FAQs
Find answers to commonly asked questions about products, shipping, delivery, customs, taxes, returns, and other issues below.
Products
- Why are some photos not offered as a canvas?
This is usually because the image doesn’t fit on the canvas.
Canvas requires several centimeters of the outer edge of the image to be wrapped around the sides and back of the frame.
If an important feature of the image is located along the top, bottom, or sides of the photo (such as a peak or hoof), this gets cut off during printing.
If you see an image in our store that you really want printed on canvas, contact us at info@mtbeyond.com – we’ll send you sample mockup images and discuss the possibility of creating a custom order.
- Why are some photos available in limited sizes?
Because the print file for that photo is too small for larger prints.
Each photo’s print file is a different size. Naturally, larger print files can be printed on larger mediums without losing quality. If a file is too small to make high-quality large prints, we don’t offer those sizes.
If you want a photo in a larger size than is offered in our online store, feel free to write us at info@mtbeyond.com – we’ll send you sample mockup images and discuss the possibility of creating a custom order.
Orders
- How are your products made?
We work with a print-on-demand service. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!
Tip: Check out our production footage to see how we print and package framed photos:
- How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@mtbeyond.com.
- I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged.
To help us resolve this for you quickly, please email us at info@mtbeyond.com within a week’s time with photos of the damaged product, your order number, and any other details you may have about your order.
We’ll get back to you with a resolution as soon as possible!
Delivery
- When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time
depends on your location, but can be estimated as follows:- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
- Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
- Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
- My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at info@mtbeyond.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Returns
- What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at info@mtbeyond.com!
- Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@mtbeyond.com with photos of the wrong/damaged items and we’ll sort it out for you.
- Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges.
If you’re unsure which size would fit better, check out the sizing charts included in each individual product page.
Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@mtbeyond.com within a week of receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one or issue a refund!
Return Policy
For complete details about our return policy, see our Returns, Refunds, & Exchanges page.
