Frequently Asked Questions
|
Ordering
· How to Order
· Paying for Your Order
· Processing Time and Tracking Your
Order
· Order Troubleshooting
· Gifts
· Cancelling Your Order
· Corporate Orders
|
Shipping & Returns
· Shipping Schedule
· Keeping Your Package Secure
· International Shipping
· Shipping Charges
· Returns and Exchanges
|
|
Products
· Our Prints
· Framing and Matting
· Limited Editions
· Non-Print Products
|
My Account
· Registering
· Updating Your Account
· E-mail Updates
|
Top
10 FAQs
Q. I’m looking for an image I’ve
seen in one of your magazines, and I can’t find it. What do I do?
A. The
images you see for sale on this site represent just a portion of what our
Archive holds. If you have seen an image in a magazine that you can’t find as a
print on our site, you may be able to special-order it through one of our
customer support specialists. Please contact
us to find out more. Please have the magazine title, issue date and page
number available when you call.
Q. What happened to your old site,
www.condenastart.com?
A. In
August 2007, we closed Condé Nast Art and launched the Condé Nast Store with a renewed
focus on high-quality framed prints of images from two of our top publications.
Since then, our inventory has grown to include hundreds of vintage and
contemporary images from Vogue, Vanity Fair, Golf Digest, GQ, Gourmet, and
more. You may not find all of the products from the previous site. However, we
are constantly expanding our inventory, and we encourage you to sign
up for e-mail updates that will let you know as new products become
available.
Q. Can I
get a catalog of your products sent to me?
A. The
Condé Nast Store is an online store, and currently we do not publish a print
catalog. Plans to produce a print catalog are in the works; however, since new items
are added constantly, the website will always have the most up-to-date list of
inventory.
Q. I
have a question about my Condé Nast magazine subscription. Can you help?
A. The
Condé Nast Store cannot address inquiries about subscriptions to our magazines.
Please call our subscription hotline at 515-243-3273, and someone there will be
happy to assist you.
Q. How
can I purchase a back issue of a Condé Nast magazine?
A. Requests
for back issues are also handled through our subscription hotline. Please call
515-243-3273, and someone there will be happy to assist you.
Q. I
have a question about my Golf Digest Rewards credit card. Can you help?
A. No.
To find out what you can get with your Golf Digest Rewards points, please visit
www.golfdigestrewards.com or
call 1-800-889-8747. For any other inquiries regarding your Golf Digest card,
please call Bank of America at 1-800-932-2775.
Q. How
do I get permission to reuse a Condé Nast image?
A. Condé
Nast welcomes requests for reuse of material published in our magazines. Please
make such requests as directed below; if we do not hold the rights to the
materials in question, the Permissions Department will do its best to direct
you appropriately.
Permissions
Department
Editorial
Assets and Rights
Condé Nast
Publications
1440
Broadway, 11th Floor
New York, NY 10018
Phone:
212-630-5656
Fax:
212-630-5883
E-mail: permissions@condenast.com
Please
include the issue date, the page number, the author or artist, a description of
the content, and information about how you would like to use the article or
image. You should also provide a contact name, phone number, and e-mail address
so that we can respond to your request as quickly as possible.
Please note
that the standard turnaround time for a request is 1–2 weeks.
Q. I
have a question about a bill I received from the Condé Nast Store. Who can I
speak to?
A. Our
customer support specialists are happy to address any billing questions you may
have. Please e-mail us, or call toll-free at 1-866-493-6507, Monday through
Friday, between 9:00 a.m. and 5:00 p.m. EST.
Q. I’m not
able to access certain pages on your site, or I’m receiving an error message.
What should I do?
A. If you
encounter technical problems while browsing our site, try leaving the site and
returning a few minutes later. If you continue to have trouble, please let our service
center know. We apologize for any inconvenience.
Q. I
have a suggestion for your site. Can I tell someone?
A. Of
course! We welcome your suggestions to improve our inventory or to make
shopping the Condé Nast Store a better experience. E-mail us your thoughts.
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Ordering
How to
Order
Q. How
can I tell if an item I want is in stock?
A. With
the exception of limited editions, our prints are not kept in stock, but are
created on demand. Non-print items such as Golf Digest books, DVDs, and
collectibles are shipped from stock. If one of these items is not available,
you will see a message on the product page reading “Item On Back Order.” Back
orders are rare, and you can be assured stock will be replenished quickly.
