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1 | Title | |
2 | Ordering Issue - Uploading Issues / Problem ordering | Thank you for reaching out to us, and I'm so sorry to hear you're having trouble! This may have been a temporary glitch, but here are some suggestions to help make sure the site runs smoothly for you. To eliminate some of the more common problems, our site works best from a desktop or laptop computer. You may run into some glitches if using a mobile browser. We have had the most success with these browsers: - Google Chrome - Mozilla Firefox I would also make sure you are uploading images by clicking the + button. Don't drag and drop the image in, as this often causes a glitch where your image won't upload. I hope that helps, and please let me know if there is anything else that we can do for you. Thank you, |
3 | Ordering Issues - Can you reply back with Groupon code? | Thank you for reaching out to us, and I'm sorry to hear that you're having trouble! Can you please reply with a screenshot of your Groupon voucher (showing the code and what it is for)? Also, A screenshot of what you're seeing in your cart showing any error messages would be helpful as well. Thank you, |
4 | Ordering Issues - Duplicate transaction / Pending charge | Thank you for reaching out to us, and I apologize for the confusion! Normally when you see a duplicate transaction on your bank statement, both of them are marked as "Pending." This happens because whenever you buy anything online, 2 transactions happen. First, the credit card processor checks your account to verify the funds, then the actual transaction takes place. Sometimes, both the check and the actual transaction show on your account as 'pending.' Once the charge posts to your account, the other will simply drop off. If they are both there after they are no longer marked "Pending," definitely let us know! Reply with a screenshot of your bank statement showing the charges (just those charges and showing that they are "confirmed"), and I can pass that to accounting to get that taken care of. I hope that helps to answer your questions, and please let me know if there is anything else that we can do for you. Thank you, |
5 | Ordering Issues - How to Use a Groupon | Hello, We are so sorry to hear that you are having issues with your Groupon, and we will be more than happy to help you. To get started, head to our website and search for the product your Groupon specifies: https://www.photobarn.com/shop/ Please make sure that you have the exact product that your Groupon is for, and then once you design that product you can add it to your cart! Please make sure that you have that single item in the cart, as the Groupon will not work if you have more than one item in the cart. Then you will place your voucher code in the "Discount/Coupon Code" field box on the left-hand side of the cart, and click apply! Hope this helps! If you need anything else, don't hesitate to ask. Thank you! |
6 | Ordering Issues - Image Too Small | Thank you for reaching out to us! We have set size requirements for all of our products. This is to ensure a high-quality product. If you uploaded an image that was too small, and the computer had to “stretch” it to fill the board, the end product would be blurry. You can see the pixel size requirements at https://www.photobarn.com/faq/ under the question "Why does it say my image is too small." If you have downloaded the photo from a third-party site such as Facebook, many of those sites will "dumb down" the quality for storage purposes, so we would suggest getting the original photo emailed directly to you for better pixel quality. The only way around this is to arbitrarily increase the size of the image using a photo editor. However, I strongly suggest you not do this, as it would likely result in a blurry image on the board, and we would not be able to reprint or refund due to that. Hope this helps! Let me know if there is anything else I can do for you! |
7 | Ordering Issues - Invalid Gift Certificate / Coupon Code | Thank you for reaching out to us! This could be caused by a number of things. First of all, make sure the code is correct. Also, make sure there are no spaces before or after the code. Secondly, make sure you have the right item in the cart, as our many specials are only for particular items. Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
8 | Ordering Issues - It says my address is invalid | Thank you for reaching out to us! Often when I've seen this issue, it's because there is some small discrepancy in how you spell your address and how the system recognizes it. Try searching for your address on Google Maps, and copy and pasting what it pulls up. If that doesn't work, go ahead and order by putting in an address you know works (your work address or a friend's address, for example). As soon as you place the order, reply with your order number and your address, and I can manually update it for you. Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
