Please note:

This FAQ page is highly informed by years of small business experience. While we do not expect you to read this entire page, not reading relevant information for your order means that you have missed opportunities to understand how orders are processed, troubleshooting, and ways to avoid order complications.

Our Terms of Use page emphasizes that the policies highlighted across hiaj.co are subject to change at any time, and typically as we resolve past scenarios.

Table of Contents:

Print Order Process - Annual Holiday Sale 2023
Print Order Process - Year Round
Print Order Process - International
Shipping & Packaging - General Info
Printing Process & Attributes
Care & Display Tips
Recipe Card Information
Troubleshooting
Contact

Print Order Process - Annual Holiday Sale 2023

The Annual Holiday Sale Season for hiaj.co will run from now until November 30.

We’re switching things up for 2023. On December 4, we will place one big order with our printer.

We know you take advantage of the annual holiday sale in order to have your pieces in time for holiday gifting so we hope this will take care of making sure that your orders reach you in time!

During the Annual Holiday Sale:

• Our printer allots 3 business days for production however, with the size of our order we anticipate a slightly longer production window.

• We expedite the shipping to receive the print from our printer within 2 business days.

• We then inspect the package, and ship your orders with 2 to 3-day Priority for prints over 11 x 14” and 2-5 days First Class for prints under 11 x 14”. Since we will have a larger batch of orders to process, please allow until December 12 to receive a shipping confirmation. Should this window change, we will be in touch immediately to all those who have placed orders.

During the Annual Holiday Sale Season, we try our level best to ensure you receive your packages in time for gifting, however, that is not always possible. Unanticipated shipping or production delays with our printers and shippers may inhibit speeds for which we cannot realistically assume responsibility. Should anything hinder your order’s timely arrival, we’ll communicate as soon as we can.

Print Order Process - Year-Round

Once you place your order - you will receive a confirmation notification featuring the details of your completed purchase. Orders are placed with the printer two days per month: the 15th and last day of each month (29th, 30th, or 31st), at which point it will enter the 8 to 14-day production cycle. The production cycle includes the printing and arrival to us for final inspection, packaging, and shipment of your order to you:

• Our printer allots 3 business days for production.

• We receive the print from our printer within 8 business days.

• We then inspect, package, and ship your orders to you with 2 to 3-day Priority for prints over 11 x 14” and 2-5 days First Class for prints under 11 x 14”.

Shipping costs are a $6 flat rate for USPS First Class (for prints under 11 x 14”) and 2-day Priority Mail (for prints over 11 x 14”). Plus an additional $1 for each item added.

We do not accept changes to orders once they are submitted. Please make sure all information is correct before placing your order. This note is mentioned in the product description.

Once your order has shipped - you will receive an additional communication, including tracking information. If, for any reason, your order is delayed, you will be reached immediately.

All prints are sold unframed.

Print Order Process - For International Orders (Canada and Beyond) - Year Round + Holidays

Once you place your order - you will receive a confirmation notification featuring the details of your completed purchase. Orders are placed with the printer two days per month: the 15th and last day of each month (29th, 30th, or 31st), at which point it will enter the 8 to 14-day production cycle. The production cycle includes the printing and arrival to us for final inspection, packaging, and shipment of your order to you:

• Our printer allots 3 business days for production.

• We receive the print from our printer within 8 business days.

• We then inspect, package, and ship your orders to you with the soonest available date for the quoted price to you.

Canada: Shipping costs are a $19 flat rate for FedEx with orders arriving within a week however it varies!

Beyond Canada: Shipping costs are quoted to you during the custom order process and arrive within the quoted time frame or typically within a week or two via FedEx.

Once your order has shipped - you will receive an additional communication including tracking information. If for any reason your order is delayed, you will be reached immediately. We assume the duties costs for all international shipments!

All prints are sold unframed.

