FAQ | The Family Tree Co.

FAQ

Where is your product made and printed?
Where is the framing made?
What timber do you use for your framing?
Why don’t you use glass in your framing?
How long are your prints guaranteed to last?
How do I frame my print?
How do I handle my print when it arrives?
Who has designed your prints?
What if my order is not a design that I ordered?
Do you accept international orders?
Is my transaction secure?
What payment method do you offer?
Can you explain The Family Tree Company pricing?
Can I cancel my order?
Are you Australian?
How accurate are your photographs to the actual final product?
Why is your shipping lead times so long?
What is your Order Policy?

Where is your product made and printed?
All our prints are made and printed in Melbourne. We like to support our local business’. For returns, the customer is responsible for the cost  of shipping the items back to us. For damaged or incorrectly sent goods, please provide a photo of the items and we will initiate an exchange on our behalf. Returned or exchanged items must be damage-free and in the original packaging. When we receive the items and confirm that they are damage-free, we will issue a store credit or refund for the item amount only or send you a new product for exchanges. Sale items are final and may not be returned or exchanged.Refer to 'Terms & Conditions', for further information. Refund & Exchange is not guaranteed and is subject to our review of the returned product.

Where is the framing made?
All our frames are made right here in Melbourne. We wouldn’t have it any other way.

What timber do you use for your framing?
All our frames are handmade, made to order from Australian Hardwood.

Why don’t you use glass in your framing?
We use a UV Perspex. It is the best solution as to not change the colour of your print, and most importantly won't break when delivered.

How long are your prints guaranteed to last?
All our prints are 100% archival grade quality! Made from 100% cotton rag paper from MOAB from some of the Americas finest paper mills. We believe this is what makes the Family Tree Company prints so special and unique.

How do I frame my print?
If you have chosen not to have your artwork framed with The Family Tree Company we recommend arranging framing as soon as possible using an acid-free matt board and UV-blocking acrylic to protect your artwork. However, we recommend that you keep your artwork in the tube provided until you are ready to have it framed for display. Nonetheless, the Family Tree Company cannot be held responsible for prints left in their tubes for extended periods of time.

How do I handle my print when it arrives?
It is important to avoid touching the print directly as oils and dirt from your hands can damage the artwork and rough treatment can scratch and harm the pigment. In saying that, we have provided you with your own set of cotton gloves to minimise the potential for permanent damage from skin contact or accidental scratched, it family after all so handle with care.

Who has designed your prints?
All our prints are designed in-house right here in Melbourne,  unless we collaborate with other talented designers both here or globally.

What if my order is not a design that I ordered?
Customer satisfaction is of the utmost importance to us, so please contact us if you have any issues with the goods you have ordered. Returns and credit notes are accepted within 7 days from receipt of the item.

Do you accept international orders?
No, we don’t accept international. We are working hard to introduce International shipping. If you would like to be contacted for when we start shipping internationally please sign up on enquire@thefamilytreeco.com We will be sure to keep you posted on any updates.

Is my transaction secure?
We take the upmost care with your privacy, and we do not store your credit card details used on this website portal. All our payments are processed through a secure server using Secure Sockets Layer (SSL) encryption technology, and PayPal one of the most trusted global payment gateways, only sharing your order details and not credit card details. Only your personal information is stored in a protected and secure manner and is used only for the purpose for which you provided it.

What payment method do you offer? 
We accept PayPal, Visa and Mastercard. When making payment, please ensure that you enter your details correctly and that the name on the credit card used matches your billing address on the order. If your details do not match the Card holder, we may reserve the right to cancel an order. Please ensure that you provide The Family Tree Company team with your contact telephone number in the event that we may need to get in touch with you.

Can you explain The Family Tree Company pricing?
All prices, charges and transactions are shown in Australian Dollars (AUD) and include 10% GST. We reserve the right to change prices without prior notice.

Can I cancel my order?
Because The Family Tree Company starts to produce a unique, custom made product to your specifications immediately upon order receipt, we do not offer cancellations. You will receive a PDF proof of depicting the final product for your approval. Once (a) payment is made, and (b) you approve the PDF proof for us to proceed to print, then all orders are final.

Are you Australian?
We are proud to say that all our products are made and designed in Melbourne Australia. We have strong relationships with our suppliers and are part of our extended family. It is one of our core values to support Australian business' and supply chains. We hope that you share the same values as we do and continue to support The Family Tree Company.

Are you environmentally friendly?
Wherever possible The Family Tree Company endeavour to use environmentally friendly production techniques and are mindful when adding new suppliers to our process.

How accurate are your photographs to the actual final product?
We at The Family Tree Company have colour corrected the photography to match actual product colours and PMS colours. Our products are printed using a 12 colour printing process used in high-end photography for the largest brands around the world. With a design background, we use the best post production experts to ensure that the colour is a true replication of the final product. Slight variations in colour can occur due to computer image quality and screen settings. Colour can vary between PC to Mac users and also the quality of your actual screen. Every colour monitor will vary.

Why is your shipping lead times so long?
Due to the nature of The Family Tree Company product, no two prints are the same and require the upmost care to produce our prints. We are very big on quality and providing a product that is guaranteed to last 100+ years. In saying, this craftsmanship takes time. We ship our orders out between 4 to 6 weeks. We will endeavour to have your orders shipped out quicker we specify where possible. You will be kept up to date on when your order is dispatched so you can keep an eye out for when it will be delivered.

What is your Order Policy?
Receipt of an electronic order or another form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The Family Tree Company reserves the exclusive right at any time after receipt of your order, to accept or decline your order for any reason, at our absolute discretion. The Family Tree Co. also reserves the right at any time after receipt of your order and without prior notice to you, to supply less than the quantity you order for any time. Your order is deemed accepted by The Family Tree Co. upon our delivery of products that you have ordered. We may require additional verifications or information before accepting any order.