FAQ

SITE FEATURES & NAVIGATION

How do I search for artworks or artists?
You may explore all available artworks searching by: artist, medium, size, or price, by using our filtering menu: Shop Artworks.
What if I forget my Matadero Art password?
To reset your password, click the sign in link under the website header and then click “forgot your password” to enter your email and receive a temporary password by email (which you may want to change later on your account page). If you are not a registered user, you will receive an error message indicating that you are not a registered user. You may try using another email or create a new account. If you have any further issues, contact support.
What if I want to buy an item indicated as “Sold Out”?
All items are on sale unless indicated as “Sold Out.” If you really want an artwork that has been sold out (be it a print or original artwork), feel free to email our support team and we can, either: a) find another print; b) ask the buyer if he/she is willing to accept an offer on his/her recently purchased item. We do not guarantee any of the above scenarios to occur, but we are willing to help our clients get what they want--always.
How does the pre-order feature work?
Sometimes, limited artworks are pre-ordered while on production. This function allows you to buy before we publish, guaranteeing your artwork before it runs out-of-stock, specially, for small editions.
What is my wishlist?
My Wishlist is a feature that allows you to save your favorite artworks your own galleries. You can then share your galleries with friends and family via email or social media. To add an artwork or object to your gallery from the item’s detail page, click the “Add to Wishlist” button, which is located next to the item’s image. Alternatively, when you are not on a detail page, you can hover over the item’s thumbnail and click the “Add to Wishlist” button. You can visit and edit your galleries by clicking the “My Wishlist” link in the site header when you are signed in to your account.
Can I change the currency on Matadero Art?
By default, Matadero Art is in U.S. dollars. You may switch pricing to British pounds, Canadian dollars or Euros. To change, click the currency drop-down menu located at the right of the website header. Prices may fluctuate as they are based on exchange rates that vary daily. All purchases are processed in U.S. dollars.
What if I purchase an item that has been sold offline?
If by accident, we sell an item at our gallery in San Juan, Puerto Rico and forget to update our website database, we will issue a full refund. Luckily, we have not encountered this situation and hope we never will.

PURCHASE POLICIES & PROMOTIONS

Do I need to set up an account in order to make a purchase?
Yes, you are required to set up a Matadero Art account with an email address and password in order to to make a purchase. Through your Matadero account (located at the top bar “My Account”, you will be able to easily track the status of your order. Click here to set up your account now and get 15% off your first purchase. If you have not already created an account, you will be prompted to do so upon checkout.
How do I make a purchase?
All items on the website are for sale. Unless indicated as “Sold Out,” they are available to purchase directly through the site. To make a purchase, visit the detail page for the item you wish to buy and click “Add to Cart.” You can access Your Cart at any time by clicking the Cart page link, which is located in the site header. From the Cart page, you can continue the checkout process by selecting your preferred payment method (either credit card or PayPal). If you are not signed in to Matadero Art upon purchase, you will be prompted either to do so or to create an Matadero Art account if you are not already registered.
What payment methods does Matadero Art accept?
Matadero Art secure online checkout accepts all major credit cards including American Express, Visa, Mastercard, and Discover. You may also pay with PayPal, Paypal Credit or Bitcoins. If you prefer to pay by check or wire transfer, please contact our office and we will be happy to accommodate..
How do I purchase a gift card?
You can purchase a Matadero Art gift card by clicking the Gift Card link located in the upper website navigation. Simply, enter the amount you wish to gift as well as the recipient’s information and then click “Add to Cart” to proceed to checkout. The recipient will receive the Gift Card by email immediately upon purchase. Discounts and promotions cannot be applied to the purchase of an eGift Card.
How do I redeem a gift card?
You can redeem your Matadero Art Gift Card upon checkout by entering your gift card number in the designated section and the gift card amount will be subtracted from your total. Any remaining balance on your order can be paid either by credit card or by PayPal.

SHIPPING & HANDLING

How are shipping costs calculated?
Shipping costs are based on the price, dimensions, and weight of the item purchased, as well as by the item’s origin and the shipping destination. Shipping costs include all packaging, handling, and insurance fees. To estimate shipping costs on your order, add the desired item(s) to your shopping cart and enter your shipping location on your Cart page.

