Contact Us - FAQ


Contact us 

Frequently Asked Questions



Questions? Just call 1-833-742-8872 or 1-833-PIC-TURA or fill out our Contact form in this page. We promise to respond quickly.


1 Exchanges and Returns
1.1 What is your return policy?

The Picturalist does not accepts returns. Works damaged in transit will be exchanged once we receive photos of the damaged package and a close-up of the damaged frame or acrylic glass. Please email us as soon as you receive the damaged work at In any case, please keep the original box until we have confirmed your claim is approved.

We stand behind our artwork with a 100% quality guarantee. The Picturalist prints on the best papers on the market by Hahnemühle, Canson and Legion Papers. Each work is created custom just for you and is non-returnable.

Occasional damage by FedEx in transit happens and is out of our control. We are happy to work with you to immediately resolve any damage that might occur. However, transit damage is relatively rare.

If your work is damaged or you received the wrong image please email us at or call 1-833-742-8872

1.2 Can I return a print?

Our prints are custom printed for each order that is placed, therefore they cannot be returned once purchased. However, if your print is flawed or damaged, please contact us at and so that we can make sure that you are satisfied with your purchase.

1.3 What do I do if the print I ordered has a printing flaw?

If your print has a printing flaw, please contact us at, so that we can make sure that you are satisfied with your purchase.

Unframed prints ship in tubes, and framed prints and canvases in boxes, providing extra protection and safe delivery.

Please note that we work hard to ensure that all images are displayed accurately, however screen resolutions and brightness may reflect sublet variations in colours from the final printed edition.

2 Frequent Asked Questions
2.1 What is a Substrate?

Substrates are the different surfaces we offer you can print your selected artwork on.

We currently offer the following choices:

-Prints on Archival Paper

-Prints on Canvas

-Prints on Facemount Acrylic

-Prints on Facemount Metal

-Prints on LED Backlit Fabric

2.2 Why do I get this message : ‘Selection Not Offered, Kindly choose another Set of Combinations’

Mats are not offered on large framed products yet. If you want to have a mat surrounding your selected artwork, please choose a smaller frame size.

2.3 Why do I have to create an account to buy on The Picturalist?

By creating an account on The Picturalist, you will be able to take advantage of additional features including collecting your favourite images throughout the site and receiving newsletters about new trends in the design world, brand new collections of new artists and special seasonal promotions.

If you are a business and work in the Interior Design field, in Architecture or you are a Furniture Showroom or a Gallery, you will have a special login, once we check your credentials, that will allow you see your cost online. Cost is divided in Stocking and Non-Stocking. You will also be informed of the Trade Shows we will be participating in, to make your sourcing easy.

2.4 How are your frames made?

All mats are acid free and custom cut to perfectly fit your artwork. Mats are approximately 3” wide. All prints are framed by our professional framers and have the Acrylic Glass front to prevent against breakage or scratching and a taped. All framed products are equipped with a wire so that they are ready to be hung on a wall.

2.5 How are your prints made?

At The Picturalist, prints are printed to the highest industry quality by our fine art printer using fully archival Epson inkjet pigments on Hahnemuhle, Canson or Legend Papers (100 % cotton rag) paper. This printing method is also known as giclée and differs from digital C-prints or screen-printing. All prints are archival, meaning that will resist fading and yellowing and use all-natural materials. All artwork and photography are printed with your choice of:

2 inch white border to allow for matting and framing or simply leave a white gap between the frame and the artwork.

without mat and without border, full-bleed, when end-to-end printing is needed such as shadow box framing or when you want to achieve a seamless transition between the frame and the artwork for a more contemporary look.

2.6 Do prints come with borders?

You have 2 options:

Option 1: You can select your paper prints to come with a 2” border . This border created a white gap that can enhance the artwork and make a clear difference with the frame you select. To obtain this border make sure you select on the drop-down-menu:

“with a 2 inch white border all around”

Option 2: You can also choose to avoid any line between the frame and the artwork for a deeper visual effect, using the following option on the same drop-down-menu:

“without mat and without border”

2.7 What is Fine Art Paper?

Our fine art paper has a natural white finish with a soft textured surface, similar to traditional watercolour paper. Our paper is 100% cotton with a weight of 250 GSM on standard prints. Limited Edition Prints feature a 320 GSM weight. Our photographs are printed on Ultra Smooth, 250 GSM, 100% Cotton, White Paper.

2.8 What is a Canvas?

Canvas prints are printed on the same cloth painters use. It is textured and you can see and feel the textile pattern. Our prints on Canvas are embellished with a thick varnish and paint that makes them come alive. They come ready to hang, and are wrapped around 1.5” stretcher bars, and finished with a Natural Wrap, extending the artwork on the edge of the canvas so they can be displayed unframed if needed, boasting an attractive finished border.