During the holiday season, we do not maintain the same production speed for international shipping as there are too many variables and we are a small team. Therefore we do not ensure that you will receive your orders in time for holiday gifting. The holiday season is also where we occasionally experience delays trying to meet demand for all orders. During this time, and especially in the instance of international shipping, please understand that delays are not intentional, but may occur. Should any circumstance *substantially hinder your order’s timely arrival, we’ll communicate right away.

Shipping & Packaging

• Which carrier do you use for shipping?
  
  Our printer ships to us using FedEx, USPS, or UPS; We rely on USPS for your shipments due to cost-effectiveness for our small business.

  
  

• Do you ship internationally? 
  
  Choose “Canada Shipping” at checkout for $19 flat-rate shipping! For international orders (outside of Canada) and custom orders (prints not featured in the print shop but may be elsewhere on the site), head over here!
  
  International Shipping Details: International orders follow the same print schedule, as domestic orders. However, orders will ship using FedEx International instead of USPS. The shipping length will vary depending on your country of origin and will be communicated at the time of your personalized quote.
  
  You will also have the ability to track your order during shipping confirmation. We accept the duties and taxes for all international shipments however if for any reason you are asked to cover the costs, please reach out immediately and you will be refunded the costs.
  
  

• What are your shipping timelines?
  
  

  • For Domestic Orders under 11 x 14”: First Class Mail (2-5 days)

    • Note: For small items shipped with free shipping codes (like single recipe cards and Jute Fiber Packets), the item will ship first class with NO TRACKING but will generally arrive within 5 days.

  • For Domestic Orders 16 x 20”+: Priority Mail (2-3 days)

  • Canada: FedEx shipping with orders arriving within one week, however, it varies!

  • Beyond Canada: Shipping costs are quoted to you during the custom order process and arrive within the quoted time frame or typically within a week or two via FedEx.
    
    

• It’s 2023, how does COVID still impact orders or delays?
  
  The landscape of COVID has impacted e-commerce by causing a mass influx of businesses and brands to rely on internet sales for their businesses, especially during the holidays. Since 2020, this has created a higher volume of online purchases for businesses, shipments being processed, and most notably, a strain on supply availability and deliveries. We use candles, hand-dyed paper, mat boards, specific rope, a variety of shipping containers, labels, envelopes, and more to get your orders out. If supplies are unavailable or delayed coming to us, we will be slow to process orders. We remain patient with our suppliers because we will not compromise on the quality of delivering a beautiful print.

• How will my order be packaged and protected, and what can I expect when it arrives?
  
  Statement Prints 11 x 14” and below will be signed and taped between two pieces of rigid foam core reinforcements to keep your piece from bending, then wrapped in decorative paper and wax seals. You can also expect each print (with the exception of Print Sets) to be covered with acid-free interleaving paper to protect your print from damage.
  
  Statement Prints larger than 11 x 14” will be signed and rolled within acid-free interleaving paper, rolled in decorative paper, and placed within a shipping tube with paper or foam fill to keep the roll from jostling. International orders may include additional fill.
  
  Special Edition/Limited Prints are signed and packed in the same manner as Statement Prints, however, they are boxed and sealed within the box with a certificate of authenticity enclosed.

The 5 x 5 WOVEN Square Print Set, and 5 x 7” Mark Yourself Safe Print Set are bound together with gold rope, placed in a velum envelope, wrapped with decorative paper, then wax sealed. Print sets are either shipped in a small box with paper fill or an envelope wedged between rigid core, depending on available shipping materials.

• Some orders may be shipped in two separate packages in occurrences where the collector orders both a Print Set and an image over 11 x 14” in the same order. In that case, you will receive two order confirmations with two separate tracking numbers typically back-to-back within minutes.
  
  Other contingencies:

  • You may receive your Print sets ahead of your Statement Print if we have the sets in stock on the day we do our batch order shipping, however, we most commonly ship both pieces on the same day.

  • We try to keep Print Sets in stock, however you may receive your Statement Print first, if Print Sets are out of stock on our batch shipping day. Print Sets have a longer production cycle with our printer and also take longer to sort and package. Please allow up to 1 week for the additional shipping notification.

