FAQs – Page 12 – FinerWorks Help & Support

Do you collect sales tax?

We only charge sales tax if the recipient/shipping address is in the State of Texas. If you are outside the state of Texas but you have a customer in Texas, you will be charged sales tax unless you are registered with FinerWorks as “Tax Exempt”.

Do you collect VAT?

No. VAT (Value Added Tax) is something not currently applicable in the United States, where FinerWorks is located. If you are not based in the U.S. and are subject to paying VAT, then this would be your responsibility outside of your purchase from FinerWorks.

What happens if my customer decides they do not like the print they received?

While we do offer a 30-day money-back or replacement guarantee in most instances, customers who use us to fulfill their orders are responsible for any third-party refunds or returns. Please visit our returns page for more details.

Are discounts available if I order frequently?

If you have a history of placing a substantial number of orders on a weekly basis at regular intervals, we would love to discuss with you the various discount programs we can offer based on the options you plan to order.

Can I include a message for my customer?

Yes. When you place your order, the final review page has a box where you can include comments. These will be printed on the packing slip. Please note, this box only allows for text and letters so you will not be able submit website links.

What do I do if my customer says their order was lost or damaged during shipping?

Prints being lost or damaged during shipping is rare; however, it does happen on occasion (less than 1% of orders are ever reported), and we will do everything possible to provide a replacement as soon as possible. For more information, please visit our returns and replacement page.

How will I know when you have shipped an order?

Whenever we ship an order, we will send an email notice to the email address you provided in your billing information. This email will include a link where you can access a copy of this order, as well as tracking information when made available.

How do I track my orders?

You can log in to the order status page or go to your order history (if you have an account). Toward the bottom of the copy of the order, we will post your tracking number shortly after your order has shipped.

Can I have international orders drop shipped?

If you are based outside of the U.S. and want your order drop-shipped, we recommend configuring your business profile with a U.S.-based address. This prevents confusion and potential problems that can occur with the shipping service or even customs. You can access your business profile in your account business profile or the Order Fulfillment App.

Can I quickly re-order the same prints?

You can do this by creating a virtual inventory of prints or cards. Once you have uploaded images to your account, you can set up individual giclee prints or cards with different sizes and styles. These will be stored in your Virtual Inventory.