SPECIAL DEALS!
Promo Codes
10% OFF (No Min.):
10OFF
15% OFF $100+ Order:
15OFF

We are here to help!

Live Chat

FAQs

Frequently Asked Questions

When can I expect to receive my canvas?
Typically orders are produced and delivered within 8-10 business days of order placement. If there any quality issues found in your order that requires your feedback the order may get delayed. Orders received after 2 PM EST will be counted as an order for the next business day. Business days are Monday through Friday and exclude weekends and holidays. 
 
What are my payment options?
Order payments can be made via Discover, Visa, American Express, Master Card, or Paypal.
 
How can I check the status of my order?
Once the order is submitted, customers can check the status of their order on http://customcanv.as/orders/orderStatus by entering the order number and the last name associated with the order. 
 
What is your policy on canvases damaged during shipping?
We ensure that all canvases are shipped with ample and appropriate packaging to avoid incurring any damage during the transit. In the event of unlikely damage due to shipping, we will replace your order for free as long as the damage is documented using digital pictures and a description of damage. Please contact our claims team within 24 hours of product delivery to notify receipt of a damaged canvas and for the next steps. Unless instructed otherwise by a team member, please do not throw away the original packaging and the box that contain the order contents. 
 
How can I make a change to the order that I placed?
If the order has not been produced, we will be happy to accomodate any changes for free. However, if the order has already been produced, then we will not be able to change the details of the canvas. We can try to reproduce order with new specifications for an additional production charge if the order has not been shipped. If the order has been shipped already, then the customer must place a new order. Please contact the sales team to get further assistance. 
 
What is the customcanvas return policy?
In the event of a damaged package, please contact the sales team within 24 hours of the product delivery and describe the damage. The sales team may ask you to email a description of the damaged package along with pictures. In the case of shipping related damages, customer will be provided a RMA number which must be accompanied with the returned product(s). customcanvas will pay for the return shipment. Please also refer to to the question below regarding problems with order.
 
What if I am unhappy with my order?
customcanvas strives to ensure that our customers are thoroughly satisfied with their orders. If the order has any production related errors, we will redo the order without any questions asked. Production related errors are: wrong size, wrong image, wrong border. Please contact our sales team and describe the problem. If a mistake was made by the customer during the order process and the order was submitted then the customer is responsible for the order. However, if the order has already been produced or in production phase, then we will not be able to change the details of the canvas. We can try to reproduce order with new specifications for an additional production charge if the order has not been shipped. If the order has been shipped already, then the customer must place a new order.
 
Product Questions
 
Which image file types can I upload on customcanvas?
The website currently supports jpg, bmp, and png file formats. If you would like to use a specific file format that's not officially supported, please contact the sales team and they will be able to help you.
 
 
What can I choose for the border specification?
The order process requires the user to specify a border configuration. Typical border configurations include: image wrap, white wrap, black wrap, custom color wrap, or framed. Image wrap option will wrap the image around the stretch bars to create the gallery wrap look. This will result in part of the image being covered on the stretch bars. White, Black, or Custom color wrap will add a border of the specific color around the stretch bar to ensure that the image is flushed on the front surface of the canvas. Please contact our sales team, if you have further questions.
 
What width options do I have?
Canvas prints can be ordered with the following stretch bar widths: 0.75 inch, 1.00 inch, or 1.5 inch. Additionally, customers are welcome to get a nonframed, rolled canvas as well. We also offer a framed canvas that uses wood framing. These options can be specified during the order process.
 
Will the panel splits option result in a loss of image content?
Depending on the border/width options selected during the order process, a small 12 inch worth of image content loss be incurred for the split panels option. However, the overall quality of the canvas will not be compromised.
 
What is the recommended resolution for best results?
Generally, we recommend pictures with greater than 300 DPI (dots per inch) for best results. Also, the dimensions of the image (WxH pixels) should be taken into account before deciding on the size of the desired canvas. All images below 300 DPI resolution will be upsampled using image processing software which may result in color variations.
 
How should I size the images?
Along with the recommended resolution as described above, sizing the image is critical for an optimal print output. You may use the following criteria to size the images according to the desired border wrap setting. For Image Wrap: 1) for a 0.75" thick canvas please add 1.6" to the width and 1.6" to the height. 2) for a 1" thick canvas please add 2.5" to the width and 2.5" to the height.  3) for a 1.5" thick canvas please add 3" to the width and 3" to the height. For example a 24" x 20", the image should be sized accordingly: For 0.75" deep canvas, the image size should be 25.6" x 21.6" (add 1.6" to each dimension), for 1" deep canvas, the image size should be 26.5" x 22.5" (add 2.5" to each dimension), and for 1.5" deep canvas, the image size should be 27" x 23" ((add 3" to each dimension). For Color and Mirror wrap options, please size the images to the EXACT dimensions of the desired print size. So a 24" x 20" print should have an image that is also sized for 24" x 20". Please note that if the uploaded images are not in line with the size requirements, cropping or other adjustments may be required to print the image correctly. If the adjustment results in a significant change to the image (ex: main subject of the image getting cropped, etc) you may be notified via e-mail informing you of the the sizing issue. Finally, please note that the print orientation will be the same as the orientation of the image. If you prefer to pick a specific print orientation regardless of the image orientation, please e-mail customer service and request it and be sure to cite your order number.
 
