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Our Company Policies & Guarantee

  • Our Satisfaction Guarantees

    We'll deliver a high quality reproduction of your image that arrives free from defects. Period. If you're not satisfied that your print quality is at least as good as the quality preview / instant proof, we'll reprint your image free of charge. If we can't satisfy you with our print quality, we'll give your money back.

    Please inspect your prints within 14 days of receipt. You have 14 days from the time your order shows as delivered by the shipping carrier to request a reprint.

    • Print Quality Guarantee

      If you have received a print where the quality does not match the quality preview on our website, we will re-print it free of charge. Contact us if you need a re-print.

      In most cases we will issue a reprint order immediately. However, we may ask you to return the print(s) in question if we feel we need to see them to verify the issue. In this case, we may, at our discretion choose to wait to issue reprints until we have received the original prints back from you.

      Note: If your image is of very poor quality or you try to print it bigger than is possible, our website will display a warning message, and require you to select an option waiving the quality guarantee if you wish to proceed and order the print anyway. In this case, there is no guarantee of print quality and no reprints or refunds will be issued under any circumstances.

    • Cropping & Bleed

      Our site gives you the power and control over how your image is cropped. If you choose a print size ("aspect ratio") that does not fit your image, it will require cropping. If cropping is required, you are notified and prompted to choose how you want your image cropped. You are responsible for how you choose to crop your image. Our shopping cart shows you how your image is cropped as well. If you are not satisfied with how you've cropped your image, edit and correct it before proceeding to checkout. We do not reprint at our expense in cases where you chosen cropping that you do not like.

      During the printing & trimming process, the very edges of your image may be trimmed off. Please do not place any content within 1/8" of the image edge that is important to you, as it may be trimmed off. We do not reprint at our expense in the event that any content within 1/8" of the image edge is missing in your finished print. (This is standard for most print shops)

    • Color Accuracy Guarantees & Limitations

      If your print has lines running through it, or the color is starkly different than the color in your image then the printer that generated your print may have been having technical difficulties, and we will re-print your image for free.

      If you perceive a subtle difference in color, please understand that color is subjective. The color may look slightly different on your monitor than it would on our monitors (due to monitor calibration). Further, a single print can also look different in white light vs. natural light, vs. yellow light. Because color is subjective, we do not re-print at our expense in cases where we cannot detect a notable visible difference between your print and the color of your digital image. If you feel that the color is notably and visibly off, you can send your print(s) back to us for evaluation. If we can detect the same difference we will re-print.

      If you feel your print qualifies for a re-print, or you would like us to evaluate it, please contact us.

    • Finishing Services Quality Guarantee

      We guarantee lamination, mounting, wrap mounting and gallery wrapped canvases to arrive free from defects. If you believe that there is a defect in your finishing services, please contact us. In the event of a defect, we will reprint your image(s) free of charge.

      Some of our substrates can shape or form to packaging during transit. In this case the substrate can almost easily be "reformed" to correct the issue. For example, paper prints rolled in a tube may have waves from the rolling. Or a canvas print may have lost tension or formed somewhat to parts of the packaging in contact with it. These are examples of cases where simple techniques you can perform at home or work resolves the issue without replacement. In these types of cases, we will require your assistance in implementing simple solutions. In the event that the issue cannot be resolved using standard techniques, with a good faith effort from you, we will replace it.

      In most cases we will issue a reprint order immediately. However, we may ask you to return the print(s) in question if we feel we need to see them to verify the issue. In this case, we may, at our discretion choose to wait to issue reprints until we have received the original prints back from you.

    • Damage During Shipping

      If your order arrives damaged, contact us right away. Do NOT throw away the shipping container. Use a digital camera, or camera phone to snap a few pictures of the damaged shipping container and prints.

      Some of our substrates can shape or form to packaging during transit. In this case the substrate can almost easily be "reformed" to correct the issue. For example, paper prints rolled in a tube may have waves from the rolling. Or a canvas print may have lost tension or formed somewhat to parts of the packaging in contact with it. These are examples of cases where simple techniques you can perform at home or work resolves the issue without replacement. In these types of cases, we will require your assistance in implementing simple solutions. In the event that the issue cannot be resolved using standard techniques, with a good faith effort from you, we will replace it.