9 | Ordering Issues - Photo Rotation / Orientation | Hey there! Once you upload a photo, you see a preview screen with a “Preview Woodgrain” button at the bottom. Between the Preview Woodgrain and Back buttons are two smaller buttons. One rotates the image, and the other changes the orientation of the board. Not all sizes or products are able to be flipped. You’ll always be able to rotate your image, but you may not be able to change the orientation of the board itself from portrait to landscape. For all products but the Hanging Canvas, the print team will check for orientation and make sure the hanging option is on the correct side. The Hanging Canvas only comes in one orientation, and these cannot be rotated. On some mobile devices, the system will sometimes rotate your image after you click ‘next.’ The simplest way to fix this is to order from a computer or laptop using Google Chrome. If you do not have access to a computer, you can also try opening your image in some sort of photo editing app, exporting the image as a brand new JPG file, then try uploading that new file. Thank you, and if we can help you any further, please feel free to reach out at any time! |
10 | Ordering Issues - Replacing Groupon or Coupon code | I went ahead and created a replacement code for you. Just enter the following in the shopping cart instead: <insert code here> Please note that the current code can only cover the order based on the current sales. If/when the sales end the code may not cover the full amount of the product. If the sales price ends before you are able to use your replacement code, just let me know and we can adjust it accordingly. Once you use this replacement code, you will want to mark your Groupon as "redeemed" to avoid any confusion down the road. Thank you, |
11 | Ordering Issues - Still charging $9.99 for shipping | I apologize for the confusion! When you select the shipping, it will still show basic shipping as being $9.99. As you proceed through the checkout process, you will see where your code has taken off the amount from the shipping price. Hope this helps! Let me know if there is anything else I can do for you! Thank you, |
12 | Problem ordering - Shipping to Hawaii or Alaska is expensive! | Thank you for reaching out to us! Unfortunately, we do not offer standard shipping to Hawaii or Alaska. The only options we have are the expedited options, and the pricing goes up due to the distance/going overseas. I’m so sorry for the frustration! Thank you, |
13 | Problem with Order - Cancel / Refund | As requested, I have processed the refund for your order. Depending on your bank, it may take up to 3-5 business days for this to reflect on your account. Hope this helps! Let me know if there is anything else I can do for you! Thank you, |
14 | Problem with Order - Changing / Editing an Order (No) | Thank you for reaching out to us! It looks like your order has already been packaged. Unfortunately, this means we are unable to put it on hold to allow you to make a change. I'm so sorry! If you need anything else, don't hesitate to ask. Thank you, |
15 | Problem with Order - Changing / Editing an Order (Yes) | Thank you for reaching out to us! The only way for you to be able to change your order is for you to reorder it. I have gone ahead and put your order on hold. Also, I created a code for you to be able to reorder for free. Just create your order the way you want it, and enter **** at checkout. Let me know if you need anything else! Thank you, |
16 | Problem with Order - Dark Image / yellow image / We print on wood | I'm so sorry for any confusion! We are unique in that we print directly on the wood. This means the natural beauty, color, and grain of the wood shows through the image a bit. This also means, however, it will darken and warm up your image a bit. This is especially true in lighter portions of the image. The system shows a preview of what your image will look like on wood before you add the item to your cart. This preview is not 100% accurate, as every piece of wood is different, but it should give you a good idea. Hope this helps explain our product a bit more! If you have any questions, don't hesitate to ask. Thank you! |
17 | Problem with order - dark, reprint/reorder offer | Thank you for reaching out to us! I am so sorry to hear that you are not happy with your order! If you would like, I have a couple of solutions that should help you get something more to your liking. I can send the order to be reprinted, which may get you better prints, or I can provide a code to allow reorder. Please let me know which option you would like. If you would like to do a reprint, could you also attach images of the product you received so I can see how they turned out? I can compare them to the images used, and I may be able to determine if a reprint would actually help the order. I apologize again for any inconvenience this may have caused. If you have any other questions or concerns, please feel free to reach out to us at any time. Thank you and we hope you have a great day! |
