Frequently Asked Questions
- Can I edit or change my order?
Once an order has been placed and you have received an order number, our production process begins. Because of the volume of orders we produce and the custom nature of each product we are unable to edit or make changes to an order once it has been placed. If you are unsure or have questions about a product, please contact one of our customer service representatives prior to placing the order.
- Where do I use coupon codes?
Coupon codes can be entered while in the shopping cart or during the final order review in the "Apply Discount Code" dropdown box. Note that all discount codes are case-sensitive and only one promotion may be used per order.
- Is it safe to use my credit card on your site?
PictureItCustom.com offers a secure checkout process and is safe for the use of credit/debit cards.
- What forms of currency and payment options do you accept?
All products, prices, and promotions are listed and referenced in USD ($) and can be paid via PayPal or by using a Visa, Matercard or Discover debit or credit card. We cannot be responsible for any fees or exchange rates incurred by any financial institutions.
- Will you send me an e-mail after I order?
Yes, you should receive an email confirmation of your order within a few minutes of checking out. Be sure to check your spam folder if you do not see it. You will also receive an email with a shipping confirmation and tracking number when your order ships. We do add customers to our marketing and promotional emails automatically as well, if you would like to opt out of the promotional emails you can simply click the unsubscribe button at the bottom of each email or send an email to our customer service department requesting to be removed from marketing emails ([email protected]).
- Can I order by phone?
Our products are custom and require your individual attention and therefore it’s best that you create the initial order. If you need assistance, we are more than happy to help you. Please call our support line during our business hours or email us at [email protected] Make sure you create a user account so that we may best assist you.
- Can I use two coupon codes or vouchers together?
Our site is designed to only allow one coupon, voucher, discount, or promotion per order.
- What type of images / text are not allowed?
We reserve the right to cancel any order that displays or includes any content that exhibits expressions of abuse, vulgar / profane or offensive language and/or imagery, obscenity, pornography, nudity or partial nudity (including boudoir imagery or lingerie photos).
- What is the average production time prior to shipping?
Our average production time is 3 - 5 business days (business days consist of Monday - Friday, excluding National Holidays that fall on a weekday). During holidays and other peak times the average production time may be longer. Prior to big holidays, we will post production/shipping times on our home page so there is no confusion as to when the cut-off dates for holidays. Feel free to call our customer service department if you want to re-assure yourself of arrival by a specific date.
- How much is shipping?
We are pleased to offer $9.99, $14.99, or $19.99 flat rate shipping prices per order to the contiguous US (rate is determined by the size of products in the shopping cart). For Alaska and Hawaii the flat rate price is between $19.99 and $29.99. We are unable to ship to the other US territories at this time.
For express and ground services other than flat rate, the shipping prices and services will vary based upon the product(s) ordered, the carrier chosen, and the destination.
- What are your shipping methods?
When the customer chooses the flat rate shipping option, the actual method chosen is at our discretion depending on the most cost effective service. Actual methods utilized vary, and include USPS and FedEx services.
- Once shipped, how long will my order take to arrive?
Delivery times vary based on the shipping method selected and destination. Average time in transit for Standard - Flat Rate is 3 - 8 days, FedEx Home Delivery / Ground is 2 - 4 days from the time it is shipped. If you need it quicker please select one of our 2-Day or Overnight options. For questions on delivery or production times, please contact our customer service team.
- What happens if my order gets returned due to an incorrect address?
If an order is returned to Picture It Custom due to an incorrect address being entered by the customer, the customer will be responsible for any return shipping fees to Picture It Custom as well as any additional shipping fees required to deliver the order to the customer.
- Can I ship to a P.O. Box?
Yes. However, if you choose an upgraded FedEx shipping option you will need to provide a physical address or we will have to choose an alternate shipping method for you.
- Will I get a tracking number?
Yes, an email will be sent to you with shipping information when the package is picked up by the carrier service. Please check your spam folder in case the shipment email went to this folder.
- Do you ship internationally?
We currently offer international shipping to Canada only. However, if you need an order shipped to a country other than the U.S.A. or Canada please call us for a quote. Some exceptions apply and we are not responsible for customs fees (duty / taxes) or delays.
Customs fees vary by destination location and total value of the order being imported. Typical customs fees range from $13* to $25* USD and are payable to the carrier before your order will be delivered.
*These fees are typical, but your actual fees may be more depending on the destination and value of items in the order.
- Do you ship to APO/FPOs?
Unfortunately, due to the various sizes and weights of the items we produce we are unable to ship to these types of addresses at the moment.
- How long will my product last?
Although each of our items are engineered to last for years to come, the life of your product will depend greatly on the specific item and the manner in which you use it after receiving it. We recommend avoiding direct sunlight and displaying our products indoors to ensure your images stay pristine for many years to come.
- What size/ pixel parameters should I use for my image to ensure a high quality print?
For best results, always upload the highest resolution image that you have. The minimum resolution suggested for our products is 120 dpi (or pixels per inch depending on how your image was saved) with 300 dpi as the ideal resolution for the highest quality results.
- How do I hang my product?
Each of our product types (wood, metal, canvas, etc) have different hanging options available. All of our products that allow hanging come with the necessary default option included or installed. For those products where the hanging option comes included but not installed, all required hanging components will arrive with the product. For specific hanging options available per product please see the individual product pages.
- Do you offer gift certificates?
Absolutely! It's an E-Gift Card. We will e-mail you the information, gift code and personal message designed on a Picture It Custom certificate. You may choose to print out the image or merely e-mail the recipient. It's the fastest gift option available!
- Can I modify my products after receiving them?
Yes, although our items ship ready to display, if you want to modify or personalize your items further you are welcome to. However, If any modifications or adjustments are made to the product (intentional or otherwise) without the express permission of a Picture It Custom team member, then no replacements or refunds can be offered. If modifications are wanted, they must be approved in advance of the order being placed so accommodations can be made.
- How can I find the size of my image?
- On your computer:
- Open the folder or file location where the image is saved.
- Right-click the image.
- Select Get Info (Mac) or Properties (Windows). For Windows users, you also need to click on either the Details or Summary tab for the information. The tab will depend on your operating system.
- Can I return my purchase?
Customer satisfaction is our highest priority, therefore if you are unhappy with your order for any reason we want to make it right. Please contact one of our customer service team members to discuss the options available for returns and replacements, or to answer any questions you may have.
If there was an error in the production or shipping of your order we will be happy to replace it at no charge to you. If the wrong hanging option is included with the order, we will mail the correct option with attachment instructions as well as refund the price paid for that hanging option upgrade if applicable.
Some of our custom products are printed onto real wood panels; one advantage of printing on any natural wood surface is that every print is uniquely influenced by the tone and grains found in each separate section of wood. We understand that not everyone will like the soft tones or wood grain that this printing format adds to each image, however, each print is custom and made to order, and therefore if wood grain or wood toning is a concern, please choose one of our other quality photo products.
If your custom purchase arrives damaged, please contact our customer support team at [email protected] One of our representatives will be glad to coordinate the appropriate steps for resolving the issue and replacing your item. Please do not file a claim with the transit carrier since doing so will prevent us from handling the claim details on behalf of our customers.
- Where do I ship my returned item?
After approval of the return shipment by our support staff, please mail items in question with the proper postage and packing materials to our warehouse at: Picture It Custom, c/o Customer Returns, 5613 N Broadway St, Bldg B, Knoxville, TN 37918.