FAQs

I JUST COMPLETED MY ORDER. WHAT HAPPENS NEXT?
Print only orders: Please allow up to 5 business days for your print order to be printed and shipped. To expedite your order, please contact us.
Print + Frame orders: Please allow 5-7 business days for the image to be printed, framed, and shipped. To expedite your order, please contact us.
CAN I GET MY ORDER EXPEDITED?

We work hard to get orders out the door fast. However we do accept rush orders and can rush shipping for an additional cost. Please contact us at to see if we can help you with your urgent custom printing and/or framing project.


WHAT KIND OF FRAMES ARE YOU USING?
The frames are of the highest quality, produced by manufacturers here in the U.S.A. If you know frames, then you’ll recognize Larson Juhl and Studio, as they are the industry leaders. We would not settle for anything less and neither should you. Both companies also pride themselves on responsibly sourced materials.
WHAT TYPE OF GLASS DO YOU USE?
We use UV-filtering plexiglass for all frames. Why? Because that is the best option and has become the industry standard. Chances are you will be moving and plexiglass is lighter, scratch-resistant & shatter-resistant. It also provides more UV protection and less-glare than glass. While a bit more expensive than glass, the quality and protection plexiglass offers is so good, most art sellers and galleries are using it and so should you.
WHY IS ADDING A MAT MORE EXPENSIVE?

Effectively, the cost of adding a custom mat bumps you up 1 size e.g. 8x10 print + Mat = 11x14 framed print.

The mats we use are completely archival: 4-ply, acid-free and containing a white core. This means they don't come cheap, but that’s not all you pay for when you add a mat. When you add a mat you are making your entire piece larger, up to the next size. This will make your walls happier, but it also means we use more frame moulding, more plexiglass, more packaging, and more of every other material in your custom frame.

 

HOW DO I CARE FOR MY FRAME?

To clean your framed piece, follow these dos and don’ts:

  • DO remove dust by blowing on it
  • DO NOT use your hand or a dry cloth to remove dust
  • DO clean by using a small amount of mixture of mild soap or detergent and lukewarm water. Use a clean, soft cloth or sponge. Dry by blotting gently with a lint-free cloth. Instead of soap, you can also use a cleaner designed for acryclic surfaces.
  • DO NOT use a household cleaner like Windex or products that contain ammonia.
  • DO NOT use any abrasive material while cleaning your plexiglass, it can scratch the surface.

 

HOW ARE THE PILLOWS MADE?
Photographs are printed on either linen cotton canvas or 100% cotton twill fabric (see production description for each pillow) and Duck Canvas is used for backing. Fabric is printed using eco-friendly, water-based inks on natural and synthetic fiber textile via a digital printer. No additional chemicals are used in the printing or preparation process, and there is very little waste of fabric, ink, water or electricity as a result of the printing process. Please hand wash only. 
WHERE CAN I PURCHASE PILLOW INSERTS?
Online, Michael's, and JoAnn Fabric are great!

 

WHAT IS YOUR RETURN POLICY?
For print + frame orders: Every frame is custom which means it is made specifically for you. That means that the frame will not work with anyone else’s piece. As a result, all orders are final as soon as they are placed.
We can only accept exchanges if your frame was made incorrectly or damaged upon arrival. If your order arrives in such a condition, please contact us and let us know immediately. You have 24 hours from the time of delivery to report any damage to us. It is essential that you contact us within the 24 hours, so that we can claim compensation from the courier company on your behalf, and reprint the print for you.
For postcard + pillow cover orders: Returns will be accepted within one week. You are responsible for paying return postage. Products must be free of stains and any sign of wear and tear.

 

What if the color of the print or product looks different from the images on the website?

The color settings and the type of your computer monitor that you use to view your image have an influence on the perception of how your image should look. You should be aware that images viewed in the majority of web browsers are not color accurate, and that prints may look slightly different. There is also a variation between different paper types. If precise colors are important for you, you should contact us for more information before placing your order. As we cannot guarantee the accuracy of your monitor, we will not accept color reproduction as a valid reason for return.  

HOW DO YOU SHIP AND DO YOU PROVIDE SHIPPING INSURANCE?
For print + frame orders, we use Fedex which provides a base level of insurance up to $100 plus the cost of the frame. Additional coverage is available upon request for an additional fee. Once your order ships a tracking number will be sent.
For postcard + pillow cover orders, depending on the size of your order, we use USPS Priority Mail shipping which includes insurance up to $50. Once your order ships a tracking number will be sent.
If you have more specific questions, feel free to contact us.

 

WHERE DO YOU SHIP?
For print + frame orders, we ship for free to the continental United States. We can ship internationally, APO and PO boxes upon request please email us at thesunsetshop@sambatothesea.com for a quote. Due to the complex nature of shipping internationally, we hope to one day be able to expand our service to a broader international audience.

For postcard + pillow cover orders, we ship within the United States. International orders are responsible for customs tax. For international orders, please contact us for a shipping quote.

 

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If you don’t see your question answered here, please contact us and we'll be happy to help!

 

 

 

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