Contact Us

New Era Studios
2101 E. St. Elmo Rd. Suite 110
Austin, Texas 78744
info@newerahd.com

Ordering Questions

How do I change or cancel my order?
Contact our Customer Care Desk at 888-445-3236, Monday-Friday, 9:00 am - 5:00 pm, CST. All of our artwork is made to order once you submit your order online. Orders already in printing will be assessed a 50% restocking fee, and orders already assembled cannot be cancelled. Unfortunately, we are unable to add items to your order or substitute items. You will need to place a new order.

What forms of payment do we accept?
We accept Mastercard, VISA, American Express, Discover. Please contact us to request a credit application if you wish to be setup on terms.

When I will be charged?
Your credit card will be billed at the time you submit your order. All credit card transactions on this site are safe: we guarantee it!

Why do we need your shipping and billing address?
For security purposes, we request your billing address as another step in verification. Sometimes addresses are different, and this helps prevent any possible credit card fraud.

When will my order ship?
Your order ships within 7-10 business days from receipt of the order.

How will my order be shipped?
All orders are shipped to your home or business via FedEx ground service. Orders are shipped in packaging that is FedEx certified, reducing any risk of breakage.

Can I get faster shipping?
Yes. If you need your order expedited, please contact our Customer Care Department for a quote. The team can be reached at 888-445-3236, Monday-Friday, 9:00 am - 5:00 pm, CST.

How is the shipping cost calculated?
The flat rate shipping cost is 15% of the order total before tax. If you are applying any promo codes or discounts, the shipping cost will be recalculated based off of the new total. Shipping will be charged at the time the order is submitted.

What do I do if my package is damaged or defective?
When shipping with the New Era HD preferred carrier and the items appear damaged or defective, refuse any packages with obvious exterior damage and we will promptly send you a replacement. If you have already accepted the package and are not satisfied, call our Customer Care Department at 888-445-3236, Monday-Friday, 9:00 am - 5:00 pm, CST, to receive instructions and a Return Authorization for Artwork. If you chose to leverage your own carrier, we cannot guarantee the condition of the package upon arrival.

Return Policy
We are happy to accept any product(s) you wish to return within 30 days of receipt. Please be aware there is a 30% restocking fee plus the price of shipping the product(s) back to our facility. We will refund 70% of the order upon receipt of the product(s) back to our location.

Items being returned can be sent to: 2102 E. St. Elmo Rd #110 Austin, TX 78744

Please fill out this form so we're able to swiftly process your return.

Guarantee

The New Era Guarantee:
Your complete satisfaction is our guarantee. We inspect our artwork in every step of the finishing process, and then carefully pack each piece to make sure it reaches you in the finest condition.

Product Acceptance:

  1. If you find any obvious exterior damage and used the New Era HD preferred carrier, refuse the package and send it back to us. We'll promptly send you a replacement. If you have already accepted the package, call our Customer Care Department.
  2. Open all packages upon receipt. If the artwork is damaged or defective in any way, contact our Customer Care Department immediately.

How is the artwork produced?
All artwork is produced in our state-of-the-art facility in Austin, TX. All limited editions are produced from the original using high quality photographic scanning equipment that we own and operate. Each print is produced individually with careful controls ensuring color fidelity and accuracy. To finish your artwork our craftsmen complete each piece by hand using natural wood frames selected to complement the images that we offer.

The Giclée Process

Giclée (pronounced "zhee-clay") is French, meaning "a spraying of ink." With the advent of Giclée, the art of reproducing fine art has become even more precise. Giclées have the highest apparent resolution available today - as high as 1,800 DPI. Displaying a full color spectrum, Giclée prints capture every nuance of the original and have gained wide recognition from artists and galleries throughout the world.

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