18 | Problem with Order - Denied transaction then duplicate charge | Thank you for reaching out to us! I've searched for your order, and I can't seem to find it. It doesn't look like an order was submitted for you. Normally, when this happens, it is a glitch somewhere in the line between our credit card processor and your bank. Even though the first transaction was declined, our processor or your bank still prevented you from placing the order to protect you from a double charge. You may see a 'pending' charge on your statement, but it should drop off in a couple of business days. Go ahead and try again, and it should work now that some time has passed! Thank you, |
19 | Problem with Order - refund / Cancel (Customer paid with a Groupon) | I have already processed the refund for what you paid directly to us. Depending on your bank, this may take up to 3-5 business days for this to reflect onto your account. Since you used a Groupon code, you will have to reach out to them for a refund on what you paid to them. It looks like the Groupon code you used was: *** Hope this helps! Let me know if there is anything else I can do for you! Thank you, |
20 | Problem with Order - Reprint | Hello, I am so sorry to hear that you are not happy with your order! I definitely want to do everything I can to make sure you are satisfied. I have submitted your order to be reprinted free of charge. Also, could you reply back with images of the product? It would be helpful for our production team to see the problem so we can ensure we don't have these issues again in the future. I apologize again for any inconvenience this may have caused. If you have any other questions or concerns, please feel free to reach out to us any time. Thank you! |
21 | Problem with Order - Reprint (never received, but it shipped) | I am so sorry to hear that! I definitely want to do everything I can to make sure you are satisfied. I have submitted your order to be reprinted free of charge. Could you reply back confirming the shipping address? I just want to make sure we don’t have a typo. Thank you! |
22 | Problem with Order - Reprint - Received Someone Else’s Order | I am so sorry to hear that you received the wrong order! I definitely want to do everything I can to make sure you are satisfied. I have submitted your order to be reprinted free of charge. I apologize again for any inconvenience this may have caused. If you have any other questions or concerns, please feel free to reach out to us any time. Thank you! |
23 | Problem with Order - Reprint (Code for PhotoPallet) | I am so sorry to hear that you are not happy with your order! I definitely want to do everything I can to make sure you are satisfied. I have created you a code to reorder. Just recreate your order on our website, and enter *** at checkout. Also, be aware our site provides a preview of where the divide will be. You can see the lines through your image right after you upload the image when you’re on the screen to crop it. If you cannot get this photo to work on the Photo Pallet, feel free to use the code towards any other product that is the same price. Some alternative products are the PhotoBoards, the Standout Wood Prints, or the Framed Wood Prints. I apologize again for any inconvenience this may have caused. If you have any other questions or concerns, please feel free to reach out to us any time. Thank you and we hope you have a great day! |
24 | Problem with Order - Reprint (Code) | I am so sorry to hear that you are not happy with your order! I definitely want to do everything I can to make sure you are satisfied. I have created you a code to reorder. Just recreate your order on our website, and enter *** at checkout. I apologize again for any inconvenience this may have caused. If you have any other questions or concerns, please feel free to reach out to us any time. Thank you and we hope you have a great day! |
25 | Problem with order - Reprint (need to know which photo) | I am so sorry to hear that you are not happy with your order! I definitely want to do everything I can to make sure you are satisfied. If you can let me know which item needs to be reprinted, I can go ahead and submit it to reprint. Also, could you reply back with images of the product? It would be helpful for our production team to see the problem so we can ensure we don't have these issues again in the future. I apologize again for any inconvenience this may have caused. I look forward to your reply. Thank you, |
26 | Question - Address Change | Hi there! I would be happy to change that address for you! Can you reply back with the appropriate address that you are needing the order sent to? Thank you! |
