FAQ
ORDER
HOW DO I KNOW IF MY ORDER WENT THROUGH?
An e-mail with an order confirmation will be sent to the e-mail address that was given when completing the order. Please note that it can take up to 24 hours before you receive the order confirmation.
WHY HAVE I NOT RECEIVED AN ORDER CONFIRMATION BY E-MAIL?
If you have not received your order confirmation, please check your spam mail. If you have checked your spam mail and waited 24 hours and still did not receive the confirmation e-mail, we recommend you contact us through our contact form, and we will investigate this for you.
CAN I MAKE CHANGES TO MY ORDER AFTER IT IS PLACED?
We know you want your products fast. As soon as you have placed the order, we will be on it! Unfortunately, this means we will be unable to make any changes as it is already being processed at the warehouse (usually within seconds).
For more information, please contact our customer service here.
WHAT HAPPENS IF I ENTER THE WRONG CUSTOMER DETAILS?
If you have provided incorrect information such as name, email, phone number, and/or delivery address, please contact our customer service as soon as possible so they can change your information prior to sending your order. As a customer you are responsible for the extra costs that may occur if your parcel is handed over to our freight partner for delivery with the incorrect information.
WHAT IF AN ITEM IN MY ORDER IS OUT OF STOCK?
If an item in your order has gone out of stock during the packing process, our customer service will contact you via email to notify you that the item has been removed from your order and the payment amount adjusted.
HOW CAN I CANCEL MY ORDER?
Contact us as soon as possible through our contact form. However, we can't guarantee that we'll have enough time to cancel your order, as our packing/shipping department prides itself on getting products heading our customers' way quickly.
HOW CAN I PLACE A BUSINESS ORDER?
If you wish to place a business order, please contact us at info@postertore.com before the purchase.
PAYMENT
WHAT PAYMENT OPTIONS DO YOU OFFER?
We offer GooglePay, Apple Pay, Klarna, PayPal and card payments such as Visa, Mastercard, Discover and American Express.
CAN I PAY VIA INVOICE?
We do not currently have an invoice payment option. For bulk orders (QTY 50+ units), please contact info@postertore.com prior to the purchase.
CAN I PAY USING A VOUCHER OR GIFT CARD?
Yes! Just enter the code in the “GIFT CARD OR DISCOUNT CODE?” part on the checkout page.
HOW DO I KNOW THE AMOUNT ON MY GIFT CARD?
You will see the gift card value by first adding a product to your cart, and then entering your gift card code.
WHY ISN'T THE PAYMENT GOING THROUGH?
It is possible that we do not support the payment option used. Please check our offered payment options.
If the payment is declined, please check with your credit provider as it is possible that your account is not activated to make online payments or not set-up with the required security settings to get the transaction approved.
OFFERS & DISCOUNTS
MY GIFT CARD / DISCOUNT CODE IS NOT WORKING, WHAT SHOULD I DO?
Please double-check that the correct code is entered. Otherwise, check that the code has not yet expired. If it still does not work, please contact our customer service so that we can help you.
WHY DOESN'T THE DISCOUNT APPLY TO ALL THE ITEMS IN MY ORDER?
It is possible that the discount code only applies to specific assortments. If in doubt reach out to our customer service team and we will assist you with your concern.
SHIPPING & DELIVERY
HOW LONG IS THE DELIVERY TIME?
Delivery in the United States is normally 2-4 business days after the parcel is dispatched from our fulfilment center in Columbus, OH.
We aim to dispatch your order within one day of your order being placed, however, please note that on certain occasions, it can take 1-2 extra days due to delays by the freight carrier or if our warehouse has an unusually high volume of orders.
It is possible that a parcel will automatically be delivered to a pick-up point instead in the event of high volumes of parcels handled by our freight partners or you are not available at the time of delivery.
If you haven't received your order within the delivery time advertised, please first check the parcel tracking number that was emailed to you. If you are unable to locate the parcel, please contact our Customer Service no longer than 30 business days after the order was placed and we will help you.
WHICH DELIVERY OPTIONS DO YOU OFFER?
We currently offer UPS Ground Service and UPS Next Day Air shipping at checkout.
