Frequently Asked Questions


Website Problems

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

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

  • 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 over 300DPI may also experience difficulties.

    Images formatted in CMYK color mode will experience delays. Please upload images in RGB mode to avoid these delays.

  • Try an alternate Border Style (Thin/Thick Canvas only). The Gallery Wrap option will wrap a portion of your image around all four sides of your canvas. Other Border Style allow your image to remain on the fron of your canvas.

  • 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.


Questions about your Image

Can I see a proof of my order before it gets printed?

A: Electronic proofs are available for an additional $10 each product.
Sometimes you really want to see it before it goes to print. No problem. We will supply you with an electronic rendition of your final product. Please allow 1-3 days for this process. Once you approve the proof, we will send it to print. If you're just not sure how to size your image, please see our guidelines.



Are any images deemed unacceptable?

A: We would like for everyone to enjoy all the products that Picture It On Canvas has to offer. We fully respect the rights to free expression, and are thrilled that Picture It On Canvas products enable people to express themselves fully in the real world.

To ensure that Picture It On Canvas continues to be enjoyed by everyone, we have a few rules that we ask for everyone to abide by. The following content is not permitted at Picture It On Canvas:

  • No text or images that infringe on any intellectual property rights including, but not limited to copyrights, trademarks and rights of privacy/publicity
  • No text or images of obscenity, pornography or nudity that is not artistic in nature
  • No text or images that encourage or glorify drug use/abuse
  • No excessive violence
  • No content that is libelous or defamatory
  • No content that can reasonably be viewed as harassing, threatening, or otherwise harmful
  • No hate speech
  • No content that can reasonably be viewed as discriminatory based upon race, ethnicity, national origin, sexual orientation, or disability
  • No content that violates or encourages anyone else to violate any law

Any images that are deemed unacceptable by the rules above, or deemed offensive or in bad taste at the sole judgment of Picture It On Canvas will have the order cancelled.



Can my photograph be enlarged to any size?

A: There are limitations on how much a photo can be enlarged before the quality becomes unacceptable. A wallet size photo could not be enlarged to a 24" x 36" print for example. The Photo Requirements Guide page goes into detail on file size needed for the different print sizes. As a rule of thumb, we need around 100 pixels per inch. So, for example, if you are ordering a 16 x 20, we need an image that is 1600 x 2000 pixels. If we have any doubt about a picture we will contact you first to discuss our concerns.



What is the best file format, resolution, and image size to send?

A: Jpg's work best. Please see our Photo Requirements Guide page for more information.



What do I need to do if my picture was taken by a professional photographer?

A: We require that our customers confirm that they have permission to reprint the images they provide. Because of copyright laws you need to make sure you have exclusive rights to the photo(s) or have obtained a release from the photographer or studio that originally took the picture.



Can you enhance or repair my photo?

A: Yes. In fact, we will automatically improve your image at no charge. Our free improvements enhance the color, contrast and brightness. For an additional charge, we offer minor touch-ups and plenty of other enhancement options that will help improve your photo and maximize the quality of your finished product. See our enhancements section to see what we can do for you and for further information about these features! We can also do custom enhancements to photos that will make your photo on canvas truly unique. If you request final approval of an enhanced or repaired photo, we will be happy to e-mail you the picture first for review before printing. If you do not request approval, you agree to accept the finished print as is.



Questions about your Order

What is the status of my order?

A: Enter your Order # on our Order Status page to receive a real-time status update on your order.

View Order Status Page >>



How do I order Custom Products?

A: Please click here to go to our order tutorial video that will walk you step-by-step through our ordering process. You can also access this tutorial by hovering over tools in the above navigation and click 'How to Order'.



My order is incorrect or does not look right.

A: We want you to be 100% satisfied with your order. Please send us an email within 30 days of receipt of your product for further information regarding how we can send you a new and improved product.



How long will my order take?

A: Orders will ship within 1-5 days. Depending on when the order is placed, your order could ship same day. Also allow 7-10 days for (Standard) shipping, depending on where you live.  The option for shipping we use is UPS Ground shipping which balances economy with speed.  If you would like to recieve your order sooner, click here to learn about our rush orders . However, you will need to pay the overnight shipping charges if necessary.
Click here to view the real-time status of your order >>



When you print my image on metal or slate, will there be any discrepancies in my image's colors or quality?

A: Your metal or slate may have slight "dimples" or imperfections; this is a natural part of the finish. We do examine each finished product and compare them to your image to make sure these tiny imperfections won't appear in a prominent position, such as on a face. We are unable to remake metals and slates because of these bumps on your image unless they are in a prominent area such as the face of a person. Colors may appear less saturated due to the nature of our printing process. Also, please remember that slate is hand-carved and each slate is unique. A small part of your image may be lost on the edges if the slate does not allow for your entire image to be printed on the face of the slate. It's best to use images that do not have important pieces of the image (face, head, etc.) close to the edge.



How do I clean my picture?

A: To keep your canvas photo looking it's best, carefully vacuum with a curtain nozzle to remove dust, or wipe with a lightly damp cloth. Do not rub too hard as the inks will scratch or come off if they are abused.



My order was damaged upon arrival.

A: We want you to be 100% satisfied with your order. If for any reason your product arrived damaged, please contact us within 30 days of receipt of your product for further assistance. We will need you to take pictures of the damaged product as well as the packaging it arrived in to be able to send you a replacement.



What is your return/refund policy?

A: We want you to be 100% satisfied with your order. If for some reason you are not, we will gladly provide a reprint or refund of your purchase price within 30 days of receipt of your product. To request a refund, call or e-mail Picture It On Canvas to get prior authorization within 30 days of receipt of your product.



General Questions

How much do you charge for shipping?

A: For most items, standard shipping is:

  First item additional items (each)
US: $12.95 $4.95
Canada: $34.95 $14.95
International (non-Canada): $49.95 $29.95
Alaska/Hawaii/Puerto Rico: $34.95 $14.95
     
Items such as Photo Panels and iPad cases are in this shipping category: $9.95 $1.95
     
Items such as Phone Cases are in this shipping category: $4.95 $0.95
Products sized under 30" x 40" are in this shipping category: $12.95 $4.95
Oversized items such as Clusters and Products sized 30x40 or above are in this shipping category: $29.95 $4.95

Overnight and Priority shipping is also available in most regions. Please note that shipping options do not affect the time it takes to process your order, and shipping charges are calculated based upon the shipping address entered at checkout.
For security reasons, we are unable to hold orders for pick up at our manufacturing plant.



What credit cards do you accept?

A: We gladly accept MasterCard, Visa, and American Express.



What makes your pictures on canvas such high quality?

A: Because we only use the highest quality products, equipment and inks you will find our work to be of the highest caliber.  We print your picture using Epson's newest K3 inks on 100% acid-free archival quality canvas. Our canvas is manufactured by Breathing Color and will last for decades. Our canvas is protected with a topcoat to protect your treasure and offers increased water-resistance and light fastness (resistance to fading).



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.



None of these frequently asked questions answer my question.

If you still require assistance, please click here to contact us.