Help

Credit Card Issuers
If your credit card is declined during the purchase process, please see the troubleshooting tips below. If you continue to have issues, we recommend contacting your bank or credit card provider and requesting assistance.

Double-check the information you entered during checkout:
1. Did your billing address change recently?
2. Did you enter the correct CVV code?
3. Did you get a new card with a new expiration date?

About the CVV Code
When you use a credit card to purchase an item, you will be asked for the CVV code (i.e., the card verification value). The CVV is a three-digit number printed to the right of the signature space on the back of most credit cards (including Visa, MasterCard, and Discover). It is the four-digit code found on the front of American Express cards.

Review your bank’s fraud-alert policies.
Any suspicious activity on your account, including first-time orders or high-value purchases (regardless of the card’s available funds)—especially those made online—may be flagged by your bank. Before you can complete the transaction, your bank may require you to contact them and authorize the purchase.

Review your bank’s daily withdrawal limit.
Most banks have daily limits on how much you can charge on your card. If you reach this limit, your bank may suspend all further activity on your account for the day, regardless of the amount of money in the account. 

PayPal Issues
PayPal employs a variety of security measures to protect its users from fraudulent activity. As a result, PayPal may occasionally refuse to accept a payment from a buyer. If you are having problems with your PayPal account, please contact PayPal directly for help or visit their website for troubleshooting information.

To check your order status, log into your Bolingo account. From the main menu, click Orders to go to your Orders page.

To track a package in transit, select View Order, scroll down to the Shipments section, and you will find a table with the tracking information under the heading Tracking. For more detailed, up-to-date tracking information, we suggest that you enter your tracking number on the specific courier’s website (i.e., DHL or FedEx). For instructions, see “How do I track the progress of my artwork shipment?”

Once your artwork has shipped, the Bolingo Support Team will send you a shipping notification containing important tracking information. Please DO NOT DELETE this notification email as it will allow you to identify your courier and access your tracking number.

Before the artist begins work on the new piece, Bolingo will collect a non-refundable deposit of 50% of the artwork price. This deposit will cover shipping, but please keep in mind that any applicable taxes will be calculated and added to the final bill. If it is appropriate for the artist’s style of work, we would request sketches for your approval before the artist begins creating the new work. We collaborate closely with the artist throughout the process, including requesting work-in-progress photos to ensure the work is on track with what was agreed upon at the outset. Once the artist has completed the work and you are satisfied with the final image, the remaining 50% (plus any customs or duties) will be paid, and the artwork will be shipped to you.

Please refer to the Bolingo checkout page to determine whether or not the order is eligible for free shipping.

Please see the individual artwork pages for the pieces you’re interested in for more information on how your artwork will be shipped. It will differ depending on the type of artwork, such as canvas or poster. The following are some of the possible categories:

Posters only
We use different packaging depending on the size of the poster.
Our standard packaging for posters is:
Flat: For posters up to A4 (up to 100 posters per package).
Tube: for posters above A4 (up to 5 posters per tube).
At the same time, there are some exceptions due to specific requirements in some countries and with some shipping providers:
Tube with shipping roll: It might be used in the following countries: DK, DE, NO, CH, FR, UK, AU, SG, NL, BE, AT
Triangular or rectangular boxes are typically used in the US, Canada, and Brazil. 

Posters only
We use different packaging depending on the size of the poster.
Our standard packaging for posters is:
Flat: For posters up to A4 (up to 100 posters per package).
Tube: for posters above A4 (up to 5 posters per tube).
At the same time, there are some exceptions due to specific requirements in some countries and with some shipping providers:
Tube with shipping roll: It might be used in the following countries: DK, DE, NO, CH, FR, UK, AU, SG, NL, BE, AT
Triangular or rectangular boxes are typically used in the US, Canada, and Brazil. 

Frames and Framed Posters
The frames come pre-packed with corners and film, and then packed in a box with strong edges to protect the frames. I-beams are used in addition, to give the package additional sturdiness and for multi-item orders (max 3 frames in one package).
The posters are packaged separately in an inner paperboard folder (a maximum of 10 posters in one inner folder). You may think the folder containing the poster is an insert to protect the frame and believe that the poster is missing from their framed poster order. Plexiglass used in frames may also carry a protective film, but this is often applied to both the front and the back of the glass. This often has a blue hue to it. These protective films can be mistaken for scratches, bubbles, or a colored cast on a print or glass.

Canvas, acrylic or metal prints
These products are packaged with strong edges to protect the items. In addition, we wrap the item in bubble plastic or craft for additional protection.

Note: Acrylic will be covered with a protective film on the face of the image. This film will vary in colour, and it could be milky, green, or blue, typically. These protective films can be mistaken for scratches, bubbles, or a colored cast on a print or glass.

For the most detailed, up-to-date tracking information, we recommend that you track your package via the particular courier’s website—either DHL or FedEx.

To identify which courier is handling your package, please locate the email notification you received when the artwork was shipped, which contained the subject line: “Your order item has been shipped.” 
This email contains a link allowing you to access a webpage with your order tracking details, including your specific courier and your tracking number. Please copy the tracking number from this page and then enter it into the courier’s webpage for the latest tracking information. 

To track FedEx, visit www.fedex.com.
To track DHL, visit www.dhl.com.
The Bolingo team will also be closely monitoring your order periodically until it’s delivered and will notify you of any important information regarding your order.

Your order will typically arrive within three (3) to fourteen (14) business days from the time of shipping, depending on the origin (for commissioned pieces) and destination of the artwork, as well as the time it takes to clear customs if the work is shipped internationally.

Common Reasons for Delivery Delays
Your package may be delayed if you live in an area experiencing severe weather, natural disasters, or other unforeseen major events. Please add an extra 2-3 business days to your order’s estimated delivery date. Furthermore, in some countries, the customs clearance process can take up to 30 days. For more information, please consult your government’s international shipping policies.

This is heavily dependent on how an artwork is packaged for shipping and whether the piece will need to be taken to a framer upon arrival or require additional hardware for proper display.

1. Framed artworks “mounted works” do not always imply that a piece is ready to hang, but rather that it is adhered to a ridged flat surface such as wood, metal, or Plexiglas. These items, however, are likely to arrive flat.

2. Stretched canvas refers to a standard canvas painting or drawing that is wrapped around a wooden frame, also known as stretcher-bars. These prints will be delivered flat and ready to hang. These pieces lack wire or hooks, but due to their depth, they can be hung regardless.

3. Large/oversized artwork may be shipped rolled! This is especially true to commissioned work. Keep in mind that larger works may arrive rolled, which is usually noted in the artwork description. It is also far less expensive to ship oversized works rolled, so many artists choose this method automatically.