WHAT IS THE DELIVERY COST?
We offer Free Shipping on orders over $45. For orders under $45, we will charge a fee of $4.95.
DO YOU SHIP TO HAWAII, PUERTO RICO, GUAM, AM. SAMOA AND ALASKA, US VIRGIN ISLANDS AND NORTHERN MARIANA ISLANDS?
We do not currently ship to Hawaii, Guam, Alaska, American Samoa, Puerto Rico, US Virgin Islands and Northern Mariana Islands.
DO I HAVE TO PAY A DUTY OR CUSTOM FEE?
Generally, there are no duties or custom fees on any domestic US orders. However, any orders shipped from abroad to the US may be subject to import taxes and duties. Poster Store does not have any responsibility for these additional charges that may apply.
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
As soon as your order is dispatched from our fulfilment center, we will send you an email with the delivery tracking link. It can take up to 48 hours for the tracking link to be activated. If you do not receive a tracking link or if the tracking link does not update after 48 hours, please contact us via our contact form.
CAN I CHANGE THE DELIVERY ADDRESS AFTER THE ORDER IS DISPATCHED?
Unfortunately, we cannot make any changes to the address once the parcel is dispatched from our fulfilment center. You can still reach out to our customer service team, and we will in turn try to inform the freight company of the request. However, we cannot guarantee confirmation of said request and we advise that you reach out to the courier directly. We will not be responsible for additional charges connected with changes in the delivery address.
WHAT HAPPENS IF I DO NOT COLLECT MY PARCEL?
Should the order get returned to us due to failure of the customer to pick up the parcel, customer refusing the delivery or customer entering the incorrect delivery address, we will process a refund less the non-collect fee of $22 USD.
RETURNS
CAN I RETURN MY ORDER?
Yes, there is a 90-day return policy for products purchased at posterstore.com.
DOES IT COST TO RETURN ITEMS?
In the event of a return, the customer is responsible for the return shipping cost.
HOW DO I RETURN MY ORDER?
Please, register your return via the link below. Once your return is registered you will receive an email containing instructions and return address details.
REGISTER RETURN
The parcel needs to be packaged the exact same way it was when you received it. It is important to re-roll the posters in the protective paper since it ensures they do not shift during transit. When you've re-rolled the posters in the paper, use sticky tape so we can take it out of the tube easily upon return.
Frame returns will only be accepted if the protective film on the glass is still intact.
If the order no longer meets the conditions for any promotional/discount codes then the cost may be adjusted accordingly, and any difference deducted from your refund.
The return process can take up to 14 days from the time you hand the return parcel over to the freight company. Save your receipt from the freight company until the return confirmation email has reached you as proof of the return.
We will notify you via email as soon as the return order has been processed at our fulfilment center and your refund initiated.
CANVAS
The Customer shall pay for the return shipping costs and is responsible for the condition of the product after the Customer has received the product and during the return shipping.
CLAIMS
AN ITEM IN MY ORDER IS INCORRECT/DAMAGED, WHAT DO I DO?
In the unlikely event that you receive a defective or incorrect item, please contact us via our contact form with the below information:
- Email address that you used when placing the order
- Order number
- Customer name
- Product number
- Photo of damaged or incorrect item
- Photo of your package, if that is possible
- Batch number, if it is a frame picture ledge or poster hanger
You can find the batch code stamped on the back of the frame or on the product label.
Our customer service team will get back to you shortly to confirm the processing of your replacement order or refund whichever is appropriate.
WHAT IF THE TRACKING LINK SAYS THE PARCEL IS DELIVERED BUT I DID NOT RECEIVE IT?
If you do not receive your order despite the tracking stating that it has been delivered, please contact our customer service no later than 30 days from the stated time of the delivery and we will arrange a replacement order or refund for you.
WHAT IF I AM MISSING ITEMS FROM MY ORDER?
If you did not receive all the items in your order, please contact our customer service no later than 30 days from the time the order was delivered and we will arrange a replacement order or refund for you.
ABOUT OUR PRODUCTS
FRAMING SERVICE
CAN MY PRINTS ALREADY BE DELIVERED ALREADY FRAMED?
