This is the place to find the answers to questions I am asked most about shopping online. If you don't see the answer to your question here, please feel free to email me or even give me a call. I'll be happy to help out.
Ordering
How do I place an order?
Add the product(s) you wish to order in your shopping cart by clicking on the "Add to Cart" button located next to the product image. When you're ready to complete your order, click "Continue Checkout" from within your cart and follow the instructions. You may also complete your order by calling us at 859/314-4595.
What payment options do you accept?
We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept PayPal, checks and money orders.
Can I cancel my order?
To cancel an order that has not yet shipped, have your order number available and contact our Customer Support Team at 859/314-4595 or by emailing [email protected]. We are unable to process cancellations for items that have already shipped. Please visit our contact us page for alternate options. We are unable to add additional items to existing orders or substitute individual items. You will need to cancel your existing order and place a new one. Thanks for your patience!
When will my credit card be billed?
When we request an authorization for your purchase, your financial institution may place a hold on your account for the amount of that pre-authorization request. While your financial institution may place a hold on the pre-authorized amount, your account will only be charged for the actual transaction amount when the first item on the order is shipped. Any pending refunds will process when all items have shipped. Since policies vary between different financial institutions, we recommend that you contact your financial institution with any further questions about a pre-authorization.
Does the image on your site accurately represent what I will be sent?
We strive for a high degree of image accuracy. The artwork is photographed by a professional art photographer. However, in some cases, the visual representation may vary between computer monitors and/or prints may vary. If you are not satisfied with the product you receive, you may return it within 7 days for a refund.
How accurate are the item dimensions listed on your web pages?
Original art sizes are based on the size of the canvas, but due to industry standards sizes can vary slightly up to (1½"). If you are not satisfied with the product you receive, you may return it within 7 days for a refund.
Shipping & Delivery
What type of packaging do you use?
Since shipping is done through a carrier such as FedEx, UPS, or USPS, packaging will meet with the requirements of that company. In general, artwork will be double boxed in heavy cardboard with appropriate packing support materials between. The actual original painting will be covered in glassene to prevent marring of the surface.
When will my art arrive?
All original artwork will be shipped within 7 days of your order. Should there be a delay due to holidays or inclement weather which prevents a carrier's shipping on schedule, we will notify you immediately. Prints and framed art will be shipped according to our provider's shipping policy.
How do I track my order?
You can quickly check the status of a current order with your order number and email address. As soon as your art ships, we'll send you a confirmation email that includes a tracking number.
How much will shipping cost?
Shipping fees vary based on the quantity and type of art you've ordered. See our shipping rates chart to estimate your charges.
Is my package insured?
Jana Kappeler Studio 100% guarantees your satisfaction. We will give you a refund within 7 days of returning the item in its original condition and original packing materials. In the remote event that your package is lost or damaged upon arrival, please contact our our office as soon as possible at 859/314-4595 or by email at [email protected].
What happens if only a portion of my order is available for immediate shipment?
In order to offer you the lowest shipping rates, we combine similar items in one shipment subject to the processing times of all items in the shipment. If an unexpected delay should occur that prevents available items on your order from shipping when expected, you may specifically request that the available items be shipped separately. This will not affect your shipping charges, but you must indicate this preference on your order form.
Can I ship to a P.O. Box?
Yes, we can ship packages 11" x 14" and smaller to a P.O. box. Larger items must be shipped to a street address.
Returns
What is your return policy?
For Prints:
1). You have the unconditional right to return any PRINT item(s) purchased, with no explanation required, within a 7 (seven) day period following delivery of the purchased item(s).
2). Any refunds due will be paid within a 5 (five) day period following receipt of the returned item(s) in question and the amount refunded will include any taxes, shipping & handling and any other charges that have been debited. Any amount refunded will not include the charge for shipping the item back unless the item was received damaged or the image and description on this website did not accurately represent the item received.
3) In the event our printer has made a mistake in printing or the shipper has damaged the goods in transit, a replacement item will be shipped out at no cost to you. Our print fulfillment vendor in North Carolina must be informed as to the nature of the damage and so we require you provide digital photographs of the damaged print and packaging as received.
For Originals:
We are committed to quality products and your satisfaction is 100% guaranteed. If for any reason you are not completely satisfied with your purchase of an ORIGINAL artwork, you may return it within 7 (seven) days of receipt, in it's original condition, with no explanation required. Please call us at 859/314-4595 for a return authorization.
Any refunds due will be paid within a 5 (five) day period following receipt of the returned item(s) in question and the amount refunded will include any taxes, shipping & handling and any other charges that have been debited.
Any amount refunded will not include the charge for shipping the item back unless the item was received damaged or the image and description on this website did not accurately represent the item received. Please note you will be required to provide digital photographs of the damaged painting and packaging materials as received.
We invite you to return your order for a full refund of the product cost (minus shipping charges) by following these simple steps:
1) Call us for Return Instructions: 859/314-4595.
2) Please return the item in the original packaging and include the packing slip which came with your order.
3) We strongly encourage you to return the item via a trackable method.
4) Ship to: Jana Kappeler Studio, 1069 E. Headquarters Road, Carlisle, KY 40311-8967, 859/314-4595.