Short answers to general questions
What is the Marketplace exchange and refund policy?
Products in the Format Prints Marketplace are created and custom printed when ordered. We do not offer exchanges as every product is custom printed. We can offer refunds if there are product mistakes. Please reach out to our customer support and if you are submitting a request, please be sure to include photo evidence of your product in your order. We will do our best to accommodate your request.
What is the Marketplace best for selling?
Images that sell well are landscapes, nature, animals, architecture and people.
We do not recommend using the Format Prints Marketplace for selling event, wedding, sports or other types of photography where there are many images of a similar nature, it can be very time-consuming to add new Listings.
If you are wanting to offer prints or digital downloads for event style photography we would recommend that you consider using our new Zenfolio product which has Shoppable Client Galleries. Please see https://zenfolio.com/features/selling/
How long does it take to ship an order?
The transit time for each order depends on the product selected and client destination. Shipping takes 5-12 business days (typically around 7 business days) for US orders. (Please note that the production time is not included in the shipping time estimate).
There are also other factors beyond our control that may extend the delivery window, including but not limited to:
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Packages being handled by multiple carriers, when handed off to local carriers.
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Local customs department processing time (for international orders). In as much, we can't guarantee an exact delivery date for international orders.
How long does it take for an order to be produced?
It can take up to four business days to produce orders before they are shipped. The first day of production is the first business day after the order was placed.
Where can I find the tracking information for an order?
Once your order has been fulfilled you will receive a notification with shipping information and a link to track your order. Please allow up to 72 hours to receive a tracking link after your order is shipped. You will not receive a tracking link while your order is in pre-production or production.
My order was lost or damaged in transit
Lost Packages:
If the tracking information for an order says the package was delivered, Format Prints Marketplace is unable to issue a free reprint or refund.
However, if an order is lost in transit and the shipping address you entered is correct, Format Prints Marketplace will reprint and reship a new order at no charge.
Damaged orders:
If there is a manufacturing mistake during printing or an item is damaged during shipping, we ask that you provide us a photo of the damaged product in question, a description of the issue, and the order number. You can send this information to our support team. Once we receive that information from you, we will issue a reprint and ship a new product at no additional cost. Please note that all complaints regarding product quality need to be reported within one month from purchase in order to be eligible for a reprint.
Reach us at our live chat or via our email info@format.com if you have any more questions. We’re happy to help!