Frequently Asked Questions
Due to our highly automated process, orders go immediately into production. Once your order has been submitted, it is not possible to cancel.
- 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).
- Color Matching
Due to variations in monitor settings, Picture It Custom assumes no responsibility and makes no guarantees regarding color matches of product or production, either within an order or in a reorder. We cannot guarantee that the colors displayed on our website will exactly match the color of the product or elements of any design. If you have any questions about a particular color or shade, please contact us prior to ordering for clarification.
- Uploaded Images
We are not responsible for the quality of the images you upload. You alone are responsible for making sure that the quality of the image you are uploading is of high enough quality to be satisfactory to you at the size you select on the sign or product that you are purchasing.
- Damaged in transit or manufacturer defect
We know how frustrating this situation can be. If we made a mistake, or your item was damaged in transit, we'll take care of it. And don't worry – shipping charges are on us, both for the returned item and the replacement.
If you received a damaged or defective product, please reach out to us within 30 days from the date you placed your order so we can replace it for you. You can reach us at [email protected]. It would be helpful if you could provide us with your order number and photos of the damage or defect.
- Incorrect item
Our standard for quality is uncompromising. However, sometimes we do make a mistake and ship the wrong item(s). If you happen to receive an incorrect item from us, don't worry - we'll take care of it quickly and hassle-free at no cost to you!
Please reach out to us, within 30 days from the date you placed your order, at [email protected] and we’ll be happy to help.
- Changes to your order
When creating your own custom print, we provide many opportunities for you to review, revise and cancel the order process before placing your order. We are able to offer our products at affordable prices due to the efficiency of allowing you to create and modify your own products.
We are not responsible for reviewing, revising or canceling orders, products or images once an order has been placed and your order is final as is.
- What is the average production time prior to shipping?
The standard production time for an order is 3 business days (longer for holidays and other peak times). All orders begin production within one business day from purchase (please note that we are closed on Friday's except during peak times, so any order placed on Thursday will begin production on the following Monday). 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. Please note that orders utilizing expedited shipping services are still subject to the normal production time prior to shipping.
- 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.
- Can I change my shipping information?
If you're needing to change your shipping address, please reach out to our Customer Service team as soon as possible with your order number and updated address information. If your order has not been prepared for shipment yet, our Customer Service team will edit your address for you. If your order has already been shipped, we will be unable to edit the shipping address for you. However, we would be happy to assist as best we can at that time.
If the order is returned to us due to wrong or insufficient address, the customer is responsible for return shipping.
- 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?
We take great pride and care in building your custom prints. The photos that you upload allow us to see a glimpse of your world, and we share in the experiences and memories with you. We do not make any alterations to your custom uploads after you have submitted your order.
We print to order for all purchases, so unfortunately, we are unable to offer a refund or replacement for custom items since it is unique to you. We also cannot provide free reprints or refunds where the original image was not of sufficient quality.
We recommend taking your time to select the perfect print for your space - or feel free to ask us for advice if you would like a second opinion. We would love to help you.
If there was an error in production that we determine to be our fault, we will replace the item at no charge to you. Please reach out to us, within 30 days from the date you placed your order, at [email protected] and we’ll be happy to help.
- 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.