Q. Do
you have any retail locations?
A. No.
The Condé Nast Store is an online store only.
Paying
for Your Order
Q. What
methods of payment do you accept?
A. We
accept Visa, MasterCard, American Express, and Discover for any non-commercial
sales. We do not accept personal checks.
Q. Do
you charge sales tax?
A. The
Condé Nast Store charges applicable sales tax to all orders except in the
following states: AK, HI, ID, LA, NM, SC.
Products
sold to customers in Canada are subject to Canadian taxes. We do not charge
sales tax on orders from outside the U.S. and Canada.
Q. Is it
safe to order online?
A. Yes.
We use Secure Socket Layer (SSL) 40-bit encryption to ensure that any data you
transmit to us is protected and unreadable by any other party. If you feel
safer ordering over the phone, you can call us toll-free at 1-866-493-6507,
Monday through Friday, between 9:00 a.m. and 5:00 p.m. EST.
Processing
Time and Tracking Your Order
Q. When
can I expect my order to arrive?
A. All
non-print items (books, DVDs, and collectibles) generally ship within 24 hours.
Our photographs, illustrations, and covers are all printed on demand and framed
to your specifications. The printing process can take up to 24 hours from the
time the order is processed, and custom framing takes another 24 to 48
hours. Typically, a print will ship out about 48 hours after an order is
processed, although in some cases it can take longer.
Please note
that the above represents only the time it takes to process an order and
does not account for shipping time. For information on shipping rates, see our
“Shipping & Returns” FAQs.
Q. What
is a rush order, and how can I request one?
A. When you
need to receive your print as soon as possible, you may request rush
processing, which ensures that your order will be prioritized above standard
orders, for an additional fee of $25. Rush processing is an option for
print-on-demand items (covers, illustrations, and photographs) only and will
not cut down on the time it takes to create, frame, or ship the image. To
expedite the shipping process, you must request priority shipping at an
additional charge.
Rush
processing cannot be requested online. To place a rush order, please contact
customer support at 1-866-493-6507 during our normal business hours. We will
make every effort to accommodate your desired in-hands date.
Q. How
can I track my order?
A. You
should have an order confirmation number that was e-mailed to you and/or
provided to you by a customer support specialist.
If you have
placed your order online, go to www.condenaststore.com
and click on “My Account.” Log in using your registered e-mail address and
password. Click “Order History.” You will see a status message corresponding
with the pending order. If your order has shipped, you will see a tracking
number which will link you directly to the carrier’s website for tracking.
If you’d
like us to track the order for you over the phone, please call customer support
at 1-866-493-6507and refer to your confirmation number.
Order
Troubleshooting
Q. I
just tried to submit an order, and the confirmation page is not loading. Should
I submit my order again?
A. No.
If you experience any problems in placing your order, please contact customer support. We can help
you resolve the issue.
Q. I
received two order confirmations for a single order. What should I do?
A. If
you receive two e-mail confirmations, you have placed a duplicate order. Please
contact customer support to confirm
that you want only a single order.
Gifts
Q. I’m
giving one of your products as a gift. How do I make sure that the recipient
won’t see the cost?
A. When you
check out, select “Gift Receipt” so the recipient will get a copy of the order
details in their package without any dollar amounts listed.
Q. Is
there a limit to how many characters I can use in my gift message?
A. Yes. The
maximum number of characters is 120.
Cancelling
Your Order
Q. How
do I cancel an order after submitting it?
A. To
cancel an order, please contact our fulfillment center at 1-888-227-5306 as
soon as possible, preferably within 24 hours of placing the order. Please
reference your order number when calling, and be ready to provide an e-mail
address where a confirmation of the cancellation can be sent. Your credit card
will only be charged for orders that ship.
For
information on returns, please see our “Shipping & Returns” FAQs.
Corporate
Orders
Q. Do
you offer special services for corporate clients?
A. Yes!
We can offer you a great deal on prints that will add extra style to your
hotel, restaurant, office, or retail environment. Please visit our corporate sales page
for more information.
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Shipping & Returns
Shipping
Schedule
Q. From
the time I place my order, when will it ship?
A. Generally,
you can expect your order to ship on the next business day after it is
processed, which can be up to four business days after you place the order.
(See above, “When can I expect my order to arrive?” under the “Ordering” FAQs.)
We do not ship on Saturday, Sunday, or federal holidays.
