GENERAL SITE QUESTIONS
If I sign up for the email list, will I get spam?
We do not disclose our customers’ information to any third parties. We value our customers’ privacy. You will only receive updates and promotions regarding Iris Scott.
Do I need an account to check out?
You can check out as a guest if you don't want to create an account. However, having an account with us makes the ordering process easier and faster as your information is stored on our secure servers.
If I forget my password, what do I do?
Go to your account page. Click on “forgot my password”. We will email you a temporary password to the email address on file.
Do you offer trade pricing or wholesale accounts?
We offer exclusive trade pricing and services to interior designers, retailers and members of the design community. To become a member, please email email@example.com.
ORDERING & PAYMENT
What payment methods are accepted?
We currently accept Visa, MasterCard, American Express and Discover, as well as Paypal.
How do I use a discount code?
The discount codes are applied during checkout. Just put the code in the appropriate box and your total will adjust accordingly. If you are having trouble with a discount code, email firstname.lastname@example.org or call us at 929.264.7520.
Do I have to pay sales tax?
Iris Scott's Online Store is required by law to charge applicable sales tax for orders shipped to New York State only. Recipients of orders shipped to other states are responsible for complying with state and local tax laws.
Is your site secure?
Our website uses Secure Sockets Layering (SSL) to encrypt your personal credit information, including your credit card number, before it travels over the Internet. SSL technology is the industry standard for secure online transactions. Because we use SSL, placing an order online at our website is just as safe as giving your credit card number over the telephone.
I just placed an order, but wish to change the shipping address. Can I do that?
If the order has not shipped yet, we can change the address without expense or delay. If the order has already shipped, but not yet arrived, we may be able to change the address for you. However, there will likely be an additional charge to change the address. Don’t be mad at us, blame FedEx, UPS!
Can I cancel an order?
We prefer you didn’tJ, but of course we can help you with that. Email us at email@example.com or call us at 929.264.7520. If the order hasn’t shipped yet, we will cancel it immediately. If the order has already shipped, we still may be able to cancel it with an associated fee.
SHIPPING & RETURNS
How do you ship your orders?
Orders within the United States are shipped by US Postal Service, United Parcel Service Ground or Federal Express Ground.
Do you ship to a PO Box?
Anything shipped via US Postal can be shipped to a PO Box. Any of our large and extra-large sizes are too big to ship via US Postal. If you are unsure, email us at firstname.lastname@example.org or call us at 929.264.7520. We will let you know if the item(s) you wish to purchase can ship to a PO Box.
How long will it take to receive my order?
Depending on the item you order, it will take between 3 and7 business days to process. Shipping times will vary according to your location. These are the estimated travel times using Fedex Ground:
East Coast - 1-3 business days
Central US - 3-4 business days
West Coast - 4-7 business days
I need it faster. Can I get expedited shipping?
If you require expedited shipping (e.g. overnight, 2-day), email us at email@example.com or call us at 929.264.7520. We will send you a shipping quote for the expedited shipping.
Can I track my order?
Once your order ships out from our facility, you will receive an email with tracking information.
Do you ship internationally?
While there is not an international shipping option on the site, we want to accommodate everyone around the globe. Email us at firstname.lastname@example.org or call us at 929.264.7520. Provide us with the size of the canvas(es) that you wish to purchase, as well as your complete shipping address. We will respond to you promptly with a shipping quote and will assist you in completing your purchase. International shipments typically ship either US Postal International or Fedex International. Iris Scott / Jaxson Rea is not responsible for any local taxes or duties that may be required for final delivery.
What is your return policy?
We want you to be completely satisfied with your order. If, for any reason, you are not completely satisfied, we will gladly accept the return of undamaged merchandise, so long as it is returned within thirty (30) days from the original ship date. In order to receive a full refund the item must be in new, unused, undamaged condition, and packaged carefully. If returned item is received in a condition other than new and unused, we may not authorize your return or exchange. We do not refund shipping costs unless there was a processing error on our behalf.
You may use your choice of return shipping carrier at your cost, or request a return shipping label and have the cost of return shipping deducted from your refund. The cost of return shipping will vary depending on the carrier and the size of the package to be returned.
To initiate a return, please email us at email@example.com. We will issue you a return authorization number and provide you with an address to send the items to. Pack your item(s) in the original shipping box, if possible, and return it to us using the delivery service of your choice. Include a copy of the original invoice. We are not responsible for lost or damaged packages. We will notify you via e-mail once your return has been received and processed.
What if my order was damaged during shipping?
If you received a damaged item, please notify us within five (5) business days, via email at firstname.lastname@example.org, of your receipt of the item to qualify for a return or exchange. Please keep the packaging and its contents. We will ship a new package to you at no charge and have the courier company pick-up the damaged order. If the package is lost during transit, we will ship a new product to you immediately.
The return of the defective item must be postmarked within fifteen (15) days of receipt. If you fail to provide us with prompt notification, we may not authorize your return or exchange.
I returned an item. When will I get refunded?
Once we receive and inspect the item, assuming it is in new and undamaged condition, we will issue the refund immediately. It typically takes 3-5 business days for the refund to show up on your credit card statement.
How will my artwork arrive?
Our gallery-wrapped giclee canvases are stretched over 1.5" deep sustainable FSC certified pine wood and arrive ready to hang. We take special care of packing it to make sure it arrives safely without issue. Hardware and hanging instructions are included.
How long will my artwork last?
All of our Canvases are created using high quality materials and advanced UV resistant treatments to guarantee their long life. When treated as instructed, our materials have been tested to last up to 100 years. We recommend that you hang your artwork away from direct sunlight.
How should I care for my artwork?
Your artwork should be treated as you would any piece of fine art. Do not position where it will be near direct sunlight. Do not try to clean with water, glass cleaner, or any other liquids. Use a soft dust brush to gently remove dust only when needed.
My Canvas has a dent or ding in it. Is it ruined?
Definitely not! They are actually very easy to get out. Spray warm water on the BACK of the canvas in the area where the dent is. Let it sit for a while. The canvas will tighten and the dent will disappear. If it doesn’t work the first time, repeat the process. If you are still having an issue email email@example.com or call us at 929.264.7520. We will walk you through other options.