Frequently Asked Questions
Everything we get asked, answered in full. If your question is not here, email contact@papergridstudio.co and a person will reply.
Ordering
How do I place an order?
Open the print you want, choose a size, choose a material, and add it to the cart. Everything is made to order, so there is no stock to run out of and nothing to reserve. You will get an order confirmation by email within a few minutes of checking out. If it has not arrived, check the spam folder before emailing us, because order confirmations land there more often than anything else we send.
Can I change or cancel my order?
Email us within 2 hours of placing the order and we can almost always change the size, the material, the design or the address, or cancel it outright. After that the order has usually gone to the printing facility, and once a print is in production it cannot be changed, cancelled or redirected. We do not hold pre-printed stock, so by the time you see a tracking number your artwork physically exists and is addressed to you.
I put in the wrong shipping address. What now?
Email us straight away with your order number and the corrected address. If the order has not entered production we will fix it at no cost. If it has already shipped we cannot reroute it, and a parcel returned to sender by the carrier comes back to the printing facility rather than to us, which makes it slow and expensive to recover. It is worth checking the address on your confirmation email the day you order.
Do you sell gift cards?
Not at the moment. If you are buying for someone else, order the print to your own address and give it in person, or ship it directly to them and email us the order number if you would like anything handled differently.
Can I order a design in a size that is not listed?
The size menu on each product page is the full list for that design, and it varies because not every image has enough resolution to hold up at every size. We would rather not sell you a print that goes soft. If you need a size that is not offered, email us with the design name and the measurement and we will tell you honestly whether the file supports it.
Choosing a size
What sizes do you print?
Portrait designs come in nine inch sizes, from 8 × 12 in up to 30 × 40 in, plus A1 to A4. Landscape designs run from 12 × 8 in up to 54 × 36 in. The inch sizes are not all the same shape — five of the portrait sizes are a tall 2:3 crop and four are a squarer 3:4, which matters more than most people expect when a print goes up on a wall. The Wall Art Size Guide has every size drawn to scale, in inches and centimetres, with a starting size for the walls people ask about most.
What size should I get for above my sofa?
Aim to fill about two thirds of the width of the furniture below. Over a standard three-seat sofa, 84 in wide, that is roughly 56 in of artwork — wider than any single portrait print, which is why a pair of 18 × 24 in or a set of three 16 × 24 in usually works better there than one piece. A single 24 × 36 in also holds that wall. Over a loveseat, start with one 18 × 24 in.
And above a bed?
Match the artwork to the bed rather than to the wall, and keep the set narrower than the headboard. Twin: one 16 × 24 in. Full: one 20 × 30 in. Queen: one 24 × 36 in, or two 18 × 24 in. King: two 24 × 36 in, or three 20 × 30 in.
How high should I hang it?
Centre the artwork 57 to 60 inches from the floor, which is gallery height and roughly where most people look. A high ceiling does not change this — raising a print because the wall is tall is the most common hanging mistake there is. Above furniture the gap decides it instead: leave 6 to 10 inches of clear wall between the top of the sofa and the bottom of the frame.
I am stuck between two sizes.
Take the larger one. Cut a sheet of newspaper to size, or tape the outline on the wall, and leave it up for a day first if you want to be sure. Rooms take more than they look like they will, and a print that is slightly too big still reads as deliberate. One that is too small never does. And because every piece is printed to order, it is worth getting this right before you buy rather than after — email us if you want a second opinion.
Are the measurements the print or the frame?
Every measurement we list is the printed image. A framed canvas adds a little to the outside dimension, so allow for that if you are fitting a piece into a tight alcove or an existing frame.
Materials and printing
What can I have a print made on?
Three things. Fine art paper is the everyday choice: a matte surface with no glare, meant for your own frame. Matte canvas is stretched and ready to hang, with no glass and no reflections. Framed canvas is the same canvas in a floating frame, in white, black, espresso or natural. Paper is the only option at the smallest sizes and in A1 to A4, because canvas does not stretch well at those dimensions.
Is the paper glossy?
No. Everything we print on paper is matte. It holds detail without throwing light back at you, which is what you want on a wall that gets a window.
Will the colours look like they do on my screen?
