Help / FAQ


  • How do I place a custom order?
    Click the “Create” button on the top menu. The single panel canvas print order form will open. If you want something different, then simply select the appropriate product. Then follow the easy step-by-step sections in the order form.
    When you've selected all the desired options, feel free to enter additional design instructions and  click the [Add to Cart] button to add the item to your shopping cart.
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  • How long will it take to receive my prints?
    Processing time can take from 1 to 5 business days depending on quantity, size and other options selected. For canvas prints with Floating frames, processing time may take up to 7 business days. 
    Shipping may take between 1 to 5 additional business days within the USA and up to 15 days for international orders.
    NoteRequesting a digital proof for custom orders can delay your order, because we'll hold your order untill we get your approval to proceed.
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  • How long will it take to receive my free digital proof?
    Depending on the amount of work needed to prepare the digital proof, it may take 24 to 48 hours from the time you submit your order until we send you the proofs. Please note that during that period we'll put your order on hold.
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  • How do I make changes to order?
    If you need to change shipping address, contact information or if you need to change the print image, please contact us with the corrected information and your order # as soon as possible.
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  • Where do I enter my promotional or Gift Codes?
    You can enter promotional coupon codes or gift codes in your shopping cart, before you start the checkout process. Look for the [Enter code] text box on the lower-left corner of your shopping cart, enter the code and then click the [Apply Code] button.
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  • I'm concerned about placing an order online. Is it secure?
    Your checkout process is secured with 256 bit strong SSL (Secure Socket Layer) encryption, so any information submitted thorough our ordering form is encrypted on it's way to the credit card processing gateway. We do not store your credit card information that is submitted through our checkout page on our servers.
    If that's not good enough for you, we offer the [PayPal] checkout option. When you check out with PayPal, PayPal will not share your credit card number with us so you can have your piece of mind.
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  • What payment methods do you accept?
    We accept VISA, MasterCard, Discover, American Express and PayPal. PayPal checkout also offers the eCheck payment method. Please note that eCheck payments may delay your order because they'll say in the "Pending Payment" status until the eCheck clears.
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  • Do you offer custom color options for canvas sides?
    Of course. And it's FREE.
    While we list only Gallery Wrap, Black or White border wrap options for canvas prints, you may use the "Instructions & Comments" section in the product order form to write item specific instructions for your custom wrap color.
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  • Can you add custom text to my prints?
    Of course we can.
    Simply place your order as usual
    • Select "Level 1" for "Photo Retouching" (under Digital Services section)
    • Prepare and spell check the text that you want us to put on your print.
    • Write the text, instructions and font options in the "Instructions & Comments" section.
    Be sure to select the "Digital Proof" option if this is your first time making such an order and you're not really sure what it'll look like.
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  • What if I don't have the images on my computer or device?
    Do not despair.
    We've put a lot of effort to make this as easy for you as possible. If you cannot upload from your computer or device, you can import it from any one of the major sources below.
    • Dropbox Dropbox
    • Google Drive Google Drive
    • OneDrive OneDrive
    • Facebook Facebook
    • Instagram Instagram
    • Flickr Flickr
    When creating your custom print, look for the [Import From...] option and click on any of the abovementioned icons to open the web import dialog.
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  • Can I mail you a photo to scan for prints?
    Unfortunately No. We currently do not accept photos, originals or negatives to be scanned for printing.
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  • What are Clusters Prints? How do I make them?
    Cluster prints are special arrangements with various sized prints where the prints can be hanged in a way that complement one another. This creates a unique design on your wall as opposed to simply hanging several prints next to each other.

    We've made  dozens of layouts as well as different size options available for each layout. And all of that is combined in an easy to use web interface for a smooth ordering process.

    To get started with your Cluster Prints, click here.

