Faq's
How do I order?
Ordering is easy with an intuitive interface and step-by-step navigation. Here is an overview:
1. Go to our website (if you have not already done so).
2. Choose your size then click “Add to order.”
3. Upload your photo; once you are satisfied with your preview, proceed to the checkout button.
4. Your shopping cart will appear with your order, shipping method, and fee. Complete the checkout process and your order will be produced.
What resolution should my image be for uploading?
We typically like to say the higher the resolution the better. The resolution rate from most current digital cameras works perfectly for our canvas products. If your camera is 5 mega pixel or higher and you've taken the photo at the highest setting you won't have a problem. If you are not sure about any of that, you can check the file size by right clicking on your image, then, click on properties, where the size will be displayed. You can always go ahead and upload your photos and our intuitive image-editing tool will give you a warning if the resolution is too low. The ideal rule of thumb is 1 megapixel per square foot, however a 12” x 12” print should be at least 1/2 meg. A 2ft x 3ft (=6 square feet) should be at least 3 meg.
Please note: All file formats should have a minimum of 300 dpi (dots per inch) resolution. Images designed for the web have a low screen resolution of 72 dpi. Print images need to be created at 300 dpi or there will be a substantial drop in image quality.
What file formats do you accept?
We currently accept JPEG files. You can try other standard formats and see if they are automatically converted. We would recommend that you convert these and check the resolution prior to uploading.
How do I upload my traditional flat prints?
You have three options:
Mail: You can mail them to us. Send to our address below with your contact information including email and daytime phone numbers. Once we receive your order, we will contact you to review your order and product requirements. If this is a valuable photo, please make sure you send it utilizing a trackable shipping carrier. We cannot accept negatives, transparencies, slides or any other related original media format. Send duplicates to avoid any unforeseen circumstances that can occur, such as loss or damage. We can accept prints up to 9x12 in size. Be sure to properly secure these items in a photo mailer to prevent damage in shipping.
Scan: You should use a flatbed scanner with a minimum resolution of 300 dpi. Make sure you save in RGB JPEG mode. Use a high quality low compression setting. See the suggested resolutions above for best results. Once you have your final acceptable image, you can then upload to our site.
Retail: There are many retail stores that will scan your photo for you and copy to a CD or DVD. Just be sure and share with them the scanning requirements above.
*We process manual orders currently at no additional charge. When sending in your photos or art, DO NOT SEND ORIGINALS. We cannot accept negatives, transparencies, slides or any other related original media format. Send duplicates to avoid any unforeseen circumstances that can occur, such as loss or damage. Locate the nearest photo lab to have duplicates made. We are not responsible for any loss or damage of your duplicate photos or images. We will do our best to return your images, however we reserve the right to reprint your duplicate image and send that to you in place of the prints you send us.
Can I upgrade my coupon?
If you are upgrading, you will just pay the difference between the retail values and shipping costs.
Please note: Not all vouchers and discounts can be upgraded/downgraded, please check the terms and conditions of your voucher to see if you qualify.
How do I edit my photos?
We have developed the best Canvas ordering site available. There are many onscreen options for you to edit your own photos. You are able to crop and adjust many other features including changing the color of the overall photo. Other features include changing the photo to black and white, sepia tone and using our advanced auto contrast and auto levels option to color correct your photos. This way you can see exactly what you get before it is printed.
Can I see my image before you print it?
Our onscreen editing will give you a proof of your product before it is printed. Don't like what you see, then change it as many times as you like before ordering. If you have already placed an order and would like another proof before printing, it will be an additional $15.00 fee per proof. Please contact Customer Service at CustomerService@PhotoPhotos.com to request and pay the fee in order to receive a proof.
What type of color management do you offer?
We print utilizing the best-of-breed printers, canvas, inks and coatings. All of this must be calibrated together. We use several devices from X-Rite Corporation to keep your print calibrated to manufacturer and Color.org specifications.
What if my photos have a copyright on them?
We are not permitted to reproduce copyrighted material. Since you are uploading and creating your own product, it will up to you to make sure you are not violating any copyrights. You may also email a Copyright release form to the Customer Service Department found on the Contact Info page.
What if I have a series of prints?
If you are ordering a series of prints that you’re intended to hang consecutively, please do notate it in the notes section at check out. For example, if ordering 3 prints, note 1/3, 2/3, and 3/3.
Can you color match previous orders?
If you have ordered a b&w or sepia toned print from us in the past and would like us to color match it, please reference the previous order number in the notes section. We will try our best to match your previous order history.
