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QUESTIONS REGARDING ORDERS, SHIPPING & MERCHANDISE
HOW LONG WILL IT TAKE FOR MY ONLINE PAYMENT (OR REFUND) TO BE PROCESSED?
Payment with a credit/debit card or PayPal is processed immediately during checkout.
Once you are notified of a refund processed by our team, it can take up to ten (10) days for the refund to be reflected by your financial institution. The amount of time varies for each financial institution.
HOW LONG DOES IT TAKE FOR AN ORDER TO BE FULFILLED?
Orders placed on the GalleryMichaelAndrewLaw.com are processed in the approximate order they are received, with the exception of pre-orders. You will receive an email notifying you when your order has been received, and another with a tracking number when your order is preparing to ship.
In-stock orders (regular orders) are fulfilled within 14-21 business days from the date the order is placed, unless stated otherwise on the product page.
Pre-orders are fulfilled within 14-21 business days from the launch date on the product page. Any changes to the launch date will be communicated to you via an email update.
Orders containing both in-stock and pre-order items will ship with the pre-order fulfillment schedule.
Original art order are fulfilled once payment has been confirmed.
MY ORDER HAS SHIPPED. HOW LONG WILL DELIVERY TAKE?
Domestic orders are shipped via FedEx, DHL or UPS, with a typical delivery time of 14 business days.
International orders are shipped via FedEx International, which can typically take two to four weeks. Actual delivery time depends upon the speed of the carrier and customs services in your country.
WILL I GET A TRACKING NUMBERFOR MY PACKAGE?
You will receive an email with a FedEx tracking number when we are preparing your package for shipment.
THE TRACKING LINK SAYS MY PACKAGE HAS BEEN DELIVERED BUT I CAN’T FIND IT. WHAT NOW?
Unfortunately, we only have access to the same information about your package that you do via the tracking number.
Please try FedEx customer service. They are your best source for information about your package. Your carrier may have left your package with a neighbor or may be attempting to deliver it again.
If you have contacted your postal services and they are unable to help you locate your package, contact us.
WHAT IF MY ORDER ISN’T DELIVERED?
Undeliverable packages are usually returned to our studio; this isn’t a priority for the carrier, therefore the process can take a few weeks.
We ship orders to the shipping address provided on the order. If the address you provided is incorrect or undeliverable, and we re-ship the package, we will charge you for re-shipment.
Please ensure that the shipping address provided at the time the order was placed is complete, correct, and deliverable.
DO YOU SHIP INTERNATIONALLY?
Yes, we do ship internationally to select countries with FedEx International Economy. Delivery typically takes 2 to 4 weeks once shipped. It may take additional time depending on the speed of the carrier and customs services in your country. International shipments may incur additional fees (customs, duties, sales taxes, etc), which are the responsibility of the recipient. Note that some countries charge sales taxes on shipping fees.
We currently ship internationally to a small selection of countries. More countries coming soon.
UK BREXIT AND VAT
Due to changes to VAT taxation related to BREXIT, we are now charging VAT UK on all orders. Note that BREXIT and VAT regulations are complex and their application will differ from retailer to retailer. Some products are exempt from VAT UK.
WHY DO I GET CHARGED MORE WHEN SHIPPING INTERNATIONALLY? (CUSTOMS, DUTIES, ABANDONMENT FEE)
International customers are responsible to pay duties on their shipments in a separate payment directly to the carrier, either prior to final delivery or through an invoice received after delivery. If the collector decides not to accept the shipment and abandon it with customs officials or refuse to pay for their duties or fees when invoiced, then it may result in charges assessed to Gallery Michael Andrew Law. We reserve the right to deduct any of these fees, incurred by duty or product abandonment, from any refund due to the collector.
WHAT IF I OPEN A CLAIM OR DISPUTE WITH MY FINANCIAL INSTITUTION? (FEE DISPUTES)
Credit card companies, including PayPal, submitting a dispute or chargeback, to Gallery Michael Andrew Law for any order totals, cancellation fees, or back charged customs duties will be given a copy of the terms of service, the return policy, relevant FAQ sections and other information as deemed appropriate, as well as documentation of our checkout process illustrating your acceptance of the terms of service by the client being required to select a checkbox before accessing the checkout area. The information that will be provided illustrates a contract that you created with Gallery Michael Andrew Law prior to entering checkout and generally results in a dismissal of the dispute. Please keep in mind that any accounts with pending chargebacks will be temporarily disabled, to avoid further billing and shipping issues, while all concerns are resolved. Multiple chargebacks may result in account closure.
