Customer Service

general inquiries
Click here to contact us by email.


general

Open Edition
All prints on the site are open edition and framed, they are not numbered and are not signed by the photographer. 

Availability
Not all photographs and prints are available in the five standard sizes we offer (see product description page and additionally refer to “scale reference”). If certain sizes of a specific print are not available it will be indicated on the product description page when that size is selected.

Prices
All prices include printing, framing and packaging. Prices are subject to change without notice and are expressed in US dollars.

Shipping costs and sales tax (when applicable) are added to order at checkout. You will have an opportunity to review these costs prior to finalizing your order.

Availability
Not all photographs and prints are available in the five standard sizes we offer (see product description page and additionally refer to “scale reference”). If certain sizes of a specific print are not available it will be indicated on the product description page when that size is selected.

Sales Tax
Applicable sales tax for your order will be calculated and displayed at check out prior to completing your purchase.

Payment Options
We accept Visa, Mastercard, American Express, and Discover as forms of credit card payment. You can also use a PayPal account if you have one.

Credit Card Security
Our secured socket layer (SSL) uses the latest, industry-standard encryption technology to help protect and keep your personal information safe. For more details about our security features and policy, please see our Terms of Service.


orders

Questions about your order
Email us at contact@archiv-e.com. Please include your order number, and we'll get back to you as soon as we can.



prints / materials

Printing
Our prints are made with a High-Precision Ten-Channel Epson fine art printer utilizing MicroPiezo TFP Print Head. Variable droplet printer technology, with droplets as small as 3 picoliter insures maximum, precise results. AccuPhoto HDR screening technology redefines photographic accuracy, color and clarity.

Generous borders surround the actual image area on the print. Border dimensions vary from print to print, depending on frame size and image you have selected.  (Please refer to "Frame & Size Guide" and product description pages for specific information).

UltraChrome HDR Archival Ink: Utilizes 10 Color Channels for widest Inkjet Pigment Color Gamut. Simultaneously uses Black, Light Black, and Light Light Black inks, which improves gray balance while eliminating color casts. Outstanding highlight-to-shadow grayscale accuracy for a smoother tonal range Archival Ink extends print life for both color and black & white images up to 200 years.


Frames
Solid wood frame finish choices are white, black or natural.

Frame moldings will add approximately 1 to 2 inches to the overall dimensions depending on size of print.

For example: a 16″ x 20″ framed print will have an image area of approximately 10″ x 14″ and borders measuring 3″ to 4″. The outside dimension of the frame will be 17″ x 21″ inches. See "Frame & Size Guide" on product page.

8″ x 10″, 11″ x 14″, 16″ x 20″ and 24″ x 30″ frames have a 3/4″ frame face profile and a 1″ depth. 24″ x 36″ and 36″ x 48″ prints will have a 1 1/4″ frame face profile. (see "Frame & Size Guide") on product page.

Unfortunately, we cannot offer print sizes other than those indicated on the product description page. No custom sizes are available.


Paper
All prints are on ultra smooth surface, 250-280gsm 100% cotton rag archival lignin-free pH buffered paper, 90 ISO brightness. Mats are archival, acid-free 6-ply and backing boards are acid-free as well. Back dust cover, wall bumper and hanging hardware are affixed and print will be ready to hang when you receive it.

All frames are fitted with Acrylic (.118) FF3 fronts which provide UV, scratch and breakage protection.

All mats and frames are cut and assembled to specifically fit your print. There will be an 1/8″ reveal between matte opening and edge of image.


Color, Tone, Grain and Image Quality Variance
We have made every effort to ensure consistency between the images you see on our site and the final print you receive. Since the colors and tonality you see depend on your computer monitor and settings, we cannot guarantee they will be 100% accurate to what you have viewed. However, prints will be accurate to the photographer’s criteria and intention.

Since the original source of the image, the film substrate and format, photographic grain and relative image softness/sharpness vary from image to image, we have made decisions as to the optimum individual size limit for any selected photograph or print. While viewing a specific image on the product description pages, using the “Enlarge Print” feature will usually indicate the general characteristics and quality of the image. Please refer to the “Enlarge Image” feature when considering your selection.

