Product Customization, Shipping Insurance, and Artwork Maintenance Instructions
To protect your exclusive rights, please read this guide carefully before ordering and receiving your shipment.
[Key Points of This Page]
This page primarily explains three key points: "Characteristics of Customized Product Materials", "Shipping Insurance Inspection Steps", and "Artwork Display and Maintenance". All explanations are consistent with the order confirmation email! As customized artworks are extremely valuable and involve your exclusive compensation rights, we kindly request your thorough review and cooperation.
Product Manufacturing Process, Material Tolerances, and Assembly Instructions
In accordance with Article 19, Paragraph 2 of the Consumer Protection Act, all products from our company are considered "customized goods provided at the consumer's request", and therefore, the 7-day deliberation period (appreciation period) stipulated by the Consumer Protection Act does not apply. Upon receiving your product, please confirm the corresponding material characteristics based on your order:
A. ChromaLuxe Metal Prints
The original imported aluminum panels use advanced polymer coatings, retaining the natural characteristics of metal media. During the high-temperature dye-sublimation and purely manual printing process, extremely fine hairline scratches, craft marks, or tiny bumps and irregular particles may occasionally appear on the surface. We conduct quality control before shipment. Unless these marks severely affect the main visual subject, they are considered normal quality standards for international high-end metal printing. In addition, there is a physical tolerance of approximately ±0.5 cm in cutting, and this cannot be used as a reason to request free reprinting for defects.
B. Customized Metal Frames
During the cutting and processing of metal frame materials, fine hairline scratches or craft marks may appear at the joints and on the metal surface. Furthermore, if you are purchasing "frame only", the product is designed for simple self-assembly, and all necessary accessories will be included with the shipment. We do not provide installation services; we encourage you to enjoy the fun of setting up your own display.
[Extremely Important] Secure Inspection Video Protocol (Essential Evidence for Logistics Claims)
To ensure safe arrival, all our products automatically come with upgraded "declared value" logistics service. However, logistic insurance claim reviews are extremely strict. Upon receiving your package, you must "inspect the outer box on the spot". To absolutely protect your claim rights, especially if there are any suspicious anomalies with the outer box, please "strictly adhere" to the following standards for full video recording during the unboxing process:
- Start of Recording: Ensure package is completely unopened It is crucial to start recording from the moment the [outer packaging is completely sealed and undamaged by any external force].
- Subject of Recording: Complete tracking number and all six sides The video must clearly show the [complete mailing label information] on the outer box (name, address, and tracking number must be legible), and please [rotate and film all six sides] of the outer box to prove no prior opening or re-packaging before unboxing.
- Unboxing Process: One continuous shot without moving away from the package Please unpack in a single, continuous motion [without the camera ever leaving the package], and then turn the artwork in front of the camera to check for any physical damage caused by shipping impact. To protect your rights, do not edit, change camera angles, or interrupt the recording midway.
If the package is received by a management office, please inspect the external appearance and take photos "at the moment of collection". If the package has undergone internal secondary handling, redistribution, or even "has been privately unboxed and then re-packaged" before recording, the logistics provider will deem the "chain of evidence broken" and directly refuse compensation. Our company will also unfortunately be unable to bear the responsibility for free reprinting.
According to logistics regulations (see appendix at the end of the text): If no anomalies are declared upon receipt, the logistics provider will consider the delivery as complete and undamaged. Without key evidence such as a "full unboxing video," shipping insurance will not be able to process claims, and we will be very sad to be unable to initiate the free reprinting process for you.
Shipping Damage Claim Handling Matrix
We attach great importance to the safe arrival of your artwork. In the unfortunate event of shipping damage, we will provide the following transparent and objective solutions based on the evidence you provide:
| Your Evidence Status | Current Need & Time Sensitivity | Weiss Imaging Solution |
|---|---|---|
|
Complete Evidence A. Refuse receipt on the spot and provide photos of damaged outer box B. Sign for receipt and provide a continuous unboxing video |
Hope to receive the undamaged artwork as soon as possible |
Unconditional Free Reprint Please contact us immediately! We will arrange for a free reprint of a brand new artwork to be shipped to you as soon as possible. We will handle the lengthy logistics claim process; you just need to wait for your artwork to arrive. |
|
Incomplete Evidence No photos of external anomalies OR Video is interrupted/incomplete |
Urgent Rescue Product is urgently needed, cannot wait for logistics review |
Emergency Rescue Advance Payment Plan Missing evidence will very likely lead to refusal of compensation by logistics. To avoid delaying your schedule, we recommend you place a new full-price order first, and we will do our best to expedite production and shipment. If the logistics provider approves and disburses funds later, we will refund the full amount of the logistics disbursement to you. |
|
Incomplete Evidence No photos of external anomalies OR Video is interrupted/incomplete |
Standard Processing No rush to receive, willing to wait for review results |
Submission on Your Behalf for Review We will submit the claim to the logistics provider on your behalf with the existing information (review takes approximately 2-8 weeks). If the claim is ultimately rejected by logistics or only partially compensated, we will process a refund for you based on the actual approved amount. |
|
Invalid Evidence Reported several days later, no video or already subjected to secondary handling/repackaging |
Any reprint or compensation request |
Claim Cannot Be Processed According to postal laws and logistics insurance regulations, failure to declare anomalies on the spot is considered as complete and undamaged delivery. After several days, without evidence, logistics will directly refuse compensation due to inability to clarify responsibility. We regret that we cannot initiate the free reprinting process. We kindly ask for your understanding. |
Found Damage! Please Prepare the Following Documents Within 3 Days
If you confirm that the artwork is damaged, please take a deep breath and don't panic. You don't need to deal with the logistics company directly. Please gather the following information within 3 days and contact us. We will take full charge of subsequent insurance claim matters.
