Why Magnets and Specialty Products Ship Separately
Your photo prints and specialty items can arrive in different packages and at different times.
Magnets and other specialty photo products ship separately from standard photo prints. They follow a separate production and fulfillment process, so items purchased in the same order do not necessarily arrive together.
Can my photos arrive before my magnet?
Yes. Your individual photo prints may arrive first, with your magnet or another specialty item arriving separately. The specialty item can also arrive before your photo prints. One package arriving first does not automatically mean that another item was left out or lost.
Why are specialty products handled separately?
Specialty products are not fulfilled as part of the standard photo-print shipment. The separate production and fulfillment process means they can be ready and delivered at a different time. Separate delivery does not mean that you placed another order.
Does a shipping or delivery notice cover every item?
Not necessarily. A notice or tracking update may relate to one shipment rather than everything you purchased. Check the items listed in the notice, when that information is provided. If it is unclear which products a notice covers, our customer service team can help review it.
Receiving your photo prints does not confirm the shipping status of your magnet. Likewise, receiving a magnet does not confirm that the photo prints have shipped. The status of the outstanding item needs to be checked separately.
Do magnets follow the class composite timeline?
No. The school-proofing requirement and the general after-January-1 school-shipping timeframe in our composite article apply to class composites. They are not the shipping schedule for magnets, standard photo prints, or other specialty products. The outstanding product needs its own delivery information. Learn more about class composite production and delivery.
When should I contact Van Gogh?
Contact us when you need an update, a communicated delivery estimate has passed, the tracking for the specific item shows delivered but it has not arrived, or you received an incorrect or damaged product. You can also ask for help simply because you are unsure what remains to be delivered. You do not need to wait for school distribution to finish before contacting us about a specialty item.
Use the Van Gogh Help Center and include your order number, if available, the product and quantity you are waiting for, and what has already arrived. Share any relevant tracking information you have. We will review the concern without assuming that separate shipping explains every missing item.