Frequently asked questions (FAQ)

search

Canvas

Which image file type should I upload?

We can process jpg, jpeg, png, gif formats. Max. process 60 MB data size. For the best resolution quality, upload your picture in "JPEG" file format.

To the top arrow-up

Why are there a limited number of formats displayed after I have finished uploading?

Our system analyzes your uploaded picture and displays all formats which will produce a high quality print for you. If you would like a larger size than what is shown, you may need to upload a picture with a higher resolution. If you would like help with this, feel free to give us a call or drop us an email.

To the top arrow-up

What are my border options?

Upon upload of your image data, you can choose between the following options: (ADD IMAGES)

Stretch border: A very popular choice. We duplicate the last pixel on each side of your image and blur it around the sides to give an impressionist feel while maintaining the same color scheme.

White border: A plain white border appears on the edge and none of the photo detail will be lost to the edges of the canvas.

Black border: As with the white border option, you won't lose any of your photo around the edges so you are able to still achieve a photo on canvas even when the photo focus point is cropped close to the edge.

Pixel stretch: The last pixel on each side of the image is blurred around the sides. All details remain on front of canvas.

Folded/ Scale wrap: Your image is wrapped to cover the sides of the canvas frame. If you have important details on the edge of your photo, do not select this option.

To the top arrow-up

What width options do I have?

You can order your canvas in two different widths 2 cm and 4 cm

To the top arrow-up

What if I am unhappy with my order?

We are passionate about producing quality canvases to inspire your walls and we offer the best prices in the market. If you’re not happy with your canvas print, we’ll either reprint it for you, or give you your money back.

Please email us a picture of your delivered canvas print to ([email protected]) and describe your issue. Our customer support representatives are very knowledgeable and will work with you to provide you with a product that you’re happy with.

To the top arrow-up

What resolution is needed for the image file that I upload?

An order of pictures with a resolution under 75 DPI is not recommended. Therefore we unfortunately can't guarantee the print quality of such pictures. The resolution of your image determines the size at which it can be printed in high quality. In order to achieve optimum results, use the minimum resolution for each canvas size provided in this link: www.my-picture.com.au/format/

To the top arrow-up

How large can my image be?

The system allows you to upload a file up to 60 megabytes (MB) in size. If you wish to deliver larger files, please contact our customer service team.

To the top arrow-up

What is the best way to mount the canvases?

For stable support, we recommend our hanging sets for each size of canvas, consisting of screws, pegs and cord. Of course you can also very easily fix smaller canvases to the wall with nails. Two options for mounting:

  • Take the two metal platelets with the eyelets and fix these to the frame. Then you can hang the image on two nails on the wall.
  • Or take the string and lead this through the two eyelets and then hang the image with the string on one nail in the wall.

To the top arrow-up

How long does it take to receive my products?

Canvas prints are produced and ready to ship within 24 hours of production starting. All other items are produced within 3-4 working days. Delivery takes up to an additional 14 working days.

Note that our products enter production only once payment has been received. Production begins on any business day if payment has been received by 7am.

To the top arrow-up

I have not received any order confirmation.

You should receive an email confirmation after you've completed your order. If you did not receive this, and you have checked your spam folder, please contact our customer service team.

To the top arrow-up

After uploading my photo, I receive the notification "Invalid file format".

An invalid file format error message can occur for two reasons:

  1. We can process jpg, jpeg, png, gif and tiff formats. Max. process 60 MB data size. Please check your type of file and if necessary use a picture processing program to transform it into the right type of file.
  2. The filename of your photo contains special signs like points, commas, spaces, etc. Please rename your file before uploading, so that the filename is free of these signs.

To the top arrow-up

Can I preview my canvas before finalizing my order?

You will see a demo picture on the website of how your image should print.

To the top arrow-up

Can I cancel my order?

Please email ([email protected] ) or call our Customer Support office toll free 855-335-9926 Monday thru Friday 10am-5pm Eastern Standard Time to cancel your order.

If your order has already been shipped, please call FedEx at 1-800-GOFEDEX with your tracking number and request that they reverse the delivery and then contact us and let us know that you wish to cancel your order.

If your order has been delivered, please let us know and we will provide you with a return slip so you can ship it back to us at our cost. Upon its receipt we process your refund (it will be less shipping).

To the top arrow-up

What if I need to make a change after I place my order?

