Contact Us

 

Please look at answers to our most often asked questions before sending us an email.



I am having trouble uploading my image, is there anything else I can try?

A: If you are experiencing difficulties with our new image uploader & crop tool, please try the following:

  • View our video that walks through the ordering process step-by-step to ensure best results.

  • Try an alternate image to see if your original image has compatibility issues with our website. Files that are less than 500KB or more than 10MB will not upload to our website. Your image must also be in JPG format. Images at 300DPI or higher may also experience difficulties.

  • You may experience difficulties cropping your image if you are using a laptop touch pad or any touch screen device. To resolve this, plug a mouse into your USB port, or try again using a desktop computer.



When should I expect my order to arrive?

A: Our typical turn-around time is 6-10 business days from the time the order was placed. If we have any questions on your order, we will contact you. In the meantime, as long as you received an email confirming your order, rest-assured that we have received your order. We are working around the clock to process all orders in a timely manner. We thank you in advance for your patience and understanding.

For customers in need of immediate service we offer rush processing. For more information, click here.

Click here to view the real-time status of your order >>



What if I do not have a digital image?

A: We are unable to process physical images. However, there are usually easy ways to have your printed image converted into an electronic file. Most large chain department stores offer a service that will create digital copies of your photos for a minimal fee if you do not own a scanner. Or, perhaps a friend or neighbor has one and can scan it for you. Please have your image scanned at a resolution of 600dpi for best printing results.



What's the difference between "stretched" and "gallery wrapped"?

A: Stretched means that the printed canvas photo is stretched over wooden framer bars and is meant to be mounted in an outside frame of your choice. Gallery wrapped means that the printing on the canvas extends around the sides of the stretcher bars. This means you can hang the print as is without the need for an outside frame.



Why is my image not cropping properly?

A: You can see what your image looks like with one of our other Border Options by selecting them during the ordering process. Alternatively, you can select a different size to accommodate your image. These options will positively make sure that your image content is printed on the front of your canvas.

Please also view our video that walks through the ordering process step-by-step to ensure best results.

Your satisfaction is guaranteed. So if for some reason you are unhappy with your product, please let us know.



What is your Return Policy?

A: Our Policy: You are #1!

Our number one goal is to make sure you are happy with our product. This way you will tell everyone about us. If you're not absolutely satisfied with your purchase, we will reprint, exchange or return your product within 30 days of receipt.*

*Some purchases are subject to special return restrictions. See below for details.


Returning Damaged / Defective Items

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer service team. In many cases, action (in the form of reprint or refund) can be taken as soon as substantiation of the claim has been provided by the customer. If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Picture it on Canvas for inspection before a determination can be made as to the state of the product.


Color Issues

Remember that color variations between a computer monitor and/or another printed product will differ slightly when printed on a different substrate. If you are not happy with the color of your product, we will need to see it so that we can make sure to adjust the image accordingly. For a canvas, please cut out a large portion of the canvas, making sure that the portion with the color issue is in the cut out. We will then need that cut out mailed to the address below. For metals and slates, we'll need the entire product mailed back to us. Be sure to include your order number, the reason for the return and your contact information.

Picture it on Canvas
Returns
12525 Stowe Dr.
Poway, CA 92064


Product Restrictions

Photoshop service fees are non-refundable, including but not limited to: collage, digital textures, adding text, backplates, restoration and dust and scratch removal. Fees are also not transferable to a reprint of a new image for a new product.



 

If you still have questions or concerns, please email Customer Service at info@pictureitoncanvas.com or call us M-F 9am-5pm PST at 858-679-1200.