At Poster Store, we now offer Framing Services! We directly frame the prints in your frames. All you have to do is unbox them and voila - you can immediately start decorating your space after receiving your order. Should you need any assistance, please feel free to contact our customer service, or get inspired by visiting our Gallery Walls.
WHAT IS THE COST OF THE SERVICE?
The cost depends on the size of the items you purchase.
- Sizes from 5x7 to 11x14 inches: $19.95
- Sizes from 12x16 to 28x39 inches: $29.95
CAN I RETURN FRAMED PRINTS?
When returning articles with the framing service, you will be refunded the purchase price of the article(s) minus the framing service fee and return fee.
WHAT SIZE POSTERS DO YOU OFFER?
Our poster prints vary in size. However, depending on the motif and stock availability, certain poster prints may not be available in the sizes shown below.
| Inches | Centimeter |
|---|---|
| 5x7” | 13x18 |
| 8 ¼ x 11 ¾"” | 21x30 |
| 11 ¾ x 15 ¾" | 30x40 |
| 15 ¾ x 19 ⅝" | 40x50 |
| 19 ¾ x 19 ¾" | 50x50 |
| 19 ¾ x 27 ½" | 50x70 |
| 27 ½ x 39 ¼" | 70x100 |
DO POSTERS COME WITH A FRAME?
Frames are sold separately unless otherwise specified on the product page.
DO ALL POSTERS COME WITH A WHITE BORDER?
No. Not all of our posters have a printed white border included. We do have poster assortments which include a “Printed White Border”. This is indicated in the product description on the product page.
HOW BIG IS THE PRINTED WHITE BORDER?
Printed White Borders included in the posters can vary in size. Below is the general size guide.
| Small border | ||
|---|---|---|
| Poster Size | Image size | Border Size |
| 5x7” | 106x156mm | 12mm |
| 8 ¼ x 11 ¾"” | 185x275 mm | 12,5 mm |
| 11 ¾ x 15 ¾" | 265x365 mm | 17,5 mm |
| 15 ¾ x 19 ⅝" | 350x450 mm | 25 mm |
| 19 ¾ x 19 ¾" | 442x442 mm | 29 mm |
| 19 ¾ x 27 ½" | 442x642 mm | 29 mm |
| 27 ½ x 39 ¼" | 600x900 mm | 50 mm |
| Medium Border | ||
|---|---|---|
| Poster Size | Image size | Border Size |
| 5x7” | 100x150 mm | 15mm |
| 8 ¼ x 11 ¾"” | 160x250 mm | 25 mm |
| 11 ¾ x 15 ¾" | 240x340 mm | 30 mm |
| 15 ¾ x 19 ⅝" | 324x424 mm | 38 mm |
| 19 ¾ x 19 ¾" | 400x400 mm | 50 mm |
| 19 ¾ x 27 ½" | 400x600 mm | 50 mm |
| 27 ½ x 39 ¼" | 560x860 mm | 70 mm |
| Large Border | ||
|---|---|---|
| Poster Size | Image size | Border Size |
| 5x7” | 78x128 mm | 26mm |
| 8 ¼ x 11 ¾"” | 124x214 mm | 43 mm |
| 11 ¾ x 15 ¾" | 180x280 mm | 60 mm |
| 15 ¾ x 19 ⅝" | 240x340 mm | 80 mm |
| 19 ¾ x 19 ¾" | 300x300 mm | 100 mm |
| 19 ¾ x 27 ½" | 300x500 mm | 100 mm |
| 27 ½ x 39 ¼" | 420x720 mm | 140 mm |
WHAT QUALITY OF PAPER IS USED IN YOUR POSTERS?
We print our posters on FSC Certified 200g/m2 uncoated premium paper. The paper is age resistant, and we have chosen a matte surface without reflections to create a premium feel with no glare.
The paper used in our posters is produced in Sweden. The paper mill is certified by FSC and PEFC. The pulp used to create the paper is also certified by FSC and PEFC. These certifications ensure that the trees used in our posters have been harvested in compliance with all laws and regulations, as well as in compliance with the high demands from the FSC Organisation regarding social and environmental sustainability.