How large can my image be?
The site will accept files upto 100 MB large. However, large files will slow down the site's performance for you. So if you have a large sized file, we recommend that you email us at info@customcanv.as and we will arrange a fast and secure way for you to upload your file.
 
What is the best way to mount the canvases?
The best way to mount the canvas is to use the metal hook which is placed on the canvas stretch bar frame.
 
Can the canvases be hung outdoor?
The canvases are for indoor usage only where they are not exposed to sunlight for prolonged periods of time.
 
What if I want to order a rolled canvas print and use that to stretch the canvas using  my own stretcher bars?
In that case, please make sure that the canvas size that you select for printing includes the space you'll need to stretch the canvas around the bars. For canvas prints with a color wrap (black , white, etc) option, we will add 2" of the color border around the image unless requested otherwise with a different pattern. For Image Wrap border option, we will size the image to the selected print size and add 2" of white border around the image on all four sides. For Mirror Wrap border option, we will add a 2" mirrored border image around the image on all four sides.This 2" border addition will increase the overall print size of the canvas by 4" in both width and height dimensions.
 
Order Process Questions
 
I have not received any order confirmation.
customcanv.as automatically sends order confirmation once an order is successfully submitted. In the unlikely event of not receving a confirmation email in your email inbox, please check the spam folders of your email. If a confirmation email can't be located within the 24 hours of order placement, please contact the sales team and they'll be able send you a confirmation right away.
 
I receive error notifications after uploading selected picture
If you receive an error during the upload step, it's usually due to wrong image format and/or the image being too big. If the errors continue please contact our sales staff and they will help you address any techincal issues.
 
Can I preview my image before finalizing my order?
Customers will get preview thumbnail after adding the orders on the cart along with other details before finalizing the order. We highly recommend ensure that that image and related specifications are verified before submitting the order.
 
Can I cancel my submitted order?
If you wish to cancel a submitted order, please contact the sales team. For orders that don't go through the production process will be refunded the order amount minus a cancellation fee of up to 30%. For orders that are in currently in production phase or have been produced alread, there will be no cancellation. For special request orders, there will not be any cancellations. If an order has been produced and shipped, that order can't be cancelled. 
 
Can I make changes to a submitted order?
If the order has not been produced, we will be happy to accomodate any changes for free. However, if the order has already been produced, then we will not be able to change the details of the canvas. We can try to reproduce order with new specifications for an additional production charge if the order has not been shipped. If the order has been shipped already, then the customer must place a new order. Please contact the sales team to get further assistance. 
 
Payment Questions
 
What are my payment options?
Order payments can be made via Discover, Visa, American Express, Master Card, or Paypal.
 
Do you offer wholesale discounts?
Yes. For large quantities please contact our sales team and they will assist you with the large quantity discount.
 
Do you offer promtional discounts?
From time to time, we do offer promotional discounts through our site and other websites. Only one promotion can be applied per customer or per order. Promotional offers cannot be combined. Promotional offers cannot be applied retroactively on past orders. Promotional offers can be discontinued without notice.
 
Why don't I seen a refund on my credit card?
Depending on the credit card processer/credit card banks it may take a few days for the refund to show up on your account.
 
Shipping Questions
 
How is my order packaged?
Each canvas is carefully packaged, including corner pads, and wrapped in plastic to ensure no damage is incurred. Furhtermore, they are shipped with ample packaging protection to avoid damage during shipping.
 
How can I check the status of my delivery?
Once an order is shipped, customer will be sent a tracking number which can be used to track the order's delivery.
 
What do I do if I am not at home when the delivery arrives?
The shipping company will typically leave a note indicating a delivery attempt and a follow up delivery attempt notice. There will also be instructions on the note on picking up the products from the local shipment processing location. 
 
I still haven´t received my order. What should I do?
If it's been more than 10 business days and you haven't received your order, please contact the sales team immediately and notify them. They will track the order's progress and address any issues. If there is a problem on our end that results on your order getting delayed, we will address it immediately and provide a discount coupon as a token of our goodwill.
 
What is your policy on canvases damaged during shipping?
We ensure that all canvases are shipped with ample and appropriate packaging to avoid incurring any damage during the transit. In the event of unlikely damage due to shipping, we will replace your order for free as long as the damage is documented using digital pictures and a description of damage. Please contact our claims team within 24 hours of product delivery to notify receipt of a damaged canvas and for the next steps.
 
Website Policies Questions
 
What happens to my personal information?
Please read our company's privacy statement for details. In essense we don't keep anything longer than needed or legally required once the order is completed.
 
What is the customcanvas return policy?
In the event of a damaged package, please contact the sales team within 24 hours of the product delivery and describe the damage. The sales team may ask you to email a description of the damaged package along with pictures. In the case of shipping related damages, customer will be provided a RMA number which must be accompanied with the returned product(s). customcanvas will pay for the return shipment. Please also refer to to the question below regarding problems with order.