Frequently Asked Questions
Below you will find some of the most common questions. If you have additional questions, please feel free to contact our support team directly.
Orders
WHEN WILL MY ORDER ARRIVE?
Each of our art prints takes approximately 10-14 business days to be printed, mounted, framed and shipped. Once shipped, you will receive a FedEx tracking number so you can follow the status of your order. Most orders take between 3-5 days in transit.
DO YOU INCLUDE PAYMENT INFORMATION IN THE PACKAGE?
No, we do not include an invoice with your order, just a packing slip with our branding. Our prints make great gifts and we also offer GIFT CARDS if you are unsure of what to choose for that special someone.
MY PRINT ARRIVED DAMAGED. WHAT SHOULD I DO?
In the rare case that your print arrives in less than perfect condition, please contact us immediately. Send us photos of the damaged piece and the box it arrived in to HELP@ITSIBANEZ.COM so we can assist you. Be sure to include images of the box or boxes your artwork arrived in, even if they don't show any obvious signs of damage.
MY ORDER IS LOST, WHAT SHOULD I DO?
If your order appears as delivered but you have not received it, please contact us by sending an email to AYUDA@ITSIBANEZ.COM, and we will track it for you.
Photographs
CAN I FRAME THESE PRINTS MYSELF?
Yes, we offer unframed prints so you can customize the final style of your artwork. Simply select "unframed" when adding the artwork to your cart.
CAN I MAKE CUSTOMIZATIONS TO THE FRAME FOR AN ADDITIONAL COST?
Unfortunately, we do not offer customizations at this time.
WHAT MATERIAL ARE YOUR FRAMES MADE OF?
All of our frames are made of wood and hand assembled for each piece.
WHAT DO YOU RECOMMEND FOR HANGING FRAMES?
Each frame includes a Wall Buddies mounting system that makes hanging easy. Depending on your wall, we recommend using nails for the smaller sizes and screws and tacks for the three larger sizes .
ARE ANY OF YOUR PRINTS SIGNED OR NUMBERED?
We will occasionally release limited and signed pieces.
DO THE PRINTS HAVE A GLOSSY OR MATTE FINISH?
All our prints are printed on 270gsm archival matte paper, made from 100% cotton.
DO YOU USE GLASS OR ACRYLIC IN YOUR FRAMES?
We will occasionally release limited signed acrylic prints. We use a thick sheet of UV protected acrylic for all of our art prints. Although it is more expensive than glass, we have chosen acrylic because it offers better protection and is less likely to be damaged during shipping.
RETURNS AND CANCELLATIONS
WHAT IS YOUR RETURN POLICY?
Each piece is printed, mounted and framed to order exclusively for you, so we do not accept returns.
CAN I EXCHANGE MY PIECE FOR A DIFFERENT SIZE?
All sales are final. We cannot accept returns or exchanges as each piece is custom made for you.
CAN I CANCEL OR MODIFY MY ORDER?
All cancellations and modifications must be made within 24 hours of purchase. Since we print and frame each piece especially for you, it is not possible to make adjustments once we begin the framing process.