Q. Do you
offer Saturday delivery?
A. No.
At this time, we do not offer Saturday delivery. An order that ships
out on Friday, even if one-day shipping is selected, will arrive on Monday.
Please take this into account when ordering.
Keeping
Your Package Secure
Q. How
will my order be shipped?
A. In
most cases, items are shipped via private, trackable services like FedEx and
UPS. Items going to military bases (APOs or FPOs) will be shipped via the U.S.
Postal Service.
Q. Do
you ship to PO boxes?
A. The
shipping services that we use require a street address and items require a
signature upon delivery. You may, however, provide a billing address that is a
PO box number if necessary.
Q. Can I
just have the package left at my doorstep?
A. No.
Your purchase from the Condé Nast Store is valuable. To ensure that it arrives
safely and in good condition, the Condé Nast Store requires a signature upon
delivery. For this reason, we ask that you give us a shipping address where
someone will be able to sign on your behalf. Otherwise, you risk having your
items returned to our fulfillment center. If you ask us to waive the signature
requirement, your order cannot be guaranteed and the Condé Nast Store will
accept no liability for damages to your order.
International
Shipping
Q. Do
you ship outside the United States?
A. We
currently ship via to over 70 countries and territories outside the U.S. via FedEx International Priority. International shipping rates apply.
Q. Will
you ship to any country?
A. We
are unable to ship to some countries. For a complete list of countries where we
ship, please click here.
Q. How
do I enter an international phone number?
A. You may
enter the phone number beginning with 011, without the plus sign.
Shipping
Charges
Q. How
much will I be charged for shipping?
A. We
offer four standard shipping services to choose from upon checkout: Ground,
Two-Day, One-Day, and International Priority. Shipping costs vary based on the
weight of your items and where they are shipped. The chart below will give you
an idea of what shipping will add to your total charge:
|
Shipping
Method
|
Base
Rate
|
Add’l
Per Pound Charge
|
Shipping
Location
|
|
Ground (3-4 business days)
|
$8.00
|
$0.50
|
U.S.
|
|
Two-day (2 business days
|
$11.00
|
$1.40
|
U.S.
|
|
One-day (1 business day)
|
$15.00
|
$1.50
|
U.S.
|
|
International
Priority
|
$30.00
|
$5.00
|
Outside
the U.S.
|
Returns
and Exchanges
Q. What
is your return policy?
A. We
want to ensure that you are 100% satisfied with anything you receive from our
store, whether it’s a print or a non-print item. If your order arrives damaged,
the Condé Nast Store will gladly refund your money or replace the item within
30 days. If you ordered a non-print item, and that item is no longer in stock,
we will replace it with an item of equal or greater value.
Q. How
do I return an item that is damaged or unsatisfactory?
A. All
returns are handled through our fulfillment center. To initiate a return, you
must first call our fulfillment center at 1-888-227-5306 to obtain a return
authorization number. Then return the product, along with a copy of your order
details, to:
Condé Nast Store Service Center
Attn: Returns Department
14-16 Thomas J. Rhodes Industrial Drive
Mercerville, NJ 08619
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Products
Our
Prints
Q. What
does the term “print on demand” mean?
A. When you
place your order for one of our photos, covers, or illustrations, the image is
then produced especially for you. Printing “on demand” means that each piece is
individually created, giving you the best reproduction quality available.
Q. How
are these prints created?
A. Each
custom-made print is reproduced using state-of-the-art digital equipment. The
Hahnemuehle fine art pearl archival paper is a fiber-based surface developed in
the tradition of the Silver Gelatin prints, the original gold standard of
archival photographic reproduction. The printers use UV-resistant pigmented
inks and stochastic screening, a process that produces a continuous tone image
by converting shading and colors into a random pattern. The result is smoother
flesh tones, finer details, elimination of moiré patterns, and a 15 percent
wider color range.
Our prints
are dried at least 24 hours prior to framing behind UV-resistant Plexiglas in a
temperature-controlled room set at 70 degrees Fahrenheit. Once it is matted and
framed, your exhibition-quality print will last more than a lifetime.
Q. Are
the original images on the covers available without any text (i.e., publication
name and date)?
A. In some
cases, yes. If you want an image without the cover text, but cannot find it on
our site in that format, please contact
customer support to see if it is possible to place a special order. We’ll
do our best to accommodate your needs.
Q. What
sizes of images are available?
