Frequently Asked Questions

If you can’t find your answer here, please contact us.


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 stock is listed on our website. Portfolio Mart can also custom manufacture portfolio books in many other styles and colors. Please submit an Inquiry Form for a quotation on special orders.

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.

What is Vinyl Cold Crack

Sheet vinyl becomes stiff and brittle when exposed to cold. So much so, that the material may actually crack or split if knocked. This effect is called ‘cold crack’. Most of the year, this is not a concern. However, during the winter, when the temperature drops, the possibility of cold crack rises.

The problem occurs when model portfolio books made from sheet vinyl are left in cold temperatures for an extended period of time. The containers chill, and if they are dropped or knocked when still cold, the spines or edges of the portfolio books split. So an enthusiastic courier on a cold winter morning could unknowingly cause damage to your order. If the portfolios are allowed to warm up before moving them, they are fine.

What does Portfolio Mart do to help prevent the issue?

· We delay shipment during extremely cold weather. This is the most effective prevention. Holding your order until the transit route is above freezing temperatures avoids the issue entirely.
· We use double-walled boxes in the winter and line the boxes with bubble wrap for all orders prone to cold crack. This helps insulate your portfolio books against the cold.
· We mark all boxes ‘fragile’ to alert the courier
· Our facility is kept warm to ensure all products that leave our site are in pristine condition. We take care in manufacturing the highest quality products and strive to have them arrive in the same condition as they left us.

What can you do when you receive your delivery?

· When your product arrives, take note of any visible carton damage before accepting your shipment. How the product was handled during transit is the determining factor as to whether cold crack will occur.
· Let your delivery warm up before unpacking. We suggest that if your shipment arrives and the boxes feel cold then handle carefully and store them at room temperature for at least 12 hours before opening the container. This will give the vinyl sufficient time to return to room temperature.

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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 6% 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. A separate shipping address can be entered during checkout. When your order is processed during our regular business hours, we will need to verify your order by contacting the cardholder. In some cases, this may delay the order processing if we are not able to reach the cardholder immediately. Don’t worry though, if we did miss you, just get back to us so we can ship your product promptly.

Returns

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 30 days, provided (1) you contact us for a Return Authorization number 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 cannot refund shipping and handling charges.

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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 US Eastern Time. Orders are shipped by your chosen service level via the US Postal Service. 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.

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 1-2 day delivery to most US locations. Before ordering, please call (412) 436-0343 to confirm exact delivery schedules.

What is the cost of shipping?

Shipping for USA orders is calculated in the shopping cart. It is based upon the total weight of your order and the distance that your package will travel.

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?

The shipping calculator in our online shopping cart will display all of the postal options that are available, depending upon your location and the weight your order. Portfolio books do not qualify for USPS Book Rate (for libraries) or USPS Media Mail (for educational materials).

Will I need to sign for my package?

Regular orders do not require signatures. Exception 1: Orders for multiple books with a total value over $100 USD will require a signature. Exception 2: Express Mail orders require signatures. Exception 3: International postal systems and/or customs offices will usually require delivery signatures.

Unattended Packages

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, rural area or if your mail is delivered to a shared group of mailboxes. If this is a concern, you may want to contact your local post office and provide instructions for your postal carriers. We are not responsible for the loss of unattended packages. Portfolio Mart will not accept responsibility after the US Postal Service tracking information states that your package has been delivered, or that you have been notified of attempted delivery.

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Payments

What forms of payment can I use?

Our online checkout process accepts Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit or debit cards. You may also pay via PayPal, which allows you to make payments using a variety of methods including: PayPal Balance, bank account, credit card, PayPal Credit, and debit card.

Can I use any other payment methods?

If you need other arrangements, please contact us to discuss your situation.

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International Orders

Do you ship internationally?

As of August 15, 2018, due to an increasingly high volume of international orders that have been lost, delayed, damaged or stolen, Portfolio Mart no longer ships outside the United States or Canada. We only ship via the US Postal Service to verified addresses with a US Zip Code or Canadian Postal Code.

Can my order be shipped to a US Parcel Forwarding Company or Personal Mailbox Service?

Yes, but such orders are neither returnable nor refundable for any reason once the trackng information for your package indicates that it has been delivered to the address that you provide during checkout.

There is an excellent article here that discusses several parcel forwarding companies.

Will I have to pay customs fees or VAT taxes on my order?

Canadian orders will probably be charged customs fees or valued-added tax (taxes, duties, processing fees, brokerage fees, etc.) upon delivery. Unfortunately, Portfolio Mart has no control over these charges. Please be familiar with the customs fees or import taxes in your country.

The shipping charges you pay to Portfolio Mart do NOT include customs fees, import taxes, brokerage fees, or duties. If you refuse to pay the customs fees when your order arrives, the shipment will be returned to Portfolio Mart and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.

Portfolio Mart has no way of estimating your local customs fees, taxes, or duties. Shippers don’t have access to this information. Please contact your local customs office if you need to know more. Also, because we are a merchant, we are NOT able to mark orders as ‘Gifts’ for customers to avoid paying these fees.

It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment. Please be familiar with the customs laws in your country before you order!

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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 Federal EIN, a county business license, or a state sales tax ID number). Please contact us and let us know who you are! We’ll be happy to discuss your requirements.

Can you put my agency logo on the front of the book?

The only stock item that can be personalized is our Starter Portfolio Book, which utilizes a custom-printed spine insert. Many agencies provide this book to their new talent and we can incorporate your branding into the design for the spine inserts. Please contact us to discuss your needs.