Close, but not identical, and that is true of any printed artwork. Screens emit light and paper reflects it, so a backlit blue on your monitor will always read a little deeper in the hand. Every file goes through a colour-managed workflow so the print matches the proof rather than the screen it happened to be viewed on. If a print arrives looking genuinely wrong rather than simply different, tell us — that is a fault, not a judgement call.
Are prints made to order?
Yes, every one. Nothing sits in a warehouse waiting. It is why production takes a few days, and it is also why there is no stock to sell out and no size quietly discontinued.
Do canvases come ready to hang?
Matte canvas and framed canvas arrive stretched and ready for the wall. Paper prints do not include a frame or a mount — they are sized to standard frames, including A1 to A4 for ready-made European and UK frames.
How should I look after a print?
Keep it out of direct sunlight, which fades any pigment eventually. Dust canvas with a dry, soft cloth and nothing wet. Handle paper by the edges, and frame it when you can: glass or acrylic does more for the life of a print than anything else you can do.
Framing and hanging
Do paper prints come with a frame?
No. Paper prints ship unframed so you can pick a frame that suits the room, and so the parcel survives the journey — glass and long-distance shipping are a poor combination. Choose framed canvas if you want something that can go straight on the wall.
Will my print fit a standard frame?
Yes. The inch sizes are standard US frame sizes and the A sizes are the metric standard, so ready-made frames fit without a custom mount. If you are using a mount, order the print at the mount's opening size rather than the frame's outer size.
How do I hang a set?
Leave 2 to 3 inches between frames and keep every gap the same. Treat the whole group as a single rectangle, find its centre, and hang that centre at the same 57 to 60 inches a single print would want. A pair is the easiest set to get right: same size, bottom edges aligned. A grid of four is the calmest layout and the least forgiving of uneven spacing. Up a staircase, follow the slope rather than the steps.
Do you sell sets?
We group designs that hang well together in Gallery Wall Art. Buying two or three prints in one order also triggers the multi-print discount automatically, so a set costs less than the same prints bought separately.
Shipping and delivery
How much is shipping?
Shipping is free everywhere in the United States. International orders are a flat $5, whatever you order and however large it is. There is no threshold to reach and no per-item charge.
Where do you ship?
Worldwide. We have storefronts set up for the United States, the United Kingdom, Germany and France with local currency, and an international storefront for everywhere else.
How long will my order take?
Two stages, and it helps to think of them separately.
- Production: 3 to 5 business days. Printing, framing where applicable, and packing. Orders reach the printing facility within 24 hours of being placed.
- Transit: 4 to 8 business days once the parcel is dispatched.
That is 7 to 13 business days in total for most orders. Business days do not include weekends or public holidays, and large canvases and framed pieces tend to sit at the longer end of both stages.
Can I pay to get it faster?
No, and we would rather say so plainly than sell an upgrade that does not exist. Production time is set by the printing process, not by the shipping method, so paying more would not move the date the print is finished.
Will I pay customs or import duty?
Orders outside the United States may attract import duty, VAT or a customs handling fee, depending on the country. Those are charged by the destination country, not by us, and they are not included in the price or the $5 shipping. We cannot calculate them in advance or mark a parcel as a gift to reduce them.
My order has more than one print. Will it arrive together?
Not always. Prints in different materials or very different sizes are sometimes packed and dispatched separately, so a multi-print order can arrive as more than one parcel a few days apart. You will get tracking for each. Nothing has gone missing if the first parcel is short — but email us if the rest has not arrived within a few days of the first.
How is it packaged?
Everything is packed for the journey rather than for the shelf — paper prints protected so they cannot crease, canvases and framed pieces protected at the corners and edges. If a paper print arrives with a slight curl from being rolled, lay it flat under a couple of heavy books overnight and it will settle.
Tracking, delays and damage
Where is my tracking number?
It is emailed to you when the parcel is dispatched, which is the end of the 3 to 5 day production window, not the moment you order. Allow 24 to 48 hours for the first scan to appear — a tracking page that says nothing on day one is normal and does not mean the parcel is lost.
My tracking has not moved in days.