Certain images on the site may be marginally soft, slightly out of focus, or blurry. This may be the photographers‘s intention or the result of age, fading or quality of the original. We have noted on product description page when we feel you should take a closer look. If we felt these characteristics degraded the image or were problematic you would not find it offered on the site.

gift cards and gift certificates

At this time we do not offer gift cards or certificates, but we're working to add this over the next couple months.


shipping

We process orders immediately and will ship your framed print via Fedex Ground within 5 business days from the date your order is submitted, often sooner. When your order does ship we'll email you a shipping confirmation, including a tracking number. We use FedEx SmartPost if your order is shipped to a PO Box.

Framed prints are shipped in a reinforced box with a fitted interior protective structure for the frame, and are shipped via FedEx.

Ship Worldwide
You can select your Country at checkout. Please be sure to read our shipping section for international shipping fees and our notes about customs/duties/taxes.

Shipping and Order Confirmation
An email confirmation will be sent to the email address you used when placing your order. And, an email will also be sent to the same email address when your order ships. If you do not receive a confirmation email, please check your junk folder to see if order confirmations are blocked. If you set up an account, you can also check your order history through "My Account".

Delivery
Domestic (US) orders are estimated to land within 5-10 business days of placing order (3-5 days to ship, 3-5 days in transit). International orders are estimated to arrive within 10-14 business days.

Lost or Damaged
If you think your order is lost in transit: Before contacting us, please make sure you have read our processing and shipping times and contacted FedEx using the tracking info that was emailed to you. If after doing both, you think your order has been lost, please contact us and make sure to include your order number. If we determine that your order is lost, we will replace your order.

If you receive a damaged print, please contact us as soon as possible and attach a phone photo of the damage.


Tracking Issues and Confirmation
Confirmation is sent when your shipping label is printed; please allow up to 12 hours for this information to update.


checkout

Account Setup
You can checkout as a guest during the checkout process. Please note that if you do not create an account, you won't be able to check your order status through our site or access your order history.

If you receive an error or decline message once you’ve entered card number, there are several reason why this can happen:

1. Often declined orders are due to a difference between the billing name & address entered and the name & address on file with your credit card company/bank. Check your credit card statement and enter your name and address as closely as possible as it appears there.

2. If you have made several attempts that were declined, your financial institution may have blocked purchases from our site on your behalf. This is done to protect the cardholder from fraud and unauthorized purchases. You may need to contact the bank or credit card company to remove restrictions and allow purchases on Archiv-e.com.

3. If you’re continuing to experience problems, please re-boot or refresh your browser to clear the cache. Maybe try a different internet browser.

4. If none of the above applies, call your issuing bank to see if they can help to determine the problem.


return policy

Every print is made-to-order. Unfortunately, we do not allow returns, but will gladly replace the print for the following reasons:
1. You have received the incorrect size
2. You have received the incorrect or damaged frame
3. You have received an incorrect image

While occasional damage by FedEx in transit is out of our control, we will work with you to resolve any damage that does occur. However, damage in transit is unusual.

Should you need to return your print due to one of the above reasons, please request a return authorization number and ship your print back to us in the original packaging to the return address on the shipping label.

Cancellation and Changes
If you wish to cancel or change your order for any reason, please contact contact@archiv-e.com as soon as possible. If your order has already shipped you will not be able to modify your order.


copyright

All rights to copyrighted images (as indicated on product description pages) on this site are reserved and are protected by U.S. and international copyright laws. Images that we share on this site are for informational purposes only and may not be used in any manner whatsoever without written permission from copyright holder (photographer / artist, not Archiv-e).

When you purchase a print, you do not purchase the copyright or the right to reproduce the image in any form: your purchase is only a physical copy of the image. You may not use or copy any images for any reason without prior written permission, even if the use is noncommercial, not for profit, educational, or for your own private use.

The use of prints which have been purchased on Archiv-e as merchandising tools in a retail environment (which could give the impression that they are associated with third-party products or brands) is strictly prohibited. Customary photographer's usage fees need to be negotiated directly with copyright holder.