Customer Service

Contact Us | My Account | Ordering Offline | Shipping and Handling | Email Preferences | Special Offers & Promotions | Member Discount | Gift Certificates & Store Credit | Art on Demand | Security and Privacy


Contact Us

For customer service inquiries or to order by phone, please call (215) 684-7962. You may also email us at pmaservice@philamuseum.org.


My Account

If you are registered with us, you can obtain access to your account details quickly and easily, i.e., changing your profile, email preferences, and address book information, as well as view your online order history and track shipments. You can also manage your wish lists, registries, and keep track of gift certificate balances..

Please use your email address and the password you selected to sign in. If you have forgotten your password, you can reset it at any time.

 

Ordering Offline

If you prefer to place your order by phone, please call (215) 684-7962 . You may also email us at pmaservice@philamuseum.org.
 

Shipping & Handling

The Museum Store offers three levels of service within the United States plus international shipping. FedEx delivery is available to more than 215 countries worldwide. Orders must be placed by 2:00 PM EST for expedited services. The table below outlines available shipping services and the corresponding costs.

 

Standard

Expedited Rush International
Guarantee: 4-7 business days 2-3 business days Next business day 2-15 business days
$0.01-$15.00 $7.95 $22.95 $32.95 $42.95
$15.01-$25.00 $9.95 $24.95 $34.95 $44.95
$25.01-$50.00 $11.95 $26.95 $36.95 $46.95
$50.01-75.00 13.95 28.95 38.95 48.95
$75.01-100.00 14.95 29.95 39.95 49.95
$100.01-150.00 15.95 30.95 40.95 50.95
$150.01-200.00 19.95 34.95 44.95 54.95
$200.01+ 25.95 40.95 50.95 60.95

Please note that for international shipments the recipient is responsible for all applicable customs duties, tariffs, taxes, or brokerage fees (brokerage fees apply to all Canadian addresses, and to some other locations), which are collected by the carrier on delivery.

Additional shipping charges may apply to some orders due to size, weight, or special handling that is required to make sure your order reaches you safely. A customer service representative will contact you prior to processing your order, if any additional fees apply.

Holiday Shipping Deadlines

For guaranteed Christmas delivery to US contiguous 48 states, excluding P.O. boxes and APO/FPO addresses, order by 2:00 PM EST on the following days:

Standard delivery: December 15, 2016
Expedited delivery: December 21, 2016
Rush delivery: December 22, 2016
International ground delivery: December 14, 2016

Addresses must be able to accept FedEx delivery. Shipping timetable not apply in the event of carrier service interruptions or errors.

 

Returns & Exchanges

We want you to be completely satisfied with your purchase. However, if for any reason you are not pleased with your order, please follow the instructions below for an exchange or refund. Returns are accepted within 30 days of purchase with an original packing slip. For health and safety reasons, pierced earrings are not returnable or exchangeable. Refunds are issued in the form of original payment for the amount of the returned merchandise (not including shipping or service fees).

1. Circle the item(s) you wish to return on your packing enclosure, indicate the reason for the return, and whether you need to exchange for another item.

2. Pack the item(s) securely and ship them to the return address below using a postage paid traceable ground service.

Return Address

The Philadelphia Museum of Art, ATTN: Museum Store, 2500 Benjamin Franklin Parkway, 19130

If your order arrives damaged or is missing items, please contact us immediately, as we must file a report with FedEx within 10 calendar days from the date you received your order. In the case of damage, it is important that all packaging be saved so that FedEx can determine how the damage occurred. Credits for shipping charges are only given when an item is received in damaged condition or if the item received is incorrect.

Refunds for items received as gifts will be issued in the form of an electronic gift certificate for the price paid by the purchaser, provided the original order can be identified. Without a packing slip, a refund will be issued at the lowest selling price.

Damaged or defective CDs, DVDs, and other multimedia products can be exchanged for the identical item but cannot be returned for a refund. New unopened multimedia products in their original plastic wrap may be returned within 30 days of purchase for a full refund with an original packing slip.

 

Email Preferences

You can sign up to receive email from the Museum Store when you register. If you are registered, you can manage your subscription in My Account on the Email Preferences page. You can unsubscribe from email at any time using the links in the footer of our emails.

