Customer Support : Frequently Asked Questions

Browse F.A.Q. Topics

Additional Questions

  • Have a question that we didn’t answer?

    Contact us 24/7 at shop@neuegraphic.com. Our online shop open 24/7, however our lovely staff off to having wonderful life after 5 pm, and will get back to you on the following days at 9 am. Anyhow, we will get back to all your inquiries as soon as possible.

General Questions

  • I do not have a PayPal account. How?
    We accept PayPal and Major Credit Cards checkout. You are not required to have a PayPal account to make payment. Although if you already have a PayPal account you may use it.
  • Can you ship to P.O. Box address?
    We do advise that the customer does not attempt to have our prints sent to a P.O. Box address. Over time, we have realized that many unnecessary damages occur this way. If you have a P.O Box address, our best suggestion is to have the poster sent to a friend, family, or accepting work address!
  • My poster arrived damaged. Now what?
    We pack our posters in rigid mailer, or bend proof tubes, to make every effort to ensure a safe delivery of our products, but on occasion mail couriers do manage to completely destroy them. If you've received a poster that has sadly suffer a deathly damage while in transit, please email us a clear picture of the damage at shop@neuegraphic.com within 10 days of receiving it and we'll send out a replacement forthwith.
  • Do you offer wholesale?

    Yes. Please contact me for wholesale inquiries.

  • How do I find out when NeueGraphic release new merchandise?

    Follow us on Twitter, friend us on Facebook, or sign up for our email newsletter and you'll be the first to know every time we have something great to tell.

  • Will you produce a custom poster?

    Depends on the requirement, it's quite expensive for us to produce a one-off design. All the same, email us at shop@neuegraphic.com and we'll happy to discuss the matter with you.

Product Questions

  • Is your poster come with frame or matt?

    All of my standard prints sold unframed (unless products listed as framed artwork). Our print sizes can be fit into the most common frame sizes to make it easy for framing and inexpensive as possible.

  • Do you sell framed Posters? Or framing services?

    Yes! Soon we will offer framed posters shipped from our fulfillment center at Los Angeles! Products will be listed once it's ready, do check-us back often for new products! 🙂

Refunds And Exchanges

  • How do refund work?

    Because each item is custom printed for you, we're unable to offer returns/refunds. We triple check every step along the way to guarantee their quality. If there is a physical defect in the print however, we're happy to replace it for you. Please keep in mind the color variation between web and print and from monitor to monitor. If you have any concern about an item before purchasing, do not hesitate to ask first!

Shipping Help

  • What’s the deal with shipping?

    All standard prints are shipped within 3 workings days of purchase, this not include large poster sizes 16x20" and above which we need extra day for production, and also not included any personalized prints that require your approval may need few days to design.

  • When will my order arrive?
    Domestic packages within the Malaysia generally delivery in 3 business days. International delivery time is around 15–21 business days, and depend on customs clearance and other delivery condition.
  • How will my prints be packaged?

    • Prints sized up to 12x16" will be packaged in a cello sleeve, backed with study cardboard, and shipped flat in a rigid mailer.

    • Prints and posters 16x20" and larger will be wrapped in cello sleeve and shipped in a rigid bend proof tube.

  • What shipping service do you use?
    All standard prints are shipped from Malaysia Via Register Air Mail. For International customers we do offer FedEx Priority Mail (delivery time 3-5 business days), may be selected at checkout for an addition charge. // New// Soon we will have a fulfillment center at Los Angeles that will be made and shipping our original poster (In specific of large size and framed poster) throughout Europe. This will shorten delivery times!