Frequently Asked Questions

Contact Us

We are here to make your online art purchasing experience a total success.  Thomas Austin Art is here to answer any questions you have.  To get the answers that you need, please email    Customer Support Hours:  9:00 am CST to 5:00 pm CST Monday - Friday.

What is your Policy on Returns/Exchanges/Refunds?

From clear descriptions and images, to our Augmented Reality, preview tools and size guides, we work hard to eliminate guesswork.   We want to help you clarify your desire and vision and create the perfect piece just for you.  We know when guessing is eliminated, satisfaction is guaranteed.  

All print reproductions are made to order and we want you to love your new piece of art.  We will provide a no charge replacement or refund for quality issues.  We may request to have the presentation/order returned to us and would provide a return shipping label.  For a refund or replacement for quality issues, please contact   We do not provide a refund based on customer preference

What happens if a shipment arrives damaged:

If your artwork arrives and the box is damaged, please contact us immediately via the website to let us know.  Before opening the package, YOU MUST PHOTOGRAPH the damaged package.  

You may then open the package to see if the work has been damaged.  Hopefully, it is only superficial on the packaging, but if your painting or print is damaged, please photograph the damaged artwork and send a copy of the image to

NOTE:  Every original work of art is photographed before and after it is packaged and before it is sent to you, for insurance purposes.  All original artworks are insured for transportation.

When will I receive my order?

Our print provider prides themselves on quality, consistency and fast delivery.  They do their best to insure your order arrives in a timely manner.  In general, most frame orders are processed, produced and shipped within 2 to 3 business days - and typically arrive in 5 to 6 business days.  Canvas orders are usually produced in 3 to 4 days, arriving in 6 to 8 business days.  Priority and Express shipping are available but these options will not affect the processing time.  

FOR ORIGINALS:  Shipping times range from 5-10 business days. Tracking information will be emailed to you as soon as available. 

FOR EMBELLISHED LIMITED EDITIONS:  Shipping times range from 3-4 weeks.  EMBELLISHED LIMITED EDITIONS are made to order.  Tracking information will be emailed to you as soon as available.  This is a hybrid between an original and a print.  A print is ordered on canvas, stretched on gallery stretcher bars, and painted over sections giving the piece added color, depth, movement, space, light and texture.  Each one of these embellished prints become a variation on the original and is signed and numbered by Thomas.  It is a way of offering the key element of Thomas' style at a price similar to one of a print.

Although we strive to provide the most accurate time frames for when you can expect to receive your order, sometimes delays do occur; however, if your order's production should fall significantly behind schedule, you will receive an email update.

What if I change my mind?

Unless your order has already gone into production, you may cancel it.  Please contact as soon as possible if you need to cancel your order.  Once an order has gone into production, it cannot be cancelled. 

Are the prints archival quality?

All inks used for printing images purchased from this site are archival, UV resistant pigmented ink.  Papers and substrates are acid free and of the highest archival quality.  Framing, matting and hanging hardware is museum quality.

  • Pearl Fine Art Paper has a glossy surface that offers sharp detail, high intensity colors, and a distinctive pearl-like appearance.         
  • Glossy Canvas is museum-quality archival canvas material for beautiful, rich color and texture, printed with a glossy coating.
  • Metal with Clear Gloss is printed directly onto aluminum with a brilliant gloss surface for unsurpassed detail and vibrance, and a unique translucent luminescence.
  • 1/4" Acrylic Prints are beautiful photo prints face-mounted to Plexiglas with polished edges. Offered with ultra-modern mounting options.
How do I use the Live Image Preview?

The Live Preview tool (augmented reality) on this site allows you to use your phone or tablet to see how Thomas' art will look on your wall.  There is no app to install.  You will need to use a mobile devise with a current browser.  Pull up this website on your mobile devise and navigate the image you are interested in previewing.  Click on the "Live Preview" button.   The website will launch your camera from within your internet browser and superimpose the artwork onto your wall.  It is best to stand 10-15 feet away from the wall.  You can change the artwork's position by moving the phone and you can select sizes with the pull down menu at the bottom of the screen.  

The ability to launch a camera right from the browser is currently supported by the latest versions of Chrome, Mozilla, Firefox and Opera, in both PC and Android versions.  If you have an Apple devise, use Apple's Safari browser, version 11 and higher.  

What is your site's privacy policy?

We understand and respect your concerns about privacy, and we are committed to providing you with a rewarding and safe experience without regard to the manner in which you conduct business with use.    

Trusted Art Seller

The presence of this badge signifies that this business has officially registered with the Art Storefronts Organization and has an established track record of selling art.

It also means that buyers can trust that they are buying from a legitimate business. Art sellers that conduct fraudulent activity or that receive numerous complaints from buyers will have this badge revoked. If you would like to file a complaint about this seller, please do so here.

Verified Secure Website with Safe Checkout

This website provides a secure checkout with SSL encryption.

Verified Archival Materials Used

The Art Storefronts Organization has verified that this Art Seller has published information about the archival materials used to create their products in an effort to provide transparency to buyers.

Description from Merchant:

WARNING: This merchant has removed information about what materials they are using in the production of their products. Please verify with them directly.


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This Website Supports Augmented Reality to Live Preview Art

This means you can use the camera on your phone or tablet and superimpose any piece of art onto a wall inside of your home or business.

To use this feature, Just look for the "Live Preview AR" button when viewing any piece of art on this website!


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This Website Supports Augmented Reality to Live Preview Art

This means you can use the camera on your phone or tablet and superimpose any piece of art onto a wall inside of your home or business.

To use this feature, Just look for the "Live Preview AR" button when viewing any piece of art on this website!

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Does not apply to Original Art or Embellished Limited Editions.