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Frequently Asked Questions

General FAQs

Order Changes

Requests to change any part of your order must be made within one (1) day of placing your order. This includes requests to submit a different photo, any additional edit requests, or a change to any of the kit options.  Requests to change an order should be emailed to photos@easy123art.com; please reference your order number and last name.

Order Status

You may check order status by logging in to your account and selecting an order from the list. Once your order is placed, your order is in ‘Processing’.  Please allow ten (10) business days for processing time.  When your order ships, the status will change to ‘Completed’ and you will be notified by email with the delivery tracking number.  You may check delivery status at USPS.com by entering the delivery tracking number sent to you by email.  Please contact us at service@easy123art.com with any questions regarding order status. Thank you!

Mailing an Order

Sending a hardcopy photo and order by mail is easy to do with our Mail-In Order Form. You may print this form and select the options you would like for your custom kit. Payment methods for mail-in orders include personal check, money order or credit card. Please allow 10 business days from the receipt of your Mail-In Order form for shipping.

Note:  Hardcopy photos mailed to us may be wallet size or as large as 8×10″.  Thank you!

Shipment Tracking

Once your order has shipped, you will receive an email letting you know the tracking number for the shipment. If you are a registered user, simply log in to your account to check status. For completed orders, a delivery confirmation number will be available for you to track delivery.  Thank you.

Image Help

Choosing the right one

We want you to have the best experience possible with our custom photo products. Keep in mind, the quality of your photo determines the quality of the product, so it’s quite important to choose an ideal photo to achieve the best result. No problem, the following photo selection tips will guide you in the right direction.

Good photos are:
  • Close-up of 1, 2, or 3 people max
  • Clear, crisp & good resolution
  • Vivid colors or black & white

Bad photos are:

  • too dark, blurry, glared, shadowed
  • too far away
  • too much detail or too many people

We will let you know

If you upload or send a photo that we feel will not produce a good result, you will be asked to submit another image.  This rarely happens, but just in case, you may wish to pass on sending the family reunion photo. If you have a question about a photo, please send us an email and we’ll happily give you feedback.

Delivery Time & Shipping Costs

Processing Time

Processing time for custom kit orders is ten (10) business days from receipt of order.  If an order is changed, this may change the amount of time for processing. Once shipped, please allow additional time for delivery (see below).

Shipping Costs & Delivery Time

The primary methods of shipping are UPS Ground service or USPS Priority Mail.  The shipping costs & estimated time in transit are per order as follows:

Domestic Shipping: (2-3 business days): $8 per order.

International Shipping: (6 – 10 business days):  $30 per order.

Upload or Mail a photo

Upload Digital Images

Digital images for custom kits should have be no larger than 3mb with a minimum resolution of 75 dpi. Our image upload process will accept the following file types:  jpeg, tiff, and png. Here’s the step-by-step:

  1. Choose your file, then click UPLOAD
  2. CROP your photo by clicking the corner of the crop box and drag to capture the perfect crop
  3. Click DONE to complete the upload.

Feel free to email or call us with any questions about this.

Email Photos

For very large photos that exceed the maximum upload requirements, please email your photo rather than upload. You may continue to place your order and email images once you receive your order confirmation. Be sure to reference your order number when sending photos by email. Please note that emailing photos may extend order processing time.

Hardcopy Photos

Home photos that are mailed to us should be size 8×10 or smaller for scanning purposes. Your hardcopy photo will be returned to you. However, we cannot be responsible for photos that may be lost/damaged in the mail, so we recommend that you send a copy of your original just in case. If you would like to send an order by mail, please use our Mail-In Order  Form. Please allow 4+ weeks for delivery when mailing a photo.

Copyright

The rule of thumb for using a photo for a kit is this: you must be the rightful owner of the image you are sending. If you do not own the image you are sending, you must obtain permission from the rightful owner and provide that to us. It’s easy to ask for permission from a photographer in order to use a photo; specify that your request is for a one-time use photo product.