27 | Question - Gift Receipt | Thank you so much for reaching out to us. We actually do not include any invoice or receipt in the package, as that is only emailed directly to you when the order is placed. Unfortunately, our system doesn't currently have a gift message option at this time. I hope that helps to answer your questions, and please let me know if there is anything else that we can do for you. Thanks! |
28 | Question - Gift Wrapping | Thank you for reaching out to us! Unfortunately, we do not offer gift wrapping or gift notes at this time. Apologies for the inconvenience! If you need anything else, don’t hesitate to ask. Thanks, |
29 | Question - How to apply a gift certificate / coupon code | Hello, Thanks for reaching out to us. To apply a code, just type it into the Discount / Gift Codes box when you view your cart. When you view the summary of your charges, you should see where the code was applied and the amount you saved. Keep in mind that we accept only one code per order. This includes gift certificates, coupons, Groupon codes, and promotional offers. Hope this helps! Don't hesitate to let us know if you need anything else. Have a great day! Thanks, |
30 | Questions - Do ornaments have one or two images? | Thank you for reaching out to us! The PhotoBlock ornaments allow for only one image. The rest of the sides are a holiday pattern with a greeting on the back. The double-sided shaped ornaments, the Photo Hearts, and the Photo squares allow for two images--one on the front and the back. Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
31 | Questions - Do you print Custom Items | Thank you for reaching out to us! Unfortunately, we are not currently producing any custom sizes on items other than what we already currently offer. We print on wood, canvas, and Burlap, and we have a variety of styles and sizes for each type of product. You can see them all here: https://www.photobarn.com/shop/ You can also see the sizes available by scrolling down a little further on the main item page (before creating) to see what sizes we do offer. I hope that helps, and please let me know if there is anything else that we can do for you. Thank you, |
32 | Questions - Do your Groupons expire? | Thank you for reaching out to us! Our Groupons never actually expire, so you should still be able to use it towards the original deal/item. If you run into any trouble, first, be sure that if you are typing the code by hand that all the characters are correct. Sometimes with the Groupon codes (1) can look like a capital i (I) or a lowercase L (l). Similarly, the (0) can sometimes look like a capital (O). Also, we have found that copying and pasting the code from the original voucher has proven to be most successful. Please note that only one coupon code may be used per order, and any dashes or spaces will render the code unrecognizable by our site. If it still isn't working, feel free to send us a screenshot of the original Groupon voucher so that we can verify the code is valid. I hope that helps, and please let me know if there is anything else that we can do for you. Thank you, |
33 | Questions - Donation Request | Thank you for reaching out to us! And thank you for thinking of us as you look for potential donors to your cause! Unfortunately, we are not looking to make any further charitable donations at this time. Thank you again, and best of luck! |
34 | Questions - Environmentally Friendly | Hello, We try to be responsible stewards of the earth by using products and processes that are friendly to the environment throughout the manufacturing and production process. We use wood from sources that are replenishable and prefer suppliers that show the same devotion to the environment that we do. Our primary wood suppliers maintain an association with FSC and are FSC Chain of Custody certified. In addition, they comply with the California Air Resources Board Regulations (CARB), and stock specific panel products that contain No Added Urea Formaldehyde (NAUF). I hope this helps put at ease any concerns you may have. Thank you! |
35 | Questions - How do I crop my image? | Thank you for reaching out to us! As soon as you upload your image, you can click it and drag it around to position it. To zoom in and out, use the slider bar above the image. Also, note that this feature doesn't always work correctly on mobile devices, so we always suggest using a computer with our site. Hope this helps! If you need anything else, don’t hesitate to ask! Thank you, |
36 | Questions - How do I place an order / How do I upload a photo? | Thank you for reaching out to us! To place an order, go to our website at PhotoBarn.com. Navigate to the product you want, and click "Create." From there, the design center will walk you through the process of uploading your photo and selecting any options you want. Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
