Frequently Asked Questions
We're here to assist you with our most commonly asked questions.
Images
What file types do you accept?
Currently we accept JPG, PNG, WEBP, TIFF, HEIC or HEIF files. Ideally, we recommend using Image Files that are 2MB or higher and a resolution of at least 300 DPI. Images smaller than 2MB or larger than 700KB should still work.
What if I have a different type of file or want to select my image later?
If you have an alternate file or want to wait you can choose the "I'll upload my image later" option, complete the order without an image and then send us the file through our Hightail here
What are your upload specifications?
Acceptable Formats: JPG (High Resolution JPEG), TIFF (High Resolution TIFF), .BMP, .PNG
Vector Files: Line art is scalable to any size; it never loses
resolution and the image stays clean and crisp. Because of this, it can be
submitted at any size that is in proportion to your canvas size.
Raster Files/Images: Depending on the resolution and Pixel base, images
like .JPG, .TIFF, .BMP, .PNG becomes blurry when enlarged. If submitting these
files, please follow the guidelines below:
Thumbnail-sized jpg and gif files are
not at a high enough resolution to use on large prints like canvas.
File Tips:
Set the size in proportion to the
exact size print you are ordering.
Can I get a custom size wall art?
Yes. We can do virtually
any size prints you want starting from 8"x10" to 28"x40".
What if the color on the wall art is not as I expected?
Our printers are precisely calibrated to ensure accurate color
reproduction. Our products are printed in RGB, and we will make every effort to
match the color of your design. However, in rare instances, some colors may
exhibit slight variation. Such variations will not be considered a production
error, and refunds or returns will not be issued due to misunderstandings
related to color, depth, or tone. We cannot be held responsible for
differences, whether actual or perceived, between the appearance of the product
on your screen and the final printed piece. We will address such situations on
a case-by-case basis. If you have specific color preferences, please be sure to
include special instructions.
Can you fix my image if it is pixelated?
Should your image resolution be insufficient for printing, we'll notify you promptly. While we can't fully restore a pixelated image, our designers can utilize filters to reduce pixelation and improve its overall quality. Nevertheless, for the best outcome, we suggest uploading an original high-resolution photo. Be assured, we will seek your approval before making any alterations, ensuring your satisfaction with the final product.
What is your privacy policy with regards to use of my images?
We only use your image for printing purposes for your order with us and will never sell them to third parties or employ them elsewhere without your explicit consent.
Do you provide the proof of the image?
Yes, we do. Just click the drop down menu at the end that asks if you want to approve the draft before printing.
Can I hang my artwork outside or in a bathroom?
For canvas and wood prints, we don't usually recommend hanging prints anywhere that's particularly humid - like bathrooms! It can cause the wood from the frame to warp. While our canvases are water resistant we wouldn't recommend outside due to the moisture as well.
Gift Cards and Coupons
Can I use a coupon to purchase a gift card?
Discounts, deals, and other special offers are not valid towards the purchase of gift cards.
Do I receive a physical gift card?
Our gift cards are completely digital. You will receive the gift card via email within 15 minutes of purchase, enabling you to gift it immediately!
Can I combine gift cards with other promotions?
Yes! When using a gift card to make a purchase on our site you may still use a coupon or other gift cards on the order.
When will my gift card expire?
Gift cards purchased from our site do not ever expire. The card will be ready when you are!
Do you offer discounts?
Yes, we offer free US shipping on orders $99 and over. We also offer 15% off sitewide on your first order.
Orders
How do I change something on my order?
Should the need arise to modify your order, reach out to us as soon as possible through our email support@sweetpapyrus.com. We'll be happy to assist you with any adjustments needed.
What do I do if I’m not happy with the piece I receive or if it arrives damaged?
Although we strive to ensure your canvas arrives in pristine condition, unforeseen circumstances may occur. If your canvas sustains damage, please capture clear pictures showcasing the issue and email them to support@sweetpapyrus.com. We'll promptly arrange for a new canvas to be created and shipped out to you.
I’m not comfortable using my credit card on the internet; can I order by phone or fax?
We are unable to handle small orders via phone or fax. The cost is just too great with these methods. However, we may consider exceptions for large orders.
Please be aware that our website is equipped with top notch security features. All credit card transactions are managed by a trusted third party company. We do not store, document, or access any customer credit card information.
Returns
What is your return policy?
Because your orders are personalized, we cannot return your order.
Our aim is to address any issues or concerns you may have to ensure your satisfaction. We strive for everyone to receive something they're proud to display on their walls. If your order arrives damaged, we can arrange for a reprint of the item or provide a full refund upon request.
Please reach out to our team at support@sweetpapryrus.com.We'd be happy to discuss how we can get this fixed for you!
Can I cancel my order?
Because our process is highly automated, canvases are produced and shipped promptly. If you wish to cancel your order, submit a request as soon as possible to our support team at support@sweetpapyrus.com and we will endeavor to accommodate your request.
Shipping
How much does shipping cost?
We use UPS and FedEx to deliver all our goods - we offer the fastest "ORDER TO DELIVERY" time in the industry. We take pride in the fact that we have over 99.98% on-or before-time deliveries.
Shipping Rates:
Standard Shipping:
- 13.99 for orders up to $98.99
- Free shipping for orders over $99
- Delivery in 13 to 14 days
Priority Overnight:
- $ $29.99 for orders up to $54.99
- 30% of order value between $55.00 - $148.99
- 28% of order value between $149 - $198.99
- 25% of order value above $199
How long does delivery take?
Our products are generally printed in 24 to
48 hours after proof is approved; depending on the type of shipping method
selected.
In addition to our standard delivery, we
offer one express delivery option: express delivery, where your order is given
preferential treatment.
Will you send me tracking information once my canvas has shipped?
Yes, you will get notified
by email with the tracking information.
What are your shipping options?
We utilize various shipping methods such as USPS, UPS, FedEx, and DHL for standard postage. Typically, orders are delivered within approximately 6-8 business days from the date of order placement.
For expedited delivery, we offer an option for faster shipping. It's important to note that while most orders are delivered within 6-8 business days, the production of your personalized canvas may take up to 3 business days, potentially affecting the delivery timeframe.
For customers in Alaska and Hawaii, as well as for international shipments, expected delivery times may vary.
If my order contains multiple items, when will they ship?
Your order will ship within the same timeline even if there are several pieces. When they go out, you'll get tracking information in your email.
Do you ship outside the US?
No