Store Policies & Frequently Asked Questions
RETURNS AND EXCHANGES
I received my item(s), may I exchange it/them for something different?We cannot offer exchanges, unless the wrong item was shipped to you. If this does happen please let us know and we will send you a prepaid return label. I am so excited for the day when we can offer returns & exchanges!
Can I return my item if I don't like it?At this time, we do not offer returns- even on apparel. DO NOT ship your item back to us as we won't be able to refund you (unless it was damaged in shipping and you contact us immediately) as items are often made specifically for you and a lot of time, money, and resources go into getting your order to you. We are simply not amazon.com (and don’t want to be ;)
My item arrived damaged- will you ship me a new one?In order to provide you with a new print, you must ship the old one back to me. You will pay shipping for the damaged item to be returned. Rachel Pohl Art is not responsible for lost or stolen items, but if the item as been damaged DURING SHIPPING we will almost certainly be able to send you a new one.
SHIPPING AND DELIVERY
When will my order ship?
Many orders ship the same day you order (when placed before about 12:00 pm mst M-F) though delays are normal when we’re experiencing a high volume of orders, such as around a shop update.
Expect an additional day for your order to ship during shop updates and the holidays, due to a high volume of orders.
Large format prints are occasionally not in stock (18x24"+). Such prints can take an additional week or two to ship. We will contact you if there will be a delay for any reason, and please don’t hesitate to reach out at firstname.lastname@example.org for order questions.
I made an error when typing my address!! Can you correct it?
Thank you for noticing!! If you see any discrepancies with your order, let us know right away. Orders can ship in as little as 15 minutes so it is always nice if you can be sure your address and your order is perfect the first time ;)
If you see your indicates your package hasn't moved for a while, give it some time. Shipping can sometimes be slower than we like, especially for packages headed to Alaska, Hawaii, Puerto Rico, Canada, and International locations. If there is no movement after a week or so, reach out to us so we can take a look from our end. It's helpful if you include the Order Number when you email us.
Lost in Transit
If your package is lost before it is delivered, please contact us so we can file a claim. We'll follow up with next steps at that time.
Lost or Stolen Packages
Stolen packages are a national epidemic. In 2022 one out of every 100 package deliveries was stolen.
Sadly, we are not responsible for your package if it gets delivered but goes missing or is stolen. To ensure your package makes its way to you please consider implementing one of the following strategies, even if just for the short-term:
- A Porch Lock Box is a simple solution that will protect your package deliveries for the long term.
- Have packages delivered to your workplace
- Rent a PO Box at UPS, USPS, or any of the companies that offer them. Most can be rented for a short term, either month-to-month or in 3-month increments.
- We also suggest checking your credit card companies' coverage for stolen packages and using the best card when purchasing.
If you think your package has been stolen, it's best check with your neighbors first. You can also leave a note for your mail carrier. She or he will be able to tell you where they left it. And give it some time. We've found that many packages show up after a few weeks.
I ordered stickers - will you provide me with a tracking number?
Stickers do not come with a tracking number. We apologize for any inconvenience this may cause. All other orders include a tracking number, including international orders.
I am in town/ live in Bozeman- can I come pick up my order in person?
No, all orders must be shipped because our shipping warehouse is not in Bozeman. If you are approaching a gift deadline, visit Altitude Gallery in downtown Bozeman ( info on the gallery: altitudegallerybozeman.com) for PRINTS only.
I need my item(s) ASAP- can they be rushed?
We do not offer rush shipping, but we ship USPS priority or First Class (depending upon weight) so your order should arrive in one to two days once shipped.
In most cases or contiguous US orders, your package should arrive in 4-7 business days. Some large format prints, orders with incomplete addresses, or out of stock items will be delayed until the issue is resolved or we can make the print you ordered :)
How will you ship my print?
Small to medium format prints (6x8" up to 12x18") will come packaged in a crystal clear bag with 100% recycled cardboard backing. We use plant based bags in as many sizes as possible. Prints are carefully encased in thick rigid cardboard then sealed in a 100% recycled padded paper mailer.
Larger format prints (18x24'+) come rolled in a cardboard tube. If you order a hat and print for example, your order will ship in a box. Stickers are shipped in a flat mailer. In the instance that your item is damaged during shipping, let us know.
I didn't receive all of my items, when will the other(s) arrive?
Some items will occasionally ship separately, and occasionally our team forgets to add something!! Let us know via email@example.com if you have any trouble with your items.
My order was not fulfilled, but my card was charged- can you fix this?
In the off chance that occurs, send us an email and we confirm that the order has indeed not gone through on our end. In this instance, please contact your credit card company to resolve the charge. I recommend using PayPal as it is much more reliable and efficient form of payment. Our team is working on a solution for this occasional occurrence.
Do you ship internationally?Yes! I ship to just about the whole world. Additional charges, such as import fees, may be required to pick up your package from your local post office.
