Frequently Asked Questions
Account
How do I create my account with Snapping Turtle Gallery?
Creating an account is quick and easy. Click "Create an Account" in the top right corner of our website, fill out the form, and hit submit. You'll receive a confirmation email shortly after — just click the link to verify your address and you're all set. You can also check out as a guest if you prefer.
Is my personal information safe?
Absolutely. Your privacy is important to us. Our customer database is protected and your personal data will never be shared with third parties without a lawful basis for doing so. For full details, please review our Privacy Policy.
How do I change my password?
Head to "Account Settings" in the top right corner of the page and click "Change Password" to update it anytime.
I forgot my password. How do I log in?
No worries — it happens to the best of us. Go to the login page and click "Forgot My Password." We'll send you a reset link. Be sure to check your spam folder if you don't see it within a few minutes.
Can I change my login email address?
Unfortunately, the email address associated with your account cannot be changed once it's been set. If you need assistance, please contact us directly.
How do I delete my account?
To delete your account, go to "Account Settings" in the top right corner of the page and scroll to the bottom. Click "Deactivate Account." Please note this action is permanent and all account data will be deleted.
General
What materials do you print on?
Snapping Turtle Gallery offers three premium print formats:
- 3mm Ultra-HD Acrylic — A dye-sublimation print process combined with a brilliant glass finish that delivers vivid, deep color with a 3D wet-look depth. Diamond-polished edges for a frameless gallery feel.
- Dye-Sublimated Metal (1mm aluminum) — Ink is heat-fused directly into the aluminum panel, not printed on top of it. The result is a luminous, scratch-resistant finish with color that appears to live inside the metal.
- Gloss Gallery Canvas — Premium 400gsm poly-cotton blend hand-stretched over 3/4" kiln-dried wood bars with a high-gloss protective coating for vibrant color brilliance. No sagging, no fading.
What sizes are available?
Size availability depends on the type of print:
- STG Catalog Art Pieces: Available in 12x18, 16x24, and 24x36 in both vertical and horizontal orientations. Panoramic pieces are available in their own sizes as listed on individual product pages.
- Custom Prints (customer-supplied artwork): Available in all sizes — 8x8, 11x14, 12x12, 12x18, 16x20, 16x24, 18x24, 20x30, 24x36, and 30x40.
What is the thickness of your prints?
- Acrylic: 3mm crystal-clear Ultra-HD acrylic
- Metal: 1mm (1/16") dye-sublimated aluminum
- Canvas: 3/4" hand-stretched gallery wrap
Do you offer a matte finish?
We offer a gloss finish only across all three of our print formats. Our gloss finish delivers vivid color depth and professional-grade clarity that collectors trust.
Do you offer frames?
Yes! Canvas and Metal prints can be ordered with a floating frame as an additional item. When your artwork arrives, it will already be set into the frame — all you have to do is hang it. Acrylic prints are available with lightbox frames. If you have questions about which frame works best for your print, contact us and we'll help you choose.
Do Snapping Turtle Gallery prints have a warranty?
Yes. If your order arrives damaged or is lost in transit — circumstances outside your control — we will replace it at no additional cost to you. Simply contact us within 7 days of the expected or actual delivery date with photos of the damage and we will make it right immediately.
How do I clean my prints?
- Acrylic & Metal: Use a soft, dry microfiber cloth. Avoid abrasive cleaners or excessive moisture.
- Canvas: Gently dust with a dry soft brush or cloth. Avoid direct water contact.
Mounting & Display
How do I hang my print?
- Metal Prints: Include a professional-grade hidden float mount on the back. Your print will sit approximately 1/2" off the wall for a modern, museum-style effect. No visible hardware. Ready to hang right out of the box.
- Acrylic Prints: Include professional-grade hanging hardware. Ready to hang right out of the box.
- Canvas Prints: Arrive with pre-installed hanging hardware on the back of the wood frame. Lift it out of the box and hang it up.
