Frequently asked questions
HOW CAN I TRACK MY ORDER?
For prints, once your order is ready to go, our printer hands it over to the carrier and send you a shipping confirmation email with a tracking number. You can click on that number to see the latest updates on your shipment’s location via our tracking page.
For original work, we use UPS Express and you will be provided with a tracking number as soon as we are given it.
HOW IS MY PRINT SHIPPED TO ME?
Posters are shipped in triangular kraft boxes to ensure safe delivery and avoid using plastic caps. In several locations, we use stay-flat envelopes for posters in size 8 × 10 in. (Orders fulfilled in Australia are packaged in cylinder cardboard tubes.)
Framed prints come in cardboard boxes ranging in dimensions from 12 × 18 × 2 to 28 × 38 × 6 in.
Framed prints are first wrapped in tissue paper to protect them from scratches and then wrapped in a layer of adhesive bubble wrap or a foam pouch.
WHAT IF MY PRINT OR POSTER ARRIVES DAMAGED?
If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org. Keep in mind that the whole item should be visible in the image. We’ll take a look and get in touch with you about the next steps.
WHY CAN’T I BUY PRINTS OF ALL YOUR PUZZLES AND OTHER ARTWORK?
That’s a good question which we get asked all the time! Some of Shelley’s commissioned work require us to sign a contract that gives the “commissioner” full rights to the product in return for a one-time payment. Yes, we think of Taylor Swift or the Beatles every time we sign such a contract, (which is rare) but in some cases, for example, there are complex copyright issues that would make it tricky for us to be in the same business as the person commissioning the work.
Also, Artists rights are different in different countries and so we are always conscious of working in harmony with our partners to make sure we don’t create unwanted legal challenges.
We try to provide links for all our partners that use Shelley’s work in their products. If we are unable to provide a print to you of a particular piece, we encourage you to contact the partner and ask them for one!
If there is a particular print you would like and is not shpowing in the store, it's likely we just haven't arranged production as yet! Just drop us a note and we will sort out a product just for you.
WHY ARE THE FRAMES FOR THE ORIGINAL COLLAGES SO IMPORTANT?
Because these are handmade, living pieces, many with
overhanging elements from the collage assembly, and they can also be fragile.
We use an acid-free, bright white background within the frame (and the original collage is usually in a white frame), with the art mounted in a slightly raised fashion (so as to appear floating) above the matte. We use Museum Glass, specially coated to make the viewing of
the art completely glare and reflection-free (it looks like there is no glass; all you see is the artwork), as well as being UV filtering (a very important
feature, due to the use of fragile, paper ephemera).