Please see our Policy page to get detailed information about important company Policies.
How to place an order?
Orders can be placed through your local Sales Rep, please go to our Sales Rep page to get the contact information for your local rep or give us a call at 1-800-667-7296. Orders can also be placed online through the customer's online account or PO's can be sent to email@example.com.
Who do I submit a PO to?
All PO's must be sent to your local sales rep or to firstname.lastname@example.org. PO's can also be faxed to 905-335-7966.
Can I place an order through my Celadon Art online account?
Yes, you can place an order through your online account.
What happens after I place an online order?
Online orders are sent directly to order desk to be put into our internal system. Any changes to an order should be sent to email@example.com with a reference to the web order number.
When is my credit card charged when I place an online order?
Canadian customers are charged the full amount of the order including freight once the order has been produced and packed.
US customers are charged a 50% deposit on an order before it goes into production and the remaining balance and freight are charged when the order is complete and ready to ship.
The above also applies to PO's submitted directly to order desk or to a sales rep.
How do I place an online order for pick up?
The customer must specify in the special instruction section of their order that they want to pick up their order from Celadon Art. If pick up is not specified on the order, we will pack it for shipping - a $20 unpacking fee will be charged if the customer does not want the order shipped after it has been packed.
How will I know when my order is ready for pick up?
When your order is ready for pick up Reception will call and arrange a date and time for pick up.
When is Celadon Art open for pick up?
Celadon Art is open Monday to Friday 9 am - 5 pm.
Pick up of artwork can be arranged from 9 am - 4 pm.
How will I know when my order is ready to ship?
Since all our products are made to order, our lead times vary throughout the year. It is best to call or email Celadon Art to find out what our current lead time is.
Canadian customers are contacted when their order is ready to ship. Canadian customers are mailed their invoices.
US customers are sent an email with a copy of their invoice and the tracking number for their shipment.
How do I communicate to Celadon Art if my order needs to be received by a particular date?
Ship by dates must be included in the notes of online orders or on PO's submitted to a Sales Rep or order desk. Celadon Art or the Sales Rep will notify the customer within 48 hours if a deadline cannot be met by the current production schedule.
Can I check the status of my order online?
We do not update order status online.
How do I find out about the status of my order?
You can call or email us to check on the status of your order 3 - 4 weeks after placing the order.
Minimum orders for Canadian Customers?
For orders that are being shipped our minimum order amount is $500, orders under minimum are subject to a $35 under minimum fee.
Orders being picked up at Celadon Art do not have a minimum order amount.
Minimum orders for US Customers?
The minimum order amount for orders going to the United States is $1500, a $50 under minimum fee is applied to all orders under this amount. The $50 fee is to cover the customs and brokerage costs that we pay on all shipments - on orders over $1500 we absorb these costs.
Can I pay for my order with AMEX?
We do not accept AMEX, we accept Visa and Mastercard.
Can I pay for my order with e-transfer or wire transfer?
No, you cannot pay for your order with an e-transfer or wire transfer.
Can I order just the prints?
Our designers at Celadon Art strive to create unique art pieces taking into consideration the frame, matte, etc. We do not sell our prints on their own because we want to make sure that our work is showcased in the best possible way.
Can the public purchase Celadon Art products?
Celadon Art is a manufacturer and wholesaler we do not sell to the public.
Does Celadon Art carry stock?
Celadon Art manufactures all artwork to order, we do not carry any stock.
Can I customize Celadon Art products?
Yes, we can provide price quotes for size changes and frame changes on our products. We can also print most of our products on Canvas or Acrylic. Our maximum glass size is 40 x 60 inches, any pieces larger must be made on canvas or acrylic. If a piece is customized and you would like to re-order the same custom piece, you must specify the customizations every time you re-order.
How long does an order take to produce?
Lead times vary throughout the year, please call or email us or your local Sales Rep to find out what our current lead time is on orders.
How do I find out if I have a Sales Rep in my area?
Please click on the Sales Rep tab at the bottom of our website home page to be directed to your local sales rep.
How do I apply for Terms with Celadon Art?
First orders with Celadon Art must be paid for with a credit card. After the initial order, customers may apply for terms. Please email firstname.lastname@example.org to get an application form. Celadon Art reserves the right to decline and application if references are found insufficient.
