Customer Service

We’re here to help. It’s just that simple, and we take this role very seriously. Whether you have a question about how to upload your photos, track your order or share your photo book with friends, we are committed to making your experience exceptional. Some of our frequently asked questions and answers can be found below, but should you not find what you’re looking for, please reach us at customerservice@picture.com

 

Frequently Asked Questions

 

Ordering

Why does the website say “no shipping method available”?

Please ensure there is only up to 3 items in your shopping cart before checking out. Should the problem persist, please send us your full mailing address and phone number so we can update your account details for you. 

My voucher code doesn’t seem to be working correctly. What do I do?

Please copy and paste the voucher code exactly as they are, looking out for small mix-ups like “1” and “I”. Our voucher codes are case-sensitive. Unless otherwise stated, our voucher codes are valid for one-time use. We cannot make a voucher code valid again, once it has been used. If your voucher code still doesn’t seem to be working as it should, please email us at customerservice@picture.com. Please take note that we CANNOT manually redeem a voucher code to an order that has already been placed.

When will I receive my order?

Production takes up to 4 working days. Shipping takes an additional 14-21 working days, depending on where you are located. Please allow our shipping partners some leeway during the holiday season as they experience a high volume of orders. To ensure your order reaches you as quickly as possible, do select FedEx Priority where available.

I’m designing a canvas print. What does the red part indicate?

The part highlighted in red is where the canvas will be wrapped around the sides and back of the stretcher frame. Please ensure all important details of your photo is captured within the white part of the canvas so that nothing gets cut off or left out during printing. Also keep in mind that you don’t want white in the red area because that are the sides of your canvas.

Can I mail in my photo?

Sorry, all photos need to be uploaded to our website. Please go through the entire order process to receive your canvas.

Is 20″x16″ the same as 16″x20″?

Yes! 20″x16″ and 16″x20″ are the same format.
Although our preview only shows the image in landscape, it works the same way whether you’d like a canvas in the portrait or landscape format – just make sure all the important details of your photo fits within the edges of the preview. You can hang your canvas print in the portrait format when you get it.

How do I upload another photo to order my second 20×16″ canvas print?

After creating your first canvas print and adding it to your shopping cart, go back to the Groupon page where you started from by clicking here: http://picture.com/groupon Choose the format you require, upload another photo and add it to your shopping cart once again. You should now have 2 prints in your shopping cart.

If you have purchased a multiple-canvas Groupon voucher, please note that your voucher code will only work when the corresponding number of canvases are in the shopping cart.

I purchased the two photo books offer. Do I need to redeem both at the same time?

Yes, both must be redeemed in the same order. The voucher code will only work if two photo books are in the shopping cart. Please take note that the voucher code is only valid for one-time use.

What should I do if my photo book has been damaged in transit?

Please email us about the issue along with some photos depicting this as soon as you can at customerservice@picture.com. We will then review the photos and do our best to resolve this for you.

How much is shipping?

Shipping starts at $8.99 but varies depending on size and quantity. Please review your shopping basket for the specifics, after you have applied your voucher code.

When will I receive my order?

All orders are processed within 24 hours. Shipping takes an additional 7-14 working days, depending on where you are located.

Which payment options are available?

You can pay using PayPal or credit card. We accept both VISA and MasterCard credit cards.

I purchased 2 voucher codes. May I redeem both vouchers in a single order?

Only if you’ve purchased the two-canvas voucher code! Otherwise, please go through the upload and order process once for each voucher code! You may redeem only one voucher code each time.

Can I get a photo book of a different size instead?

Your voucher code may not be redeemed on any other photo book size apart from the one specified.

Can I use a photo from my phone?

There are some pretty great cameras on phones nowadays but generally photos taken from a phone aren’t of good enough resolution to be blown up onto a canvas.

What size photo should I upload?

Generally, the rule of thumb is: the larger the photo, the better the print will turn out. Photos taken with a smartphone camera may not be of sufficient resolution for very large canvases. Having said that, we do our best to work with all sizes of photos.

If you need to edit your photo, we recommend the free online photo editor www.fotor.com. Please ensure your photo is 100% ready for print before uploading.

What should I do if my photo book has been damaged in transit?

Please email us about the issue along with some photos depicting this as soon as you can at customerservice@picture.com. We will then review the photos and do our best to resolve this for you.

How much is shipping?

Shipping starts at $8.99 but varies depending on size and quantity. Please review your shopping basket for the specifics, after you have applied your voucher code.

When will I receive my order?

All orders are processed within 24 hours. Shipping takes an additional 7-14 working days, depending on where you are located.

 

Contact us

Who do I contact?

We’re here to help with your order. Let us assist by emailing customerservice@picture.com

 

My Account

How do I find or reorder a project from a previous order?

You can view your old projects by going to http://order.picture.com, and then “Order History”. To pull up an old project, click “Preview” or “Reorder”.

The website is flagging my address as incomplete, even though I’ve filled out all fields. What should I do?

Please email us at customerservice@picture.com with your full mailing address so we can review this for you.

I received my order, but something is wrong. What do I do?

We are committed to ensuring your pictures and memories are preserved in a way that meets your standards. Please email us as soon as possible at customerservice@picture.com, along with some photos of the issue so we can do our best to resolve it.

How do I change or cancel my order?

Once you place your order, we begin printing your custom product. Since it is our goal to fulfill your order as quickly as possible, we cannot cancel an order. If you need to change shipping information about your order, please contact us at customerservice@picture.com and we will do our best to accommodate your request.

How long are my projects stored?

We store your projects based on where you are in the creation process – in draft, completed project or order placed. • If you are currently working on a project and it is saved as a draft, we will keep it stored for three (3) months. • If you have completed your project, but not yet ordered it, we will store it for six (6) months. • If you have ordered your project, we will store your project indefinitely.

How do I create a book?

Creating your book is simple, regardless of if you choose to use Picture.com Automation Tool or Picture.com Studio Tool. If you choose Picture.com Studio Tool, you can import your images from your computer, and place them in the book in the order you prefer. We recommend all images are 150 dpi and above. Once your pictures are imported, you can enhance your images, add effects and text, insert and delete pages, rotate images, select a background color, and edit your book to fit your needs. When you’re finished with your book, you can review your book and order.
If you choose Picture.com Studio Tool, creating your photo book is as simple as choosing the source for your images such as Facebook, Instagram or your computer, and a date range. Then, our intelligent photo book builder uses face recognition and other unique algorithms to identify the best pictures and captions for your photo book. You then review the images, add text and make final adjustments before sending to print.

How do I change my account details?

You can update the information associated with your account including your name, address, and email by logging in to your Picture.com account and clicking on the Account Details box.

How do I log into my account?

You can log into your account by visiting Picture.com and clicking on “Account” in the upper right corner. If you’re experiencing problems with your password, you can recover it by clicking “Forgot my Password” and following the directions. Be sure to check your spam folder for the recovery email. If you are still having issues accessing your account, please contact us at customerservice@picture.com and we’ll be more than happy to help you.