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. Navigate to the product page.
3. Choose your size and style and click “Design It.”
4. Upload your photo. You can use your digital file, or you can select from other album locations such as Photobucket, Flickr, Picasa, or Facebook (always make sure you have the proper resolution).
5. Now you should be at the editing screen. You can crop, rotate, and add effects such as make your photo Black and White, give it a Sepia tone, colorize it, and adjust the photo through our exclusive auto contrast and auto level features.
6. Once you are satisfied with your preview, go to the checkout button.
7. If you have not already logged in, it will ask you to do so. If you are a new customer, you will enter your information at this time.
8. Your shopping cart will appear with your order, shipping method, and fee. Complete the checkout process, and your order will be produced.
(There are many features on our site unique to the Print industry. Navigate around and explore, and we are sure you will find our ordering experience very exciting and versatile.)
How do I use my coupon or voucher?
Go through our ordering process as outlined below in “How do I order”. When you get to the check-out payment area, enter your coupon or voucher code in the coupon/kit code box.
What if my voucher has expired?
Our number one question! We do not believe in making a profit from expired vouchers. If you have purchased a voucher and it has expired, please email us your voucher number, purchase date, where you bought the voucher, and a copy of the actual voucher. We will then gladly extend this for you (We do reserve the right to not extend or honor vouchers that have issues and that are not in accordance with our company policies).
Can I upgrade or downgrade my coupon?
We will be glad to upgrade or downgrade your voucher. Most of our vouchers and coupons are product specific, so we will need to make a value change to your voucher. After you purchase the voucher, then email us with your voucher number and let us know what product you are changing to, so we can change the value of your voucher. If you are downgrading, you will not receive a credit back for the difference. If you are upgrading, you will just pay the difference between the retail values and shipping costs. For canvas products, if you are using a voucher with the “Free Thick Frame Upgrade” we will upgrade you to the same class of frame. Thus you would receive the value of the thin frame if you are upgrading/downgrading to a larger or smaller thin frame and the value of a thick frame if you are upgrading/downgrading to another thick frame product.
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.
Many of our sale partners do not send us voucher codes until one business day after your purchase, so make sure you wait at least one business day before using it. If you have a valid coupon and it still does not work, you can contact our customer service department at: CustomerService@PhotoPhotos.com
Can I use my voucher for a custom size?
Unfortunately not, our coupons and vouchers are for our most popular standard sizes. You can upgrade or downgrade to any size on our site. For custom sizes, please contact our customer service department and we will be glad to price your custom size and offer you a discount.
What resolution should my image be for uploading?
We typically like to say the higher the resolution, the better. The resolution from most current digital cameras works perfectly for our products. If your camera is 5 mega pixel or higher and you've taken the photo at the highest setting, you will not 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. Insert chart here
What file formats do you accept?
We currently accept JPEG, Bitmap (.bmp) and GIF (.gif). 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. If you have very large files, you can send them using our manual process. See how to place a manual order below.
How do I place a manual order?
(I want to mail in my traditional flat photo)
(I am not too computer savvy)
(My computer locks up when trying to order or upload)
We have many methods for you to place a manual order including mailing in your photos or other electronic transfer methods.
Please email: CustomerService@PhotoPhotos.com so we can send you the proper information and order form.
Type in the subject line: Manual Order, what product you are ordering, and what site you are ordering from.
Example: RE: Manual Order – Canvas Print – MugOnMug.com
You have several options:
Mail: You can mail them to us. 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 will return your original with your print or mail separately. If you are sending the original to us for scanning, we can accept prints up to 11x17 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 300dpi. 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.
Electronic Transfer: You can FTP it to us or use other popular file sending programs.
Updated manual ordering information will be sent to you with our manual ordering email.
*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.
How do I edit my photos?
We have developed one of the best online ordering sites available. There are many onscreen options for you to edit your own photos. You are able to crop, rotate, 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. No surprises when your order arrives.
Can I see my image before you print it?
Our onscreen editing will give you a proof of your product before it is printed. If do not like what you see, then change it as many times as you like before ordering.
Sizing: Your prints are usually a little larger than the published size on our site due to the fact that for canvas, it varies in thickness and fold variances. Other products will also vary based on manufacturing tolerances. Many times these do not fit in standard off-the-shelf-frames.
Do you have frame options?
Yes, please check our site for various frame options. We also have an unlimited collection of custom frames styles for large orders. Please inquire with our customer service representatives for options.
What type of color management do you offer?
We print utilizing the best-of-breed printers, substrates, and inks. 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 be up to you to make sure you are not violating any copyrights. If you are placing a manual order, we may request that you send us a copyright release.
Are there any restrictions on what type of photos can be printed?
You can print any digital image 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 UPS and Federal Express, but sometimes the United States Post Office does a better job in certain locations and with certain products. If you do not receive your product within seven business days after our posted production time, then please contact our customer support email at: CustomerService@PhotoPhotos.com and we will follow up with you.
What are your shipping charges? Your 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. Your shipping charge will be calculated prior to entering your payment information and will allow you to make any changes. If you are shipping to an area that is not listed in our shipping lookup, such as another country, please e-mail our office for a quote.
Address Changes: All address changes must be made within 24 hours of ordering. Our process is automated and shipping labels are printed right after we receive your order; therefore, we cannot guarantee any type of change unless we have it within the first day. ALL CHANGES MUST BE SENT TO CustomerService@PhotoPhotos.com. Any other department cannot make changes to your order including verbal changes.
