Q: When will my order arrive?
A: As soon as your order ships, you will receive an email notification with tracking and delivery information. Standard prints that do not require your approval will normally ship within 3 days of purchase, while personalized prints that require your approval may a few days to design. Once you approve your digital proof via email, it will be in the mail within 1–3 days. Packages within the US generally make it to their destination within a week, while international orders can take up to 3+ weeks.
Q: What shipping service do you use?
A: To keep shipping costs down, I use USPS First Class Mail on most orders (packages weighing over 13oz will be sent Priority mail). USPS 2-3 Day Priority may be selected at checkout for an additional charge (International customers: contact me first if you would like a quote for Priority or Express mail).
Q: How much is shipping and how do you calculate costs?
A: I charge flat rate shipping: $3.50 within the US, $9 to Canada, and $14 international. This approach works best to simplify and streamline the ordering process. The shipping fees are an average of my costs, so actual rates will vary depending on the number and size of prints. They also take into account the cost for supplies/materials and post office time.
Q: How will my prints be packaged?
A: Prints sized up to 11x14” will be packaged in a cello sleeve, backed with sturdy cardboard, and shipped flat in a rigid mailer. Prints and posters 12x16” and larger will be wrapped in poly bags and shipped in a heavy duty bend proof tube.
Q: My prints were damaged in transit, what should I do?
A: I make every effort to ensure a safe delivery of my products. Unfortunately, accidents and mishandling do occur on occasion. If your prints arrive damaged, please contact me to arrange for replacements.
Q: Can I include a gift note with my order?
A: Certainly—please include the details for your request in the notes box at checkout.
PRINTS + ORDERS
Q: What’s your return policy?
A: Because each item is custom made for you, I am unable to offer refunds. If there is a physical defect in the print however, I am happy to replace it for you. While I strive to provide artwork that matches the images online as closely as possible, please keep in mind the color variations between web and print and from monitor to monitor. If you have any questions about an item before purchasing, do not hesitate to ask first!
Q: What materials do you use?
A: All prints and posters are made using archival inks and premium heavyweight smooth matte paper—fade resistant for up to 200 years behind glass.
Q: Can I purchase a digital file of your work instead of the print?
A: To purchase a digital file of a personalized design (contact me if you are unsure if your print qualifies), simply purchase the item as normal and use the code DIGITALFILE at checkout (Note: Only use this code if you do not wish to receive the prints via mail). Your proof will be emailed via high resolution JPG or PDF (your choice). I do not offer digital files of any of my basic designs (ie city maps) due to copyrights.
Q: Can I use a custom color?
A: Certainly. Feel free to describe your color in the additional instructions box at checkout, or contact me first if you have a picture you'd like me to match. On this note—keep in mind that if you re-order a print at a later date, I cannot guarantee the colors will be an exact match to the print you already have (due to periodic equipment upgrades or adjustments to the color palette).
Q: Do you offer framing services?
A: All of my prints come unmatted and unframed to keep costs down. I’ve carefully chosen my sizes to fit the most common frame sizes and make decorating your walls as easy (and inexpensive) as possible. Check out my framing guide for more information.equipment upgrades or adjustments to the color palette).equipment upgrades or adjustments to the color palette).
Q: Do you charge sales tax?
A: Jenna Sue Design Co. is required to collect sales tax on all orders shipped to Florida addresses.
Q: Do you offer wholesale?
A: Yes. Please contact me for wholesale inquiries.
Q: How do you make your maps? Are they accurate?
A: The process is equally as technical as it is artistic. I analyze each city’s unique structure to determine the best possible map location and range. I then digitally trace the roads using professional illustration software. In many cases, not every road can be included—this is where artistic judgment comes into play. I make every effort to ensure accuracy, however these maps are meant to serve primarily as an artistic representation of the city.
Q: Are you ever going to make (insert city name here)?
A: I only create new maps are when they are custom ordered. They are then added to my in-stock map collection. You can purchase a new city here.
Q: Will I be able to see a proof of a custom city before I purchase?
A: Sorry but no, the map must be purchased before the work is done.
Q: Can I modify a map that’s already in stock?
A: Certainly, however you’d need to purchase a custom map for any changes to the map structure. I am happy to change the text/label at no cost.
Q: I purchased a custom map, can I make as many changes as I want?
A: It depends. While I will do my best to make sure you are 100% happy with your map purchase, it is also important for me to preserve the integrity of my work and keep each map in line with the intended concept. There are certain requests I am unable to accommodate, including additional graphics/overlays to the map, excessive amounts of roads/streets, multi-colors, etc. Each request will be considered, but it is ultimately up to my discretion. Please ask in advance if you have special requests.
Q: I purchased a custom map am not happy with the proof. Can I get a refund?
A: If there is anything I can do to make you happy with the map, I will try my best to do so. If you are unhappy with the way the city lines appear, please understand that I can not change the road structure and make the city look like something it is not. If you have any concerns or hesitation on how the city will translate into a map, please contact me beforehand and I will give you my opinion on the best approach. I unfortunately can not offer custom map refunds once the work has been done.