We will do our best to communicate with you quickly on any of the above circumstances however please do not hesitate to contact us using the form below, to confirm.

Printing Process
& Print Attributes

A Note on Bordering

As you’re thinking about how to frame your prints, you may want to choose bordered (image printed with a white border) or full bleed (image printed edge-to-edge on the paper). Choosing to border your print means the image on the paper will be smaller, not the paper itself. The final crop will never cut off significant details within the image.

Paper vs. Visual: 

• Again, the size of the print you select in the drop-down in the shop is the paper size. The image printed on the paper is the paper size minus the border size. See border width below:

Border width (in inches) for each image size:

• 8 x 10” — 1” border

• 11 x 14” — 1” border

• 16 x 20” — 1.5” border

• 18 x 24” — 1.75” border

• 20 x 30” — 1.75” border

• 24 x 36” — 2.5” border

Calculating the true image size:

• Deduct the border width from the paper size, to get the true visual size. For example, 24 x 36” bordered print will yield a 21.5” x 33.5” image. You will still receive a 24 x 36” sized paper, however the visual on the paper will be 21.5” x 33.5”.

• Can you tell me about the product and its materials?
  
  I am proud to work with a print company that upholds environmentally responsible processes and socially responsible materials. All papers are Forest Stewardship Council (FSC)-Certified and acid-free.
  
  The smaller Print Sets are press-printed (like stamping) on textured, quality paper.
  
  The Statement Prints are giclée-printed (superior inkjet) images delivered on a smooth, 60 pt, heavy, neutral-white, archival matte paper fit to hold dense ink jobs, and maintain your images for a lifetime.

• What is giclée printing and how does it differ from standard printing processes?
  
  ”Giclée printing is a process that uses fade-resistant, archival inks to print on large format printers. Giclée printing is often used by artists to make reproductions of their original two-dimensional artwork, photographs or computer-generated art while preserving the original."
  
  My work is printed with up to 10 different inks to depict true-to-color richness. The process also delivers a deeper unobstructed color profile with an even ink lay so the finish is not splotchy or uneven. The final product features impeccable detail not found in basic inkjet, digital or laser prints.
  
  
  

• I think something is wrong with the quality of my print. Is it pixelated or blurry"?
  
  Did you get your print and feel it’s a bit fuzzy? I know it's difficult to discern what you’ll receive when you're looking at the image on a 6-inch screen before your purchase, especially since our phone screens are designed to make everything look crisp. But first, look at the image you purchased on a larger screen and zoom to observe the details.
  
  But let’s chat about it so you can understand what you’re looking at.
  
  Grain: Without giving you a bunch of wild detail about camera specs, some of my images from the Southern Woman in White Dogwoods, Bloom and Mark Yourself Safe were shot in lower light. As I ask my camera to compensate for lower light by increasing the film speed (or the camera’s sensitivity to light), the compensation creates a grain over the image similar to what you’ll find in film photos. Grain not inherently bad, good, or always intentional, but since I do like shadow and texture in my work, a bit of grain is to be expected in some of my work and will show up in the print.
  
  Focus: The focus/sharpness of an image is not always centered on the center of the image. Example images for this effect can be found in the Southern Woman in White Dogwoods, Bloom and the Fleur series. So if you’re thinking your image is a bit blurry, find the sharpest part of the photo and “zoom out”. That sharp area is the actual focal point of that image. Be sure to also take a look at images on a larger screen to compare sharpness. If you feel that your image is dull or not sharp at all, reach out to me and we will troubleshoot right away.

  
  Pixelation: Just to help us clarify what pixelation is. Think of a ball of pizza dough. You can only stretch that dough so far before it thins out and starts to create holes in the dough. In photography, the “dough ball” is the image file used to print, and the "holes" are the areas where there's not enough "dough" to make a full image. My job is to make sure I send “big dough balls” to the printer so that I can get "pizzas" as big and as detailed as I want. If I don't, the holes (or pixelation) would show up as square blocks like in the photo below. If you observe this or a reminiscent effect, please reach out to me immediately for a replacement.

