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FAQ

FAQ

Q: Can I return an item I received as a gift?

A: Yes, gift recipients will receive a merchandise credit in the form of a Museum Store credit. The credit amount will be based on the current price of the item. The item returned must be in its original packaging in salable condition.

Q: How long do I have to pick up my in-store pickup order?

A: We encourage you to visit the de Young and your soonest convenience. There is no set time limit, however the 30 day return policy still applies.

Q: Do I have to pick up my in-store pickup order, or can I have someone else do it for me?

A: Yes, you can opt to have someone else pick up your order. This person will need to have a copy of your order confirmation and photo ID.

Q: I just received an email confirmation that my order has shipped. When I go to check the tracking number the FedEx or USPS site says it cannot find my order. Why is this?

A: Please allow up to 24 hours for the FedEx or USPS site to update with your shipment details.

Q: How do I cancel an online order?

A: We recommend you call Customer Care at (415) 750-3642 as soon as possible. You can also email museumstores@famsf.org to notify the Stores. Please include your contact information and order reference number.

Q: Where can I return an item?

A: You are welcome to return an item in person at either the de Young or Legion of Honor, regardless of which museum the item was initially purchased. You can also return by mail to:

Museum Stores Returns
1819 Egbert Avenue
San Francisco, CA 94124
Tel. 415-750-3642

Please note return shipping fees are not refundable. The item returned must be in its original packaging in salable condition. Please include a copy of the purchase receipt.

Q: Do the Museum Stores offer gift wrapping service?

A: Gift wrapping service is currently not available. During the holiday season, the Museum Stores do carry a limited selection of wrapping paper rolls and gift tags for purchase.

Q: Do I need to purchase a museum ticket in order to visit the Museum Stores?

A: No, you do not need to purchase a museum ticket. Access to the Museum Stores is free and open to the public.

Q: How can I submit a product for review by the Museum Stores?

A: The Museum Stores welcome product submissions and are always interested in meeting designers. Guidelines and submission info can be found here:
ProductSubmissionGuidelines.pdf
MerchandiseforReview.pdf

SHIPPING

Shipping and handling rates are based on order total. Orders shipping to more than one address will incur a separate shipping and handling charge for each destination. We offer two shipping methods: Standard and Express. All orders are shipped via FedEx Ground or Air. When possible, our orders are packaged with recycled materials to reduce waste and additional costs.

EXPRESS SHIPMENTS

Express orders received before 01:00 PM PT will be shipped the same day. All express orders received after 1:00 PM PT are shipped the following day or on Monday (if the order is received after 1:00 PM PT Friday or over the weekend).

    STORE PICKUP

    If you place an order and select Store Pickup as your fulfillment option, you will receive an additional email with pickup instructions when your order is ready. We try our best to have your order ready within 24 hours, and we are often able to have your order ready on the same day. Due to the fact that we operate at multiple locations, it can often take up to 2 days to compile your order depending on the merchandise ordered. Store Pickup is located in the main Museum Store off Wilsey Court at the de Young, and is available during regular museum hours only. The de Young Museum is located at 50 Hagiwara Tea Garden Drive in Golden Gate Park. Please bring a valid photo ID.

    Please note: FAMSF Memberships and Art on Demand orders are not available for Store Pickup.

    If you have any questions about your Store Pickup order, please contact Museum Stores Customer Service by email at museumstores@famsf.org or phone at 415-750-3642.

    INTERNATIONAL ORDERS

    We ship all international orders with tracking and insurance with our best rate to your address via USPS or FedEx. Most products can be shipped to international addresses. Delivery time should take 6-10 business days to reach your country, provided that there are no unforeseen delays in Customs. All FedEx orders are trackable. Recipient is responsible for all applicable customs duties, tariffs, taxes or Value Added Tax (VAT), which are collected by the carrier upon delivery. Shipping rates are calculated based on the weight of the order and its destination.
    For additional information, please contact Museum Stores Customer Service by email at museumstores@famsf.org or phone at 415-750-3642.

    HOLIDAY GIFT RETURN POLICY

    All merchandise purchased between November 15 and December 25 may be returned until January 31, 2017 for a full refund.

    EXCHANGES & RETURNS

    Your satisfaction is our goal. Please inspect your order upon delivery. If you are not completely satisfied with your purchase, you may return the merchandise for a replacement, exchange, credit, or refund within 30 days of receipt. Returns without an original receipt are automatically subject to a 10% restocking fee. Gift recipients will receive a merchandise credit in the form of a Museum Store credit. Please note:

    - The item returned must be in its original packaging in salable condition.
    - If your merchandise arrives damaged, please contact Customer Service immediately at 415-750-3642 or by email at museumstores@famsf.org for further instructions.
    - Shipping and handling charges are not refundable.

    Bring your return to any of our locations, or mail the package to:

    Museum Stores Returns
    1819 Egbert Avenue
    San Francisco, CA 94124
    Tel. 415-750-3642