I have a Canadian shipping option, and an International option. If you live anywhere outside of the US or Canada, you will have to select that option at checkout.
Once your order has shipped and a tracking number has been provided, it is your responsibility to pay import taxes and fees. These are specific to the country you live in. Please pay attention to the tracking of your package as in some cases the post office may hold your package until fees are paid. Please review these by google searching the import laws for the country in which you reside.
Because of COVID International orders are taking a very long time to arrive to most countries. We are sorry for any inconvenience but truly it’s out of our hands right now.
IS YOUR BUSINESS ECO-FRIENDLY?We donate 1% of sales to our nonprofit partners, Rachel Pohl Art is a member of 1% for the planet.
We are also a carbon neutral business. We also use recycled paper mailers, utilize 100% recycled eco bags for our shirts, masks, etc, recycled cardboard backing for our prints, recyclable materials for packaging, and utilize plant-based clear bag packaging for prints in all sizes possible.
Some of the larger print size bags are made of plastic because they aren’t available for us to purchase. We also do not ship invoices to cut down on paper waste that would be thrown away. We use brown paper instead of plastic or styrofoam for padding. Whenever something arrives to you encased in bubblewrap, it has been upcycled.
PRINTS AND PRODUCTS
What does Gicleé mean?Gicleé refers to the printing process that utilizes archival inks. It refers to the technology of an inkjet printer that creates reproduction of artwork or photography using a high-quality printer to make individual copies. Your print should last 100 years without fading!
When will _____*item*______ be back in stock?Prints that are out of stock can be back within 1-10 days. Hats take months to produce, and we are experiencing manufacturing delays due to Covid. Face mask and Civil Masks take up to 8-weeks to produce, and some styles will be discontinued. Please email us if a particular print or other product you'd like is out of stock!
How do I buy an original?If you are interested in buying an original, please read the description to see if it is available through Rachel Pohl Art or through Altitude Gallery Bozeman. If it’s available here, you can simply purchase it like anything else. Contact or visit the gallery for a list of available pieces, or online at altitudegallerybozeman.com. Watercolor originals are all in stock unless otherwise noted. I am only able to take on a handful of commissions each year but I hope we can work on your special project together!
Will you sign my print?I am no longer able to sign prints as it is not a good use of my time :) Thank you for understanding!! Limited edition prints ARE signed and numbered.
Can I add something to my order?Once your order is placed, we cannot make changes to it since we can’t charge you for the additional item(s). We can cancel your order and you place it again, but we cannot guarantee that your original items will be in stock. The best thing is to place another order if possible. We CAN ship your two orders separately and refund some of the shipping.
My yoga mat is dirty- what do I do??You can actually wash your yoga mat in your shower, with a hose in the yard, or a FRONT LOAD washing machine (not the top load kind with the thing in the middle) on cold, gentle cycle, lay somewhere flat, clean, and out of direct sunlight to dry (I like to lay mine on towels on the floor then flip over with fresh towels- don’t leave it for more than a half day). If using your hose outside, be sure to use biodegradable soap :)
What changes should I expect because of COVID?Orders typically ship from our warehouse within 18 hours (when placed before 2pm mst M-F). Occasionally we experience inventory discrepancies but we will contact you if so. Orders WILL be delayed around the holidays.
US orders should arrive within 3 business days, 4+ for HI and AK, once shipped.
International shipping is definitely still slower than it was pre-Covid so expect delays!
PERSONAL & CAREER
I emailed you- why have I not heard back yet?Our wonderful customer service team will do their best to get back to you in a timely manner, but on occasion your email may have ended up in the wrong folder/spam folder we might be super busy. Due to a high volume of orders and the fact that Rachel has far too many job titles at rachelpohlart.com, she will rarely be the one replying. Please double check to see if your question can be answered in this list of FAQs. If you haven't heard back from us within a few days, do follow up.
Will you help me on my journey to become a professional artist?I wish with my whole heart that I could personally respond to all of your individual questions about how I became an artist! However I simply don't have the bandwidth to do so. I am constantly posting on Instagram about such things and I am able to reach a lot of people that way. I am trying to create some classes (launch date TBD) about painting and business but I really don’t know when that will be. Until then, please follow along on my Instagram where I do share a lot of heartfelt thoughts and tales about my journey.
Can you tell me a bit more about your path as an artist?My bio has more information about who I am and what I believe in! Under the media section there are also articles and interviews with the answers to questions about my career! The short version is that I am from Montana, went to school here, and spend my time in the mountains and pushing myself as an artist. My intention in the coming decades is to focus more on environmental and conservation based projects that inspire real change. Thank you for your interest in me and my work!
Are you interested in being an ambassador for our brand?At this time I am not taking on any new partnerships that do not fit my personal brand perfectly. Thank you so much for understanding and I do appreciate your interest in collaborating very much.
Can I speak with you in person about art?I cannot come meet you in person but I am in the process of developing some classes. More soon!