Help: Frequently Asked Questions

Please review the lists of Q & A’s as it may have already have the answers you are looking for, if you can’t find the answer please contact us.

HDCANVAS YOUR PHOTO ON CANVAS – SHIPPING AND RETURNS

Where do you ship to, which courier do you use, what are your shipping charges and how long does it take?

HDCanvas.ca ships to anywhere in Canada and USA (we dot not ship to a PO Box), we primarily use United Parcel Service (UPS) for most of our shipments however, depending on the shipping destination your order may be shipped with CanPar or Canada Post. We offer free shipping on all orders over $100 before taxes (Canada only). Our flat rate shipping fee is only $12.50! A rural delivery surcharge is applied to remote addresses, due to the higher costs of delivering to rural areas and applies in every case for Nunavut, NWT, and the Yukon. If you’d like to have an order shipped to the USA, our flat fee of $12.50 applies most of the time to product up to 20″ x 30″, for larger sizes contact us to request a quote. Turnaround and transit times can be found here.

Tracking details, change or reschedule a delivery, and splitting up an order?

You will receive a shipping confirmation e-mail with tracking information as soon as your product(s) leave our facility. You may click on the tracking number in the e-mail to view transit details. Turnaround and transit times can be found here. The UPS tracking link emailed to you has a section where you can change the shipping address and delivery date even before the first delivery. If there is a problem changing it on the UPS website just give them a call and have the delivery changed. We are unable to ship your order to different locations on the same order. If you need to ship product to multiple locations, separate orders will have to be placed. If you need help doing this, please contact us

Do I have to sign for my package when it is delivered?

We do not require signatures for delivery and in general, at residential deliveries the package will be left at your front door. Leaving the package is at the driver’s discretion and if he/she feels it inappropriate to leave the package unattended they will leave a door tag with notification. Commercial deliveries and packages valued at over $500 require a signature.

How will you pack my order for shipping?

For stretched HD canvases we use our heavyweight shipping cartons (made from 50% recycled materials). They’re custom-made specifically for your product and are always protected with corner protectors, shrink wrapping to keep out moisture and/or bubble wrapping to ensure a safe delivery to your door. Non-stretched products are shipped rolled using a tube in A box.

                

What is your return policy?

We have a 10-day warranty replacement policy and will replace the product if there is a problem with it. Due to the custom nature of the on demand products, no goods may be returned without written authorization from HDCanvas.ca. If we have made an error or if there is a defect please let us know right away. We do not accept returns solely for the request to choose a different size, options, product type, style, border or enhancements, with no defect in the original product. Enhancement and shipping charges are non-refundable, and any return shipping costs (if applicable) are the responsibility of the customer.

What if my product arrives damaged?

We make a maximum effort to ensure your orders arrive in perfection condition and we have a very low rate of damaged packages but accidents do happen. If your package and the product inside arrived damaged please take photographs of the damage and email them to us at info@hdcanvas.ca. Each shipment is insured, we will handle the claims process and gladly process and begin a replacement piece for you immediately. The shipping company may need to retrieve the items for inspection so please wait for the replacement to arrive from us before disposing of the item or any packing materials.

I need to change the delivery date or address what do I do?

No problem, UPS lets you change to delivery address or date even before the first delivery. Just click on the tracking number or give them a call at 1-800-742-5877 and change it.

Note: UPS will charge us a $12.50 fee for each address change and we will invoice you for the additional cost.

  

Do you offer drop shipping services?

We sure do! We offer FREE pro-level drop shipping options: Your name, company name (if applicable), will appear on the shipping label of your order’s shipping carton instead of ours. The return address will be an untraceable address, we cannot put your address on it due to logistic requirements. Our branding won’t appear on the canvas stretcher frame, or any enclosed materials. We’ll include your promotional items such as Certificates of Authenticity, catalogs/brochures, invoices/packing slips or other items you supply. We’ll keep the materials you provide on file and include them with your shipments. If you require additional information please see our options page or Contact Us

YOUR PHOTO ON CANVAS – MATERIALS AND FINISHED PRODUCT

How long will my HDCanvas Canvas prints last?

A life time or two, or three, or more, at least somewhere until the mid 23rd century your canvas will still be turning heads.

What sets us apart is our 200+ year archival UV laminate protection “the ultimate photo protection finish”.  Don’t take our word for it. Wilhelm Imaging Research, the leading authority on image print permanence, said so. We are exceeding the rigorous standards for genuine Giclée canvas prints by using state-of-the-art hot vacuum presses for lamination to ensure that the protection goes deep into the canvas and has the even texture you expect from a canvas, and combine that with professional-grade printers and archival pigment inks. ​Most canvas labs print canvas to ‘Art Decor’ standards, which lasts 3 – 10 years and be wary of canvas products that are uncoated or protected with lacquers as they will crack, fade, and turn yellow over time!  Note: Canvases are intended for indoor use only.

Does my photo canvas come with hanging hardware?