Care & Display Tips

• I may need help caring for my Statement Giclée Print. Any tips?
  
  It's recommended that you handle your Statement Prints with lintless gloves or handling along the outer edges of the print (with clean, dry hands) to prevent the unwanted transfer of fibers, residue and natural oils from your fingertips as you could smudge, stain, or damage the print. My work tends to feature lots of negative space, heavy shadows and dense blacks so smudges, scrapes or nicks may be more evident.
  
  DO NOT place your print in the path of harsh, direct sunlight for prolonged periods of time as it will–especially without proper framing–suffer from sun bleaching or fading over time. Overexposure to sunlight can have lasting effects on all sorts of paper materials not just my work. It is highly recommended that you frame your Statement Print professionally/with UV glass if placed in high sun areas to ensure the longevity of the print.
  
  A clean, satin eyeglass cloth, used gently, will remove most smudges; if doing professional framing, let your framer know not to touch the prints as their fingertips can leave behind unwanted residue on your piece.
  
  

• Do the same care instructions apply to the Print Sets?
  
  As the Print Sets are press/transfer printed, they do not need to adhere to the same guidelines as a Statement Print. So you can handle them more freely, but just be mindful. However, it is advised that you keep them away from harsh, direct sunlight to prevent sun bleaching or fading over time.
  
  
  

• What is the best way to frame or mount my prints?
  
  There are a myriad of ways to frame, hang or use your prints. Do a quick Pinterest search for art hanging ideas. We’ve tried everything from magnet bar frames to floating wall mounts—the possibilities are endless. The shop offers standard print sizes that would be easy to find in most stores up to a 20 x 30”.
  
  You can purchase select framed pieces through my current partnership with Lulu & Georgia or work with our friends over at Framebridge! At Framebridge, we can facilitate the framing process!
  
  However, forever and always we recommend going to the pros so they can help ensure your pieces last forever! Remember to let your framer know not to touch the prints as their fingers can leave behind natural oils.

  
  

hiaj Eats Recipe Cards

• Will the recipe cards come back into print?
  
  No, friend, I’m sorry. But you can download the cards here.
  You can also purchase the overstock extras while supplies last, here.

  
  

• What if I have dietary preferences? Are there accommodations?
  
  Most recipes can be amended so that you can replace proteins with alternative options seamlessly. For example, I have made the Cabbage Stew with plant-based chorizo instead of bacon and it was a delicious replacement!
  
  You can replace honey with agave; All mentions of chicken or beef stock can easily be replaced with veggie stock. The Lover's Pasta is a cream-based sauce, but with a plant-based alternative like cashew sauce, could absolutely work! A few recipes make mention of hard cheeses like Pecorino, Asiago, or Parmesan as a topping or incorporated into the recipe. You can substitute for your alternative choice, or forego it altogether! There's lots of flexibility here.
  
  Dietary Restriction/Preference Breakdown
  (Parenthesis indicates ingredients within the dish that may trigger dietary restrictions or preferences. You may substitute any of the emboldened ingredients or forego the ingredient altogether).
  
  Bread Dip (dairy optional)
  Bootleg Pozole Verde (chicken)
  Stewed Cabbage (pork)
  Berbere Chickpeas (pork; dairy optional)
  Sorta Sweet “Chimmi” (honey optional)
  A Quick & Delicious Andouille Sausage Soup (pork or chicken; dairy optional)
  Butter Beans with Smoked Turkey (turkey)
  Tortellini in Smoked Butter Bean Broth (dairy; turkey, gluten optional)
  Beef Stew to Wash Away Your Troubles (beef; dairy optional)
  Parm’ Toast with Butter Beans (dairy, fish, egg optional)
  My Favorite Salad (dairy optional)
  Marinated Onions
  Not Quite Confit Tomatoes
  Not Quite Confit Tomato Pasta (gluten optional)
  Lover’s Pasta (pork, dairy and gluten optional)
  Like, the Best Roasted Veggie Sando (dairy and gluten optional)

Troubleshooting

We apologize in advance for any concerns that led you here and look forward to troubleshooting with care.

