FAQ

We use several carriers to ship out our orders including UPS, USPS, FedEx, or DHL. If your item is a print we roll your prints in craft paper that is cut to the exact length of the tube it’s shipped in, along with acid-free tissue paper, and ship them in the sturdiest tubes available. Originals, framed artwork, prints on metal and wood, and large artwork are shipped separately from other items in well-packed boxes or shipped flat.

Most orders will ship within one week, however if your order is a specialty item such as a wood or metal piece, or during periods of higher volume, it may take us a little longer than normal. We ask that you please be patient with us during these instances. If you have ordered an original piece of artwork or a framed piece of artwork that is displayed in the gallery as a part of a show, we will ship these items at the close of the show.

Small domestic orders are shipped in a small tube, open as usual.

Large domestic poster orders are now shipped with a tube inside a box, open as usual.

For international poster orders, please view the instructional video below on how to open your tube and the best ways to handle your prints here: https://hcgart.com/pages/how-to-open-your-hcg-tube

Due to the unique nature of our collectible prints and other works of art and products, all sales are considered final and non-refundable.

When your order is ready, you will receive an email prompting you to schedule an appointment to pick up. We are currently open Wednesday - Friday, 11am to 5pm.

Yes, please place your order as you normally would and select  "Store Pickup" on the Cart page. Only the purchaser who placed the order can pick-up, sorry! 

If you were charged shipping for any parts of your local pickup order, those fees can be refunded after you pick up your order. Please reach out to us at shipping@herocomplexgallery.com or 323-424-7278 and have your order number ready, thank you!

In an effort to speed up the processing and shipment of all orders, we have discontinued combined shipping requests as of January 1, 2021.  Please make sure your order is complete at check out. 

Yes! We do ship internationally at a cost of approximately $15.00 - $50.00 for a print to be shipped to most countries. The precise shipping charges will be reflected on the very last page of the check-out process. You can review the total cost of your purchase prior to committing to your order.  Depending on the country, import duty and tax charges may or may not included in the shipping price. Please contact your country's customs agency for details regarding those fees.

VAT (Value-added tax) is required for all UK and EU Purchases.

VAT will automatically be applied to the selling price and shipping cost for orders less than £135* or €150*, and the VAT will be remitted to the UK and EU governments.

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* For orders over £135 or €150, VAT may or may not be applied to the selling price and/or shipping and the buyer will be responsible for paying VAT, customs duty, and any other applicable taxes and fees prior to the courier company delivers the order. Customs or the courier company will collect these payments on behalf of the relevant government agencies.

International buyers are responsible for paying any additional local taxes, duties, or customs fees upon receipt in accordance with your country's import and postal regulations (if applicable).  These charges can vary widely and are often based on price and type of item, package weight, and dimensions, and the taxes, duties, and fees of the destination country.  If taxes are collected on your order by HCG upon check-out, the taxes are automatically set by and paid to your home country's government per import/export regulations, and/or charged by your local postal carrier.  We do not refund for lost, unclaimed, or undeliverable packages, and any damages that arise from customs searches are not covered by Hero Complex Gallery.

We will email customers to pick up their in-gallery purchases when they are ready (please check your SPAM folder). If you have not heard from us please reach out and contact us to check on the status of your purchase prior to stopping by. Originals and one-of-a-kind orders will be available for pick up after the show closes.

You will automatically receive a tracking number once the label has been printed, but due to the high volume of packages leaving our gallery and the new procedures the shipping companies follow, most packages are not scanned when they are picked up, and most shipping services do not update tracking information until your order reaches your door. 

Some packages may require a signature so we ask that you please check with your local post office first. Hero Complex Gallery is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order.

Absolutely not! In most instances we do not ship more than 4 prints together and will automatically split your order into more than one shipment.

Occasionally a shipment might get damaged in transit, if this happens we will take care of it immediately. Please follow the steps HERE within 7 days of receipt. If we shipped the incorrect item, please contact us HERE and we will send you a paid return shipping label to return the incorrect item and we will ship out your replacement.

We gladly welcome poster buddies to purchase items for you, but require the purchaser to pick up and ship them directly to you. We will NOT ship these items directly from the gallery.

Our screen prints are all printed by hand and are one-of-a kind prints. This leads to each print being unique in its own particular way. Please inquire prior to purchase if you have any questions or concerns.