Frequently
Asked
Questions

 

Ordering Information

 

How long will will it take to receive my prints?

Rush Orders - Orders processed and produced in 1-2 business days (Rush fees apply).

Standard (Non-rush) Orders - Average processing and production time is 3-4 business days or sooner depending on production schedule.

Transit Time for your package(s) will be 1-6 business days depending on the shipping destination. For further details, please view our UPS transit timeline map.

If you require Expredited or Overnight shipping, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com to request a quote.

 

How long will will it take to receive my digital proofs?

Our online canvas preview tool allows you to proof and approve your single panel, gallery wrapped canvas prints so digital proofs are not required.

However, our online canvas collage builder and split panel preview tools are currently under development, for these products digital proofs will be sent to you within 1-2 business days.

 

I need to change my billing and shipping details, what do I do?

Not a problem, contact us at 1.855.867.1894 or customer-care@canvasndecor.com and we will apply the changes for you prior ti shipping your order.

Please note we do not ship to PO Boxes, full address details are required.

 

Where do I enter my promotional discount code?

Once you have arrived at the "shopping cart review page", there will be an area labeled "Promo Code". Simply copy and paste the code in the text box and continue to checkout.

If you encounter an difficulties, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com

 

Do you offer discounts for Resellers, Photographers and Artists?

We sure do, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com to have your account and pricing setup.

Shipping Information

 

I received my order but it's damaged, what do I do?

We do our utmost to ensure your orders arrive is perfection condition however, accidents do happen from time to time and they are usually completely our of our control. Don't worry though, each shipment is insured and we will gladly resend you a reprint asap.

If you any additional questions, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com

 

Will I receiving tracking details for my shipment?

Absolutely, once your order is ready to ship you will receive the tracking number(s) by email.

If for some reason you didn't receiving the tracking details, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com and our representatives will provide you with the information.

 

There's a problem with the print, how do I return it?

There is no need to return the order, you can simply contact us at 1.855.867.1894 or customer-care@canvasndecor.com to inform us of the problem and our representatives will work together with you to resolve the issues at hand.

Providing us with as much information as possible including photo evidence (if applicable) is a great help too. Once we have identified the problem we will gladly process a replacement right away.

 

Which courier do you use?

United Parcel Service (UPS) is our preferred shipping carrier.

 

Do you offer drop shipping services?

We sure do! In fact we do a lot of drop shipments for our photographer and reseller accounts. None of our branding, invoices or receipts are included.

If you require additional information, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com

Photos & File Formats

 

What file types does your website accept?

Our image uploader accepts all common file formats: JPEG, JPG, TIF, PSD, AI and PDF

To view and edit your photos online using our photo editor, use only JPG & PNG file formats.

 

I have a different file format, how do I upload it?

Please contact us at 1.855.867.1894 or customer-care@canvasndecor.com and we will provide you with an alternative upload option.

If you use Dropbox, you can always upload your files to a folder and email us your shared folder link.

 

What is the maximum file size that I can upload?

Currently our image uploader will accept file sizes up to a maximum size of 512 MB.

 

My images are somewhat pixelated, can you fix this?

We have a variety of different photo effects and filters that can be applied to reduce the degree of pixelation. Please keep in mind that for pixelated photos, it is not recommended to enlarge them more than double the size of the orginal photo's dimensions.

 

Can I change my uploaded photo with a different photo after I place my order?

You certainly can however, we encourage you to contact us as soon as possible to make the change before your order goes to production.

Please contact us right away at customer-care@canvasndecor.com to make the change.

Billing Information

 

How do I request a refund?

We encourage you to speak with one of our representatives to discuss your concerns to see if we can rectify the problem by reprinting them. If you are absolutely certain that you would like to proceed with a refund, we will gladly process it within 24-48 hours.

 

Can I pay for my order after it has been shipped or when received?

Unfortunately we only accept prepaid orders as our manufacturing processes are completely custom and tailored to each order's requirements.

We do offer differed payments to select large accounts however this must be approved by our accounting department first.

 

Which payment options do you accept?

We accept online payments from Visa, MasterCard, AMEX and Paypal. The Visa debit payment option will be available soon.

 

Do you store my credit card and payment details on file?

No we don't. Both our business and online stores conform to the PCI Security Standards. At no time are your payment details stored on-site or alternative locations. We care about your privacy and security and maintain strict adherence to PCI standards.

 

How do I redeem my gift certificates?

During the online checkout process, you will be prompted to enter your gift card/certificate code for redemption.

If you are having difficulties redeeming your gift certificate, please contact us at 1.855.867.1894 or customer-care@canvasndecor.com