37 | Questions - How much is shipping? | Thank you for reaching out to us! Standard shipping to the 48 continental United States is $9.99 per order. We also have a variety of expedited shipping methods available, but these vary depending on what you're ordering and where you're located. As you add items to your cart, you can use the shipping estimator at the bottom of the page to see exact pricing. Hope this helps! If you need anything else, don’t hesitate to ask! Thank you, |
38 | Questions - My photo doesn't fit / can't crop | Thank you for reaching out to us! When you upload your image, the system fills the entire board with your image. Unfortunately, you are unable to zoom out past that point, as it would add white space around the edge of your image. If you wish to do this, you would have to add a border of some sort to the image file itself using Photoshop or similar software. Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
39 | Questions - Out of stock | Thank you for reaching out to us! Unfortunately, that item is out of stock. As soon as we get more in, the website will be updated! In the meantime, we have a variety of wood and canvas products available, and you may be able to find one similar to the item you were wanting. You can see all our products here: https://www.photobarn.com/shop/ Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
40 | Questions - Out of stock (Customer has a Groupon) | Thank you for reaching out to us! Unfortunately, that item is out of stock. As soon as we get more in, the website will be updated! Our Groupons never expire, so feel free to hold on to your voucher until they’re back in stock. If you wish to use your voucher towards a similar item, reply back with a copy of the voucher. I’ll replace it for you with a new code that is good for anything on our site of equal or lesser value. If you choose a higher-priced item, you’ll only pay the difference in price. Hope this helps! If you need anything else, don't hesitate to ask! Thank you, |
41 | Questions - We do not ship gift certificates | Hey there, I'm so sorry for any confusion! We actually do not ship gift certificates. We email them as soon as the order is placed. The email includes the code and a printable PDF of the gift certificate. If it is not in your inbox, check your spam folder. If you still don't see it, let us know, and we can resend it. Hope this helps! |
42 | Reach Out - Canvas or Burlap Gallery Wrap Cutting People Off | Hello, The print team tried to print your order, and they discovered that your images are wrapped on the edge in a way where it is cutting off the main part of the image. I attached which image needs to be reordered. I’ve created a gift certificate for the retail value of the order, plus shipping and handling. You will simply need to re-create the order and use the following code at checkout: *** By the way, our site actually shows a preview of what part of the image will be wrapped on the edges. When you first upload your image, the preview will be a kind of "plus" shape. The edges of the "plus" will be on the edge of the gallery wrap. Hope this helps! Let me know if there is anything else I can do for you! Thank you, |
43 | Reach Out - Export Problem / Corrupt image (entire order) | Hello, The print team tried to print your order, and they discovered that due to a technical error, your images didn’t arrive successfully with your order. I’ve created a gift certificate for the retail value of your original order, plus shipping and handling. You will simply need to re-create your order and use the following code at checkout: <insert code here> Some tips I always give for reordering would be to access our site from a desktop or laptop computer with Google Chrome as the web browser. I would also make sure that you are uploading your photo by clicking on the + button to do so (do not "drag-and-drop" as that is the most common cause of this issue for the photos not coming through). Please note however that the current code can only cover the order based on the current sales. If/when the sales end the code may not cover the full amount of the product, but we can adjust it if needed. If you have already received a message like this in regard to your order, it is likely that the images you are using are corrupted or are not in a format we can accept. If this is the case, please try opening your images in MS Paint or some other image editing program and re-saving them as a separate .jpg file before recreating your order. I hope that helps, and please let me know if there is anything else I can do for you! Thank you, |
