Frequently Asked Questions
1. How do I use the voucher / coupon I purchased?
Most deal sites will send you your coupon code via email. After selecting your products and proceeding to checkout you will enter the code exactly as it was sent to you in the Discount Codes box at the shopping cart section of the checkout process. The coupon value will then be applied. Please be sure you are using the voucher number and not your coupon order number though, because only the voucher will work for your discount.
2. Where do I put my coupon code?
In the Shopping Cart section of the checkout process there will be a section titled Discount Code, with the words “Enter your coupon code if you have one.” You need to type (or copy/paste) your code into the box just below those words.
3. Can I use more than one discount on an order?
No, only one coupon code, discount, promotion, or gift card is allowed per order.
4. I am trying to upload my photos, but it is not working (i.e. there is no upload button, when I attempt to upload the photos it just spins, ect). What do I do?
Some users have experienced problems placing an order while using Internet Explorer (especially older versions of IE) and Safari these are known issues and our website development team is working to resolve them. If you are having trouble placing an order we recommend using Google Chrome, or Firefox to complete your order. If you continue to experience problems please contact a customer service representative for assistance.
5. Why does it say my photos are too small?
The minimum file size for each photo is based on the pixel size of the image rather than the size of the file itself. The minimum pixel sizes are:
9 Piece 6"x6" PhotoBlock Puzzle – 432x432 pixels
16 Piece 8"x8" PhotoBlock Puzzle – 576x576 pixels
2x2 Blocks – 151x151 pixels
5x7 PhotoBoard – 360x504 pixels
8x8 PhotoBoard – 576x576 pixels
8x10 PhotoBoard – 576x720 pixels
8x14 PhotoBoard – 540x1026 pixels
8x24 PhotoBoard – 576x1728 pixels
10x10 PhotoBoard – 720x720 pixels
11x14 PhotoBoard – 792x1008 pixels
12x12 PhotoBoard – 864x864 pixels
12x18 PhotoBoard -- 864x1296 pixels
12x24 PhotoBoard – 864x1728 pixels
12x36 PhotoBoard – 864x2592 pixels
16x16 PhotoBoard – 1152x1152 pixels
16x20 PhotoBoard – 1152x1440 pixels
16x24 PhotoBoard -- 1152x1728 pixels
16x48 PhotoBoard – 1152x3456 pixels
20x20 PhotoBoard – 1440x1440 pixels
20x24 PhotoBoard – 1440x1728 pixels
24x24 PhotoBoard – 1728x1728 pixels
20x30 PhotoBoard – 1440x2160 pixels
24x30 PhotoBoard – 1748x2160 pixels
24x36 PhotoBoard – 1748x2592 pixels
32x32 PhotoBoard – 2304x2304 pixels
30x40 PhotoBoard – 2160x2880 pixels
40x60 PhotoBoard – 2880x4320 pixels
6. How do I check the pixel size of my photos?
Right click on the file of the picture, select “Properties” then select the Details tab. Scroll down until you see the image section with the dimensions (width and height) listed, it should show the pixel sizes of your image.
7. Can I use two Gift Cards together?
No. Because we allow gift cards to be purchased with coupon codes or promotions we do not allow multiple gift cards to be used on the same order.
8. Can you make changes to my order or photos after I have submitted my order?
No. Unfortunately, once an order is submitted it is final and cannot be edited.
9. Can I use physical images, as opposed to digital images, and mail them to you?
No. We used to be able to accept physical pictures and scan them for printing, however due to our new processes and equipment we are no longer able to offer that service. However, most normal photo printing service stations do offer a scanning service that can be used, allowing you to have a digital version of your pictures for uploading.
10. How long does it take to produce an order?
Our standard processing time for producing an order on wood is 2 weeks (up to 3 weeks for metal canvas items). While we do employ the most technology and automation into our processes that we can, each piece is still a custom product requiring many steps in the production process.
11. What is the status of my order? or How do I check the Status of my order?
You can check the status of an order by logging into your customer account using the login, or my account buttons on the top right portion of the homepage. Currently your order will say "ready for processing" until it ships, when it will change to "complete". We are working to include additional order statuses that will allow you to more closely track your order through the production process.
12. Which pictures look best on wood?
Generally speaking, the better the picture is to begin with, the better it will look when printed. Higher quality images look better when printed because our printer is so precise that it is comparable to a high definition television over standard definition. Also, our wood prints do not use the color white, so anywhere in the image that is lighter in color will show the wood more through the picture. Darker and more colorful images like landscapes tend to show less wood grain through the images, whereas lighter colored images like portraits and close-ups tend to adopt more of the toning and grain of the wood.
13. Can I order using my smart phone or tablet?
Currently our website uses a flash based uploader that is not compatible with iOS based systems (iphone, ipad, etc) however most android based mobile devices should be able to successfully place orders.
14. Are you environmentally friendly?
We try to be responsible stewards of the earth by using products and processes that are friendly to the environment throughout the manufacturing and production process. We use wood from sources that are replenishable and prefer vendors and suppliers that show the same devotion to the environment that we do.
15. Will my image fade?
Our prints are more durable and lasting than typical canvases. We use UV inks that are resistent to fading as well as special UV coatings before and after printing to further protect and enhance your images.
16. What do the edges look like?
We are the only wood printing company that has a finished edge. Most of the wood printing companies use a 3/4" plywood as the substrate for a good wood print. Other companies that print on plywood leave the edges exposed where you can see the lines of the layers of wood. They often try to router or angle the edges to hide the edges giving it a 'standout' look. Our edges are finished with no plywood showing, giving the print a professional, solid wood look. Because we finish our edges, you also have more options for the finished look. The standard option is a natural wood look, but you also have the choice between dark walnut (brown) or ebony (black) edges.
17. What is your process?
In addition to using a UV ink, we pre-coat each board with a sealant that protects the wood and keeps the ink from absorbing into the wood and dispersing. This pre-coat provides a more "high definition" look for the image. We then print your image using the industries best equipment. After printing we apply a post-coat of an additional UV resistant sealer that provides additional resistance to UV light, scratching, and moisture. As far as we know, we are the only wood printer in the industry that applies either a pre or post coat to their product.
18. What kind of wood do you use?
We use a mixture of Maple plywood (from the U.S.) Canadian Maple and Russian Birch plywood. Our wood buyers sort through thousands of sheets of plywood each month to ensure the wood we print on is the highest quality in both construction and appearance. Not only do we like the look of the maple, but it also supports tree farms and companies here in North America.