Contacting our customer service team is the fastest way to resolve any issues to your order. Note that as per the documentation provided by financial institutions, it may take them up to 120 days to evaluate a claim or chargeback request prior to providing a resolution. Your funds are on hold with the financial institution during this time. On the other hand, we can resolve claims in a matter of a few business days once evaluated by one of our customer service representatives.
WHY IS MY ORDER ON HOLD?
Your order may be on hold for a variety of reasons such as, but not limited to:
incomplete or incorrect shipping address
a product needing a signature
a delay in shipment from our supplier
suspected fraudulent use of your credit card or PayPal account
an unresolved claim or chargeback request filed with the customer's financial institution
the customer placing numerous orders in a short period of time (accidental duplicates or bots)
an alternate method of payment is required
If we can resolve the issue on our own within a business day, you will not be contacted. If the situation impacts numerous customers, we will reach out via email using a form letter. If the issue is specific to your order, our customer service team will contact you directly via email.
MY ORDER WAS CANCELED. HOW COME?
We reserve the right to cancel orders if:
we do not receive payment (this is an automated process)
the order is suspected to be fraudulent and we were unable to obtain verification from the customer
the customer placing the order has previous fraudulent transactions
the product purchase is no longer available
Canceled orders are refunded to the method of payment provided during the checkout.
HOW DO YOU VERIFY MY IDENTITY IF THE TRANSACTION HAS BEEN FLAGGED FOR POTENTIAL FRAUD?
We take credit card fraud and other fraudulent activities very seriously. In order to protect our customers, orders suspected of fraud are put on hold and investigated. An email message is sent to the email address on the order requesting proof of identity of the buyer. This is similar to showing your ID when paying with a credit card in a store. The email message contains instructions to complete verification of your identity and the timeline to complete the request before we permanently cancel the order.
WHY WAS I ASK FOR AN ALTERNATE METHOD OF PAYMENT?
Depending on the circumstances, we may contact a customer requesting to provide an alternate method of payment for a specific order. The reasons to do so may include, and are not limited to:
the provided method of payment on the order failed.
the total value of the order is above a certain threshold and an offline method of guaranteed payment is required (cashier's cheque, wire transfer, etc).
the customer does not wish to complete a requested identity verification and opts to pay offline.
the customer's legal name is not present on the credit card or PayPal account.
CAN I USE A THIRD PARTY FORWARDING SERVICE TO SHIP OVERSEAS? (INTERNATIONAL)
When using a third party forwarding service overseas, we are not responsible for lost or damaged items. We are only responsible for shipping to the shipping address provided by the customer when placing the order. The customer is responsible for paying the shipping fee from their location to our warehouse in the event of a return.
HOW DO I USE A DISCOUNT CODE ON THE WEB STORE?
Instructions to apply a discount code during checkout are provided here. Discount codes will not be applied after an order has been placed.
I CAN'T FIND A PRODUCT ON YOUR SITE
It may have sold out. Check out the Warehouse Finds section for hard to find products we may still have a few copies in stock.
HOW ARE YOUR PRINTS SHIPPED?
We typically ship our 11”x17” and 13”x19” prints flat. Prints with dimensions larger than 13”x19” are rolled and shipped in a tube.
SIGNINGS, COMMISSIONS & ORIGINAL ART
ARE SIGNED ITEMS ACTUALLY SIGNED BY MICHAEL ANDREW LAW (CHEUK YUI)?
Yes. This store is owned by Gallery Michael Andrew Law. and all signed items are hand signed by the artist himself.
CAN I HAVE ITEMS PERSONALIZED/DEDICATED?
Though this Michael Andrew Law's store, he does not work out of this location. All signed items are pre-signed and cannot be personalized.
I WOULD LIKE TO GET A COMMISSIONED PIECE OF ARTWORK FROM MICHAEL ANDREW LAW. HOW WOULD I GO ABOUT DOING THAT?
Due to his very busy schedule, Michael is not accepting any commission work at this time. Fans seeking an original piece of artwork can inquire through our contact page.