At JW Design Studio Gifts, we are dedicated to making your experience with us as smooth as possible. We compiled some of our Frequently Asked Questions to better assist you. If, after checking this list, you still have a question, please do not hesitate to get in contact with us and we will gladly respond as quickly as possible.
Please scroll down for answers to the following questions:
• How long until I receive my order?
• Do you offer rush processing?
• What are the shipping time frames for my order?
• Can I upgrade to express mail?
• What happens if my product is damaged, lost, or delayed in shipment?
APPROVAL PROCESS QUESTIONS:
• Does the item I ordered require an approval process?
• How does the approval process work?
TAXES AND VAT INFORMATION:
• I reside in the United States, Do you charge taxes or fees with orders?
• I reside outside of the United States, What do I need to know about import fees, taxes and customs information?
CANCEL, REFUND OR RETURNS:
• What is your Satisfaction Guarantee?
• What is your cancellation and refund policy?
• What is your return and exchange policy?
PAYMENT AND SECURITY:
• What forms of payment do you accept?
• Is your site secure?
MATERIAL OPTIONS, INFORMATION AND ADD-ONS
• I am shopping for a print, which material should I get and what is the difference (paper vs cotton)?
• Should I be concerned about color variations and/or color calibration for printed work?
• I would like to learn more about the leather, process and final result.
Because everything we craft is custom and made to order, each item that we process has different lead times at different times of the year. This is due to the length of time an item can take to design and craft, as well as if your ordering time has fallen during a busy season for us. Please keep in mind our goal is quality over quantity.
Our current processing time is about 1 to 1.5 weeks or less, not including shipping.
Some items do require an approval on your end, which can delay processing and shipment as we communicate back and forth. Note: not all items require approval. See Approval Process question for more information.
Yes! We offer an upgrade to 3 business days rush processing, plus shipping for an additional fee of $29.
Items that require an approval process will require your attention and will be put on hold until we hear back from you. Please keep in mind we are closed every Saturday and Sunday and all U.S. Holidays.
Within the United States: Most orders (anything over 1 lb) ship via USPS Priority Mail with the option to upgrade to express shipping. Smaller items, (anything under 1 lb) such as key chains and holiday ornaments ship 1st class postage with the option to upgrade to priority or express shipping.
All orders under 4 lbs ship 1st class postage rate with the option to upgrade to priority or express mail.
While the following chart is a guideline, it is not absolute. Once the package leaves the shop’s hands, we are not responsible for the length of time it takes to arrive in yours.
• Priority US Domestic 1-3 business days
• Express US Domestic 1-2 business days*
• 1st Class International 2-6 weeks average
• Priority International 6-10 business days
• Express International 3-5 business days*
*Express mail is a guaranteed service by the U.S. Post Office. If it does not arrive in the time they state, you are entitled to a refund of the postage rate. We can walk you through the process of receiving this refund.
Yes! Of course, please select the option when checking out. This seems to be most beneficial to our international buyers.
• Express USA Domestic 1-2 business days*
• Express International 3-5 business days
*Express USA: Typically ships overnight, but we have seen it take 2 days to remote locations and Hawaii/Alaska
Postal/ Shipping damages, losses or delays are not the responsibility of this shop. However, as part of our Satisfaction Guarantee, we are human and understand things happen. Please contact us as we handle issues that arise on a case by case basis and will work with you personally to create the best possible outcome.
It depends on what you ordered. Please see below chart for a quick reference:
Items that DO require approval:
• Custom keepsake maps on paper or cotton canvas
• Custom leather maps
• Custom lyrics engraved on leather
• Wedding vows or custom text engraved on leather
• Passport or journal covers with personalized information on them
Items that DO NOT require approval and allow us to ship out quicker:
• Push pin travel maps (24 x 36 inch)
• Cork board push pin maps
• Key chains
• Home coordinate art
• Engagement coordinate art
• Wedding coordinate art
• Engraved Wedding Certificates
• Engraved Wedding Invitations
• Engraved photos
• Any leather journals or passports that do not have personalized information on them
• Engraved sheet music
If your item does require approval, your item is put on a wait list and as soon as we design it, we will send you an email letting you know your art is ready for review. At that point you can request changes, revisions or additions. Once we receive your approval, we craft and ship asap.
We allow up to 3 rounds of revisions included in the base price of your art.
If you need to go over 3 rounds of revisions, there is a fee of $10 per round. (NOTE: this rarely, if ever, happens)
Currently we are only required to charge taxes if you live in Virginia, which is where our shop resides. We must collect VA Sales tax for Page County which is 5.2%. If you reside in Virginia, you will be charged this amount regardless of where you live within Virginia. Tax rates are based on business location, not shipping location.
This shop is not responsible for any VAT, tax or custom fees that you may incur. Some international buyers are faced with increased import fees or VAT charges upon arrival. We have no control over importing fees in your country, nor do we know who is going to get the charges and how much they will be. Importing and exporting/ custom fees are not our responsibility.
