What are your hours of Operation?

We’re based in Charleston, WV (Eastern Time). Monday – Saturday. Our hours are M-F, 10am – 7pm, and Saturday 12pm – 5pm. We are closed for business on Sunday. We are closed for New Year’s Day, Memorial Day, Forth of July, Labor Day, Thanksgiving Day, and Christmas Day.

What payment options do you accept?

We accept Debit, Visa, Mastercard, Discover, and PayPal.

I’m an Artist and want to show/sell my work. Do you offer Bulk order discounts?

Yes, we can certainly offer a discount for bulk orders. Please contact us for details on bulk/wholesale ordering.

Do you offer any discounts, coupons, contests, or promotions?

We regularly run special discounts, promotions, contests, and coupons. To stay in the loop and get informed of specials, make sure to follow us on Twitter, Facebook, and sign up for our Newsletter from the Contact Page.

What kind of Warranty do you provide?

Hatchcraft guarantees its products from extreme manufacturing defects. If your product arrives defected, we will replace it for free less shipping & handling fees. Please treat the products with care. We do not warranty any non-fault damage to the products. Helfpul Instructions: Immediately place the Boo Box frame in the location where you want to display it and avoid handling or moving it too often. Avoid putting your fingers directly on the Print and when possible handle your Boo Box from the back and sides. Boo Box and the Print are fragile and should be handled with care like a piece of Fine Art. When first installing your iPhone case, slide it on slowly and with care. The case will form to the phone after its been on for a day or two. Please contact support@hatchcraft.com with any Warranty concerns.

What is your Return Policy?

If you have a problem with the product, please contact us at support@hatchcraft.com immediately. If the product was damaged in shipping, please contact us immediately at support@hatchcraft.com to discuss the issue and obtain instructions for sending back for a replacement. Returned products for replacement must be in their original unaltered condition as it arrived to you. When returning a damaged order be prepared with the following and include this in your email: your order number, a full description of what is wrong with the product, how the damage occurred, and a couple pictures of the damage and the box it arrived in. If you are merely dissatisfied with the product, you may return for a refund but you are responsible for return postage fees.

What Country’s do you ship to?

We ship within the United States and many International countries. During checkout, choose USPS Priority (International) shipping and then while entering your shipping address, select the Country drop-down list to see if your country is listed. If not, contact us to see if we’re able to add shipping to your country.

Do you offer any shipping discounts?

Yes, we currently have free USA on orders $65 and above. Sometimes we offer other promotional shipping discounts. These discounts will be clearly posted on the Shop and Product pages when applicable.

How long will my Boo Box take to make? Current Lead Times.

Boo Box SolidLead Time: up to 10 days, often sooner.

What are the Shipping Times?

We currently only ship using USPS Priority shipping. The time it takes to arrive to you is 2-3 business days for US Domestic and 7-10 business days for Canada or Mexico and up to 14 days for all other International shipments.

Do you provide Rush Orders?

If you need to receive your product in a hurry, please contact us at support@hatchcraft.com to see what we can do. There will be a 25% Rush Order fee applied to your order for processing your order quicker. If we are are unable to meet the discussed and agreed upon turnaround time, the 25% additional fee will be refunded to your account.

Is there package Tracking available?

US Domestic orders include Tracking. You will receive an email when your order has shipped with a Tracking Number provided. International shipments don’t include a Tracking service. We can track it through the various hubs in the US, but once it leaves the country we have no way of tracking.

For International Orders, what if there’s Customs or Import Duty fees?

We aren’t versed on all rules and regulations for each Country we ship to. You as the customer are responsible for any Customs fees, Import duties, or Taxes that may be imposed to receive your order.

Why does my Image have to be cropped Square?

Our Boo Box frames come in four different sizes that house 4″, 5″, 7″, or 8″ square format prints. We don’t offer custom sizes at this time. This square image requirement is also compliant with the most popular mobile phone photography apps and helps us standardize our process so we can concentrate on providing you the best collectible framing solution in a timely manner with the best quality possible.

Do my Instagram images have enough resolution to look good at both 4″, 5″, 7″, or 8″?

Yes, there’s enough resolution in the photos and they print just fine in the 4″ – 8″ size. 8″ is the limit and anything larger would begin to show the pixelation. Results also largely depend on elements such as grain and noise added to the photo through process and filter apps. The Prints will look accurate to the source image you see on the screen and look great at any size.

How long will my Boo Box take to make? Current Lead Times.

Boo Box SolidLead Time: up to 10 days, often sooner.

What are the Colors of Bamboo you offer?

We have 3 colors of Bamboo we offer for your Boo Box. They are a light (natural), Mixed (stripes of light & dark), and a Darker color. We refer to them as Lion, Tiger, and Bear respectively. There is a slight variation between the 3 colors in the material we use for the Boo Box Solid frame and the Boo Box Mitre.

What Print color/quality guarantees do you offer?

All of our printing is performed by our good friends at ColorServices, a professional full service print/framing shop in Santa Barbara, CA. We guarantee accurate color and the best quality. If for some reason you’re not satisfied with the Print, please contact us.

Can I clean/wipe my Boo Box print with a cloth?

Yes but be VERY gentle as we can’t be responsible if you damage the Print by doing so. First try blowing any dust and debris away from the print with your mouth. We recommend you use a soft lint free cloth like the ones used for cleaning monitor screens if you absolutely must wipe it.

How will my Boo Box hold up to heat/moisture?

The adhesive we use is acid-free and also will hold up to heat and moisture very well. The bamboo may shrink, bend, or warp slightly over time in extreme dry climates.

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