Help us help you!
We need to know what questions you have that would be most helpful.
We will do our best to answer them and if we receive this question often we will post it to this page.
(IF YOU HAVE A SPECIFIC QUESTION REGARDING YOUR PRODUCT PLEASE USE OUR CONTACT PAGE HERE)
- My print got squished in shipping. What do we do?
We ship prints in heavy Kraft tubes but sometimes we think the postal service has sword fights with the print tubes. If you receive a damaged item in the mail, please email us the following: includephotos of the damaged item, the number of the print you received and the packaging you received it in. This helps us to file a claim and accelerate the shipping of your replacement item. If it is a print we no longer have available, we can refund you or exchange it with another of equal value.
- I don't like what I ordered, can I return it?
No. All sales are final.
- Why did I have to pay an extra fee for my package and why didn’t you tell me about this?
All applicable custom fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package. It is at the sole discretion of customs agents to release your package. Note, in rare occasions customs agents may delay the delivery of some packages.
- When can I expect my order to arrive?
International shipping can take one week to several months. The holidays are always busier, please allow extra time if you want orders by Christmas.
- I'm going on vacation; can you forward my package to a different address?
Once an item leaves our office, we are not able to interject and stop it, move it, or do the hokey pokey with it.
- I haven't seen any change on my tracking in weeks, it says it has left San Fran, LA, NY, etc... Where is my package???
Again, if the tracking has stopped after it departed the US; it has most likely been shipped to your country and is being sorted before going through customs. This happens quite often. Unfortunately there is nothing we can do but wait. It isa gamble every time we ship a package internationally. Nine out of ten times it gets there just fine, but there can be delays.
- My download says it's expired and I haven't even been able to download it!
The download will expire after three attempts; this includes three accidental clicks on the link. If the download times out and you need it reset, please let us know via email and don’t forget to include your transaction number.
- Where is my download link?
The download is automatically sent to the email you have linked to your PayPal account. Please make sure you have an active email to receive the download.
- WHERE IS MY DOWNLOAD LINK?
Please allow the system enough time to send the email from Pulley. with your download. We all love instant gratification, but PayPal needs time to transfer funds and clear it before Pulley sends it.
- I still can't find my download link?!
If you still haven't received your email, please check your spam folder.
- Why is the download timing out?
Some of these downloads are quite large, please make sure you have a strong internet connection before downloading.
We at UB want you to be super happy with your products, downloads and overall experience with us. We will do what we can to make that happen. The more pleasant you are, the happier we are to help. If there is something you are concerned about that we didn't cover on the FAQ page, please feel free to contact us directly here. We are happy to help.
The UB Team