Frequently Asked Questions
Welcome to our Frequently Asked Questions (FAQ) Database. We are currently building this database from a compilation of questions that have been asked of us in the past. If you cannot find your answer here, or if you think that something needs added to the list, please let us know!
Select a category to jump to that location in the FAQ.
Products
I don't see the product I'm looking for, do you carry it?
Everything that we carry is listed on our website. If there's something else that you think we should carry, please let us know.
How do you personalize the Starter Portfolio Book?
The books are personalized as shown in the photos, with a printed card that is inserted into a pocket on the spine of the book. You can put your name (or any other wording) on the printed card. There isn't a limit (within reason) on the number of characters--our art department can accommodate most requests.
Ordering
Will my order be subject to sales tax?
If your order is invoiced to a Pennsylvania address or shipped to a Pennsylvania address, then Pennsylvania State Sales Tax will be added to your order. Pennsylvania orders are also subject to 1% Allegheny County Sales Tax, regardless of your county of residence, because we ship from Allegheny County, Pennsylvania.
How do I cancel or change my order?
Please contact us right away! Cancellations or changes aren't a problem if your order hasn't shipped yet. If your order has shipped, we'll work something out.
Can my shipping address and billing address be different?
Yes. If paying by credit card, your billing address must match the address to which your credit card statement is mailed. If you have special shipping instructions, simply let us know when you place your order.
What is the Portfolio Mart return policy?
If you are not satisfied with your purchase, please contact us immediately. We want you to be happy! If necessary, returns are accepted for any sensible reason within 7 days, provided (1) you contact us before returning the item; (2) the item is returned in the same condition as sold; and (3) you, the buyer, bear the cost of the return shipment. Once we receive the item, we'll refund the original item price. We do not refund shipping and handling charges.
Shipping
When will my order arrive?
Once your order is received during our regular business hours and your payment is processed, your package will be shipped from Pittsburgh, Pennsylvania, on the next business day by 5:00 PM Eastern Time. In the rare instance that your item is not in stock, or if there is any problem with your order, we will email and/or call you right away. For in-transit times, there are two types of orders:
USA Domestic Orders: If you have a USA zip code, your order will be shipped via Priority Mail by the US Postal Service. Orders within the 48 continental states generally take 2-3 business days. Alaska & Hawaii addresses usually take 3-5 business days. Guam, US Virgin Islands, Puerto Rico and APO/FPO addresses usually take 5-10 business days.
International Orders: We ship via the United States Postal Service by Priority Mail International or First-Class Mail International. Your package will be transferred to your country's postal service and it may get delayed in customs. There are many variables that affect the transit time of your order, but here are some of our experiences:
Canada: 3-8 business days.
Mexico: 4-8 business days.
United Kingdom: 5-8 business days.
Europe: 6-10 business days.
Asia: 6-12 business days.
Australia: 6-12 business days.
Can I expedite my order and get it faster?
Yes. If we receive your domestic order and payment on a business day before 12:00 Noon Eastern Time, it can be shipped the same day via Express Mail, which offers overnight delivery to most continental US locations. There is an extra charge for this service, so your order must be placed by telephone and paid via credit card or PayPal.
What is the cost of shipping?
Shipping for USA orders is calculated in the shopping cart and is based upon the total weight of your order.
Which shipping carrier do you use?
All of our orders are shipped via the United States Postal Service. We do not ship by any other carrier. We cannot ship any packages using your account numbers with other carriers.
What method do you use for shipping?
Orders for single books are shipped via Priority Mail by the US Postal Service. Orders for multiple books are occasionally shipped via Parcel Post. Portfolio books do not qualify for USPS Book Rate or USPS Media Mail.
Will I need to sign for my package?
No. Please note: If your mailbox is too small, your postal carrier might leave your package unattended in a public area. This is especially important if you live in an apartment building or rural area. If this is a concern, you may want to leave a note with instructions for your postal carrier. We are not responsible for the loss of unattended packages.
Payments
When will my credit card be charged after I place my order?
We do not use automated real-time online credit card processing. Your credit card will be charged after our customer service department has reviewed your order during our regular business hours.
Can I pay for my order offline?
Yes. There are two ways to pay offline:
Credit Card by Phone: Place an order, selecting "I will call with payment information." No online credit card information is required. Then you can give us a call (Monday - Friday) between 8:30 AM and 4:30 PM Eastern Time at 1-866-666-7933 (toll free).
Money Order by Mail: Place an order, selecting "I will send a money order." No credit card information is required. You can mail your money order to: Portfolio Mart, 605 Shaffer Avenue, Elizabeth, PA 15037-1843. Please remember to include your order number with any mailed payment.
Can I use two credit cards on the same order?
If you need to use two credit cards, simply call us and we'll take your order by telephone (Monday - Friday) between 8:30 AM and 4:30 PM Eastern Time at 1-866-666-7933 (toll free).
International Orders
Do you ship internationally?
Yes! But our online shopping cart won't accept your order. There are many variables that need considered for international orders, and our automated shopping cart system can't keep up. Please send us an email and our customer service department will respond with a personal price quotation. You will also receive a link to your personal shopping cart page so that you may place your order and enter your payment information via our secure server.
Wholesale Orders
I need multiple books for my clients. Do you offer discounted pricing?
We can provide discounted pricing to photographers, modeling and talent agencies, and schools. All wholesale orders are individually quoted, and are based upon your volume and location. To qualify for wholesale pricing, you will need to provide some sort of evidence that you are an established business (a verifiable business telephone listing, a commercial website, or a state sales tax ID number). Please call 1-866-666-7933 (toll-free USA & Canada) and let us know who you are! We'll be happy to discuss your requirements.
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