A. Most of our
photographs and illustrations are available in three sizes: 12” x 15”, 16” x
20”, and 20” x 24”. (Several of our most popular are also available in 32” x
40”.) Most of our classic covers are available in two sizes: 15” x 18” and 17”
x 22”. These dimensions refer to the size of the photo paper on which the image
is printed and include a one-inch white border around the image.
Please note
that the sizes given above are for unframed images. The chart below gives
approximate sizes for framed images:
|
Unframed
Size
|
Approximate
Framed Size
|
|
>12” x 15”
|
16” x
20”
|
|
15” x 18”
|
20” x
24”
|
|
16” x 20”
|
20” x
24”
|
|
17” x 22”
|
24” x
30”
|
|
20” x 24”
|
24” x
30”
|
|
32” x 40”
|
40” x
48”
|
A limited selection
of vintage photographs from the Golf Digest Shop are available only in a 12” x
16” framed version.
To get a
better idea of what each of these sizes looks like in real life, click on “View
Frame Sizes” on the product detail page of any image.
Q. Does
my print come with any identifying information?
A. Yes.
Every print comes with a provenance label, printed on quality acid-free stock,
on the back of the print or frame. It gives the subject or a description of the
image, the artist, the publication for which it was created, and the date
published. This will help your print retain its value, as it will always be
identifiable as a work of fine art from the Condé Nast Collection. An extra
label is also included for your records.
In
addition, each print is accompanied by a letter from our Archive Director with
information on the history of the Archive and the process used to create your
work of art, along with instructions on how to care for it.
Q. Will
my print arrive ready to hang?
A. Yes. Your
framed print comes with hanging wire mounted to the molding and all the
hardware you need to hang your print right out of the box.
Q. How
can I take care of my print?
A. A few
simple practices can keep your print looking stunning for many years to come.
Keep your framed print dust-free by wiping it clean occasionally with a soft,
damp cloth. Do not use ammonia-based glass cleaner or a furniture polish
such as Pledge to clean it. This will cause the glass to cloud. In addition,
avoid hanging your print in direct sunlight or near heat sources, as this will
affect its integrity over time.
Framing
and Matting
Q. Can
you tell me about your framing options?
A. Our
frames are created by Larson-Juhl, one of the leading manufacturers and distributors
of picture frame molding and supplies. The frames feature finely stained,
translucent finishes that are renowned for their consistency. The Condé Nast
Store offers frames in several styles: Tribecca Box White or Black, Mahogany
Box, Eastlake Natural or Black, Ansley Mahogany, and Black or White Flat.
Q. How
do I select a framing option?
A. Once
you’ve found the image you want, you can choose from a variety of frame styles
and two different mat colors using our framing module. Click on any image
thumbnail to enlarge it and select “Choose Your Frame,” then click to select
the matting and frame of your choice. Alternatively, after you’ve added an
unframed image to your cart, you can go back and select framing by clicking
“Get It Framed.” You can even choose a background that matches your wall to get
a better idea of how the print will look in your home.
If you’re
just looking for a basic black wood frame and white mat, you can simplify the
process by clicking on the thumbnail on the image and select the framed option
in the appropriate size from our handy chart. Whatever you choose, you can
always view your cart and click “Edit Framing” to make a change before you
place your order.
Q. What
kind of matting do you use?
A. All of
our framed prints are first matted with an archival, acid-free, eight-ply
matting. You’ll have a choice between two different mat colors when you begin
to select your framing options.
Limited
Editions
Q. What
is a limited edition?
A. From
time to time, we offer limited quantities of particularly rare or unique
images. Limited editions are pre-matted and framed and typically come in a
single size only. Many discounts or promotions we offer on our prints do not
apply to limited editions.
For golf
lovers, check out the special Limited Editions category on the Golf Digest
Shop, where we occasionally have prints autographed by the game’s greats!
Non-Print
Products
Q. I’d
like to customize my Golf Digest pegboard. Can I do that?
A. We have
made custom pegboards for commercial businesses in the past. There is a charge
for this service that varies in price depending on the details of the order.
Please contact our licensing department at 212-630-2418 for more information.
Q. I’d
like to order a Golf Digest pegboard from a previous year. Are past years’
pegboards still available for purchase?
A. Please
call our licensing department at 212-630-2418 for availability information once
you are ready to order.
Q. Do you
offer Golf Digest books other than those that appear on the site?
