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What happens if my order does not arrive or arrives damaged?

If your order does not arrive within a reasonable amount of time, please contact the Prints Customer Care department via Help Desk Contact Form.

Refunds:If you are unsatisfied with the quality of your order because it arrives damaged or defective, you may request a reprint within 7 days of delivery. Please take a digital photos of the issue and the packing slip, describe it to us as detailed as possible. This information will allow us to forward the images to the lab and request a reprint. Please submit a ticket to the Help Desk Contact Form to consult with a Customer Service Representative for more information regarding your situation.

If you use a standard credit card a hold will be placed by your bank on your account in the amount of the purchase at the time of your order and will remain on your account for up to 5 business days. The funds will not be taken from your account until your purchase is shipped.

Please note that PayPal does not support pre-authorization and post-authorization services for holds, and your Paypal account will be charged upon submission of your order if you choose to use this service. If using PayPal to purchase items with an eCheck (electronic check), the order will not begin processing for up to 14 days from the order's placement while the check clears.

Order Cancellations:Once you complete your order, it goes immediately into our system for processing so that we can get you the products you want quickly and efficiently. This means that after you submit your order, our customer service staff will not be able to cancel it. If you change your mind after submitting your order, we'll happily help if you request a change that qualifies as a return or an exchange.

Order Returns:If you have a problem and wish to return your order, or if you received something different than what you ordered, please submit a Help Desk Ticket to consult with a Customer Service Representative for more information regarding your situation.

Please also see FAQ #619: Is there a time limit regarding reporting unsatisfactory orders?

FAQ #695

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