FAQ

How do I contact you?  

Here is our email: [email protected]

What if I haven’t taken a DNA test?

Great question!  We know a secret…. There’s another way to get your ethnicity results with stunning accuracy.  If you have a FamilySearch account and have created a tree, we recommend that you go to Pedigree Pie at: https://pedigree-pie.fhtl.byu.edu/ .  This site will link to your FamilySearch tree and analyze your research for FREE to provide you with very accurate and INSTANT ethnicity results – based on the information in your tree.  When the instant analysis is complete, jot down the results, bring them back to our site and we can help you in creating a lovely keepsake for you or your loved one.  By the way,  This is a FANTASTIC way to obtain ethnicity results for your loved ones who have passed on, who never had the chance to take a DNA test!  Give it a GO!  You will be AMAZED!!

How do I upload my photo?

Click on the Upload Photo button. Your computer window will open for you to locate the picture you are wanting to upload to our site.  Click on your photo and then the Open button on the bottom right of the window.  If your photo file is large, it may take a minute to upload – be patient… it will load.

How long will it take to ship my order?

You should receive individually customized order within 1-2 weeks from date of purchase.

What image formats do you support?

All images should be submitted in .JPG or .PNG format.  We only accept raster files, not vector based files. Please make sure to submit RGB format files only.

For apparel products, we prefer a PNG file, with transparency for the non-printed areas.

How big should my image be?

A great default image size to use is, 6500x6500px at 300dpi or larger. If you’re creating artwork that doesn’t have text, like basic pattern designs or photography, you can use this default size and it’ll work across a large majority of our products. Your image will simply be cropped depending on the aspect ratio of the print area. To further streamline artwork creation, select the pixel dimensions for the largest SKU you’d like to offer in your store. When you upload your artwork, we automatically resize your image to fit the smaller print areas.

What is DPI, resolution and actual print file size?

Resolution: The measure of pixels in the display, usually expressed in measurements of width x height. For example, a monitor that is 1920 x 1080 is 1920 pixels across and 1080 pixels down.

We recommend that you do not resize your files when placing an order. Where possible, you should always save your work in as a high a resolution as you can. Because Resizing your image to make it larger won’t improve the print quality. Please send your images as their original size and in JPEG or PNG format. If the original image is too small to satisfy our minimum print resolution guidelines, you will be presented a warning message when it is placed into a product (shown below).  If you receive this warning, please do not resize the image–expanding the image does not improve print quality and in fact, may actually reduce print quality in addition to causing other problems.

Should I resize the image to a maximum setting?  

Please do not expand smaller images to larger dimensions. It will not improve print quality.  Extremely large image files may not be able to be processed at the lab and will require re-submission of the order with such images fixed.  A great default image size to use is, 6500x6500px at 300dpi or larger. If you’re creating artwork that doesn’t have text, like basic pattern designs or photography, you can use this default size and it’ll work across a large majority of our products. Your image will simply be cropped depending on the aspect ratio of the print area. When you upload your artwork, we automatically resize your image to fit the smaller print areas.

How can I track my order?

If tracking is available for your area, you will be provided the tracking number when your order ships.  Please check find your tracking number in your email box.

Do you guarantee the work?   

We strive to provide the highest quality products possible.  If for some reason there is a flaw in the product that you ordered, please write to us at: [email protected]

Do we accept returns?

Unfortunately, we do not provide refunds or returns. Each and every print of  DNA is personalized to our customers and cannot be reused. Please make certain that your order and shipping information is correct before you place the order.  Should something be printed incorrectly or shipped to the wrong address, please contact us as soon as possible. We will work with customers on a case by case basis, but cannot guarantee that we can correct an error that you may have made while ordering, before it is processed. Please contact us at: [email protected]