Knowledge Base

Cancel or Modify an Order	Change Shipping Address or Method	Order Status	Production Time
Tracking My Order	Shipping Countries	Shipping Time	Bulk Discount
Free Credits/ Coupon	Payment Options	Upload Photos	My Album
Product Designer	Facebook	Microsoft Silverlight	Newsletter
AOL® Webmail Users	Yahoo® Users	Window Live Hotmail® Users	Google Mail® Users
EarthLink® Users	Microsoft Outlook 2003/2007® Users	AOL® Users	Secure Ordering
Return & Exchange	Customs Taxes and Duties	Download images to your PC

Cancel or Modify an Order

Please kindly contact our customer service to cancel or modify your order. However, once your order has been processed and is at the manufacturing phase or shipped, it can no longer be canceled or modified.

Change Shipping Address or Method

You are able to change the shipping address before product is dispatched by clicking "Amend" on your order confirmation email. You may also contact our customer service if you wish to change the shipping address or method.

Order Status

To check your order status, visit Order History at your account page. All handling status is shown in the handle column regarding the order(s). Each represents different phase of the process.

Awaiting Payment	You have placed the order but haven't paid yet. Or it is paid by offline bank transfer and we are waiting for receipt of payment. It can sometimes take a few days. Once we have this, then we can start processing your order
Payment Fail	We are unable to obtain authorization on the credit card you provided
Payment Accepted	Your order has been received and is ready to be processed
In Progress	We're processing your order as you read this. It will be entering the manufacturing phase as soon as possible
Production Complete	Your order is made and is ready to dispatch
Awaiting Shipping	Your order has been packaged. It will be shipped to you soon
Partially Shipped	Part of your order has been shipped. The rest will be shipped soon
Shipped	Your order has been shipped, and your credit card has been billed for all the items we've shipped to you. You may track your order from here
Cancelled	Your order has been cancelled, and you will not receive any merchandise or be billed for the transaction. Your credit card statement may show a temporary charge, but that charge will be reversed by your credit card company and you will not be billed for this order
Returned	We've received your returned merchandise

Production Time

Products	Order Processing Time
Standard Production Time	2-4 business days
Photo Bags	3-5 business days
Fleece Blankets	4-6 business days
Phone Cases	4-6 business days
Canvases	4-6 business days
Umbrellas	5-7 business days
Photo Books & Calendars	5-9 business days

We have 5 regular working days Monday to Friday.

Other products may require longer production time, depending on the demand of the item as well as production capacity at the time of sale. For multiple item orders, processing time will be longer. We advise you to contact our Customer Service Team for a more precise date. Delivery dates are not guaranteed and may require additional transit time due to unforeseen delays. Late deliveries are always possible but we will try our best to ensure they are as infrequent as possible.

Tracking My Order

If your order is shipped via FedEx, you may track the shipment using the tracking link provided in your order invoice. An email notification will be sent to you generally in 24 hours of the tracking number of your order.

Shipping Countries

We ship to the countries listed below. If your country is not shown below, we suggest you contact Customer Service to see if any special arrangements can be made in regards to delivery.

Shipping Time

Shipping Method	Transit Time
Regular Airmail	8-12 business days
FedEx	2-4 business days

Bulk Discounts

ArtsCow might offer price discount to customers who would like to purchase large quantities of an item. Please feel free to contact our customer service for further information.

Free Credits/ Coupon

Redeeming free credits
Free credits will be given to new members as well as through promotions. You will need to validate the code at your My Free Credit page and free credits on prints will be automatically applied to your order.

For details how to place your order using your free credits, please click here.

Redeeming coupon code
Add items to your cart and proceed to checkout. Enter the coupon code within the coupon/gift certificate code field and click "Apply". If the code has been validated, the discounted price will be displayed within the order summary
Either coupon code or free credits may be applied per item. You will need to place a separate order if you wish to use both coupon code and free credits on the same item. Please refer to terms of promotion for details or contact our customer service team for any problem regarding promotional code.

Please check the total price before you continue and place your order.

Payment Options

ArtsCow accepts Visa, MasterCard and American Express credit cards and Paypal payment. Credit card number and all submitted data are encrypted and are highly secure. On some occasions, your credit card might be declined for payment due to several possible reasons:

• Invalid CCV – The CCV number is the three separate digits printed on the signature strip at the back of the card
• Incorrect expiry date
• Card is overdrawn
• It may have an overseas or internet block on the card (contact your issuing bank for further information)
• May exceed cards single transaction limit

Alternatively, you can use Paypal to checkout with your credit card. You can still pay through Paypal without a Paypal account.

Please note that all prices are listed in U.S Dollars. However, as ArtsCow is a Hong Kong based company, your final order total will be processed as a Hong Kong Dollar (HKD) amount, which will then be converted to your local currency by your card issuing bank. In addition to the exchange rate, you may be charged foreign conversion charges and fees (less than 3% usually), which may increase the overall cost of your purchase. We suggest you to check with your bank or credit card issuer for any foreign conversion charges.