The amount reflected on custom forms is required by law to be the amount you paid for the item. However, if you paid for rush processing ( a service fee ), the amount reflected on the customs form will be reduced to the actual product cost and will not include this shop’s rush processing service fee.
We want you to be happy…
We at JW Design Studio, LLC stand by our handmade and handcrafted products, our service and our craftsmanship because we want you to be as proud of your gift as we are. Mike or Jess handles, inspects and packs every single order that leaves our shop. We put great care into our design and craft and we work very hard to ensure it arrives to you safely.
Before ordering, please pay special attention that the personalized information is accurate. What you supply at time of order is what we will use. Not all of our items allow for an approval process. If you are unsure if the item you ordered has an approval process or not, please review the section regarding approval process. If there are any issues with your order, please review the below options.
►Before an item is processed:
We will refund in full if you decide to cancel before we begin your custom artwork.
►During the processing time of custom art, including draft designs:
We will refund shipping and any matting or frame materials, but we will retain our design fee, which is the base price of the product.
►After an item has been delivered:
Cancellations are no longer eligible. Please review Return Policy below
If you need to make a return…
We value you as a customer and care about your satisfaction. So, if for any reason you are not completely satisfied with your purchase, you may return it. Here’s how.
►Non-Personalized Merchandise (ie. No custom requests, engravings, or lettering of any kind)
You may receive a refund or exchange for merchandise of equal value (minus the 15% restocking fee) within 30 days of receipt of the item. Shipping is non-refundable and we must receive the returned item in resalable condition before providing a refund or replacement. There will be a 15% restocking fee.
►Personalized Merchandise: (anything that is custom designed, names, dates, sheet music requests, wedding certificates, etc).
We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!). To avoid any issues, please review your personalization information before submitting your order. Check spelling, dates and names very carefully. We guarantee our craftsmanship and the quality of our products completely and that your gift will be personalized exactly as you ordered it.
►►If you are not satisfied with a personalized item due to our error, you may return it for a hassle-free exchange for the same item with updated personalization.
►►If a name, date or any text was supplied to us incorrectly and you need a replacement of your art, we will work with you to provide the updated replacement at a 30% material and labor fee of original cost, plus shipping.
Please contact firstname.lastname@example.org for more information about your personal situation.
We accept all major credit cards via the payment gateway STRIPE, which is a secure payment method as well as PayPal transactions.
Yes! We utilize a SSL encryption program to ensure all transactions on our website are secure. You can see this by the lock symbol and https:// at the top of the page in the website address area.
You can shop at www.jessicawilkeson.com with confidence. We have partnered with STRIPE. ‘Stripe is the best software platform for running an internet business. They handle billions of dollars every year for forward-thinking businesses around the world, accepting and processing credit cards and electronic check payments safely and securely for our customers.
The company adheres to strict industry standards for payment processing, including:
128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
Industry leading encryption hardware and software methods and security protocols to protect customer information.
Compliance with the Payment Card Industry Data Security Standard (PCI DSS).
The material is your choice. You have 2 options of Matte PAPER or 100% COTTON CANVAS.
Matte Paper = high quality heavy weight matte paper (230 gsm) = Great 1st Wedding Anniversary Gift!
100% Cotton = museum quality 100% Cotton Canvas (410 gsm) = Great 2nd Wedding Anniversary Gift!
Both materials are coated to accept pigmented ink and are archival – stated to be fade resistant for over 100 years.
The benefits up upgrading to 100% cotton canvas is that it is also water & tear resistant and nea
Color variations: Every computer screen is calibrated differently and may cause you to see a variation in the item you receive. What matters is that our printers and monitors are calibrated together, so they will output the best possible printed piece for you and that we inspect and pack each piece by hand, checking for quality assurance.
You may also see differences in the hue of leather items as we photograph under different lighting depending on the time of day and time of year. We strive for natural light, however because we live and work in the Northeast, rain and snow have a large effect on our photography process.
We take our leather supply seriously. We cut pieces of leather from full hides of leather. Made in the USA and humanely sourced as a by-product of the food industry, they are natural and environmentally friendly.
“Veg-tanning is a natural, eco-friendly process that produces durable, exquisite leathers recognized for their depth of color and rich patina. Simply put our leathers not only endure, but get better with age.” Wickett & Craig
We use the best quality leather available from Wickett & Craig. However, please keep in mind that leather is an organic material. What happens to the hide in life will be visible on the hides we use. Because we strive to use the best available, the visible characteristics are minimized, however you may still see color variations and natural differences in the leather such as bug bites, dark area scratches, scars, specs, divots, processing marks, stretches and more. This cannot be prevented and are not considered valid points for complaint in the final product due to the fact that we do not further process, dye or try to hide these flaws. We feel the natural characteristics in the leather are what makes it a beautiful, natural & unique gift.