FAQs
-HOURS OF OPERATION?
Our support team is available Monday–Friday, 9:00 AM–5:00 PM PT. We are closed on weekends, federal holidays, and on December 24th and 26th.
-WHERE CAN I TRACK MY ORDERS?
We will email you a shipment notification along with a tracking number as soon as your package ships.
-I TYPED IN MY WRONG ADDRESS AND NEED TO CHANGE IT?
Unfortunately, once submitted, our system does not allow for any order or address changes. Before completing your purchase, please closely review your cart items and shipping address. If you find that you still accidentally submitted the incorrect address, please contact us: info@sanserartstudio.com
-WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept VISA, MasterCard, AMEX, Discover, Apple Pay, Google Pay, and Shop Pay.
-DO YOU SHIP INTERNATIONALLY?
At the moment we only ship in the United States.
-MY ITEMS ARRIVED DAMAGED, WHAT SHOULD I DO?
Please email us at with your order #, and a photo of your new unopened, damaged product.
-DO YOU ACCEPT RETURNS?
At Sanser Art Studio, our products are custom-printed and made to order specifically for you through our print-on-demand partners. Because we do not hold inventory and every item is uniquely manufactured upon purchase, all sales are final. We do not accept returns, exchanges, or refunds for buyers' remorse or incorrect size selections.
Please read the guidelines below to understand how we handle issues with your order.
DAMAGED, DEFECTIVE, OR WRONG ITEMS
If your order arrives damaged, has a manufacturing defect, or is the wrong item due to an error on our part, we will gladly arrange a free replacement or a full refund.
To report an issue:
- Contact us at info@sanserartstudio.com within 5 days of receiving your package.
- Include your order number and clear photo evidence showing the defect, damage, or the incorrect item received.
- Do not mail items back to us or back to the return address listed on the package unless explicitly instructed by our support team.
Once our printing partner verifies the defect or shipping error, a replacement order will be fast-tracked for you, or a refund will be issued to your original payment method.
LOST IN TRANSIT & SHIPPING ISSUES
Packages are considered lost if they fail to arrive within the estimated delivery window provided at checkout plus an additional 7 business days for carrier delays.
*IF PRINT-ON-DEMAND PARTNER/CARRIER ERROR: If tracking shows the package was lost in transit and never delivered, we will submit a claim and issue a free replacement.
*IF CUSTOMER ADDRESS ERROR: We cannot offer refunds or free replacements if the tracking status is "Delivered" or if the package failed to deliver due to an incorrect or incomplete shipping address provided during checkout.
CANCELLATIONS
Because order data is sent automatically to Gelato production facilities immediately after checkout, we cannot guarantee cancellations or order modifications (such as address or size corrections). Please contact us within 2 hours of placing your order, and we will do our best to stop the production process, though it is not guaranteed.
REFUNDS PROCESSING TIME
If a financial refund is approved, it will be automatically processed back to your original payment method. Please note that it can take 5 to 10 business days for your bank or credit card company to process and post the refund to your account.
-WHERE ARE YOUR PRODUCTS MADE?
Our products are made and printed in the USA using FSC/PEFC-certified paper stocks, ensuring sustainability. FSC and PEFC certifications are the global gold standards for proving that wood, paper, and cardboard products come from sustainably managed forests
While they have the same ultimate goal—preventing deforestation and protecting the environment—they are run by two different international organizations
- FSC (FOREST STEWARDSHIP COUNCIL): Founded in 1993, FSC applies a single set of strict, universal global rules directly to forests around the world. It places heavy emphasis on protecting endangered wildlife, safeguarding indigenous peoples' land rights, and maintaining old-growth ecosystems.
- PEFC (PROGRAMME FOR THE ENDORSEMENT OF FOREST CERTIFICATION): Founded in 1999, PEFC acts as a massive global "umbrella" network that vets and approves national certification programs. It is designed to adapt to the specific geographic and legal needs of individual countries and works closely with small, family-owned local forests.
At Sanser Art Studio, we believe in creating beautiful spaces without harming the environment. That is why we partner with print-on-demand printing suppliers to ensure our paper and wood products meet the highest environmental standards.
- WHAT THIS MEANS: The wood fibers used to make your art prints are strictly traced from responsibly managed, zero-deforestation forests that protect local wildlife, preserve old-growth trees, and safeguard the rights of indigenous communities.
- REDUCED CARBON FOOTPRINT: By utilizing our suppliers’ network of local US print facilities, your artwork is produced right here in the USA, closer to your doorstep. This cuts down on long-distance overseas shipping emissions and eliminates excess warehouse waste.
-WHAT ARE THE BEST FRAMING PRACTICES FOR YOUR ART PRINTS?
We want our art prints to last you as long as possible. We use premium, heavy-weight paper, so proper framing prevents the edges from curling and protects the eco-friendly inks from fading.
To frame our art prints perfectly and preserve their museum-quality look, we suggest using the following framing recommendations to keep your prints looking flawless:
FRAME SELCTION & MATERIALS
- SOLID WOOD FRAMES- Choose real wood over cheap plastic or composite frames. Wood provides the structural rigidity needed to keep heavy-weight art papers flat and taut.
- ACID-FREE MATBOARDS- Always place a 100% acid-free, archival-quality matboard between the print and the frame backing. Standard cardboard backings leak acid over time, turning the paper yellow.
- UV-PROTECTIVE ACRYLIC- Opt for UV-filtering acrylic or glass instead of standard glass. This blocks harmful solar rays and protects the water-based inks from fading if hung near windows.
- MOISTURE-RESISTANT BACKING- Use an archival foam core backing board to seal the frame. This protects the wood-pulp paper from ambient humidity, preventing unwanted paper rippling.
MOUNTING TECHNIQUES TO PREVENT WARPING
- THE T-HINGE METHOD- Secure the top of the print to the matboard using archival, acid-free linen tape. Let the sides and bottom hang freely so the paper can expand and contract naturally with temperature changes.
- AVOID ALL-EDGE TAPING- Never tape down all four edges of your art print. Restricting the paper causes it to buckle and warp when humidity levels fluctuate.
- USE SPACER STRIPS- If you prefer a clean look without a matboard, install plastic frame spacers along the inside edge. This keeps the print surface from directly touching the glass, preventing moisture traps.
- AVOID DIRECT GLASS CONTACT- Condensation can form on the inside of the glass, causing ripples and permanent water damage.
OPTIMAL PLACEMENT & LIGHTING
- AVOID DIRECT SUNLIGHT- Never hang your art prints on walls that receive direct sunlight during the day.
- USE LED LIGHT BULBS- Light your art with LEDs instead of incandescent or fluorescent bulbs, which emit high amounts of heat and UV rays.
- MAINTAIN DISTANCE- Keep picture lights mounted at least 6 to 12 inches away from the frame to prevent heat build-up.
ENVIRONMENTAL CONTROLS
- CONTROL ROOM HUMIDITY- Keep the room's relative humidity between 40% and 50% to prevent the paper fibers from warping or trapping moisture.
- STABILIZE TEMPERATURE- Avoid hanging prints near radiators, air vents, fireplaces, or air conditioners, as rapid temperature shifts degrade paper and ink.
- SKIP OUTER WALLS- Do not hang unframed prints on exterior-facing walls, which easily transfer moisture and temperature changes from outdoors.
-DO YOU SELL GIFT CARDS?
Sanser Art Studio is a small start-up business, and we are currently not set up to offer gift cards. As our studio and presence grow, we hope to be able to provide our customers with this type of gift option.