Carriers go quiet, particularly in transit between countries. If there has been no movement for 7 business days, email us with your order number and we will open an enquiry with the carrier. If the parcel is confirmed lost, we reprint and reship it at no charge to you.
My print arrived damaged.
Email us within 14 days of delivery with your order number and photographs of both the artwork and the packaging it came in. The packaging matters, because it tells the carrier where the damage happened and settles the claim faster. We will send a replacement free of charge. If we cannot replace the piece, you get a full refund. There is nothing to return and nothing to pay.
I received the wrong print.
Send us a photo of what arrived along with your order number. We will ship the correct piece at no cost and you do not need to send the wrong one back.
The carrier says delivered but nothing is here.
Check with anyone else at the address and with immediate neighbours first, and look anywhere a courier might leave a tube out of the rain — parcels marked delivered turn up within a day more often than not. If it has not appeared, email us and we will take it up with the carrier.
Returns and refunds
Can I return a print because I changed my mind?
No. Every print is made after you order it, so there is no shelf for it to go back to, and we do not accept returns, exchanges or refunds for a change of mind. We would rather say that plainly here than surprise you after you have paid. If you are at all unsure about a size or a material, email us before you order — we would much rather spend ten minutes helping you choose than have you end up with the wrong piece. The Wall Art Size Guide shows every size drawn to scale, and taping the outline on the wall for a day settles most doubts.
What if it arrives damaged or misprinted?
Then it is on us, and it is put right free. Email contact@papergridstudio.co within 14 days of delivery with your order number, a photo of the artwork and a photo of the packaging it came in. We reprint and reship it at no cost to you. There is nothing to send back and nothing to pay. If we cannot replace the piece, you get a full refund.
Why do you need a photo of the packaging?
Because it shows where the damage happened. It settles the claim with the carrier faster, which means we can send the replacement straight away instead of waiting on them.
What if the print is not damaged, just not what I expected?
Tell us anyway. Colour that is genuinely wrong, a size that does not match what you ordered, a finish that is not the one on the product page — those are faults, not taste, and we fix them. What we cannot do is take back a print that arrived exactly as described.
When do I get my money back?
In the rare case where a refund is due rather than a replacement, we refund to the original payment method once the issue is confirmed. Banks then take their own time, usually 5 to 10 business days, to show it on your statement.
Do EU customers have extra rights?
Yes. If your order is delivered to an address in the European Union you have a statutory right to cancel within 14 days of receiving it, for any reason. Email us before sending anything back and we will tell you how. The Refund Policy has the full detail.
Payment, currency and discounts
What can I pay with?
All major credit and debit cards, plus Shop Pay and PayPal at an accelerated checkout if you would rather not type a card number. Payment is taken at checkout, not at dispatch.
What currency will I be charged in?
US dollars, pounds sterling or euros, depending on the storefront you are shopping on. Prices shown include the currency, and that is the currency your card is charged in — there is no conversion surprise at the end.
Is there a discount for new customers?
Yes. Join the newsletter and we email you the code WELCOME10, which takes 10% off your order. Enter it in the discount field at checkout.
Is there a discount for buying more than one print?
Yes, and it applies on its own — there is no code to remember. Two prints in the cart take 7% off. Three or more take 10% off. The discount appears in the cart as soon as the second print goes in.
Can I use a discount code and the multi-print discount together?
No — they do not stack. Checkout applies one or the other. On an order of two or more prints it is worth comparing the two before you pay: with three prints the automatic 10% is usually the larger saving on its own.
Is my payment secure?
Checkout runs on Shopify's PCI-compliant payment system and card details never reach us. We cannot see your full card number at any point.
About the studio
Who are you?
PaperGridStudio is a small wall art studio based in Sheridan, Wyoming, designing and printing posters and canvases of national parks, travel, food and drink, botanicals and Japanese-inspired art. There is more on the About page.
Do you have a shop I can visit?
No. We are online only and there is no walk-in location.
How do I reach a person?
Email contact@papergridstudio.co, or use the contact form. Include your order number if you have one and we can pull the order up straight away rather than asking you for it.
Can I order a large quantity for a business or a project?
Email us with the designs, the sizes and the quantity and we will come back to you. Bulk and commercial orders are handled case by case rather than through the shop.
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