If you ordered a floating frame for your Canvas or Metal print, your artwork will arrive already set into the frame — just hang it up.
What surfaces work best for hanging?
We recommend clean, dry, smooth, and even surfaces for the best results. Avoid textured, uneven, or wallpapered surfaces where possible, as these can affect the stability of your hanging hardware.
Can I hang my print in a bathroom or outdoors?
Our prints are designed for indoor use. High-humidity environments like bathrooms can affect print longevity over time. For outdoor display, keep prints away from direct sunlight and moisture exposure to preserve color and material integrity.
Can I hang my print on a brick or uneven surface?
For brick or uneven surfaces, we recommend drilling into the surface and using appropriate wall anchors rated for the weight of your print. Contact us for guidance on the best approach for your specific wall type.
Orders
How can I pay for an order?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay.
Can I pay with a Visa gift card?
Standard Visa gift cards may work at checkout as long as they have a billing address associated with them. If you experience issues, we recommend using an alternative payment method.
Will I receive a confirmation email after placing an order?
Yes — a confirmation email will be sent to the address used at checkout shortly after your order is placed. If you don't see it, check your spam or junk folder.
Do I need a discount code?
In most cases, no. Our best available discount is automatically applied to your order at checkout — you'll never have to hunt for a code or worry about missing a deal. If you do have a specific code, you can enter it in the discount field at checkout and we'll apply whichever gives you the better savings.
Do discount codes apply to all products?
Discounts apply to standard wall art prints (Acrylic, Metal, and Canvas). Custom commissioned art pieces are excluded from promotional pricing. Only one discount or promotion can be applied per order.
Can I change or add items to my order after placing it?
Orders cannot be modified once placed. If you need to make a change, you may cancel within 24 hours (see cancellation policy below) and place a new order.
Will I receive an invoice?
Yes — your order confirmation email serves as your receipt. If you need a formal invoice, please contact us with your order number and we'll send one over.
Can I cancel my order?
Orders may be cancelled within 24 hours of placement, provided the cancellation is due to ordering the wrong product, needing to make a change, or an unexpected life event. To request a cancellation, contact us as soon as possible with your order number.
Important: Custom commissioned art pieces cannot be cancelled under any circumstances. Once a custom commission is placed, the artists involved begin work immediately. These orders must be honored from start to finish out of respect for the creative professionals involved.
When will I receive my refund after cancelling?
Refunds are processed within 14 days of cancellation confirmation, though we do our best to process them as quickly as possible.
Will there be customs fees on my order?
For US and Canada orders, there are no additional customs or import fees — our pricing is flat-rate and all-inclusive. If you are ordering from outside our standard service area, customs fees may apply depending on your country's regulations. Any customs costs outside our standard shipping zones are the responsibility of the buyer.
Is payment on your website secure?
Yes. All payments on our website are SSL-encrypted and processed through secure, industry-standard payment gateways.
Do you offer gift wrapping?
Yes! Simply add a note in the comment box at checkout saying you'd like your order gift wrapped and we'll take care of it. Our prints also arrive in premium protective packaging that is gift-ready right out of the box.
Custom Prints
How do I order a custom print?
Head to our Custom Wall Art page, choose your material (Acrylic, Metal, or Canvas) and size, then add your order to the cart. Include your high-resolution image file in the order notes, or email it to us after checkout. Accepted formats: JPG, PNG, PDF, TIFF.
What sizes are available for custom prints?
Custom prints using your own supplied artwork are available in all of our sizes: 8x8, 11x14, 12x12, 12x18, 16x20, 16x24, 18x24, 20x30, 24x36, and 30x40.
What are the image requirements for custom prints?
- Minimum resolution: 150 DPI at your chosen print size (300 DPI preferred)
- Accepted formats: JPG, PNG, PDF, TIFF
- Color mode: RGB (Wide-Gamut RGB / Adobe RGB preferred for professional files)
- Maximum file size: 50MB (contact us for larger files)
Can I submit a phone photo for a custom print?
