FAQ's

We've organized our General FAQs into the following categories. If you can not find the information you are looking for, please contact Customer Service via phone at 1-800-223-9132 or via emailing customerservice@utrecht.com.

Ordering

Q: How do I cancel my order?

Please call Customer Service at 1-800-223-9132 to cancel your order. Because orders can ship the same day we receive them, the surest way to cancel an order before it ships is to speak with a customer service representative . Please do not contact us via email or fax to cancel an order. Our hours of operation are at the bottom of every page and here.

Q: How do I enter my Tax Exempt #?

We need you to fax us a copy of your Tax Exempt Form to 1-800-382-1979, if we do not already have it on file at our Corporate Office or in one of our stores. Utrecht will credit the tax upon receipt of the applicable tax forms. The tax exempt entity has to match the name and billing address and/or name and shipping address on the order in order to receive the credit.

Q: How do I return something?

If the item was damaged, all you need to do is call Customer Service at 1-800-223-9132 to arrange for a call tag or replacement within 30 days of delivery. If you ordered the incorrect art supplies or do not want a particular item, you need to send it back to us at your own expense to the address listed below for credit or exchange. (Please include your order # and the item you want in its place). Please note, upon receipt and review of the item(s) a credit may be processed for the item(s) only. For more information please refer to our RETURNS POLICY.

Utrecht Art Supplies Attn. Customer Service 1000 S. Linwood Road Galesburg, IL 61401-9010

Q: Do you charge Sales Tax?

Yes, by law Utrecht is required to collect sales tax on online art supplies orders shipped to states where there is a Utrecht retail art supplies store . You can use our retail store locator to determine if we have an art supplies store in your state. Remember tax is just an estimate and is subject to change based upon county and state.

Q: What States Do You Collect Tax For?

In addition to your actual shipping charges, the following states require tax to be collected on delivery charges as well as your product purchase amount:

• AZ
• MA
• NY
• CA
• MD
• OH
• FL
• MN
• RI
• GA
• MO
• UT
• IA
• NE
• WA
• IL
• NJ
• Washington DC
• IN
• NV
• WI

Q: How do I find out when a Back Order is due?

Call Customer Service at 1-800-223-9132. Back ordered artist supplies will ship out as soon as inventory is received.

Q: How can I find out about Educational Discounts for Primary and Secondary school art supplies?

Contact our K-12 Educational Representative at 1-800-257-1102.

Shipping

See our Shipping Information page for complete details of our shipping rates and policies.

Q: When will my order ship?

We typically process orders then pick, pack and ship in-stock merchandise within 2 to 3 business days of order receipt. Our warehouse is closed on weekends and holidays. Order processing and shipping times may vary during our busy periods such as the summer and winter Back to School periods or the November-December Holiday season.

The below color-coded map indicates the typical transit time for ground shipments from our warehouse in Galesburg, IL under normal business conditions. If you are concerned about getting a delivery on-time after reviewing this map or if you having trouble viewing the map, give Customer Service a call at 1-800-223-9132 to see if there is anything we can do to help you. Orders placed before 4:00 p.m. Central using expedited shipping will ship the same day.

Q: What is a Drop Ship Item?

A drop ship item is a product that ships from one of our factories or from a vendor's warehouse directly to you without coming to our distribution warehouse first. In our catalogs, we sometimes refer to these items as vendor direct items. In other words, drop ship items are not stocked in Utrecht's warehouse. Please contact our Customer Service Department at 1-800-223-9132, if you have any questions regarding a drop ship item.

Drop ship items typically take approximately two weeks for delivery Drop ship items have additional shipping charges. Drop ship items are shipped for curb side delivery or dock delivery only. Free shipping promotions do not apply to orders containing drop ship items. Restocking fees apply and shipping charges will not be refunded for drop ship items that are canceled after the order is received

Q: How Do I Change or Return a Drop Ship Item?

Please contact Customer Service if you want to change or return a drop ship item. They are happy to contact the vendor for you to notify them of the return and secure a return authorization number for you. Returns due to customer ordering error are the responsibility of the customer to return directly to the vendor using the return authorization number.

Drop ship returns due to customer error also incur re-stocking fees . These fees vary by item and can be as much as 20% of the purchase price. The fees vary because they are charges the vendors impose that Utrecht passes through to the customer. Shipping charges will not be refunded or reimbursed.