Product Specific FAQ's :
CANVAS
What is a wrapped canvas?
A wrapped canvas is intended to be hung unframed. Canvas is stretched and mounted on a 1-1/2” thick 1-1/2” wide or 3/4” thick 1-1/2” wide wooden stretcher/strainer bars. The sides and corners are wrapped. No staples are visible. It's ready to hang on your wall!
What finishing options do I have?
We currently have three finishing options.
Gallery Wrap
Your print will be stretched over a wooden frame. The image will flow over the four sides of the canvas. These come ready to hang and do not require a picture frame (Keep in mind your photo will bend around the edges, so crop accordingly.) They come in both thin and thick versions. Thick Gallery Wrap - The canvas is wrapped around a 1-1/2 inch thick wooden stretcher frame. The image wraps around the sides for a clean modern look, finished and ready-to-hang.
Thin Gallery Wrap
The canvas is wrapped around a 3/4-inch wooden stretcher frame.
Gallery Wraps feature your image stretched side to side and the photo wrapped around the four edges. Therefore if you order an 8 x 10 print, standard 3/4-inch thick frame, your image will actually be printed 9 1/2 x 11 1/2. If you order it on a thick 1 1/2 inch frame, then your image will be printed 11 x 13. You can see your image is actually printed much larger than the size of the canvas print you order. Make sure you keep in mind that since your image is wrapped around the edge, you will need to crop accordingly. This is the reason we give you a live preview of your canvas image before you order.
Museum Wrap
Your print will be stretched over a wooden frame. The image will be printed full-frame and will stop at the front edge of the frame. The edges are white, black, or a color of your choice. These are ready to hang, or you may have them framed. The edges can be thin (3/4 inch) or thick (1- ½ inch). This is a great option if you don’t want the picture wrapping around the edges, your photo does not have room for cropping, or you are framing your canvas print. Please look at the examples and differences on the main page of the web site.
Canvas Roll
The options are endless when deciding how to display your canvas print. Your image will be printed on canvas and then sent on a roll or flat depending on the size, ready to take to your favorite frame shop.
How do I clean the canvas?
The canvases are quite durable and should resist most scratches, smudges, fingerprints, etc. You can dust canvases with a soft, dry cloth. If your canvas is damaged and needs deeper cleaning you may try a damp cloth, but we cannot guarantee or recommend this. Should the canvas get nicked and lose ink in a certain area, it can be touched up with waterproof felt-tip markers or touch-up paint.
Canvas characteristics:
Your images are printed on the highest quality archival canvas available. Printing on canvas gives a unique effect and every print is a little different. The material is real canvas and with a true weave pattern that you will see through your photo. Due to the fact that this is a natural material, you will typically see variations in the canvas material that will show in your print. This is not a defect but a natural characteristic of the product. Your color will slightly differ from your original with color and contrast varying up to 5%.
*PLEASE NOTE: Hanging hardware is included as a courtesy, it can be removed or assembled in the orientation desired. If you happen to receive your print without the hanging attachments or incorrect orientation, please contact Customer Service to request one additional set of hanging attachments.
How long will the prints last?
We use archival quality inks, canvas and materials and test results have been shown that your product will last over 75 years.
How do I clean the canvas?
The canvases are quite durable; they should resist most scratches, smudges, fingerprints, etc. You can dust canvases with a soft, dry cloth. If your canvas is damaged and needs deeper cleaning you may try a damp cloth but we cannot guarantee or recommend this. Should the canvas get nicked and loose ink in a certain area it can be touched up with waterproof felt-tip markers or touch-up paint.
Metal
Metal Quality
Metal prints are printed on aluminum that has a coating applied with state-of-the-art coating machines. The coating that is applied sometimes contains some small imperfections such as small divots or bumps. We inspect each sheet carefully and if there are imperfections, we place them in the most unobtrusive parts of the image. We cannot remake prints due to these imperfections.
Metal Print Finish:
We use very high quality UV heat cured printers. A thin layer of white coating is applied to the aluminum to enhance the color process. This process produces a vibrant satin finish. Due to a layer of white coating applied beforehand, we recommend that you take this in consideration and use a photo with minimal white for best results. We do our best to print your order as placed however, there is a slight cropping variation of 5% due to your image printing full bleed.
Can I hang my metal print outside?
Our metal prints are made from .045” aluminum and designed to last a lifetime. They will not rust or tarnish. They have a wood or composite backing with a hanging groove or loop. The images are printed and UV cured to the front however not designed to be in direct sunlight. You may hang them outside, but we cannot guarantee that the prints will not eventually fade. You do not want to get them wet or hang them where weather could cause damage.