(For example, change of name, address, phone)

Please email ([email protected]) or call our Customer Support office toll free 855-335-9926 Monday thru Friday 10am-5pm Eastern Standard Time. Once your order has shipped we cannot guarantee that your changes can be carried out.

Any physical order change must be received prior to order shipping. We will cancel your order so you can replace it and begin the process over. We cannot change your image properties once the order is placed, so please double check your edge styles and make sure you ordered enough print doubles!

To the top arrow-up

What payments options are there?

You can pay with VISA, MasterCard and Paypal.

To the top arrow-up

I have not received a bill.

Our Shop automatically sends an invoice to the e-mail address you filled in during your order process. In the case that you have not received one, please contact our customer service.

To the top arrow-up

Do you offer wholesale prices?

Yes, we do! We offer wholesale pricing starting at a minimum quantity of 20 canvases. Simply fill out the Commercial Inquiry (link) form on our website to be contacted for commercial discounts.

To the top arrow-up

I cancelled my order, why haven't I seen a refund on my credit card?

Please allow 7-10 business days after a refund has been processed for the funds to reach your account.

To the top arrow-up

How is my order packaged?

In order to enable your goods to reach you undamaged, we only use high-quality special packaging for our products. Our products are also wrapped in high cushion bubble wrap.

To the top arrow-up

How can I check the status of my delivery?

Depending on the shipping carrier that was used to ship your order, you will receive an email with your tracking number and corresponding link to the carrier’s website to check the shipping status.

To the top arrow-up

What do I do if I am not at home when the delivery arrives?

If you are not at home when your order is delivered, UPS takes your parcel away with them and leaves a message if it is a business/commercial address. The courier makes a second attempt at delivery the next business day. If your order is being delivered to a residential address, the UPS courier will leave the package for you at your front door at the first delivery attempt if you are not home.

To the top arrow-up

I still haven’t received my order. What should I do?

If your photo canvas has been damaged in transit, despite our carefully secured packaging, you should document the damage with a digital camera and contact [email protected] within 48 hours. Please let us know as soon as possible, so that we can replace the damaged canvas in a timely fashion.

To the top arrow-up

What should I do in case of damage in transit?

If your photo canvas has been damaged in transit, despite our carefully secured packaging, you should document the damage with a digital camera and contact [email protected] within 24 hours. Please let us know as soon as possible, so that we can replace the damaged canvas in a timely fashion.

To the top arrow-up

What are the shipping costs?

Shipping costs to mainland Australia are $14 for the first article. Each further article is free of shipping costs.

Orders which combine articles from the Wall Decoration range with items from the Home & Lifestyle or Photo Gifts ranges will incur a $3 surcharge.

To the top arrow-up

Is there an express delivery?

Unfortunately, it is not possible to send your items more quickly.

To the top arrow-up

How can I complain constructively about you?

We appreciate any feedback that helps us to improve. If you have a complaint, our customer service will be happy to find a satisfactory solution for you. For general complaints about your order, please use our email address: [email protected] and provide us with your order number and a detailed description of the issue. For product complaints, please include a photo of the product which clearly shows its deficiencies.


If you are still unsatisfied after processing your request, you can send us a further complaint. With this step we would like to use your criticism to improve our service. Please use the contact option on this page: mypicture.com.au/complaint

To the top arrow-up

What happens to my personal information?

Your images and all bank information expire from our system after 60 days. We will keep your email and order history with us on record so we can continue to provide you with fun and valuable discounts throughout the year. None of your information is relayed to a third party. Check out our privacy policy here: https://www.mypicture.com.au/privacy_policy/

To the top arrow-up

What is your return policy?

To return an item for exchange or refund, please email us an image of your delivered canvas print to [email protected] Please include the reason you are requesting an exchange or refund, your name, email address, and order number. We will respond to your request before 6:00 PM Eastern time Monday- Friday. For more information please check out our refund policy here: www.my-picture.com.au/refund_policy

To the top arrow-up

The offer has expired. You will be redirected to a new deal in 5 sec

mypicture.com.au TV-Commercial
Cancel
Your image is uploading.... Give us a second
We are preparing everything…
Upload completed!
0%
File is too large
Your image exceeds 60MB limit.
Resize your image and please try again.
Wrong file type
We can process the following formats:
.jpg, .jpeg, .png, .gif, .tiff
Error while uploading
Unfortuantely error occured while uploading. Please try again. If the problem persists upload your image using this uploader.
Image resolution insufficient.
Unfortunately, the resolution of your photo is not enough for the selected product. Please choose a different photo or change the product.