Have a question? Read through our frequently asked questions for some quick answers. If your question isn't listed, please don't hesitate to contact us by emailing support@stilllens.com
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Ordering
How do I place an order?
It's easy and secure! When on the customize page for a piece of art, choose your selections and click “Add to Cart”. When you're ready to complete your order, click "Checkout" in your cart and follow the easy instructions on completing your order. Contact our office at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com and we will be happy to assist you with any questions.
If I find a mistake in my order after it was submitted, or I want to cancel?
If you are unsure your order was properly submitted, or an error was made in the order contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com and we will help correct or cancel the order.
What payment options do you accept?
We accept all major credit cards from most countries (Visa, Master Card, American Express, and Discover).
Is ordering online safe?
At Still Lens we value your privacy and security so we make sure we use the latest security technology, which includes data encryption, server authentication, and message integrity to protect you.
Do you offer corporate or wholesale discounts?
We offer discounts to qualified wholesale and corporate customers. Please contact us at 1-888-STILLLENS (784-5553) or via email at sales@stilllens.com for information regarding our corporate account services.
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Products
What kind of art do you sell?
Still Lens is a new fine art gallery that specializes in photography. Everything on our site is original work and covers a wide range of tastes and styles from urban and fashion to nature and wildlife. Our images are printed on a variety of paper surfaces including some canvas and fine art textures. In addition, we provide high-quality archival mounting, matting and framing options to enhance your art purchase.
Does the image on your site accurately represent what I will be sent?
We strive for a high degree of image accuracy. However, in some cases, the visual representation may be approximate. Your computer monitor may not display the true colors of the image, and likely the print you receive will be better quality than what you see on the internet.
Do you supply what is needed to hang my framed print?
Yes. If you order includes a frame, everything you need to properly hang your frame is included with your purchase.
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Framing
How is your framing different from my local art and framing shop?
Still Lens uses the same high-quality framing components that you would find in traditional fine framing stores. At this time we offer three different aluminum profiles in various colors. For wood frames or other colors and styles we recommend you take the artwork to your local framing shop. Be sure to insist on all archival, acid-free materials to protect your artwork.
What kind of mats do you offer?
Our mats are archival museum quality cotton rag board. There are three color options, and the size of the mat will be the best that suits the size of image you have selected.
What kind of glass do you use?
Your artwork is an investment that should last for years, so it is important the glazing protect it from damaging rays. Also, for safety in shipping we only offer top of the line acrylic (plexi-glass) glazing. With advancements in technology, it will be virtually impossible to notice a difference between acrylic and glass glazing. Still Lens only offers acrylic that protects from UV rays, yet still allows the maximum amount of light so you see the image’s true colors. There is also an option for a non-glare acrylic glazing. Click “Learn More” next to the glass selections for more details about the different options.
How should I clean the acrylic of my framed item?
You cannot use regular glass cleaner that is ammonia or alcohol based on acrylic glazing. Check with your local craft, art or framing store for an appropriate cleaner. Another solution is to clean with a solution of mild soap (like dish washing liquid) and lukewarm water. To prevent scratching, clean and dry with a microfiber or soft cloth. If spraying a safe solution onto the acrylic while in the frame take care not to allow the solution to drip through to the inside of the frame where the image is.
Can I buy just a frame, mat, or glazing?
At this time, we do not sell framing materials unless purchased and assembled with a print we offer.
What is mounting?
Any print can be mounted; it is adhered to an archival foam core that helps protect it from being dented. When you select mounting for a canvas print the image is stretched onto a wooden stretcher frame.
Can you assist me with art framing choices?
Absolutely! For many of our products, framing suggestions can be found under the “Tip” section of the customize art page. If you'd like, contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com with your framing question and we will be happy to assist you.
Can I frame a print I already own?
No. We do not provide framing services for pre-owned prints. All of our framing materials are custom-fitted to prints we provide.
Can you send me samples of the profiles and mats you offer?
Currently, Still Lens does not offer samples of our framing components.
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Account Usage
What if I have a question about my order?
If you have any questions or concerns about your order, please login to your account for details or contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com with any questions.
Is my personal information secure?
Still Lens respects your privacy! We do not sell or distribute any information we acquire directly from our customers. This includes your email address, postal address, phone number, and any other personal data. For more information, please see our Privacy Policy.
Do I have to sign in with my account name and password to browse the site?
No. Visitors can freely browse the web site. Shoppers use their account name and password only to update account information on file or track an order they have placed. If you cannot remember your password, click on “Forgot my password” on the login page to have it emailed to you. You may also contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com with any questions.
Do you store my credit card information?
No. Still Lens believes it is safer for everyone to not have your credit card information stored in our database or on our servers. Each time you check out with a purchase you will have to enter in your credit card information.
How can I check my order status?
You will receive email confirmation when an order has been placed and when it has been shipped. You can contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com for additional information. Please provide your order number for faster service.
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Shipping & Returns
How will my package be shipped?
All items are carefully packaged to prevent damage during transit. Still Lens uses DHL and UPS for shipping. Standard shipping of Art (non expedited) will ship via DHL Ground Service, and expedited Art shipments will go via UPS (Next Day, Second Day, etc.).
For more information about our shipping, please contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com.
What are your shipping rates?
We calculate your shipping cost by the overall value of the sale and the zone established by the shipping service used for the region you live in.
Do you offer faster shipping rates?
All of our shipping options are available on the checkout page.
How are unframed prints packaged and what kind of container is used?
Unframed mounted prints will ship securely packaged in a flat box. Non-mounted prints will be rolled and shipped in a packing tube. This helps prevent unnecessary damage to the loose print.
Can I request another packaging method for my print?
We do not currently offer options on packaging methods. All items are securely packaged in an appropriately-sized box with fitted inserts and/or packing material to prevent shaking and damage during shipping.
How are framed orders shipped?
Framed items are securely packaged in a sturdy box with fitted inserts to prevent shaking and damages.
Can I ship to a P.O. Box? Can you ship to an APO?
At this time we cannot ship to P.O. Boxes or APO addresses. Most of our packages exceed the size requirements for acceptance at a P.O. Box.
How do I ship my items somewhere other than to my billing address?
It's easy. During the checkout process, you are provided the option to enter a shipping address that is different than the billing address. Simply do not check the box that says “Check if Shipping Address is Same as Billing” and enter in the new address.
Do you ship internationally?
International orders are shipped via DHL. Please be aware that we are not responsible for any duties or value-added taxes that may be assessed by your local customs office.
Is my package insured?
Still Lens guarantees your satisfaction and we will give you a refund, an exchange or a replacement for purchased items you are not satisfied with. In the remote event that your package is lost or damaged upon arrival, please contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com.
How do I know that my item has shipped?
After your order has shipped, you should receive an email with a link to the carrier's tracking page. If for any reason you do not receive correspondence please contact us at 1-888-STILLLENS (784-5553) or via email at support@stilllens.com.
What if I have not yet received my order but it shows that it has shipped?
Shipping times can vary depending on location and carrier. The carrier will provide a delivery time estimate when tracking your order. If that date has passed or you have any other concerns about your order, please contact us 1-888-STILLLENS (784-5553) or via email at support@stilllens.com.
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Returns
Still Lens is committed to quality products and your satisfaction is 100% guaranteed! If for any reason you are not completely satisfied with your purchase, you may return it within 30 days and receive a free replacement or full refund (less Shipping).
To return your item(s) please pack them in the original box and include the completed Return Instructions form which you will find on the back of the Packing List included with your order. Be sure to specify the reason for the return, and what action you would like us to take: Replacement or Refund.
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