Please see our Shipping page to get detailed information about shipping rates and fees.
How much is shipping?
Due to the widely varying nature of our product dimensions and the infinite combinations in which they can be ordered it is impossible to provide a pinpoint shipping cost. Please look at our shipping tab on our website for more detailed information on shipping.
How do I get a freight quote?
If you require a freight estimate to the United States it is best to email us after placing your order at email@example.com. We will send you a freight estimate within 48 hours, excluding weekends.
Orders to the United States are based on the total weight of the shipment and have a minimum freight cost of $187 - $245 depending on the area being shipped to.
Orders within Canada are calculated based on the weight, dimensions, and number of boxes in the shipment. Estimates are difficult to calculate because of all the variables of the order; however, based on our 35 years experience in the industry the cost of shipping is typically between 10-20% of the order amount.
Does Celadon Art drop ship?
Celadon Art does not drop ship for Retailers.
We can ship orders for designers to their project site; however, there are additional costs for this. The shipping company charges extra fees for residential deliveries and locations without loading docks. If the drop ship order is under $1500, then Celadon Art charges the $50 under minimum order fee (explained above) as well as a $25 packaging fee for small orders that require extra packaging.
Does Celadon Art provide tracking numbers for shipments?
US customers are provided with their tracking number via email the day after their order leaves our warehouse.
Canadian customers must call or email to request their tracking number.
Can I use my own shipping account for orders?
Canadian customers may use their preferred shipping company; however, all the arrangements for pick up and delivery need to be made by the customer.
US customers may use their preferred shipping company; however, all the customs paperwork and brokerage fees need to be arranged by the customer.
Why do I need to provide my Federal Tax ID number?
US customers need to provide their Federal Tax ID# at the time of setting up their trade account. We require a Federal Tax ID (also known as an Employment Identification number, EIN) for identification purposes on the customs paperwork that needs to accompany every shipment.
What is a Federal Tax ID#? Why is it different from my State Tax and Resale number?
A Federal Tax ID ( also known as an Employment Identification number, EIN) is a federally issued number for your business. It is a nine-digit number in this format xx-xxxxxxx. State tax numbers and resale numbers cannot be used for identification on customs paperwork - these are state-issued numbers.
What if I don't have a Federal Tax ID number?
If you are the sole proprietor of your business and you do not have a Federal Tax ID#, then we would need to use your Social Security number for identification on the customs paperwork for your shipment.
How do I report a damaged shipment?
Damage claims must be submitted with images of the boxes and Artwork within 2 business days of receiving the shipment. Please send images and information about the damaged shipment to firstname.lastname@example.org.
How does Celadon Art handle damage claims?
Celadon Art in some cases, will cover the cost of having damaged artwork repaired at a local framer - this applies to broken glass or damaged frames. If the damage is too extensive and the print itself is affected, then Celadon Art will send a replacement. Repairs need to be quoted and sent to Celadon Art for approval, the customer is credited once the invoice is received. If a customer is unable to have the damaged artwork repaired locally, then the customer will be issued a credit onto their account for the artwork.
Do I need to return damaged artwork to celadon Art?
If we are replacing a damaged piece, then the original damaged artwork needs to be destroyed and images provided as proof. Please send these images to email@example.com.
How long do I have to report a damage claim?
Celadon Art requires damage claims to be reported within 2 business days of receiving the shipment.
How do I handle items received with a defect?
If a customer receives an item with a small defect on the frame or print, then Celadon Art will issue a discount on that item. Please note that this is left to the discretion of Celadon Art. Defective items must be reported to Celadon Art within 5 business days of receiving the shipment. We do our best to maintain a high standard of quality control, but everything is hand made and small defects may accidentally be missed. Replacements are not issued on items with small defects.
What do I do if I have trouble logging into my online account?
Make sure that when you are logging into your account you are clicking on the 'I am not a robot' button. If you continue to have issues please call or email firstname.lastname@example.org.
If you created a login before July 2018, then it is possible that you do not have an account on our new website. When we created our new website we were not able to transfer the online accounts from the old website. Please try your login and password, if the error message says that the system does not recognize the email address then you need to re-register for an online account.