Frequently Asked Questions

Last Updated: 04/15/2019

DEFINITIONS

Within these Frequently Asked Questions, the following definitions shall apply:

  • HNWgallery” or “we” or “us” or “our” shall refer to Auction House Portal, Inc. d.b.a. HNWgallery, whose registered address is located at 1451 W. Cypress Creek Road, Suite 300, Fort Lauderdale, Florida, USA, 33309.
  • Website” shall refer to the website located at https://hnwgallery.com which is owned and operated by HNWgallery.
  • Services” shall refer to the services provided by HNWgallery and the Website, including but not limited to artwork sales, print production, commissioned artwork and artwork shipping.
  • user” or “users” or “you” or “your” or “I” or “my” shall refer to users of the Website and the Services.
  • Duties & Taxes” shall refer to any duties or taxes which may apply to your purchase and/or delivery, as defined in the Terms and Conditions
  • Frequently Asked Questions” shall refer to these frequently asked questions for using the Website and the Services. Please also review our Terms and Conditions and Privacy Policy, which also govern your use of the Website and the Services.

WHAT ARE THE SHIPPING OPTIONS AND COSTS?

If your artwork is being shipped out of our printing studio in the USA, the FedEx shipping options and costs will appear in your shopping cart and order summary during checkout. If FedEx shipping options and costs do NOT appear in your shopping cart and order summary during checkout, you will be billed separately for shipping. Simply complete your purchase and a representative will contact you to discuss shipping options and costs prior to delivery. Alternatively, you can contact us during checkout by clicking on the blue circle to visit our help desk. We use FedEx in the USA (lower 48 states) and either FedEx or USPS for international shipments leaving the USA. We use Parcelforce in Europe and for international shipments leaving Europe. The shipping costs will be based on where the artwork is being shipped from; where the artwork is being shipped to; the size and weight of the package; and the shipping service being used. If the shipping costs from FedEx, USPS or Parcelforce are too high, we may be able to offer a solution (such as having your print rolled in a tube and shipped to a local framing shop in your city and country; or having our printing studio in the UK create your print instead).

HOW LONG DOES SHIPPING TAKE?

If your artwork is being shipped out of our printing studio in the USA, your FedEx shipping options will appear in your shopping cart and order summary during checkout. For information on each shipping option, you can refer to the FedEx Service Guide. For all other artworks, or if you require rush shipping, a representative will contact you to discuss shipping options and costs prior to delivery. Alternatively, you can contact us during checkout by clicking on the blue circle to visit our help desk. The delivery time will be based on where the artwork is being shipped from; where the artwork is being shipped to; and the shipping service being used (i.e. FedEx, USPS or Parcelforce).

HOW CAN I TRACK MY ORDER?

You will be notified via email as soon as your order has shipped. If a tracking number is available (or if you requested a tracking number), you will be provided with the tracking number at that time.

HOW LONG DOES PRODUCTION TAKE?

The production time for prints will depend on which printing studio we will be using. For example, our printing studio in the USA requires 2 to 3 weeks; whereas our printing studio in the UK requires 7 to 10 days. If you need to rush the production, please click on the blue circle to visit our help desk and we will provide you with the available options and costs.

ARE DIFFERENT FINISHES AVAILABLE?

Different finishes may be available for certain prints. Please click on the blue circle to visit our help desk and discuss your requirements.

ARE STANDARD OR CUSTOM FRAMES AVAILABLE?

Standard frames may be available for certain prints. For custom frames, we may be able to ship the print (rolled in a tube) to a local framing shop in your city and country. Please click on the blue circle to visit our help desk and discuss your requirements.

CAN MY ORDER BE SHIPPED INTERNATIONALLY?

Absolutely! We ship to most countries around the world. If your artwork is being shipped out of our printing studio in the USA, we can ship internationally using the FedEx shipping options that appear during checkout. For all other artworks, or to discuss international shipping options, please click on the blue circle to visit our help desk and discuss your requirements. If the shipping costs from FedEx, USPS or Parcelforce are too high, we may be able to offer a solution (such as having your print rolled in a tube and shipped to a local framing shop in your city and country; or having our printing studio in the UK create your print instead).

WHAT ABOUT DUTIES & TAXES?

Currently, HNWgallery only charges sales tax for customers located in Florida, USA (although this is subject to change, without notice). Any additional Duties & Taxes which may be required by the carrier (either before, or at the time of delivery) will be your responsibility. These Duties & Taxes will be dependent upon the customs process in your country. If you would like to prepay any Duties & Taxes, please click on the blue circle to visit our help desk and discuss your requirements.

HOW IS MY ARTWORK PACKED FOR SHIPPING?

Our goal is to have your artwork delivered in perfect condition. Artists on HNWgallery are required to follow strict standards for shipping original works from their studio. Meanwhile, our printing studios have professionally trained shipping staff with decades of experience and they pack each print carefully to ensure safe arrival. For orders from our printing studio in the USA, prints up to 30” x 40” are typically shipped in a reinforced cardboard box with Styrofoam and paper wrap; while prints over 30” x 40” are typically shipped in a wooden crate with Styrofoam and paper wrap. Alternatively, certain prints can be rolled in a tube for international shipping to a local framing shop in your city and country. Our packages travel all over the world and our team of experts will make sure that your artwork is shipped safely and securely.