    Note: External frames such as Floating frames are not available with canvas cluster prints, because the sizes we've selected for each layout have been carefully prepared to make your cluster print layout. Adding external frames would make each piece disproportional to the whole layout.
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  • What are Splits Prints? How do I make them?
    Split prints is when a single image is split accross multiple panels. Scenic or Panoramic images are best suited for this type of printing. You should avoid ordering split prints of portraits, faces or pet photos. Because, when the panels are hanged away from each other, they can make the head of the subject look disfigured (assuming the split occurs on the face).

    You will be able to customize your split prints to some degree when you create custom prints, but if you're not able to properly position your image for a split in the order form, please feel free to use the "Instructions & Comments" section in the order form. If this is the first time you're choosing this option, simply select the "Free Digital Proof" option in your order form.

    Get started with your Canvas Splits or Metal Split prints. The step by step ordering process is easy and intuitive.
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  • What are Photo Collage prints? How do I make them?
    Photo Collage prints are done by placing multiple images in special arrangements to be printed on a single print, be it a canvas or metal print. Photo Collage prints are ideal when you don't have a lot of wall space. Best of all, they're an affordable way to put multiple memories on a single print.
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  • Do all framed canvas prints have frames on the outside? I'm confused!
    Not all framed canvas prints have frames from outside. Frames can be internal or external. Internal frames refer to the stretcher bars on which the canvas is stretched. External frames can be Floating frames that surround your framed canvas prints. If you're not a fan of hanging your canvas prints as they are, we have over a dozen framing options to match your design.
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  • Can you convert a color image into black and white or sepia?
    Sure we can. We also have a variety of other effects you can choose from. Click the [Create] link in the top menu to start creating your custom prints. 
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  • What is Image Adjustment? What exactly do you adjust?
    With our image Adjustment service, we digitally enhance your image and prepare it for an eye catching print. We may do brightness, contrast and minor dust and scratch removal. In addition, you can use the "Instructions & Comments" section to request additional minor retouching such as Date stamp or Red eye removal for no extra charge.
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  • What goes on the sides of my canvas?
    By default, with the Gallery Wrap option, the edges of your image are mirrored. This way you will not loose any of the important stuff to the sides of the canvas stretcher bars. 
    You may also choose a color border option such as black or white. If that doesn't do it for you, please use the [Instructions & Comments] sections when creating your custom canvas prints to let us know if you need custom colors for the sides or if you want us to not mirror the edges of the image.
     
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  • Can I have an image spread across different size prints?
    You sure can. Please feel free to contact us with your custom requirements, and we'll do our best to accommodate your needs.
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  • What kind of protection do you add to the canvas?
    We offer water based Eco Shield print coating for your canvas prints. This coating adds extra layer of protection against harmful UV rays to extend the lifespan of your canvas prints.

    Note: Even with UV limiting coating, no canvas should be hanged outside or be exposed to direct sunlight. Failure to protect your prints from harmful conditions can greatly reduce their lifespan and dim the colors over time.
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  • What are the print size limitations?
    Maximum single piece size for canvas prints is 40"x72" and 40"x30" for metal prints.
    The rolls of canvas that we use are 44" wide. We can print your canvas at full bleed. But, depending on the stretching option that you choose (0.75", 1.5" or 2.25"), the maximum framed canvas size is between 37" and 40" wide. 

    Minimum print size is 8"x8". 
    If you need to order smaller prints, the price will be the same as the one for 8"x8". Simply choose the smallest size and use the "Instructions & Comments" sections to specify your requirements.
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  • I received damaged prints.
    We are so sorry for the trouble!
    With your phone or camera take a few photos of the damaged box, the damaged canvas and email the images to [help at canvasquest.com] or use our online form. Please do not forget to mention your name and order # in the email. We'll be happy to send you a replacement of the damaged print.