44 | Reach Out - Export Problem / Corrupt image (only one item) | Hello, The print team tried to print your order, and they discovered that due to a technical error, one of your images didn’t arrive successfully with your order. It is the ITEMDESCRIPTION. I’ve created a gift certificate for the retail value of the item, plus shipping and handling. You will simply need to re-create it and use the following code at checkout: <insert code here> Some tips I always give for reordering would be to access our site from a desktop or laptop computer with Google Chrome as the web browser. I would also make sure that you are uploading your photo by clicking on the + button to do so (do not "drag-and-drop" as that is the most common cause of this issue for the photos not coming through). Please note however that the current code can only cover the order based on the current sales. If/when the sales end the code may not cover the full amount of the product, but we can adjust it if needed. If you have already received a message like this in regard to your order, it is likely that the images you are using are corrupted or are not in a format we can accept. If this is the case, please try opening your images in MS Paint or some other image editing program and re-saving them as a separate .jpg file before recreating your order. I hope that helps, and please let me know if there is anything else I can do for you! Thank you, |
45 | Reach Out - image turned sideways / orientation problem (Hanging Canvas) | Hello, The print team tried to print your order, and they discovered that the image was turned sideways. Unfortunately, for the hanging canvas, most sizes are only available in one orientation. The only sizes available in landscape are the 8x12 and the 16x10. Would you mind recreating your order? I’ve created a gift certificate for the retail value of your original order, plus shipping and handling. You will simply need to re-create your order and use the following code: *** Hope this helps! If you have any questions, don't hesitate to ask! Thank you, |
46 | Reach Out - image turned sideways / orientation problem (Ornament, shaped photoboard, etc) | Hello, The print team tried to print your order, and they discovered that the image was turned sideways. Unfortunately, for that product, we are unable to fix the image on our end. Would you mind recreating your order? I’ve created a gift certificate for the retail value of your original order, plus shipping and handling. You will simply need to re-create your order and use the following code: *** For future reference, there actually is a way to change the orientation, though it is very easy to overlook. Once you upload a photo, you see a preview screen with a “Preview Woodgrain” button at the bottom. Between the Preview Woodgrain and Back buttons there is a button that rotates the image. Hope this helps! If you have any questions, don't hesitate to ask! Thank you, |
47 | Reach Out - Packaged returned to us | Hey there! Your order was shipped, but it was returned to us. Could you write back confirming the shipping address? As soon as we get that corrected, we can ship your order out again. Thanks! |
48 | Status Check - Complete / Shipped | I checked your order, and I have some great news! It looks like your package has shipped and you should receive it soon. Your tracking number is: **(Enter in tracking information)** Thank you for using PhotoBarn, and if we can help in any other way, please feel free to reach out at any time! Thank you, |
49 | Status Check - Printing / Review Failed | Thanks so much for reaching out to us! We have several quality control checkpoints. Your order had printed but was sent to reprint due to a quality control concern. This marks the item as "Printing Failed." Your order will be reprinted within a few days from when it was failed, so this shouldn't slow down the processing time very much at all. Thank you so much for your patience as we strive to create a beautiful piece of art for your home! Please let me know if we can help you with anything else. |
50 | Status Check - Printing Success | Thank you for reaching out to us! I checked your order and I have some good news! Your order has been printed! It is currently in production getting finished and prepped for shipment. Once it ships, you will get an email with your tracking number. Let me know if there is anything else I can do for you! Thank you, |
51 | Status Check - Quality Control QC | Thank you for reaching out to us today! I just checked your order, and it is currently listed as QC Success. QC is one of our Quality control checkpoints that the orders go through a couple of times before they head over to finishing and then packaging. We take great care with each order to ensure that it is the high quality that our customers expect, and also the high quality that we expect of ourselves, so it is an important step in the production process. Once your order has finished and shipped, you will receive an email with the tracking number to let you know that it is on the way! I hope that helps to answer your questions, and please let me know if there is anything else that we can do for you. Thank you, |
52 | Status Check - Still in Queue / Exported | Thank you for reaching out to us! I checked your order, and it is in queue to be printed. As soon as it prints, it will move to production to get finished and prepped for shipment. When it ships, you'll get an email with the tracking number. Hope this helps! Let me know if there is anything else I can do for you! Thank you, |