Upload Photos

Photos upload options:

• My Album
• Product Designer
• Facebook

My Album

Click "My Album" at your account page, and then create a new album. You may choose between basic upload and quick upload.

	Quick Upload	Basic Upload
Number of photos to be uploaded at once	Multiple	One
Installation of Microsoft® Silverlight™	Yes	No

Product Designer

You may also upload photos inside the product designer page. Click "Album" button in the top, right hand corner to upload photos.

Facebook

To upload photos from your Facebook account, click "My Album" at your account page, and then click "Facebook".

Log into your account if you have not done so. You must click "Allow" to grant permission to import photos from Facebook to the ArtsCow site. Once you return to the ArtsCow website, the photos from your Facebook account will be displayed on the page. Check the box of the photo you wish to upload and click "Import Selected Photos".

Microsoft Silverlight

You are required to install Microsoft Silverlight to give access to product designer. Please make sure your computer is compatible for Silverlight application. If you still see a blank page, there might be errors in the old version, so you may click http://www.microsoft.com/silverlight/ to download the latest version.

Newsletter

You may subscribe to our newsletter https://www.artscow.com/Member/Newsletter.aspx If you have difficulty receiving newsletter from us, please check your junk/spam mail folder as some emails may go directly into your junk/spam folder as your email provider does not recognize the domain it has been sent from. We advise you to add no-reply@artscow.com to your email contacts or safe sender list to ensure emails go directly to your inbox folder.

AOL® Webmail Users:

• Click into the email message
• Click on 'More Details' at the top of your email message.
• Hover mouse over the From address.
• The email address will be filled in the email field in the "Add Contact" pop-up box.
• Add additional contact information.
• Click on 'Add Contact'.
• Our email address will be added into your address book.

If the problems still persist, contact AOLSupport

Yahoo® Users:

• Click into the email message.
• Click on 'Add' icon next to "From address".
• The email address will be filled in the email field in the "Add Contact" pop-up box.
• Add additional contact information.
• Click 'Save'.
• Our email address will be saved in your address book.

If the problems still persist, contact Yahoo Support

Window Live Hotmail® Users:

• Click into the email message.
• Click on 'Mark as safe' at the top of the message.
• Our email address will be saved in your Safe senders list.

If the problems persist, Window Live Hotmail Support

Google Mail® Users:

• Click into the email message.
• Click on the down arrow next to 'Reply' on top right of the message.
• From drop down menu click on 'Add to Contact List'.
• Our email address will be saved in your contacts list.

If the problems still persist, Google Support

EarthLink® Users:

• Click into email message.
• Click your mailbox's "Message" menu and click "Add Senders" to your Address Book.
• Your email message will be saved to your address book.

If the problems still persist, contact EarthLink Support

Microsoft Outlook 2003/2007® Users:

• Click into email message.
• Click on 'Actions' from the menu bar.
• Go into 'Junk E-mail' from drop down menu.
• Click on 'Add Sender to Safe Senders List'.
• Our email address will be saved to your Safe senders list.
• 6Click on 'Junk E-mail' from drop down menu.

If the problems persist, contact Outlook Support

AOL® Users:

• Click into email message.
• Click on the "Add Address" icon.
• Our email address will be shown in the name and email field in the "Add Contact" pop-up box.
  Check the information is correct.
• Click the Save button.
• Our email message will be saved in your address book.

If the problems persist, contact AOL Support

Secure Ordering

The confidentiality of your financial payment information is our first priority at ArtsCow. We collect payment through Paypal where you can pay using your own Paypal account or by credit cards. Paypal is one of the fastest and safest ways to send and receive money and to make an online payment. Unlike other financial institutions, the payments are sent without sharing financial information. When you use Paypal or credit card to pay online, you provide only your Paypal email address, or your credit card information and this information will be stored on Paypal server only. The merchants/retailers will receive payment from Paypal without seeing your financial information For more safety advice, please visit Paypal Security Center, there you'll find useful tips, tools and technology to prevent fraud If you have any questions regarding the safety and security of your personal information, please feel free to email us.

Return & Exchange

ArtsCow offers 30 days guarantee on all products. If you would like to return or exchange an item, please contact us for a request form. Fill out the form and we will instruct you on how to send the item(s) back. Please keep in mind that shipping charges are not refundable.

Customs Taxes and Duties

You may be subject to import duties and taxes. All items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with the national laws of that country. Customs duties and taxes are assessed, generally, if the merchandise is dutiable and the value of the item is above the threshold set by the country's laws. You should contact your local customs office for further information, because Custom policies vary widely from country to country. Note that when ordering from us, ArtsCow, you are considered the importer of the goods and you must comply with all laws and regulations of the country in which you are receiving the goods.

Download images to your PC

You may retrieve the photo files you stored in ArtsCow. Go into "My Album" and select the folder which you want to download the photos from. Once you have selected the folder, tick the photo files you wish to retrieve and click "Download" button on the top, right hand corner. Within, you will find your outstanding credit balance. Please note that each file requires 1 credit for download. You may purchase download credit for $0.1 each. To start download, click on the "Download" button at the top of the page. The original photos will be downloaded to your hard drive.