Frequently Asked Questions
Ordering & Proofs
How Many Rounds of Proofs Are Included?
Every order includes three rounds of proofs, and most customers approve their piece within one or two. The three rounds give you room to review and refine before anything is printed. If you find you need more, just let us know — additional charges may be incurred.
Sizing & Framing
Why Does My Matted Print Look Smaller Than the Size I Chose?
All sizes refer to the frame or print dimensions. On matted pieces, a mat border sits between the frame and your image, so the visible image area is smaller than the frame size — for example, a 16×20 framed and matted piece displays roughly an 11×14 image. This is standard for framed art and keeps the focus on your photo. If you'd prefer the largest possible image, choose a framed (non-matted) or Ready-to-Frame option.
How Are Your Frames Made?
Framed pieces use a lightweight polystyrene moulding, available in Black, White, and Wood Grain, assembled by hand in our studio. Polystyrene is a synthetic moulding designed to look like wood — it's lightweight, resists warping, and ships well.
Your Photos & Our Process
What Photo Should I Upload?
For best results, upload the original photo from your phone or camera, rather than a screenshot or a social media download. Not sure if your photo will work? Upload it anyway — we'll let you know before we start.
Do You Use AI?
Some of our styles, particularly Cartoon and stylized illustrations, use AI as part of the creative process. Every piece is then individually reviewed, refined, and printed by hand to ensure it meets our quality standards.
What File Will I Receive for My Digital Download?
Your digital download is delivered as a PNG at 300 DPI at the size you purchased. Other formats — JPG, PDF, or WebP — are available on request at no charge. You can specify any size from 5 to 48 inches on either edge at our standard rates. If you need a size outside that range, contact us and we'll provide a custom quote.
Shipping & Returns
Do You Offer Free Shipping?
Yes — shipping is included on every order, with no surprises at checkout.
How Long Will My Order Take?
Most orders are completed in 2–4 weeks from proof approval. Framed pieces may take a little longer, as frames are made to order.
What's Your Return Policy?
Because every piece is personalized, all sales are final. We will reprint or refund orders affected by printing defects or shipping damage only, within 14 days of delivery and with photo evidence of the issue.
Do You Ship Outside the Contiguous US?
We currently ship within the contiguous United States (lower 48 & D.C.) only. We’re not able to ship to Alaska, Hawaii, or US Territories, but hope to add this soon.
Still Have Questions?
Can't find what you're looking for? Get in touch and we'll be happy to help.