Customer Service

When can I expect my product?

“The best things in life are worth waiting for!”

All of Adam Hansen Art’s fine art reproductions  are made to order — from scratch to final product — by a creative team in collaboration with the Artist that takes great care of your product. Our unique production process can be a bit time consuming.

Lead times can greatly change depending on the time of year. Below you will find an estimated lead time based on product or service you’ve purchased. Once you place your order, you will also be receiving emails throughout our creation process to let you know what phase of production we are on with your order and the estimated remaining time until it ships. You can check your status at any time by emailing us at info@adamhansenart.com

 

Approximate lead times follow:

All Prints and Original Art in Stock: 10-14 business days ($15 handling fee applied to all web-based sales + Applicable Tax and Shipping Carrier costs also apply, UPS or USPS options available)

Fine Art Reproductions 4-6 weeks (Made to Order)

Custom Commissioned Art: 3-4 months after Design Sketch is approved

Wholesale or Licensed Art Products: 3-4 Months after Design Sketch is approved (additional times vary on product production specifications) 

 

For custom pieces(Original Commissioned Art or Merchandise), production will not begin until you have approved your artwork proof (a.k.a. Design Sketch), so please check your email for updates on your Design Sketch 🙂

What is your refund policy?

Adam Hansen Art starts with a blank piece of imported cotton paper and turns it into beautiful wall art with small, intricate details created with our unique Mineral Infused watercolor process. We works closely with our customers for Original Commissioned Art to carefully create a quality end product.

We do not issue refunds. Exchanges and Returns are decided based on damage due to mail carrier or inherent error in the artwork’s assembly and will be assessed by the Artist and his studio team on a case-by-case basis. You must have an approved return in order to ship your item back for an eligible exchange within 30 days of delivery. Otherwise Exhanges or Returns are no longer eligible.

 All Original Art is shipped with insurance.

If your Return and Exchange is Approved, the customer is responsible for shipping costs back to the Artist Studio. Address will be provided if return/ exchange is approved. Read below section ” My product was damaged” for detailed return information

If your product was lost in transit or shipped to you with damages, please let our customer service team within 30 days and we will process your claim and get back to you on next steps. To get started with a damage claim, click here. If past 30 days, we are not able to file a lost in transit or damages claim with the shipping services and cannot assist.

Can I change or cancel my order?

Once a project is in production, you cannot change or cancel the order.

Due to Adam Hansen’s unique painting process, we cannot stop the production mid-stream.

If you have a custom order, you can submit up to two sets of revisions of the proof (additional revisions will incur extra fees of $75/ hour for additional revisions). However, after the piece goes into production, there are no exchanges, returns or refunds.

My product was damaged. What can I do?

We’re sorry to hear that your Adam Hansen Art product is anything less than perfect.

To get the process started, please contact us. It will take 96 business hours to review your claim.

To expedite your claim, please describe to us the following

-state of Artwork/ product upon arrival

-state of frame/ product upon arrival

 e-mail info@adamhansenart.com with photos of the damaged art, damaged frame materials or merchandise, and the box if it was damaged during shipping.

Only If Approved. Repackage Artwork with original wrapping taking care not to cause further damage. Use new box if old box is unusable. Email us the tracking info. Customer is responsible for covering all costs incurred to ship artwork/ product or merchandise back to Artist studios. Adam Hansen Art will ship your exchange product back to you as a courtesy at no additional expense to the customer. We Gurantee it!

Processing Times for approved returns can take 3-4 weeks if a new item needs to be completely replaced or renewed. Timelines vary based on season/ time of year and the scope of the damage/ work required to make a similiar replacement item. We will update you if your damage exchange is approved within the 30 day window.

I would like a specific finish to my piece. What should I know?

We cannot guarantee a specific tone or contrast to match any specific look.

Each piece of artwork has it’s own unique characteristics based on the various mixed media elements the artist chose to use. we work closely with you to initially choose colors, your desired frame choices and matting. After materials are ordered for your project they cannot be changed. we require a 50% deposit to start any custom work. Full payment is required for anything else. 

I have a custom order. When can I expect my first proof/ Design Sketch?

The typical timeframe for receiving your initial Design Sketch is 10-16 business days. This time can fluctuate depending on the complexity of the project, holidays and any unforeseen circumstances.

It’s important to communicate any design changes with the Artist while the project is in the proofing/ sketch review process. Production of your custom wall art will begin after you approve the Design Sketch.

For more information on custom orders/ commissions, click here.
How can I file a complaint?

If you have had a bad experience with our company, please feel free to contact us directly at info@adamhansenart.com 

How to Reach Us

 
Address

Headquarters and Workshop: Marina, CA 93933

 
General Inquiries

Wholesale: info@adamhansenart.com

General Customer Service: inf@adamhansenart.com

We will provide a phone after the inquiry vetted

Commissions
Click here for more information 
Wholesale

Click here for more information.

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Steam On!

Adam Hansen

Fine Artist & Travel Guide
American Society of Railway Artists