Q&A
Customer Service
Order Tracking
Issues With Your Order
Returns & Exchanges
Shipping & Delivery
Product Details, Hanging & Care Guide
Custom Art
Customer Service
How do I contact Customer Service?
Come on over to the Contact page or directly email to info@mengtinggallery.com.
Order Tracking
Prints
Canvas Prints take approximately a week to send you the tracking number.
Original Art
Original Artwork can take approximately a week before sending you the tracking number.
Custom Art
Custom Artwork once is finished. It can take approximately 7-14 days before sending you the tracking number.
When will my order be delivered?
Our items are made to order and hand assembled - most orders are delivered 8-20 business days from the date of purchase.
When will I receive a shipping tracking number?
Tracking details will be emailed to you once your order has shipped. Most orders are shipped within 7 business days.
Issues With Your Order
What should I do if the artwork I received is damaged or not in perfect condition?
For Canvas Print
If the canvas print arrives not in perfect condition, please email us at info@mengtinggallery.com with photos of the item AND photos of the box it arrived in, and we will gladly ship you a replacement, at no additional cost.
Sometimes, bumpy transits can cause minor imperfections such as looseness, indentations, and creases to your artwork. The Canvas Care Guide can help address these issues so you don’t have to go through the hassle of an exchange and your artwork can be restored to the perfect condition in just minutes.
For Original Oil Painting
If you would like a refund, please email us at info@mengtinggallery.com . The item must be resent back in good condition with the original packaging. No amount can be refunded until the item has been returned in undamaged condition.
Returns & Exchanges
What is your return policy?
Mengting Gallery offers a 100% Love Guarantee!
You will LOVE your art, or we will take it back! We are happy to accept return or exchange requests for any reason in the first 45 days of purchase!
If you would like to return or exchange your order or if there is an issue with the print or original painting you received, please email us at info@mengtinggallery.com order number and the product you would like to return or exchange to receive a free return shipping label.
We will process your refund or exchange order once your return has been received.
Do I qualify for free return shipping?
Free return shipping is only eligible for canvas print orders shipped within the 48 Contiguous United States and excludes Oversized Prints.
For Original Oil Painting, if you’re not completely satisfied, email info@mengtinggallery.com to arrange a return within 30 days of receiving the piece. All exchanges are subject to a 20% re-stocking fee plus all shipping charges.
Oversized Prints Free Return Exclusions
The following sizes are not eligible for free return shipping:
One piece
37x37 , 48x48, 60x40
Can I still be issued a return label for my oversized print?
What is your cancellation policy?
You can request to cancel your order at any time before your order has shipped.
When will I be refunded for my return?
Your refund will be processed once your return has been received.
My order was damaged in transit!
No worries. See our section for instructions on handling shipping and order issues.
Shipping & Delivery
When can I expect to receive my order?
Our items are made to order by hand and can take up to 7 business days to assemble and ship. Customers who selected "Free Standard Shipping" should expect to receive their orders between 8-14 business days from the date of purchase.
Tracking details will be emailed to you once your order has shipped.
Can I change the shipping address once the order has been placed?
If the order hasn't shipped yet, we can still change the address for you. Changing order information will delay the shipment.
Does Free Shipping apply to all orders?
Free shipping only applies to orders shipped within the contiguous United States.
Do you ship to P.O. Boxes?
Most items can be delivered to P.O. Boxes, however, there are some size limitations. The following sizes cannot be delivered to P.O. Boxes:
One Piece
37x37, 48x48, 30x40, 60x40
I received my tracking details, but it doesn’t show any movement, what should I do?
If it has been more than two days since your order has shipped and movement is not reflected on the shipper’s website or it has been more than 48 hours since the last tracking update, please contact us at info@mengtinggallery.com for further assistance.
What should I do if the tracking website states my package was delivered, but I never received it?
We are so sorry for the trouble!
We always recommend checking around your property or with neighbors to ensure your package was not misplaced. If after checking in you were unable to recover your packages, please contact us at info@mengtinggallery.com
Which shipping carrier does Mengting Gallery use?
All orders US orders ship via UPS or USPS.
Product Details and Care
My canvas print is loose, what’s up with that?
Don't worry, there's an easy fix! Our canvases are wrapped on stretcher bars that let you tighten them. If the canvas gets loose, take if off the wall and place the loosest edge on the top of a towel atop a table. You will see small plastic parts in each of the corners. Those are stretcher keys—tap the keys gently with a hammer to tighten the canvas. Tap down toward the table gently, then rotate the canvas and tap down on the next side. You don't have to do all four sides—just tap the keys in until the canvas is tight again. You may see the wood joint spreading apart, which is how the stretchers are designed to work. Tears in the canvas can occur if it is over tightened, but tears are rare. If you encounter a tear, please contact our support team.
There is a dent on my canvas, is it ruined?
Nope! Our canvases are fabric, so dents aren't the end. To correct a dent, lay the canvas face down on an ironing board or a towel on top of a table. Use a normal clothes iron on a low heat setting and iron the dent out from the backside. If that doesn't fix it, and you are within 60 days of your purchase, just let us know at info@mengtinggallery.com
How do I clean my framed paper print?
We recommend using a soft cloth rather than a towel which may be too abrasive for the surface and resulting in scratching. We also recommend using plastic cleaners (as an alternative to glass cleaners) which best preserve the clear coat finish on the plexiglass.
Will the colors I see on my monitor be exactly how the image prints?
The colors you see on your monitor may be close to what is printed, but due to differences in the color calibration of monitors, a perfect match cannot be guaranteed.
Can I customize the art you offer for sale?
Unfortunately, we cannot modify our product images.
Do you have an inventory of prints?
All of our artwork is made to order. We do not carry an inventory of products.
Can I purchase an unstretched canvas?
Unfortunately, unassembled prints are not available for purchase at this time.
Can I buy a digital copy of the image?
We are unable to offer any digital copies for sale.
Will I receive a proof before my image is printed?
You can expect to receive a proof of your touched up image within two business days.
Account
How do I create an account?
To create an account you simply need to select the “Sign In” link at the top right-hand corner of web page. Enter your email address in the “Email Address” field and click on the “Create an account” button. From there you will need to complete the First Name, Last Name, and Password fields, then select “Register”.
You can also select “Create an account”, during checkout, and follow the same steps above.
Do I need an account?
While an account is not necessary for making purchases on our website, we highly recommend that customers create an account, so that they can take advantage of features, such as:
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Viewing order history
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Saving favorite artworks
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Add, edit, and delete personal information, including billing and shipping addresses.
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Save information for future orders for a quicker checkout experience
Order Processing and Payment
What are my payment options?
We accept Visa, Mastercard, American Express, Discover, and PayPal.
When will I be charged?
All orders will be charged in full at point of purchase.
Will I be charged taxes?
Sales tax is required for the following states: IL, CA, NY, PA, NJ, CO, GA, NC, WA, MI, KY, MD, MN, WI, IN, SC, NV, UT, and LA. Therefore all orders shipping to these states will be charged applicable sales tax according to the state's current sale tax rate.