FAQ

ORDERING

I've forgotten my password. Where do I go to reset my password?
If you have forgotten your password please go to the sign in page and click on the ‘Forgotten your Password?’ link and follow the instructions given.

Do I have to create an account to place my order?
The easy answer is No. Although if you did want to create an account with Smash Crab you will be able to take advantage of the following benefits;
  • You will be able to create a Wishlist and save prints you love so you can keep track of the ones that may like to purchase in the future;

  • You will be able to manage and view your order history, account details and see your order status;

  • You will be able to request an exchange or return from your account and

  • You will also be able to save your address details so when you visit again your account will recognise you and your delivery address, less hassle and an easier checking out experience.

How do I find artwork?
If you know what you are after but cannot locate it, you can try either of the following ways to find that perfect art piece;

  • Using the Search tool button (top right on the Smash Crab website)

  • You are able to browse our menus: All, Art Collections, Best Sellers, Art Genre, Artists, Instagram and Clearance

  • If you need a little inspiration when deciding on the right art for you, pop over to the Instagram page (found in the main menu) 

Do you having a framing service?
The short answer is No. Currently all our prints can only be purchase unframed.  However watch this space we want to offer framing in the not to distant future.

How do I place an order?
If you have found the perfect art print you can click the artwork to view the details of that print, if you are happy with the details you can then select 
  1. Which size print you want for your wall 

  2. ‘Add to Cart’ button and keep perusing for additional artwork 

  • When you click on the Cart button (top right of the screen) you will be taken to the contents of your cart

  • You can change quantities or remove prints you have added to your cart 

  • You can see the costs for each item you have added to your cart and a total cost

  • When you are happy with your selections in your cart you can proceed to the secure check out to finalise your order 

  1. ‘Buy it Now’ button to immediately be taken to the checkout

Do you have a physical store?
We are an online store only.   Being a purely online retailer we can offer you more benefits and savings, we have lower overheads and can provide our customers with more nimble customer service and provide a wider selection of overseas art collections by your favourite artists.

Do you sell gift cards?
Yes we do.  Contact us at support@smashcrab.co.nz and we will organise your Gift Card for you.

Can I laybuy a print?
At the moment we do not have this service, but it is something that we want to provide into the future.

I have placed my order, what happens next?
Great! We will send an email to you confirming we have received your order

  • When your order has been dispatched we will send you a second email confirming this, along with a tracking number
  • If you need to track your order you will be able to do this once your order has been dispatched here https://www.courierpost.co.nz/track/track-and-trace/

  • Then one of our Courier Post couriers will deliver your print to your door

 

PAYMENT

What payment methods do you accept?
We accept the following credit and debit card payments;

  • Visa
  • Mastercard
  • American Express
How do I pay for my Print/s?
Once you have finished shopping and your ready to pay for your items click on the cart icon at the top right of the page and this will take you through to our secure checkout.
  1. This page will provide you with a summary of the items you have added to your cart. Here you can remove items and change quantities.  Once you are happy with your cart items, you will be asked to enter you contact details as well as your shipping address. Once you have filled in your contact details and shipping address you will need to click ‘Continue to Shipping Method’ to go to the next check out page.

  2. On the second check out page you will be asked to select your preferred shipping method.  When you have identified your shipping method and clicked on it, you will click the ‘Continue to Payment Method’ to proceed to the next page.

  3. On the final checkout page you will be asked to select your payment method.  On here you can enter your credit/debit card details on this page and once completed click the ‘Complete Order’ button. 

  4. Once you have completed the final checkout page you will be taken to the order confirmation page where you will see the confirmation that your order has been received by us and your payment has been successful.

How secure is my credit/debit card information?
We here at Smash Crab want you to have a hassle free experience with us, and it is of great importance to us that you feel safe and secure when providing any personal information within our store. 

Smash Crab uses Shopify for our checkout system.  Shopify provides us with a very robust system that meets industry standards using the latest SSL encryption technology to store and safely process your information through our website.  Smash Crabs checkout system includes a SSL certificate that uses industry standard 128 bit encryption technology to ensure your information is kept secure. Here at Smash Crab we do not have access to your credit/debit card information as all card payments are processed by Paypal - who are the world’s most popular payment gateway and who are world leaders in anti-fraud technology and online security.