Shipping Rates (as of December 2015, subject to change)
National shipping rates: Prints $25.00 – $55.00; Paintings and Sculptures $55.00
International shipping rates: Prints $35.00 - $50.00; Paintings and Sculptures $75.00 - $105.00
How is tax calculated on my purchase?
All orders shipping to Puerto Rico must include tax as required by law. All orders include shipping costs unless otherwise noted by city or special promotion. To estimate shipping and taxes on your order, add the item to your shopping cart and enter your shipping location on your Cart page.
Can I view the artwork in person prior to purchase?
Most of our inventory is warehoused in San Juan, Puerto Rico. If you live in the island or are visiting from out of state, we would be happy to arrange a viewing session prior to purchase. However, please use our “Zoom” (magnifying glass icon) feature to obtain a more detailed look of the artwork.
When will my order ship?
Most orders are processed and shipped within 3 to 5 business days. However, some items may be processed faster, while others might take more time, particularly if they require special packaging or handling. When your order ships, you will receive a shipment confirmation email with a tracking number.
How long does it take to receive my order?
Puerto Rican and USA customers should receive their orders between 7-18 days after purchase. International orders should arrive within 30 days. All orders are insured and have a tracking information number that you will receive via email when the order ships. Our offices and shipping department is closed on weekends.
Do I need to sign for my package upon delivery?
Yes, all packages must be accepted and signed for upon delivery.
Do you offer expedited or same day delivery?
Yes, we may be about to pack and ship rush orders per request. Please not that a $50 to $100 extra fee may apply.
How is shipping insurance calculated?
Insurance is automatically included in shipping fees and covers door-to-door handling.
Which countries does Matadero Art ship to?
Matadero Art is currently ships all over the world.
What should I do if I receive a damaged item?
All damaged items must be reported to Support and Collector Services within 10 days of delivery. To file a damage report, send detailed photographs of the damage to support@mataderoart.com, along with your name, order number, and the item name. Collector Services will provide a return shipment label and will work with you to order a replacement.
If I am going to buy more than one print, can you ship it in the same tube?
Yes, all orders with more than one print will, usually ship in the same tube unless they are shipped from different countries of origin. Most of our inventory is safely stored in our warehouse in San Juan, Puerto Rico.
Can you send me a particular number of a print?
For a specific numbered edition print, you can contact us and we will verify if we have it in stock. If we do not, we will send you a different number.
How are paintings shipped?
All paintings are shipped without the wood stretcher frame; that is the wooden structure that holds and supports the canvas. This is primarily to care for the artwork and to avoid extravagant shipping costs. Once you receive the rolled painting, take it to any local frame shop and they will mount the painting on a new wood stretcher frame.
How to open and/or unwrap prints or paintings?
Our prints are rolled in kraft paper which is taped shut with a very sticky tape. DO NOT attempt to tear the tape from the kraft paper. You may accidentally damage the print by doing so. The only safe way to open your print is to use a utility knife or an exacto knife and slice the tape open. Please be careful and always cut away from, not towards, yourself!
What do I do if the artwork I purchased arrives damaged?
If the box or tube that your item was shipped in is noticeably damaged please contact UPS and file a damage claim. We will send you a replacement once the claim is approved, which can take up to a week. For USPS or international shipments, contact us at support@mataderoart.com If you believe the damage was caused by Matadero Art, contact us within 14 days from the date you received the item. We are not responsible for items arriving damaged after the initial 14 days of receipt.
My package was returned to you. What do I do?
If your package is undeliverable for any reason it will be returned to Matadero Art, and we will contact you. Your package will not be held for more than 90 days so please contact us within that time to ensure your order is still here.
How can I check where is my order?
You can track your order using the instructions given to you via email by USPS or UPS after your order has been shipped. If you have not received your order after three weeks, please contact us at support@mataderoart.com and provide your order number and name. If your package was returned to us, we will contact you via email. If we are unable to contact you after 5 attempts and 120 days after order was placed, your package will be auctioned or donated to charity.
Can you ship my order to another address?
If your order has already been placed but wish to change the address, you may request an address change by sending an email to support@mataderoart.com with “Address Change Request” in the subject field, and the new address along with your name and order number in the body. Note: We cannot change the name of the person the order is shipped to. To ensure that your request is received on time, we recommend that you send your request the same day you placed your order.
Do you ship to PO or APO address?
We use US Postal Service to ship PO and APO addresses simply because UPS does not deliver to PO boxes. You will still receive a tracking number for your order and you can track your package at www.usps.com. Note: USPS does not update their tracking information very regularly. Please be patient. From our experience, USPS is extremely reliable.

