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877-421-2300

Frequently Asked Questions

  1. PRODUCT INFORMATION
    Product types, common terms and details on our various offerings.
  2. ORDER INFORMATION
  3. SHIPPING INFORMATION
    Shipping methods, costs, delivery times and how to track an order.
  4. POLICIES INFORMATION
    Returns/Exchanges, Security and Privacy policies.
  5. GIFT CERTIFICATES
    Everything you need to know about purchasing and redeeming gift certificates.
  6. CONTACT US
    If you're unable to find your answer in this Help section, here's how to contact us.

Product FAQs

  1. What types of Products do you sell?
  2. What is a Photographic Print?
  3. What is a Custom Framed Photo?
  4. What are the final dimensions of your Custom Framed Photos? Will it Fit on my Wall?
  5. What is a Photo on Canvas?
  6. I have noticed the Picture.com symbol appears on your online photos. What is this and why is it on the photography?
  7. Can a color photo be converted to black & white?
  8. Can I purchase the digital file instead of ordering a print copy of the picture?
  1. What types of Products do you sell?

    Our products include photographic prints, custom framed photos, and photos on canvas. From time-to-time we offer special edition pieces, signed prints or anniversary collections. Each product featured on our store is reproduced from the original photograph, digital file, or negative using state-of-the-art-technology. Following the selection of an image our team oversees the creation of your piece of fine art through reproduction, assembly and shipping. Through Picture.com Classic, you can create and buy custom, premium quality photo books and calendars using your own pictures.

    I already made a photo book or a calendar on Picture.com, but I can't find it. Where is it?
    You can access all of the photo book and calendar projects by logging in to Picture.com Classic. Please visit picture.com/photo-books or picture.com/calendars to log in.

  2. What is a Photographic Print?

    We offer prints in a variety of sizes, ranging from 8"x10" to 24"x30". Our panoramic prints are 9"x27". If you are interested in larger photo sizes please contact us. When you purchase a photographic print, your image will be printed on high-quality stock with archival ink and UV protection. This ensures the appropriate environment to preserve your photograph for many years of enjoyment. Photographic prints ship in 1-2 business days after sale.

  3. What is a Custom Framed Photo?

    Our custom framed photos include two options: standard wood (1 1/4 ") and premium wood (2 1/4 "). Frames are offered in a variety of colors including black, mahogany and walnut.

    All fine art pieces are custom matted with an acid-free double 2 1/2 " mat with a beveled edge. Our custom frame shop offers a choice of mat colors. Acid-free plexi-glass provides clear, lightweight protection for your art. This presentation allows us to preserve your photograph for many years of enjoyment. Custom framed photos ship 2-4 business days after sale.

  4. What are the final dimensions of your Custom Framed Photos? Will it Fit on my Wall?

    Below is a sizing chart including the final dimensions of our custom framed photos. All sizes are measured in inches and are approximate.

    Print Size Frame Dimensions
    8x10 Standard Black (1-1/2) 13.5 x 15.5
    12x15 Standard Black (1-1/2) 17.5 x 20.5
    Premium Black (2-1/4) 22 x 25
    16x20 Standard Black (1-1/2) 23 x 27
    Premium Black (2-1/4) 27.5 x 31.5
    24x30 Standard Black (1-1/2) 31 x 37
    Premium Black (2-1/4) 35.5 x 41.5
    9x27 Standard Black (1-1/2) 16 x 34
    Premium Black (2-1/4) 20.5 x 38.5
    12x36 Standard Black (1-1/2) 19 x 43
    Premium Black (2-1/4) 23.5 x 47.5

    Subway Art

    Print Size Frame Dimensions
    11x28 Standard Black (1-1/2) 16.5 x 33.5
    19x48 Standard Black (1-1/2) 26 x 55
  5. What is a Photo on Canvas?

    Our canvas gallery wrapped photos are offered in five sizes, including 12"x16", 15"x20", 18"x24", 27"x36" and 36"x48". Your selected image is printed onto real artist canvas and stretched across 1 1/2" wood supports. The image wraps around the sides of the supports for a clean, modern look and is delivered ready to hang. Our team carefully evaluates each image to ensure the best presentation for your photo on canvas. In some cases, a color border will be used for the canvas wrap edge to ensure that the entire image is included in your piece of art. Photos on canvas ship 3-5 business days after sale.