Every HDCanvas canvas gallery wrap comes ready to hang on your wall straight out of the box. For hanging accessories we use heavy duty hanging wire assemblies for canvas wraps larger than 16″ x 20″ (40 cm x 50 cm) and saw tooth hangers for the smaller sizes. We mount the hanging wire inside the frame so it will never scratch your walls. The wire has a protective coating so it will stay shiny for generations.

See our options info page  for more.

Can you do custom sizes?

Custom is what we are all about, if you can dream it we can create it. We even do text, poems and verses. Just request a quote for all things custom by using the contact us page.

What are the border options for canvas prints and how much image area is required for gallery wrap borders?

There are three different border options for a photo on canvas. Image wrap, reflective border, and color border.For examples see our options page.
Image wrap: with this option the image will literally wrap around the sides of the canvas.
Reflective Border: we will select a portion of the edges of your photo or artwork, flip them and print them on the sides of your canvas.
Color Border: black or white color is standard but you can also specify the RGB values for us to print, hat color will then be printed on the sides of your photo canvas

The image area required for gallery wraps regardless of the finished size of your gallery wrapped canvas, is either 1″ (for Thin Gallery Wraps) or 2″ (for Thick Gallery Wraps) on each side to wrap the image around the sides.​

Do you have framing options?

Floater frames are available in two different colors. We start with your photo – masterfully transformed into a handcrafted Thick Gallery Wrap (1.75″) or Thin (0.75″) – then expertly mount it into a custom, satin-finish 2.25″ deep Floater Frame. The canvas appears to “float” inside the frame – with Gallery Wrap edges visible in the gap between the canvas and the frame
Available frame colors: Solid Black or Solid White with an etched wood grain effect. Visit our floater option page here.

Do you offer an “unstretched” canvas option?

If you have the tools, expertise and patience to stretch canvas yourself, our unstretched canvas come with 2” of unprinted margins on all four sides to accommodate future stretching. The image area will be the same as the canvas size you order. For instance, if you order a 24″ x 36″ unstretched canvas, your image will be printed at exactly 24″ x 36″, in addition we include the 1 inch or 2 inch wrap border style (pending on the 0.75″ or 1.75″ frame thickness) and include the 2” of unprinted margins, all for the same price. This means that the canvas itself would be at least 32″ x 44″

Do you charge extra to touch up my image?

Basic touch-ups are complimentary: exposure correction, date stamp removal, color correction and red-eye removal, repairing minor scratches or blemishes are all free.
Our retouching isn’t automated. Our digital imaging artisans put their skills to work so your images look their absolute best before reproducing them onto canvas. The results speak for themselves.

​For extensive retouching, photo restoration and some samples visit our options page.

How should I care for my canvas wraps?

An HD canvas is heavy-duty all the way so very low maintenance is required.  While we recommend displaying your canvas in a dry, temperature-controlled location, it’s designed to withstand the environmental factors that damage other artwork, like exposure to sunlight or humidity. If necessary, just gently clean with a feather duster or with a soft damp micro fiber or terry cloth..

PRINTS  FROM HDCANVAS – IMAGES, FILE TYPES AND RESTRICTIONS

What file formats and types do you accept?

HDCanvas prefers JPEG and TIFF using the SRGB color space but we can work with most types of digital files, as well as photo prints,digital photos on CD or DVD, original artwork, film negatives and transparencies from 35 mm up to medium format, we’ll professionally scan your photos at no extra charge and will be shipped back to you with your order (If you’re worried about your original being damaged or lost in transit, just send us a copy and hold on to the original). No matter what format you choose, we’ll let you know if any questions or concerns arise when we pre-check your image. The uploader button on our contact us page will handle files up to 10Mb, and the WeTransfer can handle any file type up to 2GB. Please remove all layers and save your image at the highest quality setting prior to submitting it, a 2GB photoshop file containing all the adjustment layers will only slow us down getting your order out of the door.

Can I turn my iPhone and Instagram photos into Canvas Photo Prints?

For iPhone, absolutely! The trick is choosing the right size of photo from your iPhone. When you know which photo you want to print to canvas, email the photo to yourself or us and make sure you choose “Actual” size. Then save that photo to your desktop. You are now ready to order your canvas.

​For Instagram, yes you can. Your Instagram photos are saved on your camera roll. Email the Instagram photo to yourself. Make sure you select “Actual Size” when you do. Once you save your photo you are ready to upload it to our website.

HDCanvas Your Photo On Canvas  printed some iPhone and Instagram photos at 24″ x 36″ and can even go larger.​​

Can I change my uploaded photo with a different photo after I place my order?

You certainly can however, we encourage you to contact us as soon as possible to make an order change request before your order goes to production.
Please contact us right away to make an order change request.

What resolution or digital image size should I provide if I want prints with HDCanavas photo enlargement?

