Print Work Returns
We reserve the right to refuse or grant a refund on a case by case basis before order has been printed. We cannot give refunds to orders already printed or are in the printing process. We work fast so if there is an issue or a misorder, please notify us within 24 hours from placing the order to correct the mistake.
Merchandise and retail return / exchanges
For damaged, defective, dissatisfied, or sizing issues please fill out the merchandise / retail return form and send it to our team we will be happy to look over the case to issue an exchange, gift certificate or refund within 30 days from the placement of the order. This policy applies only to Pro Shop items, not printed orders.
While we do our best to catch mistakes that happen during printing, we are humans and our quality assurance inspections may miss something. If there is an issue with your order due to our fault, please reach out to us with your order form within 48 hours of your package delivery date and we will look over your case.
We reserve the right to accept or reject the claim.
Print Errors and mis-orders.
Errors on part of the client/ artist are not subject to reprints or refunds. Examples being: low dpi or resolution, smudges, spots or blurry flies, color errors, wrong dimensions, misordered items etc.
While we strive to make the best product and stand behind "printing like we give a shit", we can only do the best with what is sent to us. When sending files make sure they are print ready. The spot of spilled ink is might be a mistake to you, but to us it looks part of the art, and it will be printed if it is on the file.
Files sent to us will be printed as is with minor color correction as needed. We reserve the right to charge reproduction time if the file is in need of editing over 30min, including scanner bed removal, sizing adjustment, etc.
If the file is lower than 200dpi you will be notified to either resend a 300dpi+ file or it will be printed as is.
All products have different turn times, and not all are available for rush due to printing process. Days that the shop is closed for vacation, holidays or emergencies (such as health, weather, family etc.) will be posted on the website and across social media.
All orders placed over that time will begin when the shop opens back up or posted date. Rush options are not available on any items when the shop is closed.
Our business days are Tuesday-Friday, so please keep that in mind when ordering and selecting shipping times and need by dates.
If you pick a need by date that falls short of the required turn time, a member of our team will notify you and you will be required to pay rush shipping up-charges and/or a rush fee if applicable to the item. Items not available for rush are indicated as such on the website and if a client selects a need by date under the turnaround time for such items will be required to select a new date in the appropriate time frame.
Our team will review all artwork ordered for the highest quality possible, and notify the orderer of any file errors such as, improper size or aspect ratio to ordered size, low resolution anything below 260 dpi will be rejected immediately. Digital art that was stretched and subsequently pixelated even if the final size is accurate to the order size and 300 dpi or above, will be rejected for orders.
We will not accept pixilated or compromised art at any capacity. Even if art is displayed at 300 dpi, but looks or appears low res, the artwork will be sent back to the client to repair or fix within 72 hours of order placed before order is canceled and money will be returned. You may then reorder with the correct artwork specs. The only exception granted to pixelated art will be if the art is intentionally pixelated ie: 8-bit, 16-bit, or illustrated to appear pixelated intentionally, etc.
We at Split Arrow make some of the highest quality prints & promotional materials and wish to keep our reputation this way, pixelated and or compromised art does not fit into our definition of high quality art and cannot & will not be printed.
Held or Rejected Orders
Our order system may hold your order for manual reviewing or may cancel it automatically.
We check orders for, IP address mismatching, country ordered then shipped to a different country, multiple credit cards from a single IP, multiple orders from the same card at a given time, first time shopper, suspicious carts (high order value, overly large quantities of a single product, etc.) suspicious shipping options used, or more. We also reserve the right to cancel your order outright if we feel it is suspicious or fraudulent in any way or form we see fit, without written reason or contact.
Out of Stock Items
If the paper or item you chose is out of stock and will not be available within the printing time frame, someone will notify you by the next business day. Clients/ artists can opt to hold their order until the paper comes in, or choose a different option or product. Cost will be adjusted when choosing a different product, you are responsible for paying the remaining balance. Items will also be listed as out of stock, but not on the custom order form.
Each product or size has a different minimum posted on each product page. The minimum order is to maximize printer efficiency and minimize wasted paper and ink. While we can make some exceptions on a case by case basis, we reserve the right to refuse to print under the listed minimum for any reason disclosed or undisclosed.