For more information on our shipping policies please visit our Shipping Information page.

Q: How do I receive free shipping on my order?

Free regular ground shipping applies to all online art supplies orders that total $119 or more after any applicable discount is applied and before any applicable tax is applied. Some restrictions apply.

Q: How do I know how much Expedited shipping costs are?

You can get real time expedited rates directly from our website. Simply add the desired items to your shopping cart and begin the checkout process. In the shipping method section of the checkout select the method you prefer and click the submit button. You will get a total price for your order including shipping rates and taxes (if applicable).

Q: What items can be shipped to Canada?

Only items marked with the NAFTA symbol are currently permitted to be shipped into Canada.

Q: What if my billing address does not match the billing address associated with the credit card?

To ensure your security we ask that the billing address matches the billing address where the credit card statement is sent. Please note, your order may be delayed if the billing name and address does not verify with the credit card company.

Security

Q: How do I know if the product I am ordering from your art supplies catalog is safe?

Go to our website's home page at www.utrechtart.com. Click on the link for MSDS Sheets (Material Safety Data Sheets) Find the product you are using and you can copy or print the MSDS sheet.

Q: Do you sell my name, address, phone number or email address to other companies?

Absolutely Not. Utrecht never sells our guests information to other companies or lists. Please visit our page on Your Privacy for more information.

Using this Site

Q: How do I place an order for art supplies online?

After registering, please follow the steps below:

1. Enter the item number from our art supplies catalog.
2. Enter in the quantity you want.
3. Click on Add to Basket
4. Enter additional item numbers for art supplies you want to order.
5. If you do not have the item number, go to section on the left side and look up the item by Brand or Category. Follow the above directions.
6. If you have not registered and are a new customer, you will need to fill in the Registration form with your name, address, and phone number, and choose a username and password.

Q: I forgot my username and password what do I do?

Just click on the icon if you forgot your username and password and you will be emailed this information shortly. If your email address changes since you originally registered, you must call Customer Service at 1-800-223-9132. Q: How can I be removed from your mailing list? Send an email to Customer Service info@utrecht.com requesting to be removed from our postal mailing list. We will remove your name promptly from our mailing lists.

If you wish to be removed from our email list, please log in to your online account and click the "Email Preferences" tab. Select the "Change Preferences" option to access and edit your email subscription status. If you do not have a registered account on our website, you may contact us by email at info@utrecht.com, by phone at 1-800-223-9132, or by mail at:

Utrecht Art Supplies PO Box 1267 Galesburg, IL 61402-1267

NOTE - requests sent to customer service to unsubscribe from our emails will take a little longer to go into effect as this is a manual process.

Q: Why is my cart empty when I view it?

Your cart may be empty for several reasons:

1. If you have registered an account on the site, you may not be logged in. Click to see if you are logged in. If you are prompted for your username and password, you are not logged in.
2. If a long period of time has gone since you created your cart, it may have expired.
3. You may have clicked the 'Add to Wish List' button instead of the 'Add to Cart' button.
4. You may have forgot to put the number of units you wish to buy in the QTY box before clicking the 'Add to Cart' button.

Q: How do I change my email address, mailing address or account information?

Updating your user account for online art supplies is very simple. Please follow the steps listed below:

1. Click on the My Account link at the top of the page.
2. Enter in your username and password
3. On the Account Dashboard, click the "Edit" button in the Personal Information section
4. Enter updated personal information in the fields you wish to change
5. Click "Save"

You can edit or delete saved shipping addresses as well by clicking the "Manage Shipping Addresses" button on the Account Dashboard.

Note - Changing your email address in the personal information section will change your login name only. To update the contact information for promotional emails, please send your old and new addresses to us at info@utrecht.com.

Q: How can I view my order history for purchases of art supplies online?

Viewing your Order History is very simple. Please follow the steps listed below:

1. Enter your USERNAME and PASSWORD at the top of the page.
2. Select the link for "Order Tracking"
3. Click on the Order you want to view information for.

Q: Can I Track my order for art supplies online?

Yes, we offer complete order tracking capability for registered users only. Please follow the steps listed below:

1. Sign into your account.
2. Click on the "Order Tracking" link.
3. Select the order you would like to track from the list.
4. Click on the tracking number link for real-time shipping information.