    In the meantime, plesae do not discard the prints or the shipping box. Once we file a claim, the carrier may need to inspect the damage. In some casesy they will pick up and return the damaged prints to us once we file a claim.
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  • When will my order ship?
    We make all prints by hand after an order is placed. Depending on the options selected it may take us 1 to 5 business days to make your prints. Once your prints are ready, they'll be packaged and shipped within 24 hours.
    NoteRequesting a digital proof or Floating frames can delay your order, because we'll hold your order untill we get your approval to proceed.
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  • My tracking doesn’t show any movement.
    If it has been more than two days since your order has shipped and movement is not reflected on the carrier’s website or it has been more than 48 hours since the last tracking update, please contact us for further assistance.
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  • Website states my package was delivered, but I never received it.
    We are so sorry for the trouble!
    We always recommend checking around your property or with neighbors to ensure your package was not misplaced. If, after checking, you are unable to recover your packages, please contact us as soon as possible.
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  • I need my prints by a certain date.
    If you need your prints by a certain date, please write it in the order notes section in the checkout page, we'll try to rush the processing your order within 2 business days. However, rush processing may not be sufficient and you may also need to select an express shipping method. The checkout page will calculate approximate delivery date by assuming 5 business days for processing + shipping time based on the shipping method selected.
    Please feel free to contact us before or after placing your order ASAP. We'll do our best to meet your deadline. If it's not possible, we'll notify you via the email or phone contact that you provided during the order checkout.
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  • Do you ship internationally?
    Yes we do.  Shipping prices may vary based on size and location.  You will be able to see the applicable shipping charge during the checkout process, after you enter the shipping address.
    NoteFor international orders outside of the USA, we only charge for the shipping. You may be responsible for import duties and taxes as well as brokerage fees.
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  • Which shipping carrier / options do you use?
    At the moment we work with FedEx and UPS.

    Shipping options are determined based on the contents of your shopping cart and shipping destination. Our website can "talk" to the shipping carrier (e.g. FedEx or UPS) and show you the available options (e.g. Ground , Next Day, etc) within seconds.

    We also offer local pickup. You will be able to select desired shipping or pickup option during the checkout process.
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  • What file types do you accept?
    We accept the following file types:

    .jpeg, .jpg, .bmp, .png, .tif, .tiff, .wbmp, .webp, .psd, .eps, .ai, .svg, .cr2, .raw, .nef , .webp, .gif
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  • I have an image file type that's not supported by your website. What do I do?
    In addition to the file types that our upload tool accepts, you can also import .raw files from your Dropbox account.
    If you have a file type that you cannot upload using our website, please try to convert it first to a .jpg format. If that's not an option, please contact us for further instructions.
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  • What is the maximum file size I can upload?
    The maximum file size limit for our online upload tool is 100mb.

    If you have files that are larger than the maximum upload size, please upload a cropped / smaller version of the image and use the "Note Box" in the order form to supply the download link of the print file (e.g. a Dropbox link)
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  • How do I use the WebSelect tool to import image files?
    Our WebSelct tool is an awesome combination of upload and import features in an intuitive and folder structured design.
    1. Select the import source (Dropbox, Google Drive, Onedrive etc.)
    2. If you've not already connected to an import source, simply click the "Connect to ..." or "Load ..." button shown in the middle.
    3. In some cases, if you're experiencing errors, you may wish to re-connect to a source or re-load your file content. Simply select the appropriate action by clicking the gear icon on the upper-right corner of the importer.
    4. Use the navigation map on the upper-left corner to easily traverse your folders or albums.
    5. Use the view options on the upper-right corner to change between, list, thumbnail, and big thumbnail views.
    6. When you've found your desired image, simply click on it to select.
    7. Sometimes, if an image is too small for a certain sized prints, the image will not be selectable and you'll see "Image quality is too low" message covering the file.

