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COLLECTOR SUPPORT
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Frequently Asked Questions
Our support team is available at any time to help you with your questions or concerns. Please feel free to send us a message: info@hiltonasmus.com • How can I find the status of my order? Once your order is shipped we will include a tracking number on your invoice along with the shipping provider's information so that you may easily follow the status of your order. • How long will it take for my item to arrive? If the print is in stock at time of purchase, you should expect to receive delivery within 3 to 5 business days. If you order a print that is not in stock, delivery generally takes about 2-3 weeks. On rare occasions, it may take a bit longer. If that is the case, we will notify you. • How can I find out shipping costs? Shipping within the United States:
All prints picked up from our gallery in Chicago are subject to state sales tax of 10.25%. There are no shipping or handling fees. • Does my artwork come with a certificate of authenticity? Hilton | Asmus FOTO will provide certificates of authenticity for all artwork sold from our website and within our gallery. If there is a question of authenticity or value, we can guide you to a certified appraiser. • Can you frame my art before shipping it? Yes. You may order your artwork framed or unframed (unless otherwise noted.) • What forms of payment do you accept? We accept MasterCard, Visa, American Express and Discover. You may also pay by bank wire transfer or check. If payment is made by check, the artwork will be shipped after the check is cleared by our bank, which will be approximately 10 days to 2 weeks. • How should I care for my art? We suggest you display your art out of direct sunlight, in a moderate temperature, and away from water or damp environments. If you order your art without a frame, we highly suggest you take your art to a professional framer to get it framed as soon as possible. We are always here to help or answer questions whenever you need. • What is your refund policy? From the time you receive your artwork, you have three (3) business days to decide whether to keep the work or return the artwork in its original condition for a full refund less shipping charges. You must notify us in writing at info@hiltonasmus.com. Please be certain that this is the artwork you wish to purchase. We will provide you with all documentation that is necessary for you to make an informed decision. • What do I do if my artwork arrives damaged? Please notify us immediately at info@hiltonasmus.com. Within the email please send us high resolution images of the damaged artwork. Once we receive your email we will contact you to discuss the next steps. • How do I initiate a return? Step 1: Within three (3) days of your delivery date, please email us at info@hiltonasmus.com to give us your order information and the reason for your return. Step 2: Repackage the artwork using the original materials used when you received the piece. If you've already disposed of the original packaging you'll be responsible for purchasing packaging material to send the artwork safely back to the Hilton | Asmus FOTO. Step 3: Arrange to send the artwork to Hilton | Asmus FOTO with a tracking number from the shipping provider. Step 4: Email shipping details, including the shipping number, to info@hiltonasmus.com When you contact Hilton | Asmus FOTO, we will assist you in shipping the item back. • What is your late pickup policy For in gallery purchases, artwork not picked up or shipping arrangements not made within 10 days is not eligible for a refund. You must notify us in writing with delivery or pickup instructions. After 60 days, the purchased item will be considered abandoned and will revert back to the artist or remain in gallery inventory, unless otherwise agreed upon in writing. HILTON | ASMUS FOTO reserves the right to change any aspect of our Terms & Conditions without prior notice. |