Photo gift wrap

Gift wrap that’s also a gift. Kits are sealed with your special photo printed on photo paper and topped with ribbon.
Gift wrap that’s so custom, it’s a gift too! $5

Product Information

eGift Card Help

Purchasing an Gift Card

First, you’ll want to select an eGift Card amount appropriate to give the gift recipient.  Then, enter the gift recipient’s email address.

Delivery Method of Gift Cards

You may choose to have the Gift Card delivered to the gift recipient’s email account.  Upon checkout of a gift card, our system automatically sends the the Gift Card to the intended recipient on the requested delivery date. You also will receive an email confirming that the Gift Card was delivered.  Zoom.

Redeeming an Gift Card

To redeem an eGift Card, at checkout you will be prompted for payment and an option for entering ‘gift code’.  Enter the Gift Card certificate number in the space provided; the order total will adjust accordingly.  Gift Cards do not have an expiration date.

Palettes: Vintage & Color

The Vintage Palette includes 24 varying shades of earthy acrylic colors or sepia tones. Paintings from the vintage palette have the distinct appearance of an antique, heirloom painting.  Any photo, color or black and white, can be customized to the Vintage Palette, while only color photos will work with the Color Palette (we can’t convert a black and white photo to color).

The Color Palette includes a full range of 42 (or 24 in the Mini-Kit) vivid shades of acrylic color. Digital images and photos are comprised of millions of colors; we reduce your image to use only 42 select colors, thereby achieving the paint-by-number effect. Knowing this, you will understand why a unique color in your photo translates into a similar yet not exact color in the palette. Rest assured, your photo will be color matched as closely as possible to our palette.

Kit Includes

All custom paint by number kits include everything you need to create your paint-by-number art. With each kit you will receive the following:

  • Genuine artist’s canvas with your photo’s number pattern
  • Wood frame (optional)
  • 2 artist brushes
  • Numbered acrylic paint set (Vintage or Color)
  • Helpful instruction sheet

Be sure to take a photo of your canvas prior to painting. This will serve as a reference guide as you paint allowing you to zoom in on the number spaces.

Patterns: Simple & Detailed

You have the option of customizing the outline pattern of your custom paint-by-number kit according to the amount of detail level you prefer. We offer two distinct pattern styles:  Simple or Detailed.

Simple patterns may result in a painting that is more impressionistic yet still quite similar to the photo. Please note that this is a subjective process and our artists may determine that it is best to add more detail to your Simple outline in order to achieve a good result. In general, Simple patterns are much less detailed than the Detailed patterns.

Detailed patterns could be more challenging and take longer to complete, however the final result is a painting that looks very much like the photo.

Whichever outline pattern you choose, it’s always important to use good lighting when painting so the numbers are easy to see.

Genuine Canvas

We use genuine artist’s canvas for all outlines.  The canvas is pre-stretched and pre-primed from the manufacturer.  For products purchased with a Floating Frame, the canvas is adhered to the front wood panel.  For products purchased with a Gallery Frame, the canvas is mounted on board ready for you to paint then assemble in a frame. It’s real easy.

Wood Frames

Our frames are made from a genuine hardwood (oak or another natural hardwood) and we offer two unique styles:

Floating frame is a borderless wood frame that gives a ‘floating’ appearance when mounted. Your custom canvas is adhered to the front panel of the gallery frame. Try this frame style in a group of four on a wall for a flattering urban effect.

Gallery frame is just that, a nice oak hardwood frame with a slender wood border.  For the crafter’s delight, the wood frame border can be painted or stained to your liking–or keep it natural.

Framing glass is not required for either frame style.  Nice!

