Frequently Asked Questions

Product Designer

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

Product Preview

Please note that product previews simulate the actual product to give you a better overall impression of your designs. They are for reference only and the actual products may vary from preview.

Upload Photos

Photos upload options:

1. My Album
2. Product Designer
3. Facebook

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.

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.

My Album

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

Production Time

We have 5 regular working days Monday to Friday.

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 take 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 sometimes inevitable but we will try our best to ensure they are as infrequent as possible.

Product Care Instructions

In order to keep your items, such as apparel or bags, looking as good as new, we would advise that for all products that use advance heat sublimation technique for printing be hand washed in cold water only.

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.

Tracking My Order

If you have upgraded to Registered Airmail or 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 generally be sent to you in 24 hours of the tracking number of your order.

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.

ArtsCow Points Program

Free Credits/ Coupon

Redeeming free credits

If you are a new member, you will find free credits for various items already added to your account. Occasionally credits will also be given out to all members through promotional events in which a specific code will be provided and has to be manually validated on the Credit & Discount page before the credits can be used. The Credit & Discount page also allows you to keep track of what credits are active on your account.

All free credits will be automatically applied to your order at checkout.

Redeeming Coupon Codes

Add items to your cart and proceed to checkout. Enter the coupon code into the Coupon/Gift Certificate Code field and click "Apply". If the code is valid, the discounted price will be displayed within the order summary.

Coupon codes or free credit can be applied on the same item. Free credit will NOT be applied to the item if the item is included in the promotional offer of the coupon discount. In such a case, a separate order for the item is advised if use of free credit is preferred. Please refer to the terms and conditions of the promotion for details or contact our customer service team if you have any questions regarding promotional codes.

All coupon codes cannot be used in conjunction with other promotional offers

Unless otherwise stated, all face masks, umbrellas and photo prints and scrapbook pages are excluded from coupon codes

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.

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.

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.

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.

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.

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.

Shipping Countries

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

Shipping Time

Please refer to the Shipping Fee Page for prices on shipping.

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".

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.

Google Mail® Users:

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

If the problems still persist, Google Support

Window Live Hotmail® Users:

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

If the problems persist, Window Live Hotmail Support

Yahoo® Users:

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

If the problems still persist, contact Yahoo Support

Microsoft Outlook 2003/2007® Users:

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

If the problems persist, contact Outlook Support

EarthLink® Users:

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

If the problems still persist, contact EarthLink Support

AOL® Webmail Users:

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

If the problems still persist, contact AOLSupport

AOL® Users:

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

If the problems persist, contact AOL Support