      If your order was shipped via the U.S. Postal service, we do require you to return the order to your nearest post office (after contacting us). It is the only way we get reimbursed for damaged shipments.

      When you have sent us the pictures of the damage, and delivered your order to the nearest post office, we will issue a replacement of your damaged prints.

    • Order Turnaround Time Guarantees

      Standard Processing: Orders placed with standard processing (free) will process and ship within 3 business days. Most ship within 2 business days. This excludes mounting and canvas gallery wrapping services which require an additional 1-2 business days to process. If we fail to get your order printed and delivered to the carrier for shipping within these promised timelines, and you contact us before your order ships, we will upgrade your shipping to Express Mail (overnight) at our expense.

      Expedited processing: Orders that have been ugraded to Expedited Processing will process and ship within 1 business day. Orders placed before 10AM MST on a business day will print and ship the same day. This excludes mounting and canvas gallery wrapping services, which require an additional 1-2 business days to process. IF we fail to get your order printed and delivered to the carrier for shipping within these promised timelines and you contact us before your order ships, we will upgrade your shipping to Express Mail (overnight) at our expense. If you had already selected Express Mail, we will refund the expedited processing surcharge that was charged on your order.

    • Shipping Transit Time

      We do not guarantee the speed of shipment. Our guarantees on turnaround time extend to the point that we hand off your order to the shipping carrier (usually the U.S. Post Office). Shipping times described on our website for each shipping method are "typical" and "average" and not guarantees. We cannot be held responsible for late delivery by the postal service.

      The U.S. Postal Service does guarantee Express Mail packages received by them before 4PM on any business day to arrive by 4PM the following business day in most areas (including Saturday, in most areas). Some rural locations are guaranteed 2 day service via Express Mail. Also, inclement weather and acts of God can void USPS' stated service guarantee. If you track your Express Mail package and it shows that it should be delivered but has not been, a claim can be made with the U.S. Postal Service, and we will be happy to make that claim on your behalf. When we receive reimbursement from the USPS, we will credit you back what you paid for Express Mail shipping upgrade.

      We cannot accept responsibility for packages not delivered on-time, which were shipped on-time by us.

    • Reprints, Refunds & Returns

      In the event of a defect in workmanship, a re-print of the image is the first remedy. No refunds will be made unless the item cannot be reprinted correctly.

      Some of our substrates can shape or form to packaging during transit. In this case the substrate can almost easily be "reformed" to correct the issue. For example, paper prints rolled in a tube may have waves from the rolling. Or a canvas print may have lost tension or formed somewhat to parts of the packaging in contact with it. These are examples of cases where simple techniques you can perform at home or work resolves the issue without replacement. In these types of cases, we will require your assistance in implementing simple solutions. In the event that the issue cannot be resolved using standard techniques, with a good faith effort from you, we will replace it.

      We rarely request that you return a defective or damaged print to us. In most cases, it costs less to simply reproduce an item than to deal with returns, and it's more convenient for you as well. We do reserve the right however to ask you to return an item to us for replacement. In the event that it's being returned for defect in workmanship, or damage in transit, we will refund you the amount of return shipment within 14 days of receiving the return from you.

      In all cases, we require that you send a photo (taken by a cell phone camera is fine) that clearly shows the defect or damage to us before any reprints or refunds can be issued. Contact us by phone at 800-691-3545 or email us to start the process.

      • How can I get a reprint?

        If your print has a defect (other than color accuracy - keep reading for that) or was damaged in transit to you, you may request reprint. Contact us by phone at 800-691-3545 or email us to start the process.

        We will issue reprints right away (after receiving photos) if your print:

        • Has scratches, dents, dings or other damage

        • Is not the correct size

        • Is on the wrong paper, or missing features that you ordered.

