Frequently Asked Questions

📦 Shipping & Delivery

Do you ship internationally?

Yes—we ship worldwide. For orders outside the USA & Canada, we ship rolled canvas, paper prints, or murals in secure tubes. Framed products and stretched canvas are only shipped within the USA and Canada. 

Where do you ship from?

Orders for the USA are shipped from our New York State facility. Canadian orders are shipped from Montreal. US customers pay no local tax or import fees. 

Is shipping free?

Yes—all ground shipping to the Continental USA and Canada is free. Express shipping options are available at checkout (cost varies by size). 

⏱ Order, Production & Tracking

How long does it take to produce my order?

Typical lead time: canvas rolls take ~4 business days, framed or specialty items ~6 business days. Since all products are custom‑made, production timing can vary.  

How can I track my order?

Tracking info is sent via email once your order ships. You can follow delivery step by step. 

❌ Cancellations & Returns

Can I cancel or change my order?

Orders may be canceled within 48 hours of placement. After production starts, cancellations may incur a 50% fee to cover material costs.

What is your returns policy?

If your print arrives damaged or defective—under Pictorem’s control—we offer a full refund or replacement within 30 days of delivery. Issues outside our control (e.g. typos in approved proof) will be handled case-by-case. 

🖼️ Print Quality & Artwork Info

How is my canvas printed?

We use premium art‑grade Giclée printing with pigment inks on 410g/m² matte canvas. Each piece is hand‑stretched to museum‑grade standards, with longevity up to 200 years. ✔ Continues quality. (See our About page for craft details.)

Do you review artwork before printing?

Yes—each upload is reviewed by our in‑house designers for image resolution, planning, and print setup to ensure perfect results.  

Can I choose how the sides of the canvas print?

Yes—you can select either gallery wrap (image extends around the sides) or mirroring (image edge is reflected on sides) during upload.