Is all the information I provide you kept private?
We may use some of the information you provide us with; for example: email address, to email you the new arrivals to our store, or some of the best sellers on offer in a particular month, or prints that have gone on clearance.  However if you do not wish to receive these emails, not a problem just click the unsubscribe link at the bottom of one email you receive and you will immediately be removed for our email mailing list.

Your personal information is considered private, we will not share or sell your information at any point.

SHIPPING

How much will my shipping cost?
  • If your order is over $150 you will receive FREE shipping.
  • If your order is under $150 your print/s are shipping to you at a flat rate of $8.

How will my print/s be sent to me?
We take special care when packing your prints ready for shipment, to ensure they arrive in pristine condition.  We wrap each print in acid free tissue paper and ship your prints in heavy duty mailing tubes. All orders will be delivered by Courier Post.  

Do you ship to PO Boxes?
Like a lot of online businesses we are unable to deliver to PO Boxes.

Can I track my print order?
Yes of course, when you receive you dispatch confirmation email from us along with your tracking number.  You are able to track your order 24 hours a day on the Courier Post website here https://www.courierpost.co.nz/track/track-and-trace/

Are my prints insured during transit to me?
Absolutely, all our prints are insured against accidental damage whilst in transit from Smash Crab to your shipping address.  When you order has arrived at your delivery address, then your order is no longer covered by insurance.

How long will my print/s take to arrive?
It's important to us that you not only have a great shopping experience with us, but that you receive your purchase/s quickly, so you can hang them on your walls.  When your payment confirmation has been received your prints will be dispatched within a 24 hour period (orders received after midday on Friday will be dispatched on the following Monday).  If we identify a delay for any reason, we will contact you and explain the delay and when to expect your order to be dispatched.

You can expect to receive your order in 3 business days after you have made your order. If you are in a rural residence it may take longer than 3 working days to deliver your order. 

Can I pick up my print/s?
No, sorry, we do not have a physical store, Smash Crab is online only.
 

My print/s haven’t arrived. What can I do?
In the unlikely event your print/s do not arrive within the timeframes outlined above please contact Courier Post with your tracking number https://www.courierpost.co.nz/track/track-and-trace/

If for some reason they are unable to help you then please contact us at support@smashcrab.co.nz and provide us with your tracking number and any order details you have on hand.

RETURNS

What if the art print I purchased isn’t right, or doesn’t suit my space?
If the artwork that you have chosen isn’t quite right or it doesn’t suit your space, that is fine.  We know this happens from time to time. Provided you return the print back to us in its original conditions within 30 days of you receiving it, we are happy to offer you a store credit, exchange or a refund.

 

Do you offer free return shipping on art prints?
If you are after a full refund for your art print, you will need to cover the shipping cost of returning your print to us.  If however you would like to exchange your print for another print of equal or greater value or if you would like store credit, we will pay for the cost of returning your print order to us.

 

My print has arrived damaged. What should I do now?
If your order has been damaged whilst in transit we will of course replace this item with no additional cost to you.  If replacement is not possible, we will provide you a full refund of the purchase price.

 

How do I return an item?
Email us at support@smashcrab.co.nz and provide us with your order number and let us know you would like to return your print. 

We will provide you an address to return your print. We recommend you use the original packaging to ensure your print arrives safely back to us to reduce the risk of any damage occurring to the print during transit.  We also recommend that you use a courier service that provides tracking. As Smash Crab is not liable for prints that go missing or are damaged in the process of being returned.

Can I return a clearance print?
Our clearance prints are non refundable, however we will accept clearance items back for an exchange of equal or greater value or an online store credit.

 

Will I be refunded the full value of my order?
We will refund the purchase price of prints returned to us in their original condition, excluding the original shipping costs.  Once we receive the returned print we will process the refund that day, this process can take up to 7 business days to show in your bank account.