FAQs
Dealer Website FAQs:
What email do I choose to Login? We have an established email address on file for your account which will auto populate in the information when you first login. If you would like to change the email address on file, please send an email to our customer service team accountservicessupport@artbrand.com along with your company name, phone # and account # with the new email address you would like to update on your account.
Why am I receiving a one-time code? For your security each time you login to our dealer website our system will email you a one-time 6-digit code. This email comes from Art Brand Studios – Wholesale mailer@shopify.com. If you didn’t receive this code, please check your SPAM or Junk Folder and put the email address for our website in your safe sender’s list.
The orders for my account listed don’t include all my orders – why not? The Orders shown for your account are the ones that have been placed on the website. If you have other orders that you called in, sent via email or fax, they won’t be listed at this time. We are working on a future update that will include all your account orders and will send a notification out when this update is complete.
How do I update my Account Information? Go to the tab on the top right under Account. If you are listed as the Location admin of the account, you can go in and update your shipping and billing information by clicking on the pencil icon at the left top corner of each address. You can also hit the plus sign on the top right of Payment Methods to add/remove credit cards saved securely on your account.
Can I add an employee to make purchases on my account? We have an option for Ordering Only account access. Please email us at accountservicessupport@artbrand.com to add ordering only access for any of your staff members. We need their name and email address to set them up on your account.
The website is charging me sales tax – why? If the sales tax is for a state that you currently have a resale license in, please email our customer care team accountservicessupport@artbrand.com or send a fax to 1-800-243-8533 with your company name, phone number, with a picture of your reseller’s permit and we will be happy to update your account with a tax exemption status in that state. Please note for drop ship orders shipping to the following states, we charge sales tax for each state based on the wholesale order total unless we have a Resale Tax permit on file: CA, CT, FL, MN. NY, NJ, TX, PA, WA, and WI.
How do I start shopping and navigate the site?
After logging in, click on the blue Go to Store icon on the right-hand top portion of the screen.
You will see at the top of the screen helpful links with sections to help narrow down your search. There is also a Sort by: drop down on the middle right side to help narrow down your search even further. The dealer website has the wholesale pricing built in which is 50% off retail cost. Each item may have multiple options available. Click on the drop down by the product image to select the correct item you want to purchase. When you are ready click on the checkout button and review your order. Payment methods are pre-determined based on the approval of your account. Click on the box at the bottom left to save your card on file securely for future orders.
How do I know about promotions? Look for specials and volume discounts on the dealer website to take advantage of any special offer going on at that time. We also have weekly dealer newsletters that inform our dealers of new product launches, art releases and monthly promotions. Contact us anytime at accountservicessupport@artbrand.com or 1-800-445-6413 to for help with placing orders of if you are not receiving these dealer newsletters. We are always happy to assist.
How long will my order take once I place it? Orders are submitted directly from the website into our internal database. Product turn around times are listed below. Our website is directly tied into our inventory system and will have information if an item is out of stock or discontinued. Below are some general guidelines for product categories.
General Shipping Timeframes:
- In Stock Ready Made Giftware (Sculptures, Mugs, Dinnerware, etc.) - 1 to 3 business days.
- Limited Edition Canvas Unframed or Framed with Ready Made Frames – 7-10 business days
- Limited Edition Paper Unframed – 4-5 business days
- Limited Edition Paper Framed (Ready-made Frames) 5-7 business days
- Limited Edition Paper with Custom Framing 10-12 business days
- Canvas Classics – 5-7 business days
- Brushworks – 5-7 business days
- Gallery Wrapped Canvas 4-5 business days
- Stained Glass 5-7 business days
- Wood Signs – 5-6 business days
What do I do if I need help with an existing order? Please contact our email accountservicessupport@artbrand.com or calling 1-800-445-6413 and we will be happy to assist you.
How is shipping calculated?
We take great care in packaging your art & home décor purchase, using the most durable materials, and packing systems available. Our packaging standards are higher than what you would typically experience because we want to give you superior buying experience. We use our volume discounting with the world’s premier logistics companies to provide you with the lowest shipping costs available. Many variables factor into the price of shipping your order, such as product size, product weight, ship-to location, and your desired delivery time frame. To obtain an exact shipping price for your purchase, please build your product in our Shopping Cart system, and your shipping quote will display on your order.
What if I need to cancel my order? Online orders are imported directly into our data entry system. Our production and shipping team go in and process orders daily in the order they are received. Please contact our customer service team as soon as possible so we can do our best to cancel your order before it ships out either by email accountservicessupport@artbrand.com or calling 1-800-445-6413. If possible, please have your website order # for faster lookup.
My order arrived damaged, what do I do now? Even though we do our best to insure every shipment arrives in perfect condition, we do occasionally receive notifications of shipments with damaged items. Please be sure to unpack and inspect all merchandise when it arrives. Please contact our customer support team accountservicessupport@artbrand.com or calling 1-800-445-6413 with the information, order number and pictures of the damage whenever possible. We will either process a return of the damaged item and issue a replacement or in some instances have you disgard the damaged item and issue a replacement. Our team will guide you on how to provide guidance.
What is Your Return Policy? Art, Home Décor and Giftware Returns are limited to items with shipping damage or manufacturing defects. Please inspect the shipment when it arrives and contact our customer service team with any issues.