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Frequently Asked Questions


Support

Q:  How do I contact your support team regarding my order?
A:  You can reach us at support@sentigrams.com or by clicking on the chat icon on the bottom right corner of our website.

Orders

Q:  How long does it take for my order to ship?
A:  Orders typically ship 2-3 business days after you place them using the shipping method you selected during checkout.  If your order has personalization, it will ship within 2-3 business days after we receive approval of the digital proof that we send you.  For more details, see our Shipping Policy.

Q: Do you ship outside of the USA?
A:  Not yet, but we will at some point in the future.

Q:  My order arrived damaged, what do I do?
A:  Sorry to hear that but rest assured that we got your back!  Refer to our Happiness Guarantee to submit a request for a replacement.

Q:  Is there a way I can leave the shipping carrier instructions on how to deliver my order to my house?
A:  Unfortunately, we cannot relay shipping instructions to shipping carriers.

Q:  Can you deliver to PO boxes?
A:  No.  Our carrier, UPS, only ships to physical residential and commercial addresses.

Q:  What is your return policy?
A:  All of our posters, canvases and framed prints come with a 100-day money-back guarantee. 

Digital Download items and Gift Cards cannot be returned.  

See our Refund Policy and Happiness Guarantee for more details.

Product Personalization (All Items)

Q:  If I personalize my item, will I see what it looks like before you ship it?
A:   Absolutely!  Your assigned Graphic Artist will email you a preview of your print within 24 business hours of placing your order so that you can see exactly what it looks like before we manufacture.  At this point, you'll also be able to discuss any last-minute changes you'd like to make with your Graphic Artist as well.

Q: Can I return an item that's been personalized
A:  Yes.  All orders are covered by our 100-day money-back guarantee.
See our Refund Policy and Happiness Guarantee for more details.

Q: Can I use my own fonts?
A:   No.  The font that will be used is the same one that you see in the pictures.


Journey Maps

Q: I personalized my Journey Map legend with my own text.  Will I see what it looks like before you make it?
A:  Absolutely!  Your assigned Graphic Artist will email you a preview of your Journey Map within 24 business hours of placing your order so that you can see exactly what it looks like before we manufacture.  At this point, you'll also be able to discuss any last-minute changes you'd like to make with your Graphic Artist as well.

Q: What's the difference between an Unframed Canvas Roll and a Framed Canvas ?
A:  Framed Canvas Journey Maps are professionally gallery-wrapped by hand around a 1 inch wooden frame with artwork wrapping around the sides.
Unframed Canvas Roll Journey Maps are printed on the same high quality canvas as a Framed Journey Map, however they are delivered unframed as a rolled canvas.  Unlike other manufacturers who print their unframed options on a cheaper paper poster roll which do not lay flat on a surface, our fabric-based canvas rolls lay 100% flat after being unrolled for a few minutes. 

Q: How do I hang my Journey Map?
A:  All framed Journey Maps come with a hanging kit containing mounting hardware and instructions.   
Unframed Journey Maps do not coming with a hanging kit but can be easily installed with thumb tacks or with double sided poster tape.  

Q: Can I use push pins on my Journey Map?
A:  Absolutely.  All Journey Maps are printed on a special canvas with a coating that is push pin friendly.  

Q:  If I remove a push pin from the map, will there be a visible hole?
A:  In most circumstances, you can 'heal' the canvas by gently rubbing the back of the canvas with your finger where the hole was.

Q: Can I personalize the legend on my Journey Map?
A:  Yes you can.  Before you add your Journey Map to the cart, select the 'Personalized' option and you will be presented with text fields for you to personalize your Journey Map.

Sound Prints

Q: Will I see what my Soundprint looks like before you make it?
A:  Absolutely!  Your assigned Graphic Artist will email you a preview of your Soundprint within 24 business hours of placing your order so that you can see exactly what it looks like before we manufacture.  At this point, you'll also be able to discuss any last-minute changes you'd like to make with your Graphic Artist as well.

Q: Are the sound waves on Soundprints real?
A:  They sure are!  We use special a software to convert the audio, voice memo, or song that you provide into an actual visual sound wave.

Q: Can you make Soundprints of audio from video clips?
A:  Yes, but the video must be uploaded to Youtube and you must provide us a link to the video clip.

Q: What's the maximum length of an audio clip that I can provide?
A:  You can upload an audio clip up to 10 mins long.  That said, we recommend audio clips to be between 3 secs to 5 mins for best results.  The longer the audio clip, the thinner the bars of the sound wave will be on the print.

Q: Can I order the Soundprints in my own custom color combination?
A:  Email our support team at support@sentigrams.com with your request, along with the hex codes of the colors that you want to use and we will do our best to accommodate it.

Q: Are Soundprints framed?
A:  Yes!  All Soundprints are delivered professionally framed with your choice of either a black or white composite frame behind a solid pane of gallery glass.

Q: How do I hang my Soundprints?
A:  All Soundprints come with pre-installed mounting hooks on the back, and frames with sizes 24"x16" and larger come with a kit containing mounting hardware and instructions.

Star Maps

Q: Will I see what my Star Map looks like before you make it?
A:  Absolutely!  Your assigned Graphic Artist will email you a preview of your Star Map within 24 business hours of placing your order so that you can see exactly what it looks like before we manufacture.  At this point, you'll also be able to discuss any last-minute changes you'd like to make with your Graphic Artist as well.

Q: Are the Star Maps real representations of the stars in the sky?
A: Yes, indeed! We use astrological software to recreate a map of the stars in the sky at the exact date, time, and location that you provide us.  With these combinations, virtually every Star Map is unique!

Q: Are Star Maps framed?
A: Yes! All Star Maps are delivered professionally framed with your choice of either a black or white composite frame behind a solid pane of gallery glass.

Q: How do I hang my Star Map?
A: All Star Maps come with pre-installed mounting hooks on the back, and frames with sizes 24"x16" and larger come with a kit containing mounting hardware and instructions.

Q: Can I order the Star Maps in my own custom color combination?
A: No, Star Maps are only available in the color combinations that are offered on our site.