General

Can you change the size of the print?

In some cases prints can be made in custom sizes. Some sizes will not be available. All custom prints cost extra and will add processing time to your order. Please contact Suzanne at slsvinson@gmail.com to inquire about this process.

Can I visit your studio?

No - all studio visits are suspended due to COVID-19.

Do you do custom work?

Yes! Suzanne would love to work with you on a custom piece. Please send her an email at slsvinson@gmail.com with the subject line CUSTOM to get the process started!

What are your custom rates?

Rates vary by project, technique, turnaround time, size, density, and more factors. The best way to get a quote is to email Suzanne at slsvinons@gmail.com and tell her what you're thinking.

Ordering + Shipping

When will my order ship?

Orders ship within 3-5 business days unless otherwise noted. The studio is based in Virginia in the USA and follows state and federal holidays.

Can my order be rushed?

Currently we do not offer rush or express shipping.

How are items packaged?

Prints and other items that can be scratched are packaged in cellophane bags. Prints smaller than 9x12" are either mailed between chipboard or in rigid mailers. Large prints are rolled and mailed in a tube. Recycled materials are used when possible, but a priority is put on the safety of the artwork.

I'm ordering internationally, am I going to be charged customs?

Buyers are responsible for any customs and import taxes that may apply. Application of customs charges and fees cannot be predicted by Suzanne. Suzanne is not responsible for delays due to customs.

Can I return my print?

Returns and exchanges are accepted within 30 days of receipt of merchandise, in its original condition. Please see the returns and exchanges section, below, for more information.

Do you offer local pickup in Richmond?

Not during the COVID-19 pandemic.

Do you offer gift wrapping?

At this time gift wrapping is not available.

When I track my order it looks like it was delivered but it’s not on my porch! What can I do?

First, contact your local post office. They may have accidentally scanned but not delivered it. Some Priority Mail shipments include a minimal amount of insurance, but if you’re concerned about packages being stolen, have them delivered to work or held at the post office for you to retrieve. Suzanne can not replace stolen or lost packages.

Returns + Exchanges

Please completely read through the return process as outlined below to determine if your item qualifies and to get the process started.

1. Does your item qualify?

- Item must be unused and in the same condition in which you received it. Returns are not an option for any item that's damaged, missing pieces, or not in its original condition.
- Returns must be made within 30 days of receipt.
- Custom or personalized items are NOT returnable.
- Digital products or downloads are NOT returnable.
- Sale items are NOT returnable.
- Gift cards are NOT returnable.

2. If your order qualifies, please CONTACT SUZANNE before attempting a return.

Email Suzanne at slsvinson@gmail.com with the email subject line RETURNS to start the returns process. If you have your order number available this will speed up the process, otherwise the order will be found based off of name and mailing address.

3. Receiving a refund.

If a refund or exchange is agreed upon, you are responsible for return shipping costs. If the item is not returned in its original condition, you are responsible for any loss in value. Once your return is received and inspected, an email will be sent to notify you that the item was received(s). A notification of approval or rejection of your refund will also be sent. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Shipping costs are non-refundable.

Further Questions

Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

Late or missing refund?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact Suzanne at slsvinson@gmail.com.

Damaged Items

Items are only replaced if they are defective or damaged. If you need to exchange it for the same item, send an email to slsvinson@gmail.com.