How to Use the Online Support System

Question

Accepted Answer

I've ordered prints for home delivery and need to use the online support system

Once your order is printed and shipped, you will receive a link to our support system in your order confirmation towards the bottom of the email.

Once you click on this link, you will be directed to our Online Support System with more information about your order.

Follow the prompt that best fits your question regarding your order, “Where is my order?” for example if you have yet to receive your shipment. You will follow a series of questions to confirm your address, confirm your reimbursement request, etc.

Where is my order? Click here if your photo order has not yet arrived or has passed the expected delivery window and you wish to be reimbursed via refund or reshipment.
How long will it take to receive my order? Follow this prompt to learn more about the shipping method chosen and the estimated delivery time.
UPS indicated that I would receive my order by a specific date and it didn’t arrive. Click here for USPS MI orders to confirm your address once the estimated delivery window of 9-15 business days has passed.
I am unable to track my order. Click here to follow this prompt if you are having problems tracking your order. Please note that it can take up to 48 for UPS to update the tracking number once your order has shipped.
The print(s) I received is/were unacceptable/damaged/poorly cropped. Follow this prompt if you’ve received your order and received prints that were damaged via mail, or there is a problem with the crop of your prints.
Can I change my delivery method from shipping to in-store pickup? Click here if your prints have not yet been shipped to cancel the order for in-store pickup. Or email us at rose+shipping@pictarine.com.
Is it possible to expedite my order to get it more quickly? Follow this prompt to learn more about the shipping method selected.
Can I modify the order that I submitted (change print size/crop/selected photo)? If you have a question about the modification of your order.
I only received part of my order (prints or poster missing). Please note that posters and prints are shipped separately at this time and may experience delays between shipments. Click here if it is past the estimated delivery window for your shipping method chosen.