Yes! Modern iPhone and Android photos are more than sufficient for most of our sizes. The key is to use the original file from your camera roll — not a screenshot or social media download. Not sure if your file is good enough? Send it to us before ordering and we'll check it for free.
What if my image is low quality?
We manually review every file before printing. If your image is too low-resolution or won't produce a quality result at your chosen size, we will contact you before printing to discuss options. We will never print something we know won't look right.
Can I return a custom print?
Custom prints are final sale. Because every piece is made to order using your supplied artwork, we cannot accept returns based on print quality if the issue originates from the file you submitted. However, if your custom print arrives damaged in transit or we made a production error, we will replace it at no cost to you.
Can custom print orders be cancelled?
No. Custom print orders cannot be cancelled once placed. These orders enter production immediately and cannot be reversed.
Gift Cards
Do you offer Gift Cards?
Yes! Snapping Turtle Gallery digital Gift Cards are available for purchase on our website and are delivered via email. Click here to purchase a Gift Card.
How long is a Gift Card valid?
Gift Cards are valid for one year from the date of issue.
Can I use a discount code to purchase a Gift Card?
No — discount codes cannot be applied to Gift Card purchases.
Can I get a refund for an unused Gift Card?
Unused Gift Cards may be refunded within 100 days of purchase. Please contact us with your order details to request a refund.
Can I return a print purchased with a Gift Card?
Standard (non-custom) prints purchased with a Gift Card follow our standard cancellation policy. Custom prints purchased with a Gift Card are non-refundable per our custom order policy.
What if my Gift Card is lost?
Unfortunately, we cannot reissue lost Gift Cards. Please keep your Gift Card email safe, as it contains your redemption code.
Shipping
Where do you ship to?
We currently ship to the United States and Canada with flat-rate, all-inclusive pricing. If you are located outside these areas, reach out to us before placing your order and we'll do our best to accommodate you — please note that shipping rates to non-standard destinations may be higher.
How can I check the status of my order?
You can check your order status by visiting the Check Order Status page, or by logging into your account and viewing your order history. You can also contact us directly with your order number.
What shipping carriers do you use?
We ship via DHL, UPS, and FedEx depending on your location and order size.
Do you deliver to PO Boxes, APO, FPO, or DPO addresses?
Due to carrier restrictions, we may not be able to deliver to PO Boxes or military addresses. We recommend using a standard street address when placing your order. If you've already placed an order with one of these addresses, contact us and we'll do our best to help.
How long does production and shipping take?
- Acrylic: Please allow up to 14 days for production.
- Metal & Canvas: Typically ships within 7–12 days.
Shipping time is in addition to production time and varies by destination.
Do you offer expedited shipping?
We do not currently offer expedited shipping. Every order goes through our manual quality inspection process to ensure your print meets our standards before it leaves our facility.
What should I do if my order arrives damaged?
We're sorry to hear that. Please contact us within 7 days of delivery with photos of the damaged item and packaging. We will arrange a replacement at no cost to you. If your package is visibly damaged upon delivery, you may refuse the shipment and contact us immediately.
What should I do if I received the wrong item?
Please contact us with your order number and photos of what you received. We'll make it right as quickly as possible.
What should I do if my order hasn't arrived?
If your order hasn't arrived within the estimated timeframe, please contact us with your order number and we'll investigate with the carrier on your behalf.
Returns
What is your return policy?
Because all of our prints are made to order, we do not accept traditional returns. However, if your order arrives damaged or is lost in transit, we will replace it at no additional cost to you. Simply contact us within 7 days of delivery with photos of the damage (required for insurance purposes) and we'll take care of the rest.
Can I exchange a print?
We do not offer exchanges. If you need a different size or material, please place a new order.
When will I receive my replacement?
Once we confirm your claim, we will process your replacement as quickly as possible. You will receive a new tracking number once your replacement ships.