Crates: Oversized prints will need to be crated and will incur an additional charge.
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?
Yes, just review the charges prior to final checkout. The fees will be calculated there and will include everything including customs and duties.
Can I ship to Hawaii and other Countries?
Yes, just review the charges prior to final checkout. The fees will be calculated there and will include everything including customs and duties. If you do not see your state or country, place your order for pickup. Enter in the notes section where you want your order sent to, and we will contact you with a shipping quote. You can always email us first for a shipping quote. Email to: CustomerService@PhotoPhotos.com
Can you ship to a PO box?
We must have a physical address to ship to using FedEx and UPS. If you have a PO Box or APO box, we will attempt to send through the USPS.
How are the prints packaged?
We use specially designed packages for shipping. Products come wrapped and are held securely in the box.
What if my product arrives damaged?
If you notice your package is damaged while your delivery person is present, please let the delivery driver know and have them notate the damage. 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 (both the packaging and contents) and contact us at: CustomerService@PhotoPhotos.com. You must keep your packaging for us to file a claim and replace your order.
Do you provide rush service?
You can opt to have your product shipped second day air which would not change our production time. For a quote on rush production, please email or call our customer service department. During our peak season, we are unable to process rush orders.
What is your typical production time?
Order fulfillment includes time to manufacture the product along with packing and wrapping. Shipping typically takes additional 3-7 business days in the US and longer for the holidays (excluding shipper delays).
Our normal production time is 5 - 7 business days. Holiday season: 7-10 business days. Peak season: 11-15+ business days which includes; Christmas, New Years, Valentines, Mother’s and Father’s day, Graduation, and Wedding Season. Custom and specialty products, including manual orders, may take an additional 10 business days or longer to produce. 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 the 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 99% of our products are customized, shipping and production times are estimates and are not guaranteed.
Do you guarantee your product?
Yes, our products are guaranteed against manufacturing defects. We cannot warranty problems that are due to customer mistakes. 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 resolution to your issue. If we see a replacement needs to be produced, all we ask is for you to return the product at your expense.
Do you offer other services?
We are one of the largest specialty photo and print manufacturers in the U.S. If it can be printed, then you can bet we can produce it. We do have minimum quantities for special orders. Our specialty production facility is constantly producing trade show graphics, museum prints, murals, banners, yard signs, banners, marques, murals, artwork, photo gifts, vehicle wraps, kiosks, displays, flags, general printing, magnetic signs, and more.
Please review the policy on our website.
Do you offer custom sizes?
Yes, we can create almost any size product including any other large format offering. We have many sizes to choose from. Please contact our customer service email at: CustomerService@PhotoPhotos.com 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 customer support at: CustomerService@PhotoPhotos.com 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 at: CustomerService@PhotoPhotos.com
Can I pick up my order instead of having it shipped?
Yes, we operate a full retail location. Our office in Houston, Texas is open from 9am - 5pm Monday - Friday central time. You just need to select “pick-up” when checking out. Our contact page has our physical address.
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 - Friday, 9am - 5pm central time. For after hours, email: CustomerService@PhotoPhotos.com. We typically start the production process within a few hours of your order. Once the order has been processed, unfortunately we cannot make changes.
What if I forgot my password?
If you forget your password, go to the Log In 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.
How long will the print last?
We use the highest quality printing equipment available, archival quality inks, and substrates. Test results have been shown that our products will last over 75 years in a controlled environment.
What is the best way to hang my print?
Most of our customers hang their print right on the wall, but framing is always an option. All of products come with hanging hardware, and out of courtesy, we mount this for you. Just mount hooks securely to your wall and hang your print directly to the hooks. Sometimes the mounts are not in the location you like, so feel free to detach them and mount where needed. We apologize but we do not exchange prints for hanging hardware issues. We don’t include or attach wires since it can damage your print during shipping and most customers do not use wire for hanging. You may choose to add your own hardware if you have a preference for how to hang your artwork.
PRODUCT SPECIFIC FAQ’S:
What are Artistic Canvas Prints?
Our teams of highly skilled and talented artists evaluate your image and enhance the color, sharpness, and contrast levels accordingly. We repair minor imperfections and optimize for canvas. We create a brushstroke effect digitally to give a beautiful painterly look. This is great for when you want your print to look more like an oil painting.
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 x 1-1/2” wide or 3/4” thick x 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" 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" 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” 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” 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”) or thick (1- 1/2”). 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.
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%.
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.
Every print includes mounting blocks that stands your product off from the wall. We mount these blocks for you out of courtesy. Sometimes these blocks come off during shipping or may come off due to changes in weather and humidity. If this happens to your metal product, just email us and we will send you a new set of a special double-sided tape to reinstall the mounting blocks. Email: CustomerService@PhotoPhotos.com.
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, so you do not want to get them wet. The images are printed and UV cured to the front but not designed to be in direct sunlight. You may hang them outside, but we cannot guarantee that the prints will not eventually fade.
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%.
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.
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%.
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 do additional damage to surrounding areas or individuals.
What if I have a series of prints?
If you are ordering a series of prints that are intended to be hung 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.
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 11-15* business days and may be longer during the holidays and peak ordering times. Custom and specialty products, including manual orders may take an additional 10 days or longer to produce.
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.
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.