Frequently Asked Questions

GETTING STARTED WITH PHOENIX MEMORIAL PORTRAITS

How do I place an order on Phoenix Memorial Portraits online store?

We have created a quick and easy online ordering system which provides you with all the necessary tools to place your order effortlessly anywhere you are! Our simple drop down menu allows you to easily access all our products & graphic options which makes for a fast and time saving way to get your order to us.

Simply log into your account in the “My Account section”, click on “New Order” and fill in the requested information on each drop down menu option.

If this is your first time ordering with Phoenix Memorial Portraits you can register by clicking here and a sales representative will contact you shortly for further information on how to proceed.

Where’s my order?

After placing an order with us, you will be able to track the order status at any time of the day! To find your order’s status please log into your account and click the “My Orders” tab in the menu options. All of your orders to date are displayed in this section, and statuses are displayed in red on the right hand side. If something does not seem right, please contact us and we will look into it for you.

Can I change my order?

An order can be changed by either disapproving a proof and requesting some modifications  (if one was originally requested on the order) or by calling 1.888.881.8081 and speaking with a representative. Please be advised that once an order has been approved or sent into production any additional changes thereafter will incur extra costs.

Can I cancel my order?

Depending at what stage your order is at, it can be cancelled by calling us directly at 1.888.881.8081. Please be advised that once an order has been approved or sent into production partial costs will be charged on the order.

Can I request a proof before production and is there an extra cost?

Absolutely! There is no extra cost for a proof to be produced. Simply request one when placing your online order using our drop down menu ordering system.

How do I view my proof?

Once a proof is completed it will be generated and uploaded to your online account and can be viewed at anytime upon logging in. Additionally, once the proof is uploaded online an automatic email will come your way notifying you of the proof delivery on the online store.

How long should I expect my proof to be available for viewing online?

A proof is completed between 1-3 business days. Need a proof sent over urgently? No problem! Give us a call and our customer service department will  place an internal rush with our graphics department and have a proof sent over within a few hours.

Can I disapprove my order because I want to use a new picture for a new proof? How do I proceed?

Yes! Once you receive your proof and if you are not completely satisfied with the picture you’ve submitted, kindly disapprove the proof and send over the new picture by email at sales@phoenixmemorial.com . We will gladly rework the order using the new picture and have a new proof generated for approval. Please note extra graphic charges may apply if you have requested additional image treatment on the new photo submitted. Please do not submit a new order for the new picture as this new order will lose its priority in line.

GRAPHIC DESIGN & PHOTOGRAPHY

What is the resolution needed in order to get the BEST quality portrait?

Resolution is the degree of detail visible in an image. Photos are comprised of pixels or, dots of color.

  1. High resolution means there are many dots per inch resulting in a crisp and clear picture.
  2. Low resolution means fewer dots per inch, and poorer quality resulting in a grainy and blurry picture.
  3. Our Graphic experts recommend to aim for at least 300 dpi for the desired image size.

We want you to love your final product. If you are worried about how your uploaded image or photo is going to look, give us a call or send us an email and we’ll take a look for you.

Can my photo be change from color to black and white or vice versa? Is there a charge for this?

Changing a photo from black and white to color is not a problem, and a quick and easy task to attain.

If you would like to add color to a black and white photo this requires some extensive image treatment. Call us and one of our graphic experts will be happy to assist you in answering your questions regarding this matter.

My photo needs to be restored due to damage, is this possible?

Our graphic department’s team is trained to be the best in the industry, bringing your photos back to life and restoring the memories of loved ones. Damaged photos with scratches, water damage or wear and tear can be rebuilt without a problem. If you need more information or if you would like to get a quote please contact our customer care department at 1.888.881.8081.

I would like to have a collage of several pictures on one portrait, can this be done?

It would be our pleasure to design any sort of collage you would like. Our online ordering system currently only allows for a maximum of 5 photo uploaded at a time, however if you require more pictures to be included please contact us by email and we will gladly help make your vision come to life.

Can I include a signature or text/poem to my picture?

Yes! Including a signature or text/poem can be added to your memorial portraits. Be sure to request a proof to see the final graphic design before production.

SHIPPING AND DELIVERY

Click Here to be redirected to our shipping and delivery page for more information.

INSTALLATION

How do I install a Phoenix memorial portrait?

The best and most durable method to install a Phoenix Memorial Portrait is by recessing it directly into the marker using a high bonding 2 part epoxy resin such as Domo or similar. It is important to note that using this method you must wait until you receive your portrait in hand, this will ensure you of the exact size you will need to recess.

Another method is using the 3M Double sided tape which can be purchased upon placing your order, this will be assembled and shipped with your order. It is an easy alternative to recessing but it is highly recommended to add a small amount of the 2 part epoxy resin in the center of the portrait for addition support as the 3M tape alone in time will not stand weather conditions. Once your portrait is centered and placed on your marker a clear silicone joint should be added around the edge of the portrait so to prevent and water infiltration.

How I can I clean hard water off the surface of the portrait?

The most simple maintenance in keeping your memorial portrait looking clean is regularly using a soft bristle brush and a few drops of dishwashing liquid and water, this will avoid any mineral deposits, dirt or stain marks