        • Has artifacts, features, or ink dots which are not in your image

        • Has been trimmed incorrectly

        • Is not the image that you ordered

        Reprinting for Color Accuracy:

        If you have not calibrated your monitor using a calibration hardware device (such as X-Rite's ColorMunki), then it is quite likely that you simply are not seeing your image's color correctly on your monitor! Even a brand new monitor is unlikely to show color accurately if it has not been calibrated.

        If you perceive a subtle difference in color, please understand that color is subjective. The color may look slightly different on your monitor than it would on our monitors (due to monitor calibration). Further, a single print can also look different in white light vs. natural light, vs. yellow light. Because color is subjective, we do not re-print at our expense in cases where we cannot detect a notable visible difference between your print and the color of your digital image.

        If you feel that the color is notably and visibly off, you can send your print(s) back to us for evaluation at your expense. If we can detect the same difference we will re-print it free of charge, and refund your return shipping. If we cannot detect the same difference, we will ship the original print back to you and your return shipping will not be refunded.

        If you color calibrate your monitor using a known calibration device, and you feel your print qualifies for a re-print, or you would like us to evaluate it, please contact us.

      • How long does it take to receive a reprint?

        Your reprint will be issued using the same processing and shipping options that you chose when you placed your order. For example, if your original order was upgraded to expedited (1 business day) processing, your reprint will be handled the same way.

        If you need your reprint quickly, please be sure to contact us immediately, and have photos of the defect/damage already taken so that you can respond to our request for them quickly. Reprint processing time starts once we have received your photos of the defect or damage.

      • I've gotten a reprint and I am still not satisfied, can I get a refund?

        If you have obtained a reprint from us, and it contains the same defect that caused it to be reprinted, or a new defect, you may request a refund.

        How to obtain a refund:

        1. Contact us by phone at 800-691-3545 or email us, requesting a refund.
        2. After we have received photos of the defect or damage from you, within 1 business day we will issue a refund and send you confirmation of the refund approval.
        3. Refunds are ONLY made via the same payment method you used to place your order.
        4. Refunds may take up to 7 days to process, from the date you receive confirmation of your refund's approval. If 7 days have passed and you have not received your refund, please contact us.
      • Can I return my print for an exchange?

        Most likely not. We rarely ask for you to return a print in order to receive a replacement. We will always ask you to send a photo of any damage or defects before issuing a reprint. See the topic "How Can I Get a Reprint" above.

  • Our Privacy Policy

    Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

    When creating an account or placing an order with us, you may provide certain information as requested in the applicable forms. We then use that information as necessary to process your order or complete other requests you may make via our website. We do not share this information with outside parties except to the extent necessary to complete that order.

    We use non-identifying and aggregate information to better design our website. This information does not identify you or any customer, rather it is general information about percentage of visitors that use particular features on our website.

    Our Commitment To Children's Privacy:

    Protecting the privacy of the very young is especially important. For that reason, we never collect or maintain information at our website from those we actually know are under 13, and no part of our website is structured to attract anyone under 13.

    How You Can Access Or Correct Your Information:

    You can access all your personally identifiable information that we collect online and maintain by logging into your assigned account using the password provided. We use this procedure to better safeguard your information.

    You can correct factual errors in your personally identifiable information by sending us a request that credibly shows error.

    To protect your privacy and security, we will also take reasonable steps to verify your identity before granting access or making corrections.

  • Our Security Policy

    To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

    Our checkout process uses industry standard SSL encryption of all communication between your computer and our servers.

    Our servers utilize all reasonable security measures to prevent unauthorized access to information, and your credit card information is encrypted on our servers.

    Our team members are carefully vetted before hiring to ensure that they do not pose a risk to your private information, and their access to your data is limited to only what they need in order to perform their job functions.

  • Our Email & SPAM Policy

    We are committed to strict anti-SPAM policies. You will only receive emails from us as a result of specific site interaction (such as placing an order). If you have created an account with us, you may from time to time receive emailed special offers and newsletters. You can opt-out at any time by visiting your account, or by replying to any of our emails with "REMOVE ME" in the subject line. Requests for removal are respected immediately.

    Further, as part of our privacy policy, we do not subscribe you to third party newsletters or share our subscriber database with any third party.

See our help center for more topics
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