Frequently Asked Questions

Ordering

Digital proofs are manually created by our digital artists for every customer individually. The process takes approximately 48 hours, but the majority of time they are prepared sooner than that.

Once you have approved the digital proof, it takes 2-4 days to prepare the artwork order and package it for shipping.

This depends on your location and the shipping method you have selected. Please use the estimate in the shopping cart to determine this.

Before payment processing, there is a section in the checkout cart that asks for such codes. That’s where you enter the codes, don’t forget!
For gift cards, you need to sign in to your account, then click on Redeem Gift Cards and enter the code there to add those credits to your account. Then continue shopping as you would! It will auto deduct the credits at the checkout stage first, if there is any remaining credits they remain in the account or if all were used before reaching the total, you only need to pay the remainder!

Of course it’s possible to have something gift-wrapped. Depending on the nature of your order and the place, please let us know when ordering.

Products

Yes, please visit Customyze Pro and get in touch with us with your specialized needs. A dedicated client servicing agent will be in contact with you once you fill the form to see how we can assist in your unique order.

Yes, we call them myCanvas™ Splits. You can select them under myCanvas™ products when choosing a layout. If there is a specific non-standard size you were looking for, please contact us.

In order to make sure all our products are long lasting, we laminate each and every to give it that added layer of protection. Don’t worry, it won’t lose it’s natural feel and look. We want our products to last so we take this extra step to protect them from various hazards that can be fatal to artwork!

We receive the files you have uploaded and review all the requirements/dimensions, we then create a FREE digital proof & preview we begin creating those manually to ensure it has all the details you wished, meaning beginning with any effects or touch ups then re-sizing if need be, slight cropping, to make it look just right. Once we get the approval from you to continue with the process, we print, laminate and do any needed tensioning, framing if required. But before packaging it and sending it off, we have our quality inspector review it before sending it off.

We only store your images for a limited time, so the time frame would have to be less than three months from the initial order if you require a reprint. If you need a reprint after that date, just re-upload the image and we’ll match the previous prints specifications as best as possible.

Every order is unique and made-to-order at the time of proof approval. What this means is that if you are ordering the same image with image modifications, it might slightly differ as the artist has worked on the same image again manually and some of the manipulations might be slightly different. Also technically speaking, our printheads might have changed and been re-calibrated which could lead to a slight difference, (Don’t worry we still aim for 98%+ matching on all orders, so your Crimson Reds are still Crimson Reds).

multimyze tip: We recommend that if you plan to decorate a room with matching images and colors, you order them all in one batch. In such a detailed customized made-to-order situation, there could be variations in one of the 15 variables that lead to the matching/printing quality.

Although we provide our customers with digital proofs and previews, it would be a lie to say that there is absolutely no chance of difference between the colors you see on the monitor and the artworks you receive. Due to various color calibration methods of different screens (even using our ICC color profile) there still could be some minor color differences. But we’ve been doing this for years, so don?t worry, we review every product before we send it out to ensure it meets our own strict quality standards before it gets to you.

Care & Use

Although it would be possible and our artworks are of the highest quality, it is not recommended as long exposures to direct sunlight will eventually have a detrimental effect on the product.

Our products are water-resistant meaning that an occasional spill is fine, but they are not 100% waterproof thus we don’t recommend taking them with you to the pool or out in the rain, we understand how hard it is to resist carrying them around with you, we apologize for our superb products.

No, we have tried and tested our products on various surfaces and 99% of the time it won’t leave any adhesive residue or damage the paint/original wall, but since some wall surface coatings might vary we can’t 100% guarantee it. If it’s a regular smooth surface, glass, window, metal or wall, it should not damage your wall.

Hanging & Application

Many clients like to hang their myCanvas Splits with a space in between the panels. There is no right or wrong way, just a matter of preference. Some consider 5cm – 7cm gaps to be the norm, but really it’s all about how you want it.

myCanvas tip: We recommend using a leveler (there are even smartphone apps for them!) to align myCanvas Splits and any hooks you want to place on the wall.

All of our framed artworks come ready to hang meaning that all you need is a nail in the wall to hang them up straight out of the box.

myDecal tip: We recommend that first-time myDecal users flip the rolled decal over and laying it flat for a few hours allowing it to un-curl before attempting to apply.

Images/Photos

We accept JPEG, TIF, PNG, GIF, EPS, PDF, PS and AI file formats. We pretty much accept any file formats for images or design-related software file types. The website’s file upload size is 30mb. If you want to upload a larger file, please get in touch with us for details to our FTP or other shared storage services.

myDecal tip: It is recommended that you send us vector images if you want more precise cutouts of the image/artwork. Our artists and designers will do their best to work with JPG and PNG images but a vector offers many more advantages to the finished quality.

Contact us for detailed alternative instructions, such as a link to our FTP site or Dropbox details.

Please review our Privacy Policy, but basically we do not reprint/sell your images and we only keep them for possible re-production services for you for up to three months. If you don’t want us to keep those backups, please let us know right away and we will purge it from our serves. At all times, you remain the owner of your image and at no time do we claim any ownership of it.

Image sizes vary based on the size of the product you have ordered, but we can work with almost any image size. However, for the best results we recommend larger file sizes. Our uploader accepts upto 30 mb, if your file exceeds that please get in touch with us for uploading via FTP or our other shared storage services.

Please use our ICC color profile . It can be configured to be used in most design programs such as photoshop.

myCanvas™ Q's

The amount of image you would lose from the face (also known as the front) depends on the framing size you have selected for it to be stretched on. If you do not wish to lose any of the image we recommend another of the edge options.

Since we do every job on a custom basis, there can be differences based on the services requested.

Below is a pricing table to help you understand the basic price ranges.

Prices
Customyze myCanvas Prices

 

Payment

We accept Visa & Mastercard currently.

We also accept Cash on Delivery within the UAE.

Yes, we ensure any data sent to us is encrypted (SSL) and we do not store any credit card details.

Since every order is custom made we are not able to accept returns or exchange them, but we will work with you to accommodate to any issues you might have. Please get in touch with us.

Please note that it’s not possible for us to keep up with constantly changing tax laws and tariffs of various countries. Therefore we will not charge you for taxes, however your local authority may still levy taxes on the importation of products. In such events, you are solely responsible for settling in full any taxes levied on the importation of products. In most cases, they will most likely contact you if the good is not a gift and consider an excise tax similar to a sales tax you would pay regularly.

Shipping

We use Aramex for delivery across the UAE and on occasion Empost/Emirates Post depending on special circumstances.

Please contact us right away as we try and begin to process orders as soon as we receive them and have them ship out a short while after!

This depends on the service and your location, but most even economical options such as Air Parcel and Express Mail come with tracking numbers linked to a local postal service. All courier options such as DHL/FedEx come with tracking numbers.

Cancellation/Refunds

Simply let us know while we are in the proofing stage of your order and you can cancel your order, hassle-free.

We strive for satisfaction guarantee.  Simply get in touch with us when you received your order and let us know what is wrong and we’ll see how we can rectify/reprint your order.

We want to ensure all our customers are always satisfied.  Simply contact us and provide us the details about your request.

If it is a refund, contact us and let us know the reason for the refund request.  Then simply return to us the items you wish to receive a refund for within 14 days and we’ll happily refund you.

If it is a reprint, or some error from our side, simply let us know, send us an image and we’ll send you the rectified product for free.