Please note that the Philadelphia Museum of Art does not sell or share your personal information. For further information, please view our privacy policy.

 

Special Offers & Promotions

The Philadelphia Museum of Art Store makes special offers and promotions available to our customers on our website, through our emails, Facebook and Twitter accounts, and in print and online media. To use a code enter it in the Promotion Code or Coupon field on the shopping cart page. Your savings will display in the order totals area.

Only one code can be entered per order unless specified otherwise. Codes cannot be applied to prior purchases. Minimum order total requirements (excluding shipping and handling charges) must be met for each order, and the code must not be expired.

 

Membership Discount

The Museum Store is pleased to offer a 10% discount on retail purchases to members. To use the discount online, enter the code you received from the Membership Office in the Membership Code field on the shopping cart page.

 

Gift Certificates & Store Credit

Sending an eGift Certificate is quick and easy. The Philadelphia Museum of Art Store offers eGifts in $25, $50, $75, $100, $150, and $200 denominations. Simply select the amount of your gift and check out. You will then receive both an email to confirm your order and an eGift Certificate email that you can send to your recipient with a personal note.

Emails for eGift Certificates contain the amount of the gift and a redemption code. Your recipient will need to apply the eGift Certificate code to their Museum Store account in order to redeem the gift. Unused portions of eGift Certificates are converted to online store credit after orders are placed and can be used on subsequent purchases. All eGift Certificates are redeemable online only and never expire.

 

Art on Demand

The Museum's Art on Demand program is designed to provide custom-produced archival quality print reproductions of a large range of images from our collections and exhibitions. Our collaboration with technology and print specialists allows us a number of customer conveniences including print size, a choice of paper or canvas, and a range of framing styles. All the printing and optional framing is done in the USA with orders custom-produced and shipped for delivery within two weeks. Because everything is made to order, sales are final and non-returnable.

 

Security & Privacy

What contact information does the Museum Store require to place an order?

You may browse the Philadelphia Museum of Art’s Store website without registering or submitting any contact information. When you order a product from the Museum Store, we require your name, billing and shipping addresses, telephone number, e-mail address, and credit card information to process your order.

How does the Museum Store use your contact information?

We will retain minimal contact information in order to facilitate better customer service, keep you up-to-date on your order status and to inform you of future products and promotions. You may also choose to register for an account at our online store, which will use your contact information to allow you to hold items in your cart, to checkout more quickly and to easily access past orders. To update your contact information, please email pmaservice@philamuseum.org

Does the Museum Store share your contact information?

We do not sell or rent the information you provide to us to third parties. However, we do contract with service providers to assist us in maintaining and managing our databases, to securely process online orders and to analyze the traffic patterns on our site. We do not authorize those third parties to make any other use of your information. 

How do you know your personal information is secure?

We do our best to provide a safe and convenient shopping experience. We contract with third parties who are PCI compliant, use SSL encryption and have in place physical, electronic, contractual and managerial safeguards to protect the security and privacy of your information. If you prefer to place your order by phone, please call 215-684-7376.

What other information does the Museum Store collect?

Through our analytics service provider, we collect cookies during each visit to our site. Cookies are pieces of information stored directly on your computer that collect data about your interactions with our website, such as pages viewed and links clicked. We use the information to understand how our website is used and to measure the success of our marketing campaigns. If you would like the option not to have cookies used by third-party companies during your visit to the Museum Store, you may visit: http://www.usa.gov/optout-instructions.shtml. If you choose to do so, you may not be able to take advantage of some of the interactive features of our website.

California Resident Privacy Rights California Civil Code Section 1798.83 permits customers who are California residents to request information regarding our disclosure of contact information to third parties for their direct marketing purposes.  To make such a request, please email us at pmaservice@philamuseum.org

 

Terms of Use

The contents of this site, including all images and text, are for personal, educational, non-commercial use only. The contents of this site may not be reproduced in any form without the permission of the Philadelphia Museum of Art.

The Philadelphia Museum of Art does not authorize or prohibit links to its website provided that any such link does not connote an endorsement by or affiliation with the Philadelphia Museum of Art.