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Frequently Asked Questions
How do you send a picture? After you register for account. you can send click the photo upload link on your account page, or 3 other times in the checkout process, it is also found on your order confirmation page. Just click the link, and in the comment box include your name, phone number, size, and any other comments you may have.
Who do i make my checks payable to?
All checks are to be made payable to AutoGraphix.
Checks should be mailed to 81 Waller Street, Wilkes Barre, PA 18702.
Production of your order will not begin until your check has cleared and we have received artwork.
What is the turn around time? If you select 7-10 business days production, production is typically 7-10 business days plus the shipping time. Shipping time is between 1-7 business days depending on your location. Production time starts when the order is complete. A complete order consists of: an order, the payment, and a photo that conforms to our guidelines on our Photo Tips page. If you need your item faster than this estimated time frame, or need it by a specific date, you must use our rush production option and a shipping method other than ground shipping. 7-10 business days are only a estimation of our average production times. At times, production volume may be high and they’re may be delays in the production of your item(s). We are not responsible for delays to the production or your item(s) due to: mechanical failure, raw material shortage, or delays caused by shipping. We do not guarantee any production time unless the customer has purchased the rush production option. The ground shipping method is not a guaranteed shipping method offered by UPS. This means UPS may estimate shipping to take 2 days from NYC to Washington D.C. If it takes 2 weeks to get there, it is still considered a successful ground shipment. Next day air, 2 day, and 3 day select are the only domestic shipping options guaranteed by UPS. With this guarantee, only the shipping costs are refundable in the event of a delay, not the value of the time sensitive item. With this explained, please plan your order accordingly.
What is a Rush do if i add it to my order? If you select Rush my Order production is 48 hours, Plus Shipping
What if i get a pop up that says there may be unsecure items/ is the site secure? If at any time you get a pop up window that says there are secure and unsecure items on page that is our external web statistics program, we assure you the site is secure, we just use it to see which pages get the most traffic.
What is your refund policyThere are no refunds. We are not responsible for inaccurate ordering, incorrect sizing, and misunderstanding information clearly stated on the website. In cases where it is our mistake, we compensate customer by refund, or reproduction of artwork. Please ask questions before ordering if anything is unclear. Again we are not responsible for mistakes that are out of our control.
How much do they cost? Please see the page with the prices.
What payment methods do you accept? Purchases can be made by Credit Cards, Checks, and Cash (in person only). A minimal deposit of 50% or credit card number is required before work will commence.
What is it made of? Wall-Stars are made of a tough vinyl material and an adhesive that allows them to be put up and taken down many times.
How is it shipped? Wall-Stars are shipped in sturdy shipping tubes by the carrier- www.ups.com. If you do not get a tracking number, please email us for one.
Can you use my shipping account with ...? Shipping is through UPS or through R&L carriers. Personal or corporate shipping accounts cannot be used.
How much is it to find a photo for me? There is a $50 photo finder fee per image for any artwork that we must provide. some art may cast more the this, and additional costs will be discussed with customer prior to securing the art.
I didn't get my Wall-star on time. What do i do? Shipping time requested and purchased is not guaranteed by Wall-Stars. Delays due to UPS, R&L Carriers, or any other shippers are not our responsibility. Delays also caused by weather phenomenon or other acts of a God do not make us liable. No refunds will be issued due to shipping delays. Please keep this in mind when making time sensitive orders. Oversize items will be shipped via common carrier, and delivery will be 2 to 7 days and at least $125.
Will you make a Wall-Star of professional athlete? Well, thats a tough one. Most professional athletes are in contracts that may make it illegal to use their likeness for things such as Cutouts or Wall-Stars.
But what if its a photo that i took or own the rights to? Again, you may own the intellectual rights to the photo, but it is still may be illegal to reproduce their likeness. In some cases, we may need a written statement that you own the rights to the photo and you have permission to use their likeness for things like charity events.
Wow, that's a lot of trouble for a Wall-Star of a professional athlete. Were sorry about that. But, if we do not own the licence for reproduction we cannot and will not reproduce it un less you provide written proof and it checks out with the suits.
Do you fix photos? Standard photo repair is included in price. An additional art time fee of $50 per half hour applies to remove people that are touching in an image, or for extensive photo repair.
I Need my cutout ASAP, can you hurry? For faster production, there is an optional $50 rush fee for the initial item, and 15% for each additional item. Rush orders placed before noon, will ship same day, with the customers chosen shipping method. Rush orders placed after noon, EST., will be processed the following business day.
My Wall-Star will not stick to my wall. What type of wall is it? Wall-Stars will only stick to smooth flat walls that have been prepared to our guidelines. Wall-Stars will NOT stick to walls with a textured finish, or walls that were improperly prepared.
What if i still cleaned my wall and it will not stick? Well, once in a blue moon, Wall-Stars may not stick. in this case you will need to call us to get a RMA number for it to be returned. Do NOT return it without calling, we will not accept it. You will need to return it in the original packaging with the original paper backing. If the Wall Star is found to be not defective and installed improperly or before cleaning, it will be returned.
Will i get my photo back? Please include a self addressed stamped envelope or return shipping label if you want your photo back. Photos or discs will NOT be returned unless this is done.
Why is there a charge from Wet Paint T-Shirts on my card? All charges to credit cards will show up as Wet Paint T-Shirts Inc. and will be processed online through Paypal or by phone. there will be a $25 service charge for any disputed charges, this is your warning.
Do you ship overseas? Yes, but additional charges apply, Please call or email first before ordering.
What do you do with my information? Any acquired personal information is never sold.
How can i get my photo/file to you? You can either email it to wall-stars.net, use our file dropbox, or you can snail mail it to:Wall-Stars, 81 Waller St., Wilkes Barre, Pa 18702.
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