    See the screenshot below for reference.
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  • Can I mail you a photo or a negative for you to scan?
    Unfortunately No. We currently do not accept photos, originals or negatives to be scanned for printing.
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  • What if my image is pixelated. Can I still order prints?
    For very low quality images, we have digital effects that can reduce the pixelation on your image.
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  • What is the recommended image size for best print?
    • Canvas Prints: ~3mb JPEG files should be good enough for almost any size.
    • Metal Prints: Highest resolution copy available is strongly recommended for best results.
    We recommend that you do not artificially alter the size or the DPI of your images using programs such as Photoshop. If you're submitting a photo, it's best to submit the original that you extracted from your camera. Converting them to high quality .JPEG first can also reduce the file size, without significant loss to the quality. This will allow for faster uploads. 

    If we notice that your image has significant quality issues, we may contact you to ask for better quality copy of the image.
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  • Will there be a color shift when printing digital images?
    Color variation can occur if your monitor is not calibrated correctly. In this case, you may see difference between the final print and what you see on your screen. Please use Adobe RGB 1998 icc profile to calibrate your screen.
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  • My Canvas is loose.
    A canvas print can loosen if the shipping box was pressed against during shipment or it may loosen by itself over time. There's an easy fix. Simply spray water on the back side of the canvas and allow it to dry naturally for about 8 hours. Your canvas print will tighten by itself once dried.
    NoteDo not spray water on the front of the canvas!

     
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  • There is a dent or a creasing on my canvas.
    Our canvases are fabric, so dents aren't the end. To correct a dent or a creasing, please see below.
    1. Lay the piece face down on a towel on top of a table.
    2. Spray water on the back side of the canvas on and around the creasing/dent.
    3. Using a piece of cardboard, try to even out any hard creasings by rubbing the cardboard around the creasing from the back side of the cavnas
    4. Allow the canvas to dry naturally for about 8 hours
    5. If the dent or creasing is still visible, you may wish to repeat the process once more.
    Note: Do not spray water, rub or scrub the front of the canvas. Doing so may ireversably damage the print.
     
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  • Where can I hang my prints?
    Our prints should be hanged indoors, in a shaded part of a room.
    • Do not expose prints to direct sunlight. UV rays from the sun can greatly reduce the lifespan of your prints by dimming the colors over time
    • Do not expose your prints to extreme weather conditions or places where they may be damaged.
    • Avoid hanging prints near fireplaces and other areas where they'll be exposed to heat or humidity.
    • Avoid hanging prints near places where people gather. If a print falls, there's a risk of injury or damage.
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  • How do I clean or maintain my prints?
    For Canvas Prints:
    Use a soft duster or a soft dump cloth to gently remove any dust particles from your canvas. Although the coatings on the canvas have scratch resistance to them, you should avoid cleaning your canvas too often or rubbing the prints too hard. Repeated contact can damage the prints.

    For Metal Prints:
    Use a plush microfiber cloth to wipe dust off the print. Please make sure that the cloth is clean and does not have any hard particles on it. Do not use paper towel or other abrasive fabrics, as they can scratch the coating. If there are stains that are hard to remove, you can use windex, or mild soap water to clean.
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  • There's something wrong with my order. What do I do?
    If there are defects on the canvas or if it was damaged during shipping, we'll gladly send you a reprint at no extra cost. If this is the case, please send an email to [help at canvasquest.com] with your order number and photographic proof of the damage.
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  • I'm not happy with my order. How do I return it?
    If there's a defect on the print, let us re-print your order for you. If the issue is with the image itself, and it cannot be corrected, a re-print may be redundant. In this case you're welcome to return the prints for a refund. You'll have 30 days to return the print(s) from the date of delivery and we'll gladly refund your order in full upon receving the return. Please submit a request for a return or refund here.
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  • How soon will I receive the refund after returning or cancelling an order?
    Once we receive your return, we'll issue your refund within 24 to 48 hours. It can take 3 to 5 business days for the refund transaction to settle and the funds to go back to your payment account.
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More questions?

Call Us: 1-800-705-8834
Mon-Fri 9AM to 5PM (PST)

Email Us: help@CanvasQuest.com

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