the product(s) you're interested in.
Phone: 800.795.9596 (Questions about ordering)
Q. What format should orders be sent in and where?
A. Send a Purchase Order or Signed Quote to the following contacts:
Phone: 800.795.9596 (Questions about ordering)
Q. Is there a minimum order required?
A. We encourage a minimum order of $500 but do not charge a minimum fee.
Q. How can I pay for an order?
A. New clients are required to pay 50% down to process their first order. Balance of your invoice can be paid in 30 days upon your credit application approval.
Q. What type of payment do you accept?
A. Check, Visa, MasterCard, American Express, Discover. Download the New Account Application or Credit Card Authorization Form. Credit card information can also be taken over phone with a rep if preferred.
Q. What are your lead times?
A. 4-6 weeks from when purchase order is placed.
Q. Do you accept rush orders?
A. We try to make every rush request but some requests may incur a rush charge of 20%.
OUR FRAMED ARTWORK PROGRAM
Q. Your website shows images but not sizes, how do you determine size availability?
A. We allow you to select almost any size you want to be printed on poster paper, canvas and printed substrates such as Acrylic, Aluminum, Bamboo, Cork, and Mirror. This method is commonly referred to as "PRINT ON DEMAND" or "POD".
Q. Are the images (POD's) always available?
A. Yes, we have developed our program so that we can assure you that any images you see on our website and in your image catalog will be ready to order.
Q. What information do you need from me to create an image catalog and quote?
- Project Description: Type of building, design style, colors and size suggestions.
- Style of Art: Use our website artwork page as a resource if you don't have any art selected.
- Project Timeline: When would you like it shipped and / or installed?
- Geographic Location: You may want to include imagery specific to your area.
- Budget: Give us your budget so we give you what you want at the price you need.
Q. What will my package look like and how will I receive it?
A. Each presentation catalog is created on a Microsoft Word, and emailed for your approval as a PDF file. This format will allow you to review a large variety of images and make notes so you are able to be selective on your final image choices and will also allow our team to make any changes you request in a short time frame.
Q. Can your team make on site visits and local presentations prior to project start?
A. Absolutely. We want to make sure our clients are comfortable with our team and we understand they may need our direction and expertise when evaluating a new project and developing scope.
Q. Does ArtLine manufacture all of the case goods listed on the website?
A. ArtLine manufacturers all case goods in-house and uses American made materials.
Q. Can you customize your case good line?
A. In many cases our products can be customized to size and finish. These changes may require set-up fees and minimums quantity requirements.
Q. Can I request samples?
A. Finish sample colors and fabrics can be requested at no cost. Actual products samples may be paid for and credited on a future order.
PACKAGING & SHIPPING
Q. How do yo ship your product to US locations?
A. Most orders are crated and palletized for freight carriers (LTL-Common Carrier) to your locations smaller orders are shipped by Parcel Carriers (UPS and FedEx).
Q. How do you ship internationally?
A. We ship by extremely durable crating methods reinforced by 2' x 4' construction. Each shipment is built to be handled Air, Ship (containers), Truck and Railroad.
Q. Do we have to handle the transportation method and paperwork?
A. We handle all parts of shipment by giving you the best rates and scheduling your shipment around your deadline. We handle international paperwork as well with an international freight broker.
Q. Are there special requests we can make on our shipment for time sensitive deliveries?
A. Yes, we offer Time Critical deliveries down to the day 2-hour window. We also offer Lift-Gate if you don't have a loading dock or forklift at the destination. If you need the shipment delivered into a designated area within the building you should request Inside Delivery with your quote.
DAMAGED OR DEFECTIVE PRODUCTS
Q. What should we do when we see or receive damaged products?
A. Take a photograph of any damaged packages. It is common but rarely will the product itself be damaged. Have the delivery driver note the damage on the exterior packaging but proceed with unpacking the product. If there is any damage to the product take a picture and we will replace it at no cost.
Q. Can my order be returned for any reason?
A. Standard products can be returned within 30 days for full credit as long as it's returned in the original packaging and does not arrive to ArtLine with any damage.
Q. What if the product is returned after 30 days?
A. A 40% Re-stock fee will be applied if returned after 30 days but within 60 days. A return will not be processed after 60 days from the ship date.
Q. What if my order is custom?
A. We do not honor any custom product returns. It is your responsibility to approve any specs and samples before placing your custom purchase order.
Q. Are all of your products under warranty?
A. Yes, we guarantee the quality of your products for a period of year from date of delivery. Please email firstname.lastname@example.org for any product warranty claims. Please submit a picture of any corresponding damage to expedite your claim for replacement.