2.9 What is a Wrap-Natural Canvas?

Our canvas prints use a poly-cotton blend canvas with 1.5” stretcher bars on which the canvas is wrapped on all four sides. Our Wrap-Natural finish means the artwork image continues on the edges of the canvas and could be displayed, unframed, on your wall, showing a well finished edge all around.

2.10 What is a Facemount Acrylic?

Facemount on Acrylic is a modern and sophisticated way to showcase art and photography. They create an almost magical picture depth and elegance. Acrylic glass prints are break-proof, glossy and cleaning friendly.

2 Choices:


Unframed: Thanks to invisible french brackets, unframed acrylics seem to float on your walls. Unframed, our acrylic prints are perfect for minimalistic and contemporary decors.

All the characteristics of the artwork are intensified when mounted under glossy acrylic glass. The colors are more vivid and there is a great sense of depth. We use the ¼" (6 mm) thickness: The higher-end, maximum effect of presence.

No need to worry about fingerprints or blemishes. A microfiber cloth and household cleaner can be used to clean these prints and are perfect for public spaces and other high traffic areas.


Framed: When choosing Facemount Acrylic, you can add a frame or not. Our gallery style frames are recessed to the back of your artwork, without glass. You can choose from the following floater frames:

  • Black

  • White

  • Natural Oak

  • Light Walnut

  • Soft Silver

  • Gilt

 Framed acrylic prints result in beautiful artwork framed in a contemporary, luxurious manner.

2.11 What is a Facemount Metal UV Print?

If you would like your images to stand out with a striking depth and gloss, aluminum mountings are a great choice especially if you want them to withstand humidity variations. We offer you images printed directly onto aluminum, using our 7-color process UV printer. In this process, inks dry under UV light. Images are sealed using an aluminum sealant.


  • Impressing brilliance: perfect for colourful images

  • Printed on ultra-thin light aluminum

  • Perfect for outdoor areas like porches and verandas or indoor swimming pools and bathrooms

  • Unframed metal prints seem to float on your walls.

2.12 What is a LED Backlit Frame?

The Picturalist offers you award-winning LED backlit frames that make your photos really “pop.” Because your photos are printed on a special mat fabric, the three- dimensional effect created by these frames is very impressive.

Only 1.6 inches in depth, these frames feature a sleek and elegant LED profile. They’re perfect for projects with limited space. And they integrate beautifully into custom wall systems and millwork.

The LED panels create an evenly lit, dimmable surface. They operate on 12 volts, last 20,000+ hours, and feature a warmer light output from 3500 to 4000k.We offer our frames in 2 finishes:

-Matte black metal

-Silver metal

2.13 What is a limited edition collection?

An edition is a limited series of a piece of artwork decided by the artist. For example, an edition of 15 means that only 15 examples of that work will ever be printed. If you buy edition 2/15 in 40 x 60 inches, then you own the second printed piece of that size print run. Once an edition is closed, no further prints will be made of it.

2.14 How do I know my limited edition print is authentic?

All limited edition prints are accompanied by a signed and numbered certificate of authenticity. The authenticity card contains the artist’s signature, the edition sequential number and the title of the work.

2.15 What type of payment methods do we accept?

We accept leading credit cards including Visa, Mastercard, American Express, JCB, Diners Club and Discover.

2.16 What is the CVV Code?

The CVV code or Credit Card Verification Value, is the three digit number printed in the signature space on the back of most credit cards. For American Express, it is the four digit code located on the front of the card.

2.17 How long will it take to receive my order?

Unframed prints ship in approximately 4 to 7 business days .

Framed prints on paper, acrylic or metal arrive in approximately 4 to 7 business days also. Please note that all prints are made-to-order.

Led Backlit prints take extra time because each Led box is made and assembled to order out of metal and a LED electrical circuit and ships in 2 to 3 weeks.

2.18 How is my order shipped?

All unframed prints are shipped in a standard reinforced tube to guard against bending and warping. Framed prints are shipped via FedEx in a specially engineered cardboard box with a fitted interior armature for the frame.

2.19 Do you ship internationally?

The Picturalist currently ships within the United States including Puerto Rico, and to Canada. In the future we plan on shipping to additional destinations, so please stay tuned by joining our Newsletter.

2.20 How do I care for my unframed print?

Handle your print with care avoiding touching the surface printed and the white border. Since our papers are mat, fingerprints might be visible as natural oils from your fingers might show with time, once the print is framed. Handle though the edge of the paper and bring it to be framed quickly for protection. 

2.21 How do I buy work for my office or company?

We are glad to work with you on curating a corporate collection and selecting works to fit your company culture. Please contact our curator team at

Contact us
* Required fields