Frequently Asked Questions

General

Q: Is the image permanent?

Absolutely! We take your photographs and permanently infuse them into our indestructible material. The result is a beautiful, non-fading, permanent PanePix.

Q: What kind of content do you allow? Are there any images I CAN’T use?

We reserve the right to refuse any images that we deem inappropriate.

Content should NOT:

  • Infringe on any intellectual property rights including, but not limited to copyrights, trademarks and rights of privacy/publicity
  • Contain obscenity or nudity that is not artistic in nature
  • Glorify drug use or excessive violence
  • Be harassing, threatening, or discriminatory

Q: What do I need to do if my picture was taken by a professional photographer?

Because of copyright laws you need to make sure you have exclusive rights to the photo(s) or have obtained a release from the photographer or studio that originally took the picture. Per our terms & conditions, all purchases agree that they have permission to print the image they upload.

Q: I want to order Sentimental Shades. What kind of lamp base should I get?

Sentimental Shades works with any lamp base that includes a “harp”. A harp is the wire frame that supports the lampshade.

Harp lamp base

Creating Your PanePix

Q: What file formats, image size, and resolution do you accept?

We accept .jpg, .png, .pdf, .tiff, .eps, and .psd files 15MB and under.

To ensure the best quality, we highly recommend using photos with a minimum of 300 dpi. Our software will accept images as low as 200 dpi; however, this may compromise the visual quality of the image. Any images below 200 dpi will not be accepted by our software.

Not familiar with the term “DPI”? Don't worry! The photo uploader will alert you if your photo is “Bad”, “Low”, or “High” quality. When you upload your photo, one of these three classifications will appear:

Bad = under 200 dpi

Low = between 200 and 300 dpi

High = 300 dpi or above

Q: How do I turn artwork, diplomas, awards, or any other paper documents into PanePix?

In order to create a PanePix from a paper document, it must first become a digital file. The best way to do this and still maintain a high quality resolution is to scan the document into your computer. If you do not have a scanner, or your document size is larger than the scanner, you can take a picture of the document with a camera. However, if you choose this method, be aware of shadows, reflections, lighting, or any unwanted interference that may show up in the photo.

Q: How do I add a border to my PanePix?

After you have selected your PanePix under the “Shop PanePix” tab, you will be ready to upload your photo. At this point, the photo uploader will provide instructions on how to select a border from a variety of color options. Please note, however, that the border colors you see on your screen may vary slightly from the actual print due to various screen types and settings.

Customization

Q: Can I get PanePix in a custom size?

Of course! Go to the “Shop PanePix” tab at the top of the page; select the “Single Image” icon under layout options; then select the “Custom Size” icon. You will be able to fill out your request there!

Q: Can you enhance or repair my photo?

If you are interested in having a photo enhanced or restored, please contact customerservice@panepix.com to inquire about adding our restoration services to your PanePix order. Please type “Photo Enhancement” in the subject line of your email and attach the photo you are inquiring about. Our design team will contact you regarding your custom order!

Using PanePix

Q: How do I hang or attach PanePix to various surfaces?

  1. Prepare your desired surface by cleaning it well.
  2. Place the glue dots, provided with every order, on the back of your PanePix. The number of glue dots needed will depend on the size of your PanePix (see below).

    Avoid placing glue dots directly on edges; this will aid in easier removal should you need to reposition your PanePix.
    Glue dot placement for PanePix
  3. Peel the backing from the glue dots.
  4. Apply light pressure to your PanePix against your chosen surface... and you're done!

Q: What kind of adhesive should I use? Where can I buy it?

We provide easy-to-remove Glue Dots with every PanePix order. If you wish to use an alternative adhesive, they are available at local major retailers. We recommend removable and repositionable adhesives, but you can certainly use permanent adhesives if you're not planning on moving your PanePix (see adhesives below).

Removable adhesives you can use with PanePix

Permanent adhesives you can use with PanePix

Q: How do I clean my PanePix?

Mild Soap and Water:

  1. Wipe PanePix with a clean cloth using mild soap and water.
  2. Dry completely with a clean, dry cloth.

Window Cleaners:

  1. Spray window cleaner onto a clean cloth. DO NOT spray directly onto PanePix.
  2. Dry completely with a clean, dry cloth.

DO NOT USE:

  • Abrasive cleaners
  • Scotch-Brite
  • Brillo Pads
  • Goo Gone
  • Avoid products that list "Acetone" in the ingredients

Q: How do I remove my PanePix?

  1. Grasp your PanePix from the top and bottom at opposite corners (shown below).
  2. Gently rotate your PanePix. To help protect surfaces, DO NOT PULL!

Removing PanePix

Pricing & Payments

Q: Which products qualify for the up to 40% off sale?

All PanePix products (Ornaments, Single Image, Collage, and Border Strips) located on the “Shop PanePix” page qualify for the up to 40% off sale. Sentimental Shades is excluded from the 40% off discount, but still qualifies for free shipping.

Q: Which products qualify for the 10% off sale?

All Sentimental Shades located on the “Shop Sentimental Shades” page qualify for the 10% off sale, and free shipping.

Q: How do I pay for my order?

You can pay for your order with a credit card or you can start an account with PayPal. Once you enter PayPal's screen, you will be able to choose between paying with a credit card or starting an account.

Q: Is my credit card information secure?

We use PayPal as our merchant service. Your credit card information is kept on the secure PayPal site. PayPal goes to great lengths to protect your credit card information. If you'd like more information about their security standards, go to www.PayPal.com.

Shipping & Returns

Q: How is my order shipped?

We ship your PanePix by UPS or USPS. All PanePix are carefully wrapped and packaged to prevent damage during shipment.

Q: I just placed my order. When will my PanePix ship?

PanePix orders are usually shipped within 5 business days from receipt of your paid order. Sentimental Shades orders will be shipped within 10 business days from receipt of your paid order.

Tracking information will be provided through email once your order has shipped. Delivery time is approximately 2-6 business days in the US. Unfortunately at this time we do not ship outside the U.S.

Q: Does my order qualify for the free shipping offer?

All PanePix and Sentimental Shades orders shipped within the U.S. are free. We ship to Puerto Rico and U.S. territories, but unfortunately cannot extend the free shipping offer to these locations. At this time we do not ship outside the U.S.

Q: Can I return my PanePix?

Because of the custom nature of PanePix, they are non-returnable. However, if you would like to speak to customer service please email: customerservice@panepix.com.

Q: My product was damaged during shipping. What should I do?

Please contact us at: customerservice@panepix.com to inform us of the damage. These events are rare, but we will fix them promptly if they occur!