Please note:

First, ALL SALES ARE FINAL and we only issue refunds in highly specific scenarios. Only under serious circumstances or if you receive the wrong print or damaged goods will replacements be considered. Refunds are considered if hiaj.co (not a shipping company) is at fault and if the items lost are irreplaceable such as limited edition prints, or limited-run items that are not offered ongoing on hiaj.co.

Second, please recognize that you are purchasing art not common goods, therefore we cannot operate like corporations that have the captial to back forgiving return or refund policies. We absolutely understand that mistakes happen—we certainly make them. However loss and replacement have more significant impacts to an artist and small business than Target or Amazon. Therefore our polices are rarely flexible.

Third, this website and its communications emphasize in product descriptions, confirmation emails and shipping notifications the need to address this FAQ page for product details, additional information and indicators of scenarios you may face. While we do not expect you to read this entire page, not reading relevant information for your order means that you have missed opportunities to understand how orders are processed, troubleshooting, and ways to avvoid order complications.

AGAIN, this FAQ page is comprehensive due to years of small business experience. Our Terms of Use page emphasizes that the policies highlighted in this page are subject to change at any time and we do make those changes as new scenarios arise.

• I ordered the wrong pose, can you change it?
  
  Unless you realize you have made a mistake in time for printing (see order process for printing timelines) we will not accept changes to orders once submitted. Please make sure all information is correct before placing your order. This note is also mentioned in each product description.
  
  

• I’ve received an incorrect print (wrong size, post etc.), what do I do?
  
  Should you receive the incorrect print, please send photos of the piece(s) you received immediately to iam@hiaj.co and we’ll get it replaced right away!
  
  

• What do I do if a print arrives damaged?
  
  Necessary measures are taken to ensure each print is protected, quality checked, and secure and will not incur any damages during production, processing, packaging, or shipment both to me for inspection and you as a collector.
  
  Should you receive a damaged piece, you will be required to send photos of your damages and the order number immediately to iam@hiaj.co detailing the damage.
  
  ** If it is proven that damages were incurred during the printing and packaging process from me, the printer, or any member of my team, your product will be replaced immediately, and we will assume the cost of shipping!
  
  ** If it is proven that the damage is the result of unfortunate mishaps beyond my control, such as “acts of God,” negligent shipping companies, or delivery drivers, we are deeply apologetic that we cannot replace your order. To do so would also mean a loss in the overall value of the art and the transaction. In cases of loss or damage, we offer free, same-quality overstock prints at the value of your original order (if we have them on hand) or a discount and free shipping codes to mitigate the loss.
  
  

  • For Domestic (U.S.) Orders - In some cases, we will require you to return the print in order to receive your reprint and the hiaj.co team will facilitate that for you. That is determined on a case-by-case basis.
    

  • For Canadian and other International Orders - Our domestic return/reprint process sometimes requires that the collector send the print (or goods) back to us in order to receive a reprint at no cost to the purchaser. For international orders, this would mean considerable costs as we would have to assume the cost of a reprint, covering shipping from your country back to the U.S. and the materials and shipping costs of the piece back to you.
    
    In this case, we will either offer a 50% refund if the item is not significantly compromised in ways that would be noticeable in framing. Or a full refund for a completely destroyed item (destruction occurring only in transit with severely compromised packaging). Or, you can rip up the print (sending proof to us) and cover the costs of shipping of a new piece back to you. I know ripping up art sounds surprising, but it cannot be stressed enough just how much experience has informed all processes highlighted on this page, and the uncommon and unexpected complexities that human behavior has presented over the years…

• What can you do about packages shipped to incorrect addresses?
  
  First, it is your responsibility to ensure the correct address is in the fields at the time of purchase. (See Address Scenarios section below).
  
  If you catch an incorrect address shortly after your purchase, email us for an address change. Or, try submitting a mail forwarding request through the USPS mail forwarding form online. They may catch it in time.
  
  Please note: An email to troubleshoot an address change does not guarantee that we will receive and process your request in time to capture your changes.
  
