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FAQ

Image Basics

For the highest quality printed product, we recommend the following:

FILE TYPE: .jpg or .png

DPI (dots per inch): 300 DPI

COLOR PROFILE: sRGB

 

What is the size limit for each image?

Photos must be 800 pixels X 800 pixels for a successful upload. Pro tip: Always find the largest, highest quality images possible, and avoid using any pixelated images with bad quality.

Organizing your images into folders before upload will help save time searching for the image in your gallery during the customization process. If the upload stops due to an intermittent internet connection, try re-uploading it again. If you exit the customizer before you place the order you will need to restart you design from the beginning.

 

How do I change my HEIC files to jpg?

Some iPhone images are in the file format .heic. These files are great for saving storage space; however, they are not compatible with our editor. Our editor can only upload .jpg or .png images, so always remember to double-check and convert any files that are in any other format before attempting an upload.

In Preview on Mac, go to File > Export. In the Format section, select JPEG or PNG and hit save. (For Windows Explorer, there are just a few extra steps to take.



Cancel/Change My Order

Change My Address/Shipping Method

We are able to change the shipping address and/or shipping method of an order before it has shipped - please note that once packages have shipped, no changes can be made. 

Shipping Address: To change your shipping address, please follow this link to contact us. Title your request "Post-Purchase Request" in the form provided, give a brief explanation and be sure to include your order number and updated address in the message. 

Shipping Method: To change your shipping method, please follow this link to contact us. Title your request "Post-Purchase Request" in the form provided, give a brief explanation and be sure to include your order number and preferred shipping method in the message. Please note there will be an added charge to change shipping methods. 

Billing Address: No worries here - orders only go through in our system if the payment method is approved. If you have received a confirmation, your order has been safely processed and you are good to go.

Shipping time: Production and shipping will take around 8-12 business days. We will notify you when your order has shipped.

 

Cancel My Order

If you need to cancel your order for any reason, you can do this within ONE HOUR of placing your order, simply send us an email through the contact form on our website with the Title of “Order Cancellation” and be sure to include your order number.

After one hour, your order goes directly into production and cannot be cancelled. For requests made after one hour, we cannot provide a refund. Please contact us with any questions here

 

Where Is My Order?

I Didn't Receive a Tracking Email

First, please double check that the 3 day production time necessary for each product you've ordered has already passed. If you have not received an order shipment confirmation please email us for an update.

 

Returns / Exchanges

I Made a Design Error

Udreamr creates one-of-a-kind products that are custom designed by you. Due to the custom nature of these products, we are unable to refund your order for customer created errors, including but not limited to: 

  • Typos and misspellings
  • Poor image quality or low resolution of original file
  • Layout errors and missing or duplicate images
  • Blank image uploads 
  • Product selection mistakes (i.e. product size, style or image choice) 
  • Color differences between your home computer and our printing systems

Please double check your design for the errors listed above. We cannot provide refunds or exchanges due to damages caused by customer handling, storage, treatment, or for any of the above errors.

For more information, please reference our terms and conditions here.

 

My Order Arrived Damaged/Incorrect

We're so sorry to hear your order didn't arrive in perfect condition! Please email us within 14 days of receiving your order so we can make it right. 

In your email, please include: 

  • Your order number
  • A description of the damage
  • Images of the damaged product and packaging 

If you believe your printed images look different than the images you uploaded to our site, please also include 2-3 original image files that you uploaded to our site as well as the images of your printed product, so we can see the difference. 

 

Frequently asked questions

Can you review my project?

Because we are a small team, we do not have the capacity to review every project before they print but we do try to to catch obvious mistakes or issues before we print it. At check out you'll see an option to view your design before purchasing. If you have any remaining questions feel free to reach out to our team at hello@udreamr.com.

Please review your project before you order. Once you have placed your order, no changes can be made to the project. 

 

Will my photos print dark?

Often, it is necessary to edit for the differences in how images transfer from screen to print since ink on paper does not have the same advantages as a high-res backlit computer screen. Also, since we use an uncoated premium matte paper, ink absorbs a bit more and thus images that are dark can look even darker in print.

You may have to edit your images for the difference in how images transfer from a computer screen to print since the screen is backlit and the print is not. To check if your photos are too dark turn your screen brightness down about 50%. If it’s hard to see a certain photo you may want to edit its brightness and re-upload it.

Feel free to drop us a note if you have questions. 

 

What is this random address my order shipped from?

We have multiple printing/shipping facilities spread out across the world. This helps reduce our carbon footprint by eliminating excess transportation and pollution!