RETURN POLICY

We offer a 7-day, no questions asked, no hassle, return policy on any artwork purchased. Please read the following description about our return policy:

The following are non-returnable: 1) gift cards, 2) downloadable digital art, 3) items on sale/clearance.
Our return policy is limited to cash credit in your Matadero Art account which may be used towards the purchase of any item. This credit does not expire. This credit is not transferable, but you may purchase a gift card and give the credit as a gift.
Process: To be eligible for a return, customer must contact us by email within 7-days after receiving the item. The item must be unused and in the same condition and original packaging in which it was received. This return policy lasts 7 days and there are no exceptions. If 7 days have gone by since you received your artwork, unfortunately, we cannot offer you a refund or exchange.
All returns must be mailed to MATADERO ART. Please do not send your purchase back to the artist, gallery, manufacturer, or printshop. To complete your return, we require a receipt or proof of purchase. Be sure to include a copy of your order confirmation email to expedite processing of your request.
Buyer pays shipping on all returnable items which are non-refundable. Please consider using a trackable shipping service or purchasing shipping insurance and notify Matadero when item is shipped. The accounting department will credit your account once the item is received in its original packaging and in the same condition it was originally shipped. If the item passes inspection, the credit will be made immediately and customer notified by email. If the condition of the item has changed, MATADERO ART will not accept the item and will ship it back to the customer, at the customer's expense.
How long will it take to receive a refund?
Please allow up to 48 business hours for refunds to process. We are closed on weekends.
Please mail you item(s) at the following address:

MATADERO ART, INC.
PO BOX 11614
SAN JUAN, PUERTO RICO 00922

ARTWORKS

Are the artworks authenticated?
All works purchased at Matadero Art are accompanied by a Certificate of Authenticity.
Are the artworks signed?
All artworks available on our website are signed unless otherwise described such as Open Edition prints, some sculptures, or other works. However, an artwork that is not signed, is nothing to worry about. It is equally authentic and it will not affect the current and future value of the piece.
What framing options does Matadero Art offer?
Matadero Art offers custom professional and artistic framing. You can have the artwork purchased online, delivered framed and ready to hang. For a mockup design and quote, please contact us at framing@mataderoart.com.
What is the best way to care for my artwork?
For prints, photography, mixed media and other two-dimensional artworks, we recommend you frame them as soon as possible using UV-blocking Plexi or glass as well as conservation-grade mat and board. For advice on caring three-dimensional artworks such as sculptures and installations, please contact us at support@mataderoart.com.
I am new to art and collecting, could you assist me in deciding what to buy?
We are happy to assist you in starting to build your art collection. There are different styles, practices, and ways collectors approach collecting art. Collecting is an art in itself. We have art advisors who will kindly help you find the right artworks. Please contact us at support@mataderoart.com to set up an information session.
What is a print?
A print (a term which includes screenprint, etching, woodcut printing, lithography, digital printing) is a work of art which has been conceived by the artist to be realized as an original work of art, rather than a copy of a work in another medium. Prints are produced by drawing or carving an image onto a hard surface such as a wood block, metal plate, or stone which is in turn, transferred onto paper, fabric, aluminium, or the like, thus creating an impression, or print. The printed image that results is the exact reverse of the image on the plate.
What is a limited edition print?
Limited edition artworks made their entry into the art world decades ago as an affordable way to build an art collection. Editions can cover a wide range of mediums such as: prints, photographs, sculptures and decorative arts/utilitarian products. Limited editions and artist proofs are valuable investment opportunities for new and seasoned collectors. Prints are produced in finite editions and usually exist in multiples, each created from the inked plate. The total number of impressions made is called an edition. Artists sign and number each impression to guarantee that no ilegitimate editions could be made or produced.
What is an Matadero Art Edition?
A Matadero Art Edition is a limited edition artwork commissioned and produced and/or sold exclusively by Matadero Art. We are work with artists to make these editions come to life.
Do you offer a special discount to fellow art professionals?
Matadero Art is happy to work with other art dealers, art advisors, interior designers and architects by extending a generous discount on all merchandise. To learn more, please contact us.