Shop FAQs
Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch within 24 hours.
Products
What is 'free framing'?
If you order a framed poster, your art will arrive beautifully framed and ready to hang with our free framing service. Just choose one of our sustainably-sourced pine wood frames instead of the 'unframed' option on the product page.
What type of paper are the posters printed on?
Your new artwork will be printed on archival matte 250gsm (or 100lb) paper with a beautifully textured uncoated finish. We guarantee exceptional color accuracy and vibrant details that will bring your wall art to life, ensuring archival conservation and durability.
Do you have gift cards?
Yes we do! We offer gift cards because art makes a thoughtful gift and is the perfect solution for last-minute surprises. See our Gift Card page for more information.
Do you offer custom sizing?
Yes, we do! In certain cases, we can provide custom sizes based on your request. If you have something specific in mind, don’t hesitate to reach out to us!
My Order
Can I update the delivery address for my order?
Sure! If your order hasn’t been shipped or prepared for shipping, we can usually change the address. Just contact us within 2 hours of placing your order with your order number and the new address, and we’ll handle it!
Can I modify my order after placing it?
Absolutely! In most cases, we can make changes to your order within 2 hours of placement. Just keep in mind that each request will be reviewed individually. Reach out to us with your change request, and we’ll take care of it!
I haven't received an order confirmation.
If you haven't received your order confirmation within 24 hours, the first step is to check your spam folder. Sometimes the automated emails get lost in there! If you still can't find it, please contact us. We'll be happy to help.
My order is a gift!
Great choice! Art makes such a thoughtful gift. We never include invoices in the delivery; instead, they’re sent digitally - you - via email. Plus, our art and framed pieces are beautifully packaged, making them perfect for gifting.
Shipping and Delivery
How do I track my order?
Tracking your order is easy! Most orders ship within 3-7 business days after you place them. Once your order is handed over to the carrier, you'll receive a tracking link via email. Be sure to check your spam folder, just in case it gets filtered there. If you haven't received an email after 6 days, don't hesitate to contact us!
Do you offer worldwide shipping?
We sure do! We work with multiple production locations around the globe, ensuring we can ship our art to every country. While some remote areas may have longer delivery times, we're here to help. Feel free to reach out to support if you need more information!
My package is marked as delivered, but I did not receive it.
Sometimes deliveries can be missed if no one is home or if the address is a tricky one. Typically, the carrier will leave a delivery note, drop it at the nearest pickup point, or leave it with a neighbor or in a safe spot around your house. If you can’t find it, please contact the carrier first for more information, as we don’t have access to real-time delivery details.
What do I do if the order is delayed?
First, check the tracking link in your shipping email for updates. Occasionally, shipments may take longer than expected due to factors like weather conditions or peak seasons. If you have further questions or need more information, don't hesitate to reach out to us.
Do I have to pay customs duties?
Because we work with multiple production companies around the world, custom duties may not be applicable based on your location. However, we cannot guarantee that for every order. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
How do you pack and protect my order?
We use a variety of packaging methods depending on the type of product and where it's headed. Here's a breakdown:
Posters: unframed prints are carefully rolled and wrapped in protective paper before being shipped in triangular tubes (up to 5 posters per tube).
Framed Posters: these are packed with corners and film and then packed in a box with strong edges, designed for international shipping.
My order seems lost, what can I do?
If you believe an order has been lost in transit, please get in touch with us within 14 days of the estimated delivery date. We're happy to send a replacement order on your behalf. Unless you specifically request a refund, we will automatically place a reorder for lost orders.
Returns
My poster arrived damaged, what can I do?
We're sorry to hear that your item arrived damaged! We always strive to pack and ship our orders securely, but sometimes issues occur. If you received a damaged poster, please send us an email (sales@proofandgrain.com) within 48 hours with your order number and the following photos:
- Photo of the package
- Photo of the shipping label
- Photo of the damage of the affected items
- Photo of the detail of the damage
With these photos, we can file a claim with the carrier and, according to our company policy, send you replacement items as quickly as possible.
Can I return my order?
We're sorry that you were not satisfied with your order. We typically don’t offer returns or exchanges because your order is made just for you. But if there’s something wrong with your order, please let us know.
I'm not happy with my purchase, what are my options?
If you're not satisfied with your purchase, please reach out to us and share your concerns along with photos of the items. We are committed to finding a solution that will make you a happy customer!
My order is incomplete, what now?
If you’re missing items from your order, it’s possible we shipped them in a separate package that’s still on its way. If you believe you’ve received all parcels and are still missing items, please contact us with your order number and photos of the package and items you did receive. This will help us identify what’s missing and resolve the issue for you.
My order is incorrect, how do we solve this?
We’re sorry to hear that you received the wrong item! Please reach out to us with clear photos of what you received and your order number. This will help us send you the correct items as quickly as possible.