Why don't you sell mounted canvas prints?
Traditional iconographers have never painted on a canvas medium (such as preferred by Renaissance painters of the West), but for centuries have painted on gessoed wood. The surface of this gessoed wood is smooth and allows the paint to flow smoothly with the iconographer's expert hand at work. Since the beginning of icon print reproduction, it has become standard for them to be printed, laminated, and mounted to protect and provide clarity of color on a smooth surface. Furthermore, a canvas print is much more costly, and we encourage the faithful to purchase a genuine hand painted icon if the budget allows. UMS does provide the ability for printing on museum quality canvas, but recommends this only for wall mounting use when a fully painted fresco is too costly of a job.
Do you use wood slats on the back of your icons?
We do not produce icons with wood slats on the back. This technique is very labor intensive and expensive and only used when an artist is creating a hand-written icon. Hand-written icons are traditionally done on wood panels which are prepared for many days ahead of time, before even beginning to paint the icon. These specially prepared wood panels are prone to warping which is why the slabs of hardwood are dovetailed into their backs. We use a completely different process which is not prone to warping and does not require superfluous (and more expensive) slats.
Are your icons guaranteed?
All products purchased are fully guaranteed with regard to materials and workmanship. Any problem will be repaired or replaced without charge at any time, by simply contacting us for return authorization.
Do you accept returns?
No returns will be accepted unless there is a return authorization approved in advance of receiving the returns and the problem is a material or workmanship imperfection from our production outside of the original artwork which is shown clearly in our catalogue or on our web site.
There are absolutely no returns on any of the following: Custom Icons, Laminated Prints or our XX-Large or Iconostasis sizes. Nor are there returns on our Medium or Large sized Educational Posters or Prayer Plaques. On rare occasions when we do approve a return that is not due to damage or defective workmanship, the customer must pay the return shipping, and a 20% restocking fee will be deducted from the refund.
I want to order some T-shirts but am not sure about sizing. Do you accept returns on clothing?
Please use the sizing chart found here:
No returns will be accepted on apparel unless there is a return authorization approved in advance of receiving the returns and the problem is a material or workmanship imperfection from our production outside of the original artwork which is shown clearly in our catalogue or on our web site.
Are the icons blessed?
The icons are blessed by nature of them being sacred images of our Lord, the Most Holy Theotokos, the Saints and Angels. However, they are not taken to a church to be blessed by a priest. So in that regard they are not "blessed". If you want a priest's blessing on them, you need to take them to church.
Why can't I see my order in my order history?
In most cases the cause of this is due to checking out as a guest instead of being logged in. This eliminates the option to see your orders in the history, as well as receive updates via email.
Why don't you sell other sizes? - 3x4, 5x7, 6x8?
The sizes on our website best fit the parameters for how we make our icons and when we attempt to accommodate these specific requests there is much waste gone into it.
When will I get my order?
As stated in the email you receive after placing your order, our usual turnaround time is 12-15 business
days, and can be even longer depending on what time of the year it is (fasts such as Lent or Nativity can effect this drastically). You are able to check the status of your order in the Orders section of your account.
- If you would like to keep track of when your order will get started, please feel tree to go to the homepage of our website where we list the dates of orders we are currently working on accomplishing at the top of the page.
***Please note that during busy seasons it takes us much longer to process and complete orders in a timely manner.
The status of your order - Defining the terms
Your order is currently "Awaiting Fulfillment" - This means that we have yet to begin working on your order at all.
Your order is currently "Awaiting Shipment" - This means that we have begun working on your order. The moment you receive this notification, please expect to have it sent out in the next few business days, unless damaged, and needing to be redone, which only takes us a day or two to accomplish.
Your order is currently "Partially Shipped" - This means that we have yet to completely ship out your order. The most common reason for this is because you ordered items that are not icons, crucifixes, wooden crosses or keychains. Anything that isn't listed above is shipped at a different facility.
- The other common reason for your order to only be "Partially Shipped" is because we have not got everything in your order ready to be shipped yet, or do not currently have them in stock and are planning to ship them later. You will receive a paper slip notifying you as much with your order.
What if I need my order right away?
We are happy to attempt to accommodate any requests that you may have in regards to getting your order sooner.
When we are not in the midst of a busy season, (Lent, Nativity, Pascha) this is much easier for us to do.
If we are in the midst of a busy season then it may require an additional rush fee ranging from $20-$25 dollars which is sent via a PayPal request.
Do you ship Internationally?
We do shipping Internationally, although only through FedEx. Unfortunately USPS has been extremely unhelpful in ensuring the arrival of Int. customer's packages. Packages end up lost in transit, or unable to be sent through customs, oftentimes damaged. This being said, the price for shipping is shown as extremely expensive.
Please do not despair! This is a problem we have been having without our International shipping generator. Unfortunately, the cost becomes astronomical when international customers attempt to place orders.
You have two options:
Place your order online like normal, and email as soon as you do so, so that we can refund you the extra shipping cost that was paid.
or
Send us a list of any and all icons you would like to purchase, along with your shipping address, phone number and we will place the order ourselves. You would then be sent a Paypal request for the cost.
Can I get an International shipping quote?
If you would like to get a rough shipping quote, then please let us know before the order is placed. This requires your shipping address, and the items you are hoping to purchase.
Can I alter my order that has already been placed?
It is our policy not to alter already placed orders, as it can lead to issues including miscommunication, receiving the wrong thing, payment issues..etc.
If you possess a bookstore account, and are requesting additional icons for an order that is already quite large then we may be willing to include a few more icons to it. We require a full list of all the icons you are hoping to include in your current order. Please be sure to add the sizes, language (if applicable) and whether they are to be mounted on wood or left laminated only.
***We reserve the right to deny any requests that are sent in regards to altering current orders.***
Why isn't my icon the exact size I ordered?
We are very careful to boldly note (in all capital letters) "SIZES NOT EXACT! PLEASE CLICK HERE FOR MORE INFO" on each icon page description. We suggest that you email us if you have any questions about exact sizing.
I received an icon, or icons that were not apart of my order. Why?
We try very hard to show our thanks to our customers for their patience and support. This is one of the ways that we accomplish this. You should receive a paper slip notifying you as much. If you do not, then please email us as this may be an accident.
Are the icons hand-painted?
We do not paint icons ourselves. We print and mount icons. However, we do have a network of iconographers we work with. If this is something you are willing to wait 6-12 months for, we can send you details via email. Normally hand-written (painted) icons start at around $500.
How do I setup a Wholesale (Bookstore) account?
You can read all about our wholesale account requirements as we begin the application process here: https://www.uncutmountainsupply.com/pages/discounts-discount-groups.html
After you've looked over the information, if you have any questions or concerns, please do not hesitate to contact us.
As always and with any of these questions, we ask that you have patience. We are truly still a small team, working hard to get your orders to you expediently. If someone is answering an email, then they are not making icons. Please keep this in mind. God bless you all!