Pictorem FAQ

FAQ

FREQUENTLY ASKED QUESTION

General Information

Before your purchase

Where do you ship from?

We do the printing in Montreal, Canada. We also have logistic facilities within New York state. Orders shipped to Canadian customers are shipped from Montreal, and to US customers from New York state. No import fees or any local tax for US customers.

How much is the shipping cost ?

It is Free shipping anywhere in USA or Canada, but you can also get an express delivery option, but this depend on your canvas size, option are available when placing the order.

Can I have you make any edits or color change to my file ?

Yes and we offer an option on the shopping cart page.

My image transfer to your site is not working

If your file is too large or if you have any problem transfering your file, just proceed with the order without uploading your image. We will work with you and send you an email for various options to transfer including dropbox, wetransfer, other manual upload process.

We will make it working and you will never pay for something we can't print

After your purchase

How long does it take to ship my product?

Canvas Roll: typical lead time 3 working days
Order today and we will ship on Sep-27

Stretched Canvas: typical lead time 7 working days
Order today and we will ship on Oct-03

Stretched Canvas with Decorating Frame: typical lead time 8 working days
Order today and we will ship on Oct-04

Photo Print:: typical lead time 5 working days
Order today and we will ship on Sep-29

Custom Photo Frame:: typical lead time 7 working days
Order today and we will ship on Oct-03

Acrylic Print: typical lead time 7 working days
Order today and we will ship on Oct-03

Metal Print: typical lead time 7 working days
Order today and we will ship on Oct-03

Mural Print: typical lead time 6 working days
Order today and we will ship on Oct-02

Epoxy metal: typical lead time 10 working days
Order today and we will ship on Oct-06

Note: Decoration Frame, Varnish option might add a few working days to the total lead time

We ship from Monday to Friday. Then you can receive your product within 2 to 6 days. You can also choose your shipping option (ground or express) on the checkout page.

How can I find the status of my order?

You can follow the status of the order, including the tracking number or other specific information regarding your order on your "account" page.

My Tracking doesn't work?

It is possible that our email system is sending you the tracking number before the shipper is scanning the item.
It might take up to 24 hours on some case for some carrier ( such as Fedex ) to scan the box and to active the tracking, in the meantime, you will see "tracking not found" and it is normal, you can wait 24 hours and if it takes longer, feel free to contact us!

My canvas is defective, how can I send it back?

You need to contact us, trough your "Account"page. Do not send any product without a valid RMA ( Return Merchandize Authorization), or the package could be refused.

General Printing question

What formats of images do you accept?

We can work with various files: JPEG, PNG, PSD & PSB, PDF, TIFF, AI, EPS
If you have multiple file, for a special project, you can also send them under a ZIP file

What is your working colorspace?

Our printing software is using sRGB. We will work with any other colorspace such as CMYK but they will be converted to sRGB

Not sure about my image resolution, will you check before printing?

Yes, we will check quality and if it's not meeting our standard or something is wrong with the file, we will contact you first before shipping.
you can check the file resolution you need for the optimal print

What file format do you recommend?

A good old JPEG with the highest quality settings of compression will work great. Yes a TIFF offers a quality without any loss but with experience, we have found that with a good optimal JPEG with a good dpi, we can't notice any change

Canvas Print

What printing quality should I expect?

We invest on the latest printing technology of 2017.
We are using premium materials, ( such as Premium Artist Matte Canvas, and the 99,9% optical pure acrylic sheet, all in original ink, to provide the most vivid results for your photo or art.
you can check the file resolution you need for the optimal print

Do you have a Canvas ICC profile

Yes it is here
ICC PROFILE / PRO RESOURCES PAGE

What is the maximum size for the print

We are using a 60 inch HP Pigment ink plotter, so for:

Stretched Canvas print: Max size is 100 inches by 54 inches.
Canvas print shipped in Roll: Max size is 150 inches by 58 inches.

Please note that if you want want even bigger we can print your artwork in multiple panels

What is the actual finished size of a framed CANVAS print?

When you select our premium "wrap" style, 1.5 inch thick wood Frame for your canvas print, we will increase the size of your image by 1.5 inches all around. This way we can wrap the canvas around the frame with the edges of your image. We will however always check to make sure we are not removing a crucial element of your picture.

Acrylic Print

What printing quality should I expect?

We invest on the latest printing technology of 2017.
We are using FlatBed Printers for a Direct Print on Acrylic with a unique Inkjet dispersion technology that consistently delivers wide adhesion, superb color vibrancy and excellent durability in every print.
you can check the file resolution you need for the optimal print

What is the maximum size for the print

Acrylic print: Max size is 96 inches by 48 inches.

What kind of backing are you using with a floating frame

If you select the floating frame mounting, we will simply add a black ink at the back of the acrylic to protect the print. There is no extra layers or sintra. The result will be clean and elegant

What are the stand-off position on the acrylic

If you want to measure where to drill, the stand-off is at 1 inch from the border and the stand off size approx 2cm.

What resolution do you require for printing ?

Please check our update printing resolution guideline

What is the opacity of the Acrylic

If you select the floating frame mounting, it will be 99% opaque due to the black ink we use. If you select the stand off, the opacity is approx 70%

What is the lead time for order processing for the Acrylic print

Please check our updated lead time page on the top of the FAQ page

Metal Print

What is the maximum size for the print?

Metal print: Max size is 96 inches by 48 inches.

On what medium to you print?

We print on a 1/8 brushed aluminum print.

How do you print on metal?

We are using a flatbed printer to print directly on the brushed aluminum surface. To take advantage of the brushed surface we do not print the white so the white of the picture becomes the reflective brushed metal surface

Washing the metal print?

Yes, we are using UV inkjet, it will be water resistant.

Mural Print

Printed on Eco-Solvent Ink (scratch resistent)

What type of paper are you using for your mural print?

We are usindg Professional Grade Custom Vynil Self-Adhesive Printing

What is your printer resolution?

Our printer are using 1200 dpi print resolution but to manage a large print size, we recommend to have a file between 100 to 200 dpi

Is it scratch resistent?

Yes it is, we are using eco-solvent ink

What are the lenght of the print strips?

We typically deliver in strip of 30 inches of width for easy installation. but we can adapt the size depending on the project