FAQs

	Ordering
	Shipping
	Security/Privacy
	Using This Site
	ArtSmart® Program

Ordering

Do you charge Sales Tax?

Yes, by law Utrecht is required to collect sales tax on online art supplies orders shipped to states where there is a Utrecht retail art supplies store. You can use our retail store locator to determine if we have an art supplies store in your state. Remember tax is just an estimate and is subject to change based upon county and state.

What States Do You Collect Tax For?

We charge sales tax on orders delivered to: AZ, CA, FL*, GA*, IL*, MA, MD, MI*, MN*, MO*, NJ*, NY*, OH*, PA*, RI*, UT, WA*, Washington DC* and WI*.

* States marked with an asterisk(*) also require Utrecht to collect tax on shipping and delivery charges. This list is subject to change.

How do I find out when a Back Order is due?
Call Customer Service at 1-800-223-9132. Back ordered artist supplies will ship out as soon as inventory is received. Back orders totalling less than $10 will be automatically cancelled when your order is processed.

How do apply for a Commercial Charge Account?
Click on the "Commercial Orders" link at the top of this page, or click here.

How can I find out about Educational Discounts for Primary and Secondary school art supplies?
Contact our K-12 Educational Services Manager, Justin Marshall at 1-800-223-9132 X 104.

How do I find out information on how to become a Utrecht Authorized Dealer?
Call Customer Service at 1-800-223-9132 ext.149 or e-mail customerservice@ utrecht.com to learn more about our Dealer Program and to see if you qualify.

Shipping

See our Shipping Information page for complete details of our shipping rates and policies.

When will my order ship?

What is a Drop Ship Item?

A drop ship item is a product that ships from one of our factories or from a vendor's warehouse directly to you without coming to our distribution warehouse first. In our catalogs, we sometimes refer to these items as vendor direct items. In other words, drop ship items are not stocked in Utrecht's warehouse. Please contact our Customer Service Department at 1-800-223-9132, if you have any questions regarding a drop ship item.

• Drop ship items typically take approximately two weeks for delivery
• Drop ship items have additional shipping charges.
• Drop ship items are shipped for curb side delivery or dock delivery only.
• Free shipping promotions do not apply to orders containing drop ship items.
• Restocking fees apply and shipping charges will not be refunded for drop ship items that are canceled after the order is received

How Do I Change or Return a Drop Ship Item?

Please contact our Customer Service Department if you prefer to process any changes or return a drop ship item. Our Customer Service Department would be happy to contact the vendor to notify them of the return and provide a return authorization number. Returns due to customer ordering error are the responsibility of the customer to return directly to the vendor with the return authorization number. The shipping charges will not be refunded or reimbursed.

For more information on our shipping policies please visit our Shipping Information page.

How do I receive free shipping on my order?

Free shipping applies to all online art supplies orders that total $150 or more after discounts are applied. Some restrictions apply.

What is the 3-Day for $14.99 Shipping Option?

This shipping option is available for all qualifying art supplies online orders shipping to residences within the 48 Contiguous US states only. It does not apply to orders containing hazardous or flammable materials, drop ship, oversize or overweight items and to deliveries to APO/FPO addresses. Back order items are shipped standard ground for free when they become available*.

How do I know how much Expedited shipping costs are?

You can get real time expedited rates directly from our website. Simply add the desired items to your shopping cart and begin the checkout process. In the shipping method section of the checkout select the method you prefer and click the submit button. You will get a total price for your order including shipping rates and taxes(if applicable).

What items can be shipped to Canada?

Only items marked with the NAFTA symbol are currently permitted to be shipped into Canada.

What if my billing address does not match the billing address associated with the credit card?

To ensure your security we ask that the billing address matches the billing address where the credit card statement is sent. Please note, your order may be delayed if the billing name and address does not verify with the credit card company.

Security/Privacy

Using This Site

1. Enter the item number from our art supplies catalog
2. Enter in the quantity you want
3. Click on Add to Basket
4. Enter additional item numbers for art supplies you want to order.
5. If you do not have the item number, go to section on the left side and look up the item by Brand or Category. Follow the above directions.
6. If you have not registered and are a new customer, you will need to fill in the Registration form with your name, address, and phone number, and chose a username and password.

1. Click on the ‘My Account’ link at the top of the page.
2. Enter in your username and password
3. Click on Edit User Account
4. Enter in your new Email address
5. Click on Submit Form.

1. Enter your USERNAME and PASSWORD at the top of the page.
2. Select the link for "Order Tracking"
3. Click on the Order you want to view information for.

1. Sign In to your account.
2. Click on the "Order Tracking" link.
3. Select the order you would like to track from the list.
4. Click on the tracking number link for real-time shipping information.

ArtSmart® Program

What is an ArtSmart® Card ?
An ArtSmart® Card is 3 Cards in one. A Giftcard, a Loyalty Card and a Stored Value Card. Please click here to find out more.

How to check the balance of my ArtSmart® Card?
Call Customer Service at 1-800-223-9132.

What if I moved and need to update my address information for my ArtSmart® Card?
You can update your account information by clicking on this link. Be sure to have your card handy - you will need the number from the back of it.