LOCAL CUSTOMERS

I want to pick up my orders at one of your local retail stores. How do I arrange this?

We have seven convenient retail locations in the Richmond, Charlottesville, and Fredericksburg areas. There are no shipping or delivery charges for orders sent to our retail stores for pick up. To choose this option, contact Customer Service to have the store location of your choice added to your account, and select “Pick up at store” as your shipping method in the ordering software. Orders sent to our retail stores have one additional day added to the in-lab turnaround time for delivery. Orders being picked up at our Broad Street location (where our main lab is located) will be available by 4:30pm at the latest on their due date. Our retail associates will contact you when your orders are ready for pick up. For a full list of our in-lab turnaround times and more information, view our Price Guide.

How do I pick up my orders at a location different than the one designated on my account?

To pick up your order at a location different from what’s designated on your account, contact Customer Service as soon as possible to make this change.

What is the in-lab turnaround time for orders being delivered to local customers?

Orders sent to our retail stores or to your studio via courier have one additional day added to the in-lab turnaround time for delivery. Orders being picked up at our Broad Street location (where our main lab is located) will be available by 4:30pm at the latest on their due date. Our retail associates will contact you when your orders are ready for pick up. For a full list of our turnaround times and more information, view our Production Schedules page or our Price Guide.

Do I pay for my orders when I pick them up at the local store?

For your convenience, we charge the credit card on file with your account before sending orders to the retail stores for pick up, so you’re able to simply pick up them up and go. To view and edit the credit card number and billing address we have on file for your account, make sure you’re logged in here on our website, visit your Account Information page, and click on “Update Payment Information“.

Will I be charged sales tax on my order?

You will only be charged sales tax if you operate your business in the state of Virginia and do not have a valid ST-10 Form on file with us. If you’re a customer in Virginia, please download and fill out an ST-10 Form, and email or fax (804-649-3724) a copy to us. For more information, please contact Customer Service.

I'm a local customer and I want delivery to my home or studio. Is this service available?

Please contact Customer Service to determine if this service is available in your area.

Will I receive an email when my order is available to be picked up?

For your convenience, you’ll receive a call from our retail sales clerks when your order is available for pick up. If you choose to receive shipping notification emails, you can view your order information including the store your order was sent to, or you can view this information online. To choose to receive the shipping notification emails, log in and edit your account information or contact Customer Service.