CUSTOMER SERVICE POLICY

We take great pride in guaranteeing your satisfaction. If you have any questions, comments or concerns, simply call our Customer Service Department at 1-800-468-4278.

MATERIALS

Materials for our framed products are provided by manufacturers from all over the world. From shipment to shipment, color, texture and appearance may vary so please order groupings at the same time to ensure consistency. Substitutions of like materials may occur on occasion. Many of our items are hand finished products. Variations will occur because of the nature of hand painting.

PRICE LIST

Sizes are horizontal by vertical and are approximate. Codes equivalents for image types are as follow: OPEN = an open edition print; GICL = giclee; H/C = hand colored image; SERI = serigraph; X = permanent Big Fish exclusive artwork; CV = Art on Canvas, no glass; AB = Acrylic Brushstokes over art, no glass. Prices are subject to change without notice.

ORDERING

The minimum opening order is $750. Minimum re-orders are $500. All orders are acknowledged as soon as possible after placement. Please check your acknowledgements carefully for prices, shipping address, shipping dates and carrier. Security hardware can be added at an extra cost of $3 per piece of art.

PAYMENT AND TERMS

Opening orders must be pre-paid, unless applying for credit. Credit applications for net 30 terms require 2 weeks for processing. We do not offer C.O.D. Orders will not be processed for production until payment arrangements have been finalized. We accept most major credit cards. There is a 1.5% charge per month added to past due accounts. A 3% service fee will be added to any orders that are paid by credit card after the term of the invoice.

MIRRORS - Grand Soleil

Most mirrors have hooks to hang both vertically and horizontally with beveled glass. The size listed in the catalog is the outside dimension (including frame). Code equivalents for mirror types: C = composite; W = wood.

LEAD TIME

All orders are manufactured on demand and shipped usually within 4-8 weeks of order placement. We will accommodate specific ship dates to the best of our ability as our production schedule permits. Please indicate a "must have by date" at the time of order placement.

SHIPPING

We will use our best judgement to choose both carrier and route unless specific instructions are provided at the time of order placement. We attempt to comply with reasonable special instructions and delivery requests as long as they do not conflict with our terms and conditions. Our products are all packed in 300 lbs. test boxes approved by the freight carriers. Larger orders of multiple boxes will be banded to skids for additional protection against damage.

FREIGHT CHARGES

Most orders are shipped by common carrier, F.O.B. Linthicum Heights, Maryland. Freight charges, which include packaging and handling, will be added to your invoice. All orders are billed at 15% freight. A freight surcharge may be added for long distance or remote locations. All overseas or export charges will be quoted in addition. Any special freight charges, such as storage, residential delivery, interline service, lift back trucks and/or driver assistance are billed separately and are non-deductible. Alternate freight arrangements are subject to additional charges.

FREE FREIGHT

We offer a freight deduction for single orders that total more than $2500. Freight charges will be added to your invoice but may be deducted if the total amount is paid in full (check received) within the terms of the invoice. Special orders, special packaging and/or special delivery requirements are not eligible for deduction.

ORDER CHANGES AND CANCELED ORDERS

Any cancellation or change(s) to your order must be submitted in writing at least 3 weeks before the requested ship date. The customer will be charged a 25% restocking fee for any item(s) that are cancelled with less than 3 weeks notification. Any request for delivery postponement after the scheduled ship date may result in transfer of the order to storage at your expense and risk. Transfer to storage will be considered delivery for all purposes including invoicing and payment.

BACKORDERS

Occasionally, items are backordered due to supplier shortages. Backorders under $500 are subject to cancellation. If you do not accept backorders, please request “ship complete” at the time you place your order.

RETURNS

Our Customer Service Department must approve any return. A 25% re-stocking charge applies to all returned merchandise.

DAMAGES AND FREIGHT CLAIM PROCEDURES

All orders are guaranteed to your satisfaction. While damages are a rare occurrence, please inspect your shipment thoroughly upon arrival. Please note any damages/shortages on the bill of lading before you sign for receipt of the shipment. Big Fish, Inc. will file the freight claim. Any concealed or obvious damage and/or shortage must be reported to our Customer Service Department no later than 5 days after receipt. Once reported, we will provide you with additional instructions as to how we will rectify the situation. For damages, please save the original container until your customer service issue is satisfied.