- Full, uninterrupted unboxing video file
- Close-up photos of the damaged area of the metal print
- Photos of the damaged outer box condition
Next, please assist in retaining the corresponding key documents based on the delivery method of your package:
Chunghwa Post Parcel
According to Article 63 of the Postal Act, this is an essential physical document for claims.
- [Extremely Important] Refuse receipt on the spot or sign with anomaly: If the outer box has obvious dents, please refuse receipt directly; if you must sign (whether electronic PDA or paper), you must immediately ask the postman to note "outer box damaged". According to postal regulations, failure to declare anomalies on the spot will directly result in loss of claim eligibility.
-
Original "Postal Cover":
(The shipping label sticker with sender and recipient information. Please make sure to cut and keep it along with the bottom part of the cardboard box, as this is an essential physical document for postal claims.)
Dajung Logistics / Moving Company
This is a key document for the insurance company to clarify liability and initiate claims.
- [Extremely Important] Complete inspection while the driver is present: When large artworks are delivered by dedicated vehicle, please ensure that the unboxing inspection is completed "while the driver is still on site". If you record and report after the driver has left, the insurance company will deem it "self-inflicted damage after unpacking" and directly refuse compensation.
-
Freight receipt
(Whether it's an electronic PDA or paper signature, if the outer box is abnormal, you must immediately ask the driver to note "outer box damaged" on the system or receipt before signing) -
Proof of cargo damage
(Please contact the relevant freight company branch immediately on the same day to obtain this. The document must bear the official seal of the freight company, such as a company chop or department seal.)
Artwork Display and Environmental Maintenance Guidelines
"No material lasts forever." Our goal is to ensure this beauty endures as long as possible through proper preservation methods. To prevent irreversible damage to your artwork from extreme climates, please strictly adhere to the following maintenance principles:
You Should Do This (Let the artwork breathe freely)
- Unpack and ventilate as soon as possible (24 hours for acclimatization): After receiving the package and confirming no damage, please remove the outer box and protective packaging promptly to allow the artwork to be exposed to indoor circulating air. If the package has just undergone air transport or low-temperature shipping, it is recommended to "let it acclimatize for 24 hours" in its original packaging before unboxing to prevent condensation due to temperature differences. Long-term confinement in non-acid-free packaging can lead to chemical yellowing as trace organic acid gases (Offgassing) released by the packaging are absorbed by the artwork's surface.
- Regular indoor display: Please hang or place the artwork in a normal indoor environment that is comfortable for humans (recommended temperature maintained at around 20°C~25°C, relative humidity around 30%~55%). It must be hung indoors in indirect light, away from direct sunlight.
- Keep away from invisible chemical killers: Display locations should be away from appliances that produce ozone (such as laser printers, electrostatic air purifiers) to protect the chemical stability of the image dye molecules.
- Easy daily cleaning (diluted alcohol can be used): The metal surface is waterproof and scratch-resistant. For daily cleaning, simply use a slightly damp microfiber cloth to gently wipe away dust; a small amount of "diluted alcohol" can also be sprayed for cleaning, without the need for any complex chemical maintenance products.
- Museum-grade handling (nitrile gloves recommended): When handling the artwork, it is strongly recommended to wear the "dust-free nitrile gloves" provided in the box and hold it with both hands evenly supported. Avoid using cotton gloves (which can snag edges and allow sweat acids to penetrate) or bare hands, to prevent natural skin oils and sweat acids from remaining and chemically reacting with the coating over time.
You Must Never Do This (Avoid extreme environments and improper external forces)
- Strictly forbidden to "seal in original box" and store airtight in PVC: Avoid "stuffing" the artwork, along with bubble wrap and thick cardboard boxes, untouched in a storage room for months or years. Ordinary cardboard boxes continuously release acidic toxic gases at high temperatures; and strictly prohibit the use of PVC plastic bags containing plasticizers (which will dissolve the coating and cause permanent adhesion).
- Avoid hot and humid dead spots: Do not store the artwork in unventilated attic storage rooms, enclosed car compartments exposed to direct sunlight for long periods, or in close proximity to high heat sources (such as very close high-heat halogen spotlights).