Photo gift wrap

Gift wrap that’s also a gift. Kits are sealed with your special photo printed on photo paper and topped with ribbon. Gift wrap that’s so personalized, it’s a gift too! $5 (Available for 8×8 Mini Kits only)

Image Help

Image Edit Requests

When customizing a kit, you may wish for us to make special edits to your photo.  Feel free to make reasonable requests in the space provided and we’ll do what we can to oblige. Examples of reasonable edit requests are changing the background color or removing details like a dog’s leash or Dad’s glasses, or enhancing the color of trees in the background, or even removing a person.  Examples of  unreasonable requests are such things as adding a sunset, clouds in the sky, or waves in an ocean, or adding a person that’s not really there, or add color to a black and white photo, or anything else you think is unusual but would be challenging and time-consuming to do. For the most part, when it comes to special edits, we can make it happen for you.

Image Help

Choosing the right one

We want you to have the best experience possible with our custom photo products. Keep in mind, the quality of your photo determines the quality of the product, so it’s quite important to choose an ideal photo to achieve the best result. No problem, the following photo selection tips will guide you in the right direction.

Good photos are:
  • Close-up of 1, 2, or 3 people max
  • Clear, crisp & good resolution
  • Vivid colors or black & white

Bad photos are:

  • too dark, blurry, glared, shadowed
  • too far away
  • too much detail or too many people

We will let you know

If you upload or send a photo that we feel will not produce a good result, you will be asked to submit another image.  This rarely happens, but just in case, you may wish to pass on sending the family reunion photo. If you have a question about a photo, please send us an email and we’ll happily give you feedback.

Upload or Mail a photo

Digital Images

Digital images for custom kits should have be no larger than 3mb with a minimum resolution of 75 dpi. Our image upload process will accept the following file types:  jpeg, tiff, and png. Here’s the step-by-step:

  1. Choose your file, then click UPLOAD
  2. CROP your photo by clicking the corner of the crop box and drag to capture the perfect crop
  3. Click DONE to complete the upload.

Feel free to email or call us with any questions about this. For very large photos that exceed the maximum upload requirements, please email us your photo and we will contact you to process your order.

Hardcopy Photos

Home photos that are mailed to us should be size 8×10 or smaller for scanning purposes. Your hardcopy photo will be returned to you. However, we cannot be responsible for photos that may be lost/damaged in the mail, so we recommend that you send a copy of your original just in case. If you would like to send an order by mail, please use our Mail-In Order  Form.

Copyright

The rule of thumb for using a photo for a kit is this: you must be the rightful owner of the image you are sending us. If you do not own the image you are sending, you must obtain permission from the rightful owner and provide that to us. It’s easy to ask for permission from a photographer in order to use a photo; specify that your request is for a one-time use photo product.

Returns and Refunds

Cancellations

Orders may be cancelled within one (1) day of placing on order by sending an email specifying the order number and reason for cancellation or calling us. Beyond this time, your order is in production and the order may not be cancelled.

We cannot accept returns or refunds for any of our items for reasons other than obvious defects in the material or workmanship.  If you receive a damaged or incorrectly personalized item, or if you are missing an item please contact us. We are here to help.

Your Account

Privacy Policy

Use of Information
Easy123Art, Inc. protects our customer information. We do not sell, share, or rent this information in ways other than listed in this privacy statement.

Digital Image Ownership
During the ordering process, customers are asked to confirm their ownership of submitted digital images. Only the copyright owners of digital images can request and order personalized products through our service. Customers retain full ownership of all images sent to us for processing. Easy123Art, Inc. does not use, publish or share your digital images or prints with any third party. Digital images are used exclusively to fulfill your custom orders.

Cookies
Cookies may be used on this site to allow for movement between secure sections. A cookie is a piece of data stored on the user’s hard drive containing information about the user. Usage of a cookie is in no way linked to any personally identifiable information while on our site. If a user rejects the cookie, they may still use our site. The only drawback to this is that the user will be limited in some areas of our site.

Log Files
We use IP addresses to analyze trends, administer the site, and to track users’ movement. IP addresses are not linked to personally identifiable information.

Links
This website may contain links to other sites. Please be aware that Easy123Art, Inc. is not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every website that collects personally identifiable information. This privacy statement applies solely to information collected by this Website.

