If you just placed an order, it may take a couple of minutes to receive an order confirmation. If you still have not received one, please reach out to our support team and we'll work on getting you an order confirmation.
Format Prints Marketplace offers a wide variety of products in different sizes and options. The options on our website are what we currently offer and are available. If you'd like our products to have different sizes or options, please let us know and we'll look into exploring if these new sizes/options are available to add.
Most of the products in the Format Prints Marketplace are created and custom printed when ordered. We do not offer exchanges as every product is custom printed. We can offer refunds if there are product mistakes. Please reach out to our customer support and if you are submitting a request, please be sure to include photo evidence of your product in your order. We will do our best to accommodate your request.
We support shipping to over 170 countries.
The transit time for each order depends on the product selected and client destination. Shipping takes 5-12 business days (typically around 7 business days) for US orders. (Please note that the production time is not included in the shipping time estimate).
There are also other factors beyond our control that may extend the delivery window, including but not limited to:
Packages being handled by multiple carriers, when handed off to local carriers.
Local customs department processing time (for international orders). In as much, we can't guarantee an exact delivery date for international orders.
It can take up to four business days to produce orders before they are shipped. The first day of production is the first business day after the order was placed.
Once your order has been fulfilled you will receive a notification with shipping information and a link to track your order. Please allow up to 72 hours to receive a tracking link after your order is shipped. You will not receive a tracking link while your order is in pre-production or production.
This varies per product. Products like the Framed Traditional Stretched Canvas are packaged within a skeleton box. Most of our orders are carefully poly-bagged. Most of the time products are shipped together but sometimes due to the complexity of packaging we are not able to consolidate multiple orders into one shipment and we may ship some items separately.
Lost Packages: If the tracking information for an order says the package was delivered, Format Prints Marketplace is unable to issue a free reprint or refund.
However, if an order is lost in transit and the shipping address you entered is correct, Format Prints Marketplace will reprint and reship a new order at no charge.
Damaged orders: If there is a manufacturing mistake during printing or an item is damaged during shipping, we ask that you provide us a photo of the damaged product in question, a description of the issue, and the order number. You can send this information to our support team. Once we receive that information from you, we will issue a reprint and ship a new product at no additional cost. Please note that all complaints regarding product quality need to be reported within one month from purchase in order to be eligible for a reprint.
We cannot make any cancellations or address changes for any orders after your order has reached production. If you notice that you entered an incorrect delivery address within 30 minutes of ordering, please try canceling your order (via the link in the confirmation email) and place it again with the correct address. If you notice after that, please email us ASAP and, if the order has not yet been sent out we will do our best to update the order info. If the order has already been sent out, we will not be able to issue a refund or re-shipment.