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FAQs

General Questions

 

Do you sell prints or actual, three-dimensional artwork ? 

All pieces shown on Pheromonedesign.com are actual three-dimensional specimens hermetically sealed in our handmade, museum quality shadowbox frames.   There are outside galleries and retailers that sell prints of my photographs.  To purchase prints, click here.

 

Are the specimens real?

Yes, every piece we sell contains real, natural, professionally preserved specimens.

 

Are the colors natural?

The short answer is yes, they are.   There are very few instances where I have to restore color.  In the cases where I do, it is almost always where you would least expect it.  For example, most leaf mimic insects fade quickly once they die, so we restore their original green.  The tropical fish and a few of of the reptiles can lose some color in the preservation process, so color restoration can be necessary in those instances.

However, it is the brilliant, gaudy, metallic coloration seen in our beetles, butterflies, crystals, birds, feathers and other artifacts that seem like they have to be artificial.  These are NOT enhanced but are completely natural.   Out of the millions of species on the planet, I usually only choose to work with those that have an amazing color story to tell.

 

How and where do you get the specimens?

Specimens are reclaimed, bred or harvested from dozens of countries on every inhabited continent. Our vertebrates are always reclaimed organisms that come from institutions and breeders here in the U.S. after they die of natural or incidental causes.   My work preserves for generations what would otherwise be discarded and lost forever.  The invertebrates are sustainably collected in their various countries of origin – offering local catchers a powerful financial incentive to protect and guard their habitats to ensure the continued survival of the very species they collect. To learn more, please click here to visit our Environmental Effects page.

 

How long will the artwork last?

Christopher Marley artwork is guaranteed for life against infestation as long there is no damage to the frame which would indicate abuse to the piece or compromise of the seal. Because the coloring is natural, we can’t guarantee against color fading or morphing.   To minimize change in coloration, pieces should not be hung where they will be exposed to direct sunlight.

 

What is the lead time?

Each piece is framed in our Oregon studio to your specifications (please choose from our framing options when ordering).  Please allow 4-6 weeks production lead time (subject to change as order volume increases).  Shipping transit times will vary by destination and method (larger items may need to ship on a pallet to ensure safe arrival). Rush orders may be possible for an additional fee. Please contact our office with any questions or to confirm the current lead time.

 

What if the artwork arrives damaged?

Don’t worry, we guarantee your artwork will arrive in undamaged condition.   Please click here for full details and instructions on how to report and return damaged artwork.

 

Do you have a catalog?

Pheromone’s website acts as our catalog. Users can search by line, product, size and more using the drop-down menus or search bar tool located in the upper right-hand corner of the page. Users who have qualified for an account will be provided with a username and password to log in to view pricing and availability.

 

Can you customize pieces?

In general, customization requests are not considered. However, a request can be presented to Christopher Marley for pricing, lead-time and confirmation. Custom artwork by Christopher Marley will be priced accordingly and lead-times increase significantly. Custom artwork is always prepaid, non-refundable and non-returnable.

 

Account Questions

 

How do I create an account?

Both new and existing customers will need to apply for an online account via our website in order to view pricing and submit Purchase Orders. To apply: click “Wholesaler Login”  located in the upper right hand corner.  At the bottom of the drop down window that appears  is “Apply For Account” – please click here and then fill out the appropriate information to submit the form.

Upon submission of the application, you will automatically receive an email with username and password. Please check your spam/junk ! Nearly all of these automated emails end up there. Once your account has been approved (usually within 1-2 business days) you will receive another email notifying you of your activation and providing more information regarding lead times and Pheromone policies.

 

I forgot my password; how do I reset or change it?

If you have been set up with a wholesale login, this information will be emailed to the address provided when your account is approved. Please archive this email for future need. If a your password must be reset, please contact Customer Service at 503-990-8132 or email [email protected].

 

Ordering Questions

 

When is payment processed?

Your card will be processed for 20% of the order total before the order is placed into production. The remaining balance (plus any shipping charges) will be processed once the pieces are complete and ready to ship. If an item is temporarily unavailable, you will not be charged for the back-ordered item until it ships. Pheromone honors all back-orders if/when possible. If you do not want your back-ordered item(s), you must cancel in writing by fax or email before it ships.

What is your tax policy?

Christopher Marley’s studio is located in Salem, Oregon. The state of Oregon does not have a general sales tax (or a use/transaction tax).

How do you confirm that you have received an order?

Orders placed at www.pheromonedesign.com are submitted as purchase orders. Received orders will be entered as a Sales Order and emailed to customers with a Credit Card Authorization Form. Orders will not go into production until a payment method has been provided.  A delay in providing payment information means a delay in receiving your order.

Do you accept hold-for-confirmation orders?