Choice/Opt-out
As a user, you have the option to allow receipt of promotional marketing materials or newsletters.  If you would prefer not to receive promotional marketing materials or newsletters, you may opt-out here.  The only requisite e-mail communication a user receives is when there is a notification of change to the privacy statement or to send a confirmation e-mail when you activate/deactivate your account, or in response to your inquiries and/or purchases. As these emails are required to provide the service and not promotional in nature, generally you may not opt-out of these email communications.

Security
Easy123Art, Inc. takes every precaution to protect our users’ information. When users submit sensitive information via the website, your information is protected both online and off-line.

When our registration/login forms ask users to enter sensitive information (such as credit card information), that information is encrypted and is protected with the most widely used encryption software in the industry – SSL. While on a secure page, the lock icon on the bottom of Web browsers such as Google Chrome and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, when you are just ‘surfing’. To learn more about SSL, follow this link www.ssl.com

While we use SSL encryption to protect sensitive information online, we also do everything in our power to protect user information off-line. All of our users’ information is restricted in our offices and our service provider’s offices. Only employees who need the information to perform a specific job (for example, our technical team or a customer service representative) are granted access to personally identifiable information. Finally, the servers on which we store personally identifiable information are kept in a secure environment.

If we are going to use your personally identifiable information in a manner different from that stated at the time of collection we will notify you via e-mail. You will have a choice as to whether or not we use your information in this different manner. However, if you have deleted/deactivated your account, then you will not be contacted, nor will your personal information be used in this new manner. In addition, if we make any material changes in our privacy practices that do not affect user information already stored in our database, we will post a prominent notice on our web site notifying users of the change.

Legal Disclaimer
Though we make every effort to preserve your privacy we may need to disclose personal information when required by law wherein we have a good-faith belief that such action is necessary to comply with a current judicial proceeding, a court order or legal process served on our Web site.

Service Providers
We use third parties to provide merchant and credit card services on our site. When you purchase through Easy123Art, Inc., we will share billing information as necessary for the third party to provide that service.
These third parties are prohibited from using your personally identifiable information for any other purpose.

What Information is Collected
When creating an account we collect contact information such as your name and email address. When making a purchase we will collect shipping and billing address, phone number and credit card information. We collect this information in order to create an online account to house your digital photos and to allow you to purchase items from the website.

Access to Personally Identifiable Information
If your personally identifiable information changes, or if you no longer desire our service, you may update or deactivate your account by making the change on our account information page or by contacting us.

Changes to this Policy
If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

Contact us:
Easy123art, Inc.

13293 O’Bannon Station Way

Louisville, KY  40223-4188

service@easy123art.com
Last updated 07/31/2012

Order Status

You may check order status by logging in to your account and selecting an order from the list. Once your order is placed, your order is in ‘Processing’.  Please allow ten (10) business days for processing time.  When your order ships, the status will change to ‘Completed’ and you will be notified by email with the delivery tracking number.  You may check delivery status at USPS.com by entering the delivery tracking number sent to you by email.  Please contact us at service@easy123art.com with any questions regarding order status. Thank you!

Shipping Information

Shipment Tracking

Once your order has shipped, you will receive an email letting you know the tracking number for the shipment. If you are a registered user, simply log in to your account to check status. For completed orders, a delivery confirmation number will be available for you to track delivery.  Thank you.

International Shipping

Yes, we ship internationally according to the shipping rates listed here. However, duties and taxes are determined by the customs agency within the destination country.  Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office.

Delivery Time & Shipping Costs

Processing Time

Processing time for custom kit orders is ten (10) business days from receipt of order.  If an order is changed, this may change the amount of time for processing. Once shipped, please allow additional time for delivery (see below).

Shipping Costs & Delivery Time

The primary methods of shipping are UPS Ground service or USPS Priority Mail.  The shipping costs & estimated time in transit are per order as follows:

Domestic Shipping: (2-3 business days): $8 per order.

International Shipping: (6 – 10 business days):  $30 per order.