How do I order?
Ordering is easy with an intuitive interface and step-by-step navigation

Here is an overview:
1. Go to our web site (if you have not already done so)
3. Choose your size and style and click "Design It"
4. Upload your photo.  You can use your digital file or you can select from other album locations such as Photobucket, Flickr, Picasa or Facebook. (always make sure you have the proper resolution)
5. Now you should be at the editing screen.  You can crop, rotate and add effects such as make your photo Black and White, give it a Sepia tone, colorize it and adjust the photo through our exclusive auto contrast and auto level features.
6. Once you are satisfied with your preview, go to the checkout button.
7. If you have not already logged in, it will ask you to do so. If you are a new customer, you will enter your information at this time.
8. Your shopping cart will appear with your order, shipping method and fee.  Complete the checkout process and your order will be produced.


What resolution should my image be for uploading?


What file formats do you accept?
We currently accept JPEG, Bitmap (.bmp) and GIF (.gif).  You can try other standard formats and see if they are automatically converted.  We would recommend that you convert these and check the resolution prior to uploading.


How do I upload my traditional flat prints?

You have three options:
Mail:  You can mail them to us.  Send to our address below with your contact information including email and daytime phone numbers.  Once we receive your order, we will contact you to review your order and product requirements.  If this is a valuable photo, please make sure you send it utilizing a trackable shipping carrier.  We will return your original with your canvas print.
If you are sending the original to us for scanning we can accept prints up to 9x12 in size. Be sure to properly secure these items in a photo mailer to prevent damage in shipping.
Scan: You should use a flatbed scanner with a minimum resolution of 300dpi.  Make sure you save in RGB JPEG mode.  Use a high quality low compression setting.  See the suggested resolutions above for best results.   Once you have your final acceptable image, you can then upload to our site.
Retail:  There are many retail stores that will scan your photo for you and copy to a CD or DVD.  Just be sure and share with them the scanning requirements above.



*We process manual orders currently at no additional charge. When sending in your photos or art, DO NOT SEND ORIGINALS. We cannot accept negatives, transparencies, slides or any other related original media format. Send duplicates to avoid any unforeseen circumstances that can occur, such as loss or damage. Locate the nearest photo lab to have duplicates made. We are not responsible for any loss or damage of your duplicate photos or images. We will do our best to return your images, however we reserve the right to reprint your duplicate image and send that to you in place of the prints you send us.


Can I see my image before you print it?
Our onscreen editing will give you a proof of your product before it is printed.  Don't like what you see, then change it as many times as you like before ordering.




What type of color management do you offer?
We print utilizing the best-of-breed printers, canvas, inks and coatings.  All of this must be calibrated together.  We use several devices from X-Rite Corporation to keep your print calibrated to manufacturer and Color.org specifications.


What if my photos have a copyright on them?
We are not permitted to reproduce copyrighted material. Since you are uploading and creating your own product, it will up to you to make sure you are not violating any copyrights.


Are there any restrictions on what type of photos can be printed?



What about shipping?
We ship your product using the best possible way to get your product to you safely and in a reasonable amount of time. We typically use UPS and Federal Express, but sometimes the United States Post Office does a better job in certain locations and with certain products. If you do not receive your product within 7 days after our posted production time, then please contact our support email at:customerservice@mugonmug.com and we will follow up with you. and we will get back to you within one business day.


What are your shipping charges?
Your shipping charges are based on the size, weight, value and destination of your package(s) and also includes labor, packing/wrapping, packaging supplies and materials. Individual orders may be shipped together and will incur the individual shipping charges since a majority of the fees are in the items above, less freight cost. Your shipping charge will be calculated prior to entering your payment information and will allow you to make any changes. If you are shipping to an area that is not listed in our shipping lookup, such as another country, please call our office for a quote.


What if I want to ship to someone else?
When you place your order, we will prompt you for a shipping address.


Can I ship to Canada?

Sure, just review the charges prior to final checkout. The fees will be calculated there and will include everything including customs and duties.