Yes, we do. hold-for-confirmation (HFC) orders written at markets or with Pheromone Account Managers will remain valid for up to 30 days unless a future ship date is specified. HFCs are entered as quotes and will be cancelled without notification after 30 days.

 

What does an item added to cart that shows “zero” stock available mean ?

You may still place items that are currently unavailable in your cart and purchase as you would any other item. You will be notified via email when/if the item is in stock and ready to ship. You will not be billed for the out-of-stock item until it ships. Back-ordered items remain on order unless you request in writing for them to be removed.

What is your order change or cancellation policy?

Pheromone is a custom art production company. Orders must be confirmed with payment method provided. All orders are produced on a first-in, first-out basis. Add-ons, changes in framing and cancellations of pieces must be reported to Pheromone within 2 weeks of order placement and may delay completion of an order.

Deposits will not be returned but may be applied to future orders or reduced by the net of any actual costs related to the cancellation, at Pheromone’s sole discretion. Cancelled orders may result in a 20% re-stocking fee. Pheromone reserves the right to cancel orders or terminate relationships at our sole discretion, at which point your deposit will be returned within thirty (30) days.

 

What is Pheromone’s return policy?

Please see our Terms & Conditions page for information regarding our return policy.

 

Shipping Questions

 

What shipping options are available?

Pheromone utilizes UPS Ground or appropriate LTL freight services. Pheromone shipping rates are discounted from published UPS shipping rates. Customers with their own UPS or FedEx Small Package and/or Freight Account Shipping are welcome to provide their account information to be charged directly. All charges will be added to your invoice prior to shipping. FedEx shipments will incur an additional $6 pick-up fee per package.

We make every effort to ship your order in one shipment. However, shipments requiring multiple packages or back-ordered items may be shipped separately. Once your order is complete, you will be emailed a copy of your paid invoice and tracking number(s). Note: If you are sending to a residential address there is a residential delivery fee, assessed by UPS.

 

Do you offer expedited shipping services?

Expedited shipping is available upon request. In some cases, an expedite fee in addition to applicable expedited shipping charges will apply.

Do you offer drop shipping services?

Drop-Ship Service may not be available to all clients in all areas. Please contact our office for exclusions, conditions or additional information. As a general rule, the following fees apply:

$8 per piece: 8×10 — 16×20 pieces

$17 per piece: 20×24 — 24×30 pieces

$20 per piece: Pieces larger than 24×30

 

 

Are there any restrictions on U.S. State-to-State Sales?

Pheromone artwork features natural specimens, all of which have been obtained after receiving the proper permits for importing and exporting. While Pheromone guarantees that it will not import or export any species without proper Federal and foreign permits, we cannot and do not monitor every  State’s individual Fish and Wildlife laws. It is the responsibility of the purchaser to ensure that their state does not have rules prohibiting the purchase (or sale) of certain specimens.

 

Can you ship internationally?

Yes, Pheromone is able to export artwork. However, because the artwork contains natural specimens, all export shipments containing ‘wildlife’ (all but our minerals and fossil pieces) must be inspected and cleared by a U.S. Fish & Wildlife Agent at the port of export. The only shipments that would not require inspection are those which contain ONLY minerals and fossils. In addition, due to current restrictions on the export of all parrots and related products, Christopher Marley’s feather mosaics cannot be exported (though all feathers are naturally shed by captive-bred birds). A few other specimens are also restricted from export: all “Birdwing” Butterflies and certain Avian and Serpent specimens. Please contact our office if you have questions or to request additional information.

Pheromone is required to complete electronic declaration forms and have each shipment containing wildlife (shells, insects, etc.) inspected by a U.S. Fish & Wildlife agent at a designated port prior to export from the U.S. There is a $200 inspection/document processing fee per shipment (not per piece) which may be subject to change based on individual order requirements.

Shipments may need to be held for up to two weeks at the port of export while awaiting inspection and must not leave the country until the shipment has received a “cleared” status.  Customers with their own freight forwarders or who consolidate purchases for export purposes are welcome to submit their contacts for us to work with in preparing the shipment.

Customers who prefer to have Pheromone handle their export must provide a final destination ship-to address in order to receive a door-to-door quote from our International Logistics Team.

Pheromone holds the necessary export permit through U.S. Fish and Wildlife to export artwork and will provide scientific names of specimens to the customer for import purposes, however it is the customer’s responsibility to check with their local government and determine whether there is any additional documentation or paperwork required to import Pheromone artwork into their country. All import tax/duty and other related expenses/documentation are the responsibility of the receiver.

Pheromone’s lifetime warranty applies only within the U.S. due to stringent import/export requirements. Exceptions or exclusions may be considered on a case-by-case basis. Please contact our office at 503-990-8132 or email [email protected] if you have questions or require further information.