CAN MY ORDER BE SHIPPED TO A POST OFFICE BOX?

Shipping to a P.O. Box is available for a custom fee. However, shipping to a P.O. Box is only available via USPS and we will always do our best to get you the lowest possible shipping rate. USPS can deliver packages up to 11″ x 14″ to a P.O. Box, whereas larger items must be shipped to a street address. We can also ship to an A.P.O. address through USPS. Please click on the blue circle to visit our help desk and discuss your requirements.

DO I HAVE TO SIGN FOR MY PACKAGE?

All orders getting shipped from our printing studio in the USA will be shipped via FedEx (customer signature required), unless a different shipping method is requested by the customer. All orders getting shipped from our printing studio in the UK will not require a signature (unless one is requested by the customer). If the carrier feels that the delivery address is secure, they will leave the package at your door. For all other orders, if you wish to have your package delivered after a certain date, or if you want to sign for your package, please click on the blue circle to visit our help desk. We will try to accommodate your request, although additional charges may apply.

CAN MY ORDER BE SHIPPED AS A GIFT TO A THIRD-PARTY?

Absolutely! You can provide the recipient’s delivery address during checkout. Furthermore, if you would like us to include a personalized gift message with the package, simply type your gift message in the “Customer Notes” box during checkout.

CAN I COMMISSION AN ARTIST FOR CUSTOM ARTWORK?

Absolutely! You can commission any emerging, mid-career or established artist on HNWgallery (subject to mutually acceptable terms). At your request, they can create a single artwork, an entire series, or a custom project for individuals, corporations, hotels, restaurants, interior designers or art collectors. Please click on the blue circle to visit our help desk and discuss your requirements.

CAN MY ORDER BE CANCELLED?

If the listing, invoice or receipt says “FINAL SALE”, then cancellations are not allowed. For all other artworks, you may cancel your order for a full refund before HNWgallery has paid any third-party costs; and before it has gone to production (for prints); and before it has shipped (for originals).

CAN MY ORDER BE RETURNED?

If the listing, invoice or receipt says “FINAL SALE”, then returns are not allowed. For all other artworks, you may return the artwork within 14 calendar days of the delivery date for a full refund minus the shipping costs, subject to the following conditions:

  • You must contact us (see below) for a return authorization number within 14 calendar days of the delivery date.
  • The artwork must be returned in a new, unused and undamaged condition.
  • The artwork must be repackaged carefully (so please take care when unpacking your order).
  • The artwork must be picked up by the carrier before the expiry of the 14 day return period.

If the returned artwork is received in a condition other than its new and original condition, then the refund amount will be adjusted to reflect the condition by a minimum of 15% of the purchase price. Most refunds are processed within 3 to 5 business days after we receive the return. Please note that returns are not allowed for commissioned artwork; artwork that has been customized at your request; or artwork that has been framed, mounted, altered or damaged by a framing shop. Furthermore, if you paid for your order using PayPal, then PayPal may charge you a fee for the return of the funds (and any such fee is not covered by HNWgallery). For all returns, you may use your choice of return shipping company at your cost. Alternatively, you can contact us (see below) to request a return shipping label and have the return shipping costs deducted from your refund. The return shipping costs will vary depending on the shipping company used and the size and weight of the package being returned.

WHAT IF I RECEIVE THE WRONG ARTWORK?

If you receive the wrong artwork, please take the following steps:

  • You must contact us (see below) within 48 hours of the delivery.
  • The artwork must be returned in a new, unused and undamaged condition.
  • The artwork must be repackaged carefully (so please take care when unpacking your order).

If the proper artwork is still available, we will ship the proper artwork to you at no charge and have the carrier pickup the wrong artwork. If the proper artwork is no longer available, we will provide you with a full refund, including the shipping costs.

WHAT IF THE ARTWORK IS DAMAGED DURING SHIPPING?

If the artwork has been damaged during shipping, please take the following steps:

  • Immediately take photos of any damage to the artwork and the packaging.
  • Keep the packaging and its contents.
  • You must contact us (see below) within 48 hours of the delivery and send the photos via email to info@HNWgallery.com

If we can replace the artwork, we will ship a new order to you at no charge and have the carrier pickup the damaged order. If we cannot replace the artwork, we will provide you with a full refund, including the shipping costs.

WHAT IF THE PACKAGE IS LOST DURING SHIPPING?

If the package is lost during shipping and if we can replace the artwork, we will ship a new order to you at no charge. If the package is lost during shipping and if we cannot replace the artwork, we will provide you with a full refund, including the shipping costs.

WHAT MATERIALS WERE USED TO CREATE MY ARTWORK?  

Please refer to the artwork information in the listing for a description of the materials used. If you require additional information, please contact us (see below).

HOW SHOULD I CARE FOR MY ARTWORK?

Your artwork should be treated as you would any other piece of fine art. Do not position your artwork where it will be near direct sunlight. Do not attempt to clean it with water, glass cleaner, or any other liquids or chemicals. You should ONLY use a soft dry dust brush to gently remove dust, but only when necessary.

WHO CAN I CONTACT FOR ASSISTANCE?

If you have questions or require assistance, you can click on the blue circle to visit our help desk, or you can email us at info@HNWgallery.com, or you can use the “Inquire” tab at the bottom of the listing, or you can contact us by telephone or WhatsApp at 1.310.567.3007