Heat fused products
Heat fused product characteristics:
Heat fused products are printed on aluminum or other material that has a finish applied with state-of-the-art coating machines. The coating that is applied sometimes contains some small imperfections such as divots or bumps. We inspect each sheet carefully and if there are imperfections, we place them in the most unobtrusive parts of the image. We cannot remake prints due to these imperfections. Your color will slightly differ from your original with color and contrast varying up to 10%.
Glass
How do I clean the glass?
The glass is similar to normal household glass on the front. You can use diluted vinegar or Windex and clean the front. Use a soft cloth or handkerchief and spray the cloth first and then clean the glass. Do not put any type of chemicals on the sides or back of the glass.
Glass print characteristics:
Your images are printed with the highest quality archival inks and materials available. Printing on glass gives a unique effect and every print is a little different. Due to the fact that this is a natural material, you will typically see variations in the material that will show in your print. This is not a defect but a natural characteristic of the product. Your color will slightly differ from your original with color and contrast varying up to 5%. We do our best to print your order as placed; however, there is a slight cropping variation of 5% due to your image printing full bleed.
Glass product characteristics:
Glass products are printed with state-of-the-art high definition printing equipment. The materials sometimes contain some small imperfections such as divots or bumps. We inspect each sheet carefully and if there are imperfections, we place them in the most unobtrusive parts of the image. We cannot remake prints due to these imperfections. Your color will slightly differ from your original with color and contrast varying up to 5%.
Is the glass breakable?
YES! We use high quality polished glass made for photo and picture frames. It is not tempered or auto safety glass. We adhere a special foam backing that is used to block out any light coming from the back, give additional depth-of-field and protect the glass from shattering if it is dropped or broken. Like any other glass product in your house, it is breakable. Take extreme care when hanging, mounting and displaying your product. If you drop or break the glass, be sure and clean the area very thoroughly. We cannot be responsible for any issues related to damage of your product or if your product does any additional damage to surrounding areas or individuals.
Bamboo
Is Bamboo Eco-Friendly?
Yes, the benefits of using a renewable and readily available alternative source of material are endless. From a forestry standpoint, bamboo can be grown with no added fertilizers, pesticides or irrigation and can sequester up to 70% more carbon per year than a hardwood forest. Uses and applications for bamboo are plentiful: furniture, flooring, plywood, veneers, bicycles, fabrics and now bamboo prints. The bamboo products are Soybond manufactured without added formaldehyde and are available FSC® 100% Certified.
What is different about a print on bamboo?
The process of digitally printing directly to the bamboo allows for the natural wood grains to come through the image, colors overlay off the natural grain to create a one of kind piece. By directly printing onto the bamboo, we are utilizing the natural features of the wood grain to compliment your image. Keep in mind printing on bamboo will alter your final image colors; therefore the final results will vary from your original photo.
Bamboo product characteristics
We do our best to print your order as placed, however, there is a slight cropping variation of 5% due to your image printing full bleed. Wood products have natural imperfections that will show through your image. This is a characteristic of all wood products and only enhances the authentic nature of the product. Each product is unique and crafted to order in Houston, Texas.
(We are not able to refund wood products due to natural imperfections in the material)
Bamboo size
All sizes are approximate and can vary up to 1/8" to 3/16" of stated actual dimensions
What is the best way hang the product?
The product ships ready to hang with hanger attachments on the back or keyhole slot. We don’t include or attach wires since it can damage your print during shipping and many customers do not use the wire for hanging. You may choose to add your own hardware if you have a preference on hanging your artwork. Be sure a hang you product securely to the wall since it is breakable.
How do I clean my bamboo print?
The bamboo is quite durable and should resist most scratches, smudges, fingerprints, etc. You can dust all non-printed surfaces with a dry, soft, cloth.
Can I hang my bamboo print outside?
We don’t recommend bamboo prints to be hung outside.
Can I use Instagram photos?
Instagram photos that use a blur or filter technique may look okay at larger sizes, however, square sizes such as 6x6, and 8x8 are the best options.
*The 4x6 bamboo print is intended for desk or table top display and does not come with a keyhole slot.
*All FAQ’s are a generalization. For specific questions and details, please email one of our customer service representatives. All times are estimated and will vary. This FAQ page is subject to change without notification.
Are there any restrictions on what type of photos can be printed?
You can print any digital image on canvas with us. There are no restrictions on what subjects can be printed, but we reserve the right to refuse orders with questionable content. You must however be the copyright owner of the image or have obtained permission for reproduction from the copyright owner.