  6. I have noticed the Picture.com symbol appears on your online photos. What is this and why is it on the photography?

    You are referring to a "watermark" that has been placed on the photos you see on our site to ensure that no one downloads the images without permission or pirates the photos without proper authorization. Please be assured that this marking will not be on photography products purchased from the store.

  7. Can a color photo be converted to black & white?

    Many photos on our site can be converted to black and white. Look for the "Convert Photo to Black and White" box below each image on the purchase options page. This tool allows you to preview the black and white image prior to purchase.

  8. Can I purchase the digital file instead of ordering a print copy of the picture?

    Per the license agreements we have in place with each organization and photographer, we are unable to sell or distribute digital files at this time.

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Ordering FAQs

  1. What if I can't find the photo I am looking for?
  2. Is the item I want in stock?
  3. Do you offer a catalog?
  4. How do I know my order was processed?
  5. How do I change or cancel an order?
  6. Do you charge sales tax?
  7. What forms of payment do you accept?
  8. Can I place an order over the telephone?
  1. What if I can't find the photo I am looking for?

    Picture.com's customer service team is standing by ready to help you find the perfect picture. If you are unable to locate a particular image in our galleries, please contact us at info@replayphotos.com. We will exhaustively scour our archives and sources to find the image you have requested.

  2. Is the item I want in stock?

    Yes. All of our products are custom printed on demand, excluding an occasional limited edition or signed piece.

  3. Do you offer a catalog?

    No. We do not currently offer a mail-order catalog. To view all product offerings, please visit ReplayPhotos.com.

  4. How do I know my order was processed?

    You will receive an order confirmation via email just moments after making your purchase. This email will include an itemized receipt as well as an order confirmation number for your reference.

  5. How do I change or cancel an order?

    We do our best to accommodate any changes to an order. Our products do ship very quickly after sale. Please contact us at orders@replayphotos.com or call 877-421-2300 within 24 hours of purchase to adjust an existing order.

  6. Do you charge sales tax?

    We automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the state of North Carolina.

  7. What forms of payment do you accept?

    We accept VISA, American Express and MasterCard. We also accept check or money order. Please mail your check or money order to:

    Picture.com
    3101 Hillsborough Street
    Raleigh, NC 27607

  8. Can I place an order over the telephone?

    For your convenience and fastest possible service, we encourage you to order online. However, please feel free to call in your order, toll free, at 877-421-2300 between the hours of 9:00 a.m. and 6:00 p.m. (EST).

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Shipping FAQs

  1. How will my package be shipped?
  2. NEW! Convenient In Store Pick up at StaplesStaples Logo
  3. How much does shipping cost?
  4. Can I request another form of packaging for my order?
  5. How will I know when my order has shipped?
  6. When will my order arrive?
  7. Can I track my order?
  8. I didn't receive my entire order. What happened?
  9. Do you ship internationally?
  1. How will my package be shipped?
    Product Standard Shipping Method Expedited Shipping Method
    Photographic Prints USPS UPS Next Day – Afternoon Delivery
    Custom Framed Photos FedEx Ground FedEx Ground or Air – Zone Dependent
    Photos on Canvas FedEx Ground N/A
  2. NEW! Convenient In Store Pick up at StaplesStaples Logo

    Can't Wait? Picture.com now offers convenient in store pick up for all unframed print orders at a Staples location near you. Orders placed before 2 p.m. local time qualify for same-day pick up. All orders will be available for pick up in as few as four business hours. Look for the Staples Store Locator during the checkout process on the Shopping Cart page. Customers may use the Store locator to select the closest store, double check hours of operation, and pick up prints in as few as four business hours after sale at the selected Staples Copy & Print center.

  3. How much does shipping cost?

    US Destinations
    Product Shipping Cost
    Unframed Print Ground $3.95
    Unframed Print Expedited $19.95
    Custom Framed Photo Ground $9.95
    Custom Framed Photo Expedited $19.95
    Photo on Canvas Ground $15.95
    Extra Large Canvas
    (27x36, 36x48, 20x60, 24x72)
    Ground $39.95

    Canadian Destinations
    Product Shipping Cost
    Unframed Print Ground $13.95
    Custom Framed Photo Ground $39.95
    Photo on Canvas Ground $39.95
    Extra Large Canvas
    (27x36, 36x48, 20x60, 24x72)
    Ground $59.95

  4. Can I request another form of packaging for my order?

    All of our items are carefully wrapped in protective packaging to prevent damage during transit. You may request that smaller photographic prints be rolled and shipped in a tube instead of a stay-flat envelope. Please contact us at orders@replayphotos.com or call 877-421-2300 to request non-standard packaging.