A. No. What
you see on the site represents all the titles we currently offer.
Q. How
are the books on the Vanity Fair site selected?
A. The
books represent a range of titles authored by star Vanity Fair editors
and contributors in recent years. We don’t sell these books ourselves, but
instead direct you to purchase them on Amazon.com.
Q. How
are the DVDs on the Vanity Fair site selected?
A. These
classic movies make up Vanity Fair’s 50 Greatest Movies of All Time, as
published in the September 2005 issue. We don’t sell these books ourselves, but
instead direct you to purchase them on Amazon.com.
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My Account
Registering
Q. Am I
required to register to buy from your store?
A. No. You
can browse or buy without registering. However, registration will allow you to
create and store your own profile so that you will have access to your billing
and shipping addresses, as well as a history of previous orders, status of
current order status and tracking information for shipped orders. We do not
store credit card numbers.
Q. How
do I register within the MY ACCOUNT section?
A. To
register, follow these easy steps:
Step 1
Click “My
Account.”
Step 2
Fill out
the registration form by clicking in each box and typing in the required
information. Fields with a red asterisk beside them are required.
Step 3
Click
“Register.” You’ll receive an e-mail shortly with your user name and password.
You should see your name in the upper right hand corner of the web page,
welcoming you to the store!
Updating
Your Account
Q. How
do I update my profile or change my password?
A. Go to
“My Account” and log in using your registered e-mail address and password. Click
the “Edit Profile” button, enter any changes you would like to make, then click
the “Update Profile” button.
Q. How
do I set up my address book?
A. The
address book allows you to type in your address, or the address of the people
or companies you’re shipping to, just one time. It’s fast and easy to save your
most important addresses:
Step 1
Click on “
My Account” on the top navigational bar of the page.
Step 2
Log in with
your user name and password.
Step 3
Once you have
logged in you will see the “Address Book” section. Under that section, click
“Enter Now.”
Step 4
Begin
entering the name of the address file by which you wish to save the
information. For example, you could call the shipping address where you would send
items to your place of employment “Work Address.” This is how the address file
will be saved.
Step 5
Enter the
information you want to save for that shipping address. Fields with red
asterisks (*) are required.
Step 6
Click “Save
Address.” Your new address will appear to the left.
The “Edit”
buttons below all addresses will allow you to update your saved address
information as needed.
E-mail
Updates
Q. How
can I sign up for your e-mail list?
A. When you
register, make sure the box next to “Yes, I would like to receive e-mail alerts
about special offers from the Condé Nast Store” is checked. Unchecking it opts
you out of our mailing list. Or, you may type your e-mail address into the box
marked “Sign-up for e-mail promotions” on our home page at any time.
Q. Why
should I remain on your e-mail list?
A. We
periodically offer discounts and special incentives such as free shipping to
our regular customers. Getting our e-mail updates is an easy way to learn about
and take advantage of
savings.
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Where We Ship
- American
Samoa
- Andorra
- Anguilla
- Antarctica
- Antigua
and Barbuda
- Argentina
- Aruba
- Australia
- Austria
- Bahamas
- Bahrain
- Barbados
- Belgium
- Belize
- Bermuda
- Brazil
- Brunei Darussalam
- Canada
- Cayman
Islands
- Christmas
Island
- Cook
Islands
- Cyprus
- Czech Republic
- Denmark
- Falkland
Islands
(Malvinas)
- Finland
- France
- France,
Metropolitan
- French
Southern Territories
- Germany
- Gibraltar
- Greece
- Greenland
- Grenada
- Guam
- Hong Kong
- Iceland
- Ireland
- Israel
- Italy
- Jamaica
- Japan
- Jordan
- Kuwait
- Liechtenstein
- Luxembourg
- Malta
- Martinique
- Mexico
- Monaco
- Netherlands
- New
Zealand
- Norway
- Pitcairn
- Poland
- Portugal
- Puerto
Rico
- Qatar
- Reunion
- Saint
Kitts and Nevis
- Saint
Lucia
- Saint
Vincent and the Grenadines
- Samoa
- San
Marino
- Sao Tome
and Principe
- Seychelles
- Spain
- St.
Pierre and Miquelon
- Sweden
- Switzerland
- United
Arab Emirates
- United
Kingdom
- Vatican
City State (Holy See)
- Virgin
Islands (British)
- Virgin
Islands (U.S.
- Wallis
and Futuna Islands
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