What about shipping?
We ship your product using the best possible way to get your product to you safely and in a reasonable amount of time. We typically use DHL and Federal Express, but sometimes the United States Post Office does a better job in certain locations. If you do not receive your product within 7 business days after our posted production time, then please contact our support email found on the Contact Info page and we will get back to you.
What are your shipping charges?
Shipping charges are based on the size, weight, value and destination of your package(s) and also include labor, packing/wrapping, packaging supplies and materials. Individual orders may be shipped together and will incur the individual shipping charges since a majority of the fees are in the items above, less freight cost. Your shipping charge will be calculated prior to entering your payment information.
What if I want to ship to someone else?
When you place your order, we will prompt you for a shipping address.
Can I ship to Canada?
At this moment shipping to Canada is unavailable.
Do you provide rush service?
For a quote on rush production, please email or call our Customer Service Department.
Can you ship to a PO box?
We must have a physical address to ship to. If you have a PO Box or APO box, you may contact us for additional options.
How are the products packaged?
We use specially designed packages for shipping. Soft wrap canvases come wrapped and are held securely in the box.
What if my print arrives damaged?
If you notice your package is damaged while your delivery person is having you sign for the package, please let the delivery driver know and have them note the damage. You will need to keep all packaging materials for inspection. Please handle your prints carefully. We cannot replace a print that is damaged from mishandling after you receive it. We have a very low rate of damaged packages but accidents do happen. If your package arrives damaged please take photographs of the damage and contact us by going here.
Do you guarantee your product?
Yes, our products are guaranteed. If when you receive your product you notice a problem, please contact our customer service department within thirty days of shipping. If your product is damaged, you will need to keep all packaging materials and take pictures of the box and all packaging. We will work with you on a replacement or solution to your issue. All we ask is for you to return the product at your expense. Our contact info ca be found here
What is your privacy policy?
Please review the policy on our website.
I do not see the size that I want; do you offer custom sizes?
Yes, we can create any size product including any other large format offering. We have many sizes to choose from. Please contact our Customer Service Department found here for a fast quote on your custom size or product.
I am a professional; do you offer discount prices and quantity pricing?
Yes, we do. Please contact our Customer Service Department by visiting this page for more information.
What payment methods are accepted?
We accept Visa, MasterCard, Discover and American Express. Your card is charged at the time of checkout online.
The order said it was declined or the transaction could not be completed, what happened?
For security, our merchant services provider verifies that all billing information for the credit card matches what the bank has on file. If the billing address you entered does not match the card you used, the transaction will be declined. Be sure to also verify that the number, expiration date and security code are all typed correctly. If you still have trouble there may be a communication error with your bank, please contact them for more information or contact our customer support department by email found on Contact Info page.
What if I made a mistake and need to cancel my order?
If you have made a mistake with your order or need to cancel it, contact us immediately to make corrections. Please call during our business hours of Monday through Friday, 9am to 5pm Central time, after hours contact us by email found on this page. We typically start the production process within a few hours of your order. Once the order has been processed, unfortunately we cannot make changes.
My coupon code does not work?
Please check the code and make sure you have entered it correctly.
Make sure the coupon has not expired. If you have a valid coupon and it still does not work, you can contact our Customer Service Department by going to Contact Info page.
What if I forgot my password?
If you forget your password, go to the, Login Page and click the link that says, Forgot your password? You will be prompted to enter in the email address from the account and the site will email you instructions. Your existing password or a temporary password will be sent to you.
Production Time
Please note that order fulfillment includes time to manufacture the product along with packing and wrapping. Shipping typically runs an additional 3-5 business days in the US and longer for the holidays. (Excluding shipper delays) Our current estimated time to manufacture most products is currently approximately 10-15* business days and may be longer during the holidays and peak ordering times.
This time estimate is assuming your image is received “print ready”. Images requiring “intervention” special handling will be put on hold and take longer and delay production process. Orders requiring intervention include some of the following issues, special requirements, low resolution, too dark, too bright, general low quality photos, cropping problems, changes and inquiries including delivery information and other related issues. Since most products are customized, production times are estimates and or not guaranteed.
*Please see our Terms of Use and Warranty Policy stated on our web ordering sites. All policies, terms of use and warranties apply to all products including retail, walk-in, online and mail in orders.
*Please Note: We are unable to store completed customer orders longer than 90 days. *All unclaimed completed orders not picked up or if your product is undeliverable due to no fault of our company after 6 months may be discarded with no refund given.
