Please read these ORDERS FAQ prior to emailing us with questions related to your order.
WHEN SHOULD I EMAIL HCG WITH QUESTIONS ABOUT MY ORDER?
You can email us anytime, but trust that we are shipping your package as quickly and safely as possible. If you still haven’t received your order within 3-4 weeks of placing your order please contact us at firstname.lastname@example.org so we can resolve your order immediately.
HOW DO YOU SHIP THE ARTWORK YOU SELL?
All artwork will be shipped via UPS, USPS, or FedEx. 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 Yazoo 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.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally and it costs approximately $30.00 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, prior to committing to your order.
WHEN CAN I EXPECT TO RECEIVE MY ORDER?
In most cases we ship your order within one week’s time, however if your order is a specialty item such as a wood or metal, or during periods of higher volume, it will occasionally take us a little longer...please be patient with us. 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.
I RECEIVED A TRACKING NUMBER, BUT IT HASN’T UPDATED SINCE I RECEIVED THE NOTIFICATION, SHOULD I BE CONCERNED?
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. We NEVER print a label without shipping out the item the very same day.
DO YOU OFFER COMBINED SHIPPING?
Yes, we will combine shipping upon request and will refund you any additional shipping costs at the time your order ships. Please note that we don't combine more than 4 items in most instances to prevent damage from occurring in transit.
DO YOU OFFER LOCAL PICKUP FOR ONLINE PURCHASES?
Yes, please place your order as you normally would and enter "LOCALPICKUP" in the Local Pick-Up & Discount section on the very last page of the checkout process. Only buyers can pick-up, sorry!
I ORDERED AN ITEM IN GALLERY THAT WAS NOT AVAILABLE AT THAT TIME, WHAT DO I DO?
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 give us a call to check in prior to stopping by. Originals and one-of-a-kind orders will be available for pick up after the show closes.
I’VE ONLY RECEIVED PART OF MY ORDER, SHOULD I BE CONCERNED?
No, in most cases we do not ship more than 4 prints together and will automatically split your order into more than one shipment.
THE TRACKING SAYS DELIVERED BUT WHERE IS IT?
Some packages may require a signature so please check with your local post office. Hero Complex Gallery is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm delivery to the provided address, date of delivery, tracking information and shipping carrier information for the customer to investigate.
I RECEIVED A DAMAGED OR INCORRECT ITEM, WHAT SHOULD I DO?
Occasionally a shipment might get damaged in transit or we ship the incorrect item, if this happens we will take care of it immediately. Please contact us within 7 days at email@example.com with your name, order number, and pictures of the damaged item and/or packaging. The more photos the better. In most cases we will send you a paid return shipping label to return the incorrect or damaged item and we will ship out your replacement the same day.
MY SCREEN PRINTS DON'T LOOK EXACTLY AS THE DIGITAL IMAGE?
Our screen prints are all printed by hand and are one-of-a kind prints, with each print being unique in it's own way. Please inquire prior to purchase if you have any questions or concerns.
DO YOU ALLOW ‘POSTER BUDDIES’ TO PURCHASE ITEMS FOR ME?
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.
I PURCHASED AN ITEM BUT CHANGED MY MIND, MAY I GET A REFUND?
All sales are final.