  5. How will I know when my order has shipped?

    You will receive a shipping confirmation email when your order has shipped. This will provide tracking information so that you may monitor its progress. If you need your order for a special event, please call us at 877-421-2300 or mail orders@replayphotos.com. We'll bend over backwards to get your order where you need it, when you need it.

  6. When will my order arrive?

    Photographic prints usually ship in 1-2 business days after sale. Custom framed photos and photos on canvas usually ship within 3-5 business days.

  7. Can I track my order?

    Yes. You will receive a shipping confirmation email when your order has shipped. This will provide tracking information so that you may monitor its progress.

  8. I didn't receive my entire order. What happened?

    Depending on the products you purchase, items in your order may be received in separate shipments. We work with the best production fulfillment groups in various locations. If you have only received part of your order, be assured that your additional items are on their way.

  9. Do you ship internationally?

    Picture.com accepts orders from customers who are shipping to addresses in the U.S. and Canada only. We are unable to ship to international addresses. To request shipment to an APO address, please call 877-421-2300 or email shipping@replayphotos.com.

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Policies FAQs

  1. Return & Exchange Procedures
  2. Security
  3. Privacy Policy
  1. Return & Exchange Procedures

    If you are not completely satisfied with your order, we will gladly accept a return for exchange or for refund, provided the item is returned within thirty (30) days from date of shipment. Personalized Photos may not be returned.

    If you wish to exchange an item after receipt, place the product in its original packaging and return it to us at the address below:

    Picture.com
    3101 Hillsborough Street
    Raleigh, NC 27607

    If you do not have the original packaging, the item should be taken to your local packaging store to assure proper mailing procedures. Please be certain to include the following information:

    • Name
    • Address
    • Item being returned
    • Telephone Number
    • Picture.com Order Number

    Once your returned product is received in good condition, we will issue a credit within 10 business days. Shipping and handling charges will not be refunded.

  2. Security

    Picture.com utilizes a secure server in all the transactions that hold sensitive information. A secure server guarantees the privacy of data transmitted through the Internet, including credit card information, through an SSL protocol that encrypts the information.

  3. Privacy Policy

    Your privacy is very important to us, and we are committed to respecting your privacy on our site. In order to provide our services, we will require information (including address and credit card information) from our customers. We will maintain the confidentiality of information provided in accordance with our Privacy Policy.

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Gift Certificates FAQs

  1. How do I purchase a Gift Certificate?
  2. Can I include a gift message?
  3. How are gift certificates sent?
  4. How can I redeem my gift certificate?
  5. What if my order total is less than the value of my gift certificate?
  6. What if my order total is more than the value of my gift certificate?
  1. How do I purchase a Gift Certificate?

    Not sure what to buy? Let them choose with an online gift certificate from Picture.com. You can order an electronic gift certificate through our website or over the phone. Click this link to get started: http://www.replayphotos.com/gift.cfm.

  2. Can I include a gift message?

    Yes. During the checkout process, you will see a gift message area. Simply type your personal message in the box.

  3. How are gift certificates sent?

    Electronic gift certificates are sent via email. Once we verify the payment in full, electronic gift certificates are sent within 24 hours.

  4. How can I redeem my gift certificate?

    When placing your order, you will be prompted for payment. This page includes a field where you can enter your gift certificate number and click "Applyā€¯.

  5. What if my order total is less than the value of my gift certificate?

    If you do not use your entire balance, we will save the remaining balance so you can use it towards future purchases.

  6. What if my order total is more than the value of my gift certificate?

    If your order total exceeds your gift certificate balance, you will be prompted for credit card information or another payment method for the difference.

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Contact Us







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Customer Service Hours
Phone: 877-421-2300
Monday – Friday, 9:00 a.m. – 6:00 p.m. EST
Saturday and Sunday – email only
Email: info@replayphotos.com
Fax: 919-688-2122
Address: Picture.com
3101 Hillsborough Street
Raleigh, NC 27607

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