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.
How long until I get my order?
Because everything 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 1.5 to 2 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.
Do you offer rush processing?
Yes! We offer an upgrade to 3 business day rush processing 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.
Keep in mind we are closed every Saturday and Sunday and all U.S. Holidays.
How does my order ship?
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.
Can I upgrade to express mail?
Yes! Of course, please select the option when checking out. This seems to be most beneficial to our international buyers.
Express US Domestic 1-2 business days*
Express International 3-5 business days
*Express US: Typically ships overnight, but we have seen it take 2 days to remote locations and Hawaii/Alaska
What happens if my product is damaged, lost, or delayed in shipment?
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.
Does the item I ordered require an approval process?
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
- Any leather journals or passports that do not have personalized information on them
- Engraved sheet music
How does the approval process work?
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 your 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.
TAXES AND VAT INFORMATION
I reside in the United States, Do you charge taxes or fees with orders?
We only charge taxes if you live in Pennsylvania, which is where our shop resides. We must collect PA Sales tax for Allegheny County which is 7%. If you reside in Pennsylvania, you will be charged this amount regardless of where you live within Pennsylvania. Tax rates are based on business location, not shipping location.
I reside outside of the United States, What do I need to know about import fees, taxes and customs information?
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.
CANCEL, REFUND OR RETURNS
What is your Satisfaction Guarantee?
We want you to be happy…
We at Jessica Wilkeson 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.
What is your cancellation and refund policy?
►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
What is your return and exchange policy?
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 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.
►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 email@example.com for more information about your personal situation.
What can I do about shipping delays or damages?
Postal/ Shipping damages, losses or delays are not the responsibility of this shop. However, 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.
PAYMENT AND SECURITY
What forms of payment do you accept?
We accept all major credit cards via the payment gateway Authorize.net, which is a secure payment method as well as PayPal transactions.
Is your site secure?
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 Authorize.Net, a leading payment gateway since 1996, to accept 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).
www.jessicawilkeson.com is registered with the Authorize.Net Verified Merchant Seal program.
MATERIALS OPTIONS AND INFORMATION AND ADD-ONS
I am shopping for a print, which material should I get and what is the difference (paper vs cotton)?
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 nearly double in thickness than the matte paper which increases the quality of the product.
Should I be concerned about color variations and/or color calibration for printed work?
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.
Leather is an organic material, what can I expect for my engraved artwork?
We cut 8×10 pieces of leather from full hides. They are tanned using the old artisan method of slow tanning with natural vegetable extracts. This gives the leather a rich and warm appearance that will age nicely and will provide a pleasing vintage appearance over time.
We seal and condition every piece of leather.
We use the best A & B grade quality leather available from Hermann Oak suppliers in the United States. It is 6-7 oz in thickness.
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 use A & B grades, the visible characteristics are minimized, however you may see color variations and natural differences in the leather such as bug bites, scratches, scars, specs, divots, processing marks, stretches and more. This cannot be prevented and are not considered valid points for complaint on the final product.
We feel the natural characteristics in the leather are what makes it a beautiful, natural & unique gift.