Social Media and Advertisement
We reserve the right to photograph or video record your printed work for our website, social media, or other digital service/s for use of advertising or marketing. This is how we show what we do and how well we do it and we always post artist credit.
If you do not wish to have your work reposted in any manner or have a specific release date to not post until please inform us along with your order and we’d be happy to respect your request.
Also please help us spread the word about us! We want you to love your printed work as much as we do and we’d love to see everybody share where you got your prints made.
General Shipping Policy
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
During winter holidays shipping companies get backed up and chances for packages going missing or delayed goes up, while we hope it doesn’t happen it can, please keep this in mind when choosing shipping times.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Need your box sent someplace else like the a hotel or convention center? Let us know we will do our best to redirect or ship directly to where you need it to be. We are not responsible for items delayed due to change in delivery and we will not issue any refunds due to delayed shipping of any kind.
Lost, Stolen or Damaged items in shipping
Once the package leaves our shop we do not have control over what happens to it. We take care to insure our packages via UPS for the value of the items, and pack them to insure there is minimal chance of damage, however we have seen it all and packages arrive looking like a group of hungry bears thought it was a picnic basket. Because of this all lost and damaged packages must be reported through UPS, please let us know so we can double check everything and help where we can but it is your duty as the receiver to report the damage to the shipping company. We cannot offer reprints, or refunds for lost, stolen, or damaged packages.
3PM cut off Tuesday-Friday for all rushed orders
Giclée rush printing rush options
- 24 hour rush is an additional $150/ product rushed up to 50 total prints
- 48 rush is an additional $75/ product rushed up to 100 total prints.
- 72 hour rush is an additional $50/ product rushed up to 150 total prints.
Rush shipping is separate from rush printing! You must take in account the turn time and shipping time to get your product in time. Please choose an appropriate shipping time for your needs.
Depending on our print schedule we reserve the right to hold, prevent, or reject rush orders, with or without given reason.
Promotions & Pricing
We reserve the right to changes prices, put on sale or give products away with or without notice, at any time with or without reason. We also reserve the right to cancel contests or promotions early or without resolution.
So you ordered a product and the price changed?
We are not able to change your cost or issue a refund of the difference, we are a small business and provide many opportunities to view our upcoming sales, such as social media promotion, email blasts, website banner/ popup/ images, blog posts, etc. Clients are responsible for paying the total due at the time of ordering and are not allowed to cancel/return/exchange their order due to price changes and/or promotion.
Color Matching & Reproduction
We use the best in screen and printer calibration technology to make sure your colors are printing as close as possible! We have about a 98% match rate, and take pride in offering bright, vibrant prints for you to sell to your clients.
We calibrate each paper to match our screens and printers. You may request our screen and icc profiles from us if you wish. Just ask! Or visit our downloads page.
Our screens get calibrated monthly to the highest calibration we can, under a d50 (5000k) environment.
However the best technology is only as good as the quality of file we were sent, if your file isn’t near or representative to your original art, we have no reference to color match.
When sending us art for reproduction, we are not responsible for any damages incurred during shipping, transit, photographing, storing, scanning, packaging or act of god/s. We will not reimburse, replace, or compensate in any way for damaged art. A waiver must be filled out before your art is shipped or dropped off to us for reproduction. Reproduction fees will be charged or adjusted accordingly based on needs of job.
We do not accept framed artwork! It will be sent back, or refused without reproduction at the cost of the customer.
It is your responsibility to double check proofs and make corrections. We provide proofs for promo items and stickers to show how things will cut or fit along the templates. If you see an error say something or it will go to print as is. We will only print if the proof is approved, even if there is a rush on the order, it will be held until the order is approved. Rush time frame begins after approval on appropriate items.
Since we are such a small business with only the two owners as employees, custom orders are never an issue for us!
- Got a weird print size like 6”x19”? No problem!
- Got a weird print quantity like ’34 prints’ in mind? No problem!
- Want to start a top secret project and need a bunch of stuff? No problem!
*Not all products are able to be customized.*
Just fill out our custom order form and let us know what you’re after, we will either help find it if we can’t make it, facilitate it from a partner company or make it ourselves.
Keep in mind there may be an up-charge for custom products, sizes, or quantities.
We reserve the right to refuse any & all service/s for any reason listed or not.