Do you provide rush service? 

You can opt to have your product shipped second day air which would not change our production time. For a quote on rush production, please email or call our customer service department. During our peak season, we are unable to process rush orders.




What is your typical production time? 

Order fulfillment includes time to manufacture the product along with packing and wrapping. Shipping typically takes an additional 3-5 business days in the US and longer for the holidays. (excluding shipper delays) Holiday season: 6-10 business days. Peak season: 11-15+ business days which includes; (Christmas, New Years, Valentines, Mother’s & Father’s day, Graduation, and Wedding Season) Custom and specialty products, including manual orders may take an additional 10 days or longer to produce. This time estimate is assuming your image is received “print ready”. Images requiring “intervention” special handling will be put on hold and take longer and delay the production process. Orders requiring intervention include some of the following issues, special requirements, low resolution, too dark, too bright, general low quality photos, cropping problems, changes and inquiries including delivery information and other related issues. Since 99% of our products are customized, shipping times are estimates and or not guaranteed.

Why does it take about a week to print my photo?
All canvas prints are printed with the highest quality printing techniques.  Printer, canvas, ink and coating manufacturers specify a minimal number of days for the ink and coating to cure on your canvas.  If other companies are promising unrealistic turnaround times, they are most likely not printing conforming to standard printing specifications.


Can you ship to a PO box?

We must have a physical address to ship to. If you have a PO Box or APO box, you may contact us for additional options.  


Do you guarantee your product?

Please handle your prints carefully. We cannot replace a print that is damaged from mishandling after you receive it.  We have a very low rate of damaged packages but accidents do happen. If your package arrives damaged please take photographs of the damage and contact us at: customerservice@mugonmug.com


How are the products shipped?
We use specially designed packages for shipping. Products come wrapped and are held securely in the box.


What is your privacy policy?
Please review the policy on our website.


I do not see the size that I want?
Do you offer custom sizes?  Yes, we can create any size product including any other large format offering.  We have many sizes to choose from. Please contact our customer service email at: customerservice@mugonmug.com for a fast quote on your custom size or product.


I am a professional, do you offer discount prices and quantity pricing?

Yes, we do. Please contact our customer support at: customerservice@mugonmug.com for more information.


What payment methods are accepted?
We accept Visa, MasterCard, Discover and American Express. Your card is charged at the time of checkout online. 


The order said it was declined or the transaction could not be completed, what happened?

For security, our merchant services provider verifies that all billing information for the credit card matches what the bank has on file. If the billing address you entered does not match the card you used, the transaction will be declined. Be sure to also verify that the number, expiration date and security code are all typed correctly. If you still have trouble there may be a communication error with your bank, please contact them for more information or contact our customer support department at: customerservice@mugonmug.com


Can I pick up my order instead of having it shipped?
Yes.  We operate a full retail location.  Our office in Houston Texas is open from 9am – 6pm Monday – Friday Central Time.  You just need to select "pick-up" when checking out.  Our contact page has our physical address. 


What if I made a mistake and need to cancel my order?

We typically start the production process within a few hours of your order. Once the order has been processed, unfortunately we cannot make changes.


My coupon code does not work?
Please check the code and make sure you have entered it correctly.
Make sure the coupon has not expired.
If you have a valid coupon and it still does not work, you can contact our customer service department at: customerservice@mugonmugs.com.


What if I forgot my password?
If you forget your password, go to the Log In page and click the link that says "Forgot your password?" You will be prompted to enter in the email address from the account and the site will email you instructions.  Your existing password or a temporary password will be sent to you.




*Please see our Terms of Use and Warranty Policy stated on our web ordering sites. All policies, terms of use and warranties apply to all products including retail, walk-in, online and mail in orders.

*Please Note: We are unable to store completed customer orders longer than 90 days.  All unclaimed completed orders not picked up or if your product is undeliverable due to no fault of our company after 6 months may be discarded with no refund given