- Strictly forbidden to use ammonia-based cleaners: Absolutely do not use glass cleaners containing ammonia (such as some glass cleaners like Magic Clean, Windex)! Strong alkalis will chemically corrode and chronically degrade the polymer coating, leading to a dull and hazy surface.
- Avoid heavy pressure and single-handed gripping (implement physical isolation): Although metal aluminum panels are rigid, improper heavy pressure can still cause irreversible bending or dents. Do not stack heavy objects when placed flat; for large artworks, hold with both hands to avoid single-handed gripping that could bend the panel. When storing multiple pieces flat, be sure to use "Mylar polyester film" with an absolutely smooth surface for physical isolation (interleaving) to prevent surface micro-abrasions (burnishing).
- Prevent corner impact and drops: If the corners of metal prints hit hard objects, physical dents are extremely likely to occur, potentially leading to cracking and delamination of the polymer coating. During exhibition setup, hanging, and transportation, please pay special attention to protecting the four corners.
[Metal Print Limitations and Scientific Disclaimer]
Metal prints (dye-sublimation process) are a new type of imaging media. According to research by the Image Permanence Institute (IPI) and international standard ISO 18936 on the thermal stability of imaging materials: when the preservation environment simultaneously reaches extreme high temperature and high humidity (such as a stuffy attic, an un-air-conditioned sealed warehouse, or inside a sealed cardboard box), the polymer protective coating on the artwork's surface will exceed its glass transition temperature (Tg) at high temperatures, causing the internal sublimated dye molecules to migrate and diffuse, leading to color shifts or ghosting; extreme temperature and humidity can even cause micro-cracks or delamination of the coating.
This is a "natural aging phenomenon" that inevitably occurs when the physical and chemical limits of the material are exceeded, and it is not a defect in the printing process. Discoloration, deterioration, or physical damage caused by the aforementioned "sealed storage in original packaging," "exposure to direct sunlight and ultraviolet light," or "storage in extreme temperature and humidity environments" does not legally constitute a product quality defect and cannot be a reason for returns or exchanges. We ask for your understanding and to join us in treating every precious artwork with care.
[2026 Image Preservation Science Statement and Practical Guide]
No material is immortal. We are committed to truthfully disclosing the latest material science and protection limits to you:
- Objective Physical Limits: In Taiwan's hot and humid conditions, metal prints displayed for many years may still experience very slow aging.
- Strongest Environmental Adaptability: Naturally waterproof and moisture-resistant, free of optical brightening agents (OBA), making it the safest choice for glass-free, naked display.
Guidelines for Displaying and Preserving Metal Prints (Click to read):
1️⃣ Scientific Analysis: Ten Years of Research and Taiwan Climate Testing → 2️⃣ Home Display: If you're comfortable, your metal print is comfortable → 3️⃣ Advanced Archiving: Dark Storage Guide – Light Protection Does Not Equal Freshness →If you are a professional who values data and scientific evidence, welcome to click on the specialized white papers below to delve into the complete chemical data from ISO officially authorized texts and original academic papers:
A Heartfelt Message from Weiss
We have carefully compiled these instructions in hopes of providing you with the most comprehensive shopping experience, and to allow you to enjoy the beautiful experience of having your artwork with you for a long time. From automatically upgrading shipping insurance to sharing exclusive preservation knowledge with you, it's all to help you effortlessly integrate precious memories into your life. Thank you for your patience in reading this far. Your understanding and agreement are the most important prerequisites for us to begin your exclusive production. Thank you again for your trust and affirmation in Weiss Imaging!
[Appendix] Logistics Claim Related Regulations and Subsequent Procedures
To protect your rights and ensure smooth claim procedures, our company's shipping claim regulations strictly adhere to the following logistics-related laws and third-party insurance terms.
Excerpts from Chunghwa Post Registered Mail Regulations
Our post office registered parcels are all sent as "declared value mail." Upon receiving your notification and necessary documents, we will contact the original postal office of dispatch to assist in confirming the item's damage and processing compensation. Any compensation amount determined by the post office in accordance with regulations will be 100% reimbursed to the customer. The relevant criteria for determination are based on the following "Postal Act" regulations:
Dedicated Vehicle Freight and Moving Company Insurance Claim Procedures
For orders shipped by truck or dedicated vehicle, we additionally purchase "third-party shipping insurance" before dispatch. In the event of cargo damage, we will be fully responsible for all communication, including filing the insurance claim, contacting loss adjusters for assessment, and will fully disburse any insurance payout received to the customer.
To ensure a smooth claim process, it is crucial to properly store the damaged artwork and all packaging materials, awaiting instructions from the freight company. The "On-site Confirmation of Cargo Damage" document you obtain from the relevant branch on the same day is absolutely necessary proof for the insurance company to determine that the cause of damage was "negligent transportation"; please make sure to assist in obtaining it.