There is a lot of confusion about resolution, Dpi and size requirements, you do not have to worry about that, our system is not automated like the big box printing labs that charge you heavily, an actual professional  is looking at your image and will do the image preparation for you. For enlargements, we actually can upsize images the other guys can’t do and printed some at 24″ by 36″ and larger. We use a proprietary software for our enlargements and in some extreme cases there is pixelation that we can expertly remove and carries an extra charge. But don’t worry, if you have a small image that you would like to see enlarged just request a free image evaluation and include the print size you prefer using our contact us  page. Don’t forget to upload your image for evaluation, always try and use the original photo, the less time we spend working on your image — the quicker it will be in your hands. An example is in our options section where we took a 1000 pixels wide image and turned into a 24″ x 36″ canvas at no extra cost to the customer.

Are there any restrictions on what type of photo canvas can be printed?

We can print any digital image on canvas whether it be a photograph, painting or digital art. There are no restrictions on what subjects can be printed but HDCanvas.ca reserves the right to refuse orders with questionable content. You must however be the copyright owner of the image or have obtained a licence of the image. With that said, it is impossible for us to check the ownership of every image therefore it is your sole responsibility to ensure that you have the necessary authorizations and/or permissions to use the images. For more information see our terms of use.

Will my finished canvas look like the image on my computer screen?

Every device screen displays images differently. Unless you have a profiled monitor, it may not display accurate colors. Every screen displays images differently and may differ from what the final printed product looks like. We always visually check that images look their best and do minor color-management and enhancement at no charge to ensure quality canvas prints.

HDCANVAS – ORDERING, PAYMENTS AND OTHER POLICIES

Ordering and request for quotation (RFQ)?

At HDCanvas.ca we strive to produce exactly what the customer desires, resulting in the most custom experience possible.

Therefore we prefer to manually review each order to ensure the best possible results.

If you request an RFQ using our order form, we will email you a secure digital invoice containing all the info and price of the requested product. We only start producing your art after we receive your payment so if you decide not to proceed with an order simply don’t pay the invoice. If you decide to go ahead with the order, verify the info and pay the invoice.

If you request an RFQ using our Contact Us form, we will email you an RFQ reply with the pricing for your art. If you decide to go ahead with an order than complete the order form. Ensure all info is correct since the order info is no longer being double verified.

How does the ordering process work and what payment options do you accept?

Placing an order with HDCanvas.ca is a very simple process and does not require any registration.

1) Fill out the order form and upload your image, we will manually review each photo and make sure the order forms are complete. If any concerns arise we will contact you by email.

2) A secure digital invoice will be sent to the email provided and will contain all the details of the order. Once the invoice is paid we will start producing your art work.

3) Tracking number will follow when the order ships.​

You can pay the invoice with credit or debit card using Visa, MasterCard, AMEX, Discovery and Paypal. All transactions are handled by PayPal so you benefit from PayPal’s Security Safeguards.

How do I pay with credit or debit card without joining Paypal?

In 2015 Paypal made some changes, below are screen captures explaining the process.

       

Do you offer corporate, wholesale, special promotions or discounts?

We offer volume discounts for large projects of canvas prints and professional photographers. Our pricing is already belonging to the lowest on the web and is offered to everyone at wholesale levels.

We do not artificially increase pricing in order to provide discounts or sale gimmicks.

The Only Cheap thing About HDCanvas.ca is our Pricing...

Our prices are very competitive given our artisan crafted products and superior environmentally friendly materials. We will not take shortcuts and are quality all the way.

​We rely on returning trusting customers and offer the highest quality at for the best value.

We do things a bit different at HDCanvas.ca and here are some of them:

At HDCanvas Your Photo ON Canvas Highly skilled professionals: that will check your files or consult with you about potential issues. Never will we use button pushers that click ‘print’ without checking your files.
The best materials and processes: solid wood stretchers, custom made canvas right here in Canada and state of the art equipment. Never shall we do what a lot of other print shops are doing: using a sub standard canvas that yellows over time, or worse supply canvas knockoffs that are paper or plastic and that looks like a canvas. Some even use stretcher bars made of MDF or plastic.
The best laminate protection and process (that is expensive but to HDCanvas.ca worth every penny). Instead of no protective coating or rolled on lacquers, a canvas is almost guaranteed to chip and crack as well as fade prematurely and smear when wet.
100% Canadian Made, saving Canadian jobs instead of using overseas materials or manufacturing. There are print shops that use overseas hazardous manufactured and trashy materials that potentially use child labor and sweatshop wages.

What does HDCanvas.ca do to help protect the environment?

Things like using canvas without optical brightener additives (OBA), purchasing wood from managed BC forests for our stretcher bars and we can refrain completely from solvents in our inks. It all makes sense, that way, an HDCanvas can be hanged into a children´s room without uncertainness and is better for the environment and our employees. Would you like to know more? Read about it here.

Where can I read your Privacy Policy?

Our policy is pretty simple. Protect your privacy like it’s our own. That’s why we won’t sell or lend your information to anyone at any time. Read our Privacy Policy here .

Is my financial transaction secure?

Financial information and transactions are handled in the background by PayPal so you benefit from PayPal’s Security Safeguards. Our checkout pages are hosted by PayPal therefore HDCanvas.ca will never see your financial information.