  The confirmation email emphasizes this and offers a contingency for you to catch it early on. The email confirmation also emphasizes the need to visit this FAQ page to double-check your address. hiaj.co is not liable for any damages or loss sustained due to the customer inputting the wrong address at checkout or packages delivered to the incorrect address you entered under any circumstance—including miscommunications in payment software and order systems or transposed information in payment interfaces—such as ApplePay or SHOP entering your billing address as the mailing address should they differ. We will not make efforts to replace prints or other goods for these reasons. This would mean accepting a loss in your print investment.
  
  USPS will tell us if we are shipping to an incomplete or “unmatched” address during label creation. Sometimes their deductions are correct, sometimes they are not. As a courtesy, if our shipping software determines that your address is only partially verified, or doesn’t create a correct address match, we will reach out to you to verify your address to either satisfy or bypass USPS shipping “errors.” In high-volume periods such as the Annual Sale, or if the store is experiencing high demand due to special item drops (or other scenarios), or if we do not have the availability to verify due to other business priorities, we will not perform this extra verification and your item will be sent to the shipping address identified on your purchase confirmation.
  

ADDRESS SCENARIOS:

* * AGAIN, if you catch an incorrect address shortly after your purchase, email us for an address change. Or, try submitting a mail forwarding request through the USPS mail forwarding form online. They may catch it in time. AGAIN: An email to troubleshoot an address change does not guarantee that we will receive and process your request in time to capture your changes.

* * If you catch the wrong address after you’ve gotten a shipping notification, you can email us if it is still in “pre-shipment” or “label-created” status for a change. You can also try submitting a mail forwarding request through the USPS mail forwarding form online. They may catch it in time.

* * If you catch the wrong address after your item has been en route or delivered, we are not held responsible for loss and will make no effort to replace your piece. Regretfully, you will have to accept that as a loss.

*** If WE input ship to the incorrect address during shipping, we will work together to replace your goods if they are deemed lost. If the item is irreplaceable, such as limited edition prints or limited-run items that are not offered ongoing on hiaj.co, we will issue a refund.

• How can you personally assist with lost or delayed orders? 
  
  If you have not received a shipping notification from me according to my identified timelines, please reach out to me at iam@hiaj.co.
  
  In the event of a lost or delayed package post shipment, together, I will work closely with you and the carrier to resolve any conflicts within my power to resolve. We will also work closely together to resolve any and all complications should they arise, and assure that outcomes, above all things, are reasonable with consideration to all that is written here in this FAQ page. If you are concerned that your package may be lost, please email us directly to begin troubleshooting.
  
  We have access to only a few more data points than what is communicated to you during the USPS and FedEx tracking interface. In the event of a lost or delayed package, we will communicate those details promptly.
  
  ** If it is proven that the lost package is the result of unfortunate mishaps beyond my control, such as “acts of God,” negligent shipping companies, or delivery drivers, or simply lost with no discernable information, we are deeply apologetic that we cannot replace your order. To do so would also mean a loss in the overall value of the art and the transaction.
  
  In cases of loss, we offer free, same-quality overstock prints at the value of your original order (if we have them on hand) or a discount and free shipping codes to mitigate the loss.
  
  

• My item is stuck in the pre-shipment or “label created” phase, what’s up with that? (Now uncommon, but not impossible):
  

The package may be awaiting USPS pickup which may take a day or two depending on weekends and holidays. In some instances, packages remain in “pre-shipment” for the term of the package’s journey to you. This means the item may arrive at your door while tracking on the USPS interface is still pending.

We have spoken to USPS staff personally and have been told that in the interest of moving packages along faster, some facilities forego scanning. This is not always the case but we see an uptick in this during the holiday season. Please reach out if you experience extensive shipping delays with no update past the “pre-shipment phase.”

Have any other issues you'd like to talk about? Start by sending a detailed email and leave your phone number if you'd like a call.

If you'd like to order your prints in such a way that the site cannot capture, contact directly using the form below.