How can I track my order?
Once your order is complete, you will receive an automatic email confirmation of your order. Check your spam/junk box, if you didn't receive it in your standard box. In order to verify your order, you must click on the clickable link contained in the message.
To track your order, you can log in to your online account or send us an email.
When we ship your package, you will receive a notification email indicating that your package has been shipped. The carrier and shipping method will be indicated, as well as your tracking number if this service is available with your carrier (check your spam folder if you do not receive our emails). Delivery is made Monday through Friday during the day or evening (at the carrier's choice).
Please note that the shipping confirmation email may come from external platforms such as Freightcom or Parcelz that do not have a header related to our brands.
What should I do if an ordered item is missing?
First, make sure you have received all packages associated with your order (if there’s more than 1 box, we identify them, ex. 1 of 2 and 2 of 2). It often happens that if your shipment includes more than one box, the delivery man delivers only 1 package and comes back the next day for the other because the 2 packages are not in the same place in the truck. If all packages have been delivered but an item is still missing, check the package's packaging to make sure it is not inside (through the box stuffing and all the way down). Contact us if an item is still missing.
Can I add, modify, or remove items from my order once I have submitted it to you?
No. Once we have received your order, it can only be modified or edited if you contact us. Additionally, once we have started manufacturing your product or it has been shipped, the order cannot be modified or cancelled.
If you want to change the shipping address, please contact us by email as soon as possible. If you do it in your online account, contact us to let us know, as we will not see the change for current orders. Online changes are effective for future orders.
If an address change is made after the package has been shipped, a change of address fee of $24.95 CAD + taxes will be charged.
Can I activate a deleted/canceled order?
No, you will need to place a new order or contact us.
When am I entitled to "Priority Processing"?
You will be entitled to priority processing if you select the Fast production time option during checkout to the “Production lead time” drop-down menu. This means that your order will be processed more quickly than others. Depending on the items ordered, this can reduce processing time by 1 to 2 weeks, allowing your package to be shipped more quickly.
Additional fees apply. This option is only available for certain products.
Please refer to the product page you are interested in for more information or contact us.
What are the fees associated with file opening and order preparation?
If your file does not meet the requirements and we need to modify it, additional fees may apply. Similarly, if we need to adjust non-standard panel widths for murals to fit wall corners, additional fees may be charged. No additional fees will be charged without your consent.
What are the printing times?
The printing time frame varies depending on the products ordered.
Please note that we send your order to production once we have received your full payment and it has been approved. Additionally, if you upload your own image, it must meet our printing standards. If not, we will contact you. The production lead time also begins when the file is approved.
Moreover, to estimate the time frame, you need to add the production time and the delivery time.
Please note that the time frames indicated for each product are an average and are not guaranteed unless you choose to accelerate production lead time for an additional fee.
What should be the resolution of my images?
The higher the dpi, the better the resolution and image quality. However, it is important not to go overboard as high-resolution images increase file size.
As a general rule, the resolution of your image should be 300 dpi for the final format.
For large-format products, the resolution of your image should be 150 dpi for the final format.
If your file is in low resolution at 72 dpi, there is no point in increasing the resolution in an image editing software. Even if you increase it to 300 dpi, the resolution will remain the same, and we will have the same quality as the original. Therefore, it is important that the source file is in high resolution to ensure the quality is adequate.
Do you provide a proof?
Yes, we can provide a proof, but this may extend the production time by several days. Please contact us to request one. Additional fees may apply.
I can't see or log in to your site. What can I do?
If you have entered your email and password correctly and your account has not been suspended due to fraud or non-payment, please try the following:
Enable your cookies.
Clear existing cookies and cache.
Make sure the date and time on your computer are set to your time zone.
Make sure you are not blocking our site.
If you are using Internet Explorer or Edge, set your security profile to "Medium" and enable "Ignore automatic cookie handling" (Tools > Internet Options > Privacy tab > Advanced).
If you are having trouble logging in to the members section or placing an order, please do not hesitate to contact our customer service.
Is your website secure?
We take security measures to protect our customers' personal information. When you submit personal information through our website, it is protected both online and offline. When our registration/order form asks you to enter personal information (such as your credit card number), that information is encrypted and protected by the best encryption system currently available on the market - SSL.
We use the best SSL software available: 256-bit encryption.
How to use the shopping cart?
Find the image you want to buy.
Select the product on which you want the image to be printed.
Select the dimensions, material, production time and other options if available and the price before taxes will be displayed.
For wall murals, a cropping tool will appear when you enter your width and height. You can move the tool to select the part of the image you want to keep. When you click on the "Buy now" button, your crop is saved in your basket.
To purchase other products, click the “Shop more” link under the “Checkout Now” button.
Click on the "Buy Now" button for each desired item at the bottom of each item's page.
After adding all the desired items to your cart, click on "Shopping cart" at the top right of the page, if you are not already in your shopping cart. You will see the summary of your order and the balance including taxes.
Click the black "Checkout Now" button to the right of the image, below the total.
You are now ready to complete your personal information. If you are already a customer with us, select the "Login" option. If you are a new customer, select the "New customer" option.
If you are a new customer, click on the “New” button.
Enter your email address and create a password of 6 to 18 characters (letters, numbers and/or symbols) and click on the “Create account” button.
Complete your personal information.
If you want to ship to a different address than the billing address, uncheck the blue box “Ship to the same address” under the “Ship to” text and you can enter a different address.
Select the payment method you wish to use, check the box “I accept all the terms and conditions” and click on the black button “I confirm the order”.