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FAQs

Advice and answers from the Craft & Oak Team

Do your prints come framed?

We do not offer frames. 

For reference, for all customers:
Our prints are sized 12" x 18" inches or 18" x 24" inches. 

The prints are designed to fit any 12x18 or 18x24 inch frame.

In centimeters:

12x18 = 30.50cm x 45.70cm
18x24 = 45.70cm x 60.96cm

Thank you for checking us out!

Where do you get your Map Data?

City Prints:

We use OpenStreetMaps, a website dedicated to bringing map data available to the public under the Open Data Commons Open Database License (ODbL).

Star Map Prints:

We utilize an open source astronomy database and layer it with software to bring you stunning visuals on the exact alignment of the Stars for any date!

What's your Privacy Policy?

We keep all of your data secure. We do not sell or share your information with anyone else. For a more detailed explanation of our privacy policy, please visit our Terms of Service

Do you have ideas or feedback about our product?

We would love to hear it! We are always striving to improve our website and user experience. Reach out to us via the contact form or social media, we look forward to hearing your input!

Are your products eco-friendly?

We strive to collaborate with suppliers and partners who can deliver shipping products which are 100% recyclable. If you are interested in collaborating and think you can improve the eco-friendliness of our products, drop us a line!

What kind of paper do you print your maps on?

We use a semi-glossy matte paper from different paper suppliers. The ink we use is fade-resistant. The paper is of high quality. Much sturdier than a typical poster print, at a weight of 216 g/m2, or about 8.1 mills.

What sizes do you offer for your posters?

In the US/Canada/Australia/New Zealand/UK:
We currently offer two sizes: 12x18" and 18x24".

In Europe:
We currently offer 30x40cm and 50x70cm.


We plan to release more sizes in the future and would love to hear your feedback! Please drop us a line via the contact form.



What is CraftOak.com?

YourOwnMaps is the place to get a beautifully customized printed map that is unique to you and your life. With our proprietary map editor, you can choose any location in the world and turn it into a beautiful printed poster. Commemorate milestones and achievements by adding custom captions. Our prints make a perfect gift for any occasion! After your order is placed, we send your order details to our hand-picked printers. They print your product, and deliver it safely to your door in a timely manner.

My street/road is missing - why??

This is most likely because the distributor of map data we use (OpenStreetMaps) does not have that information, so unfortunately we do not have it either.

If you have feedback regarding this, please let us know via our contact form.

Is there a discount if I buy posters in bulk?

At this time there is no discount for buying posters in bulk, but please feel free to send us a note via our contact form for further inquiry. We would love to work together to accommodate your needs.

Do you do collaborations?

Depending on the collaboration, we are interested.  If you are a local artist looking to collaborate on a custom product - please send us an e-mail below.

For Influencer Marketers: We typically work with influencers with over 100k followers and a historical track record of advertising data (statistics on impressions and others). 

Let us know if you'd like to collaborate and send all your details/rates/etc to the below email address.


Send us an email at [email protected], and use the subject line "Collaboration"

Do you accept international credit cards?

Yes. So long as it’s a VISA, Mastercard, or American Express - we accept it.

There's always a PayPal option as well. 

Do you accept PayPal as a payment method?

Yes, we are proud to accept PayPal! Simply enter your details in checkout.

Can I cancel or modify my order?

Your order can be canceled or modified if it has not been sent for processing yet. We typically process all our prints daily in the morning on weekdays, Central Standard Time.

Please send a help request to our team: [email protected], and we will do our best to accommodate you.

In the next quarter, we will be introducing a method in which you can modify your own order and be sent a preview of your product before it gets processed.

You can submit a request here.

Why is my purchase button not working?

This sometimes happens with our customers when they are using Internet Explorer. If you could try a different browser, we find that this usually works. Also, clearing your cache of your current browser has been known to solve this issue as well.


Here are two browsers we recommend:


Google Chrome ( https://www.google.com/chrome/browser/desktop/index.html)

Mozilla Firefox ( https://www.mozilla.org/en-US/firefox/)


We apologize for the inconvenience of this issue, please let the team know via our support system if you are still having this issue and we can help you personally troubleshoot it further!

What if the product is lost in the mail?

If your order is lost or damaged, please contact us. Let us know any of the following information to help locate it in our back-end system - the more information you provide us, the better we can help you figure out where your package is / figure out the next steps to resolve your issue.

  1. Your order number (if you have it)
  2. The e-mail you used to purchase the order
  3. The name your package was addressed to
  4. The shipping address you used in association with this order
  5. The date or time you placed your order
  6. What the contents of the order were (Star Map, City Map, and of what location?)

You can submit a request here.

My product was damaged during shipping - what do I do!?

If the product was damaged during shipping, no problem. Send us a photo of the damage to the poster, package, and we will produce and ship you a new one - free of charge.

You can submit a request here.

What is your Return Policy?

If for some reason you do need a return, the following below is our return policy, also listed on our Terms of Service.

Return Policy 

If for some reason you are unsatisfied with the quality of your print, your product gets damaged in the mail / during manufacturing, or the product does not arrive within 15 business days (domestic) and 28 business days (intl) - we will see that you get a replacement product or possibly, a refund. Refunds are made on a case-by-case basis, but generally, products that have been kept for longer than 21 days may not be returned. Similarly, we are not responsible for orders that do not arrive on time for a specific occasion/holiday, products that are accidentally ordered/now unwanted, or spelling errors made by the end user. Of course, we want all our customers to be satisfied, and if you have a specific question/case that does not fall within this policy, please send us an e-mail at: [email protected]

Refund and Cancellation Our promise is that we thrive to satisfy our customers and we will make exceptions when necessary to ensure a greatly exceeded customer experience when buying our product.

  1. Once the order was placed and we receive it, we will deliver within 15-30 business days. Generally we are well covered and since our product is manufactured in the United States. At times, we can expect quicker delivery due to our proximity to customers. What we can’t control is that the customer provides us with a correct delivery address during the ordering process. In such cases we won’t be able to guarantee a return if the error was due partly to the purchaser.
  2. In the case where our local printing partners are not able to deliver the ordered merchandise for us and they are not able to fulfill their contractual obligations, then we will inform the customer immediately that the product ordered is not available. We want to ensure our support of our American local printing partners so we are often choosing the local suppliers. This means they may need some time to adapt to our high amount of orders but we want to grow with them and support the local community. We will however inform you the customer immediately in case there are any delays, therefore this does not result in a non refundable case.
  3. Once the goods are shipped the risk of goods that may be damaged or perished passes on to the buyer, this means that we, PHYB LLC will not be liable for any damages caused by the shipping company. 
  4. Since the merchandise/maps are designed and customized by the user on www.craftoak.com, there is no right for refund if the design is not due to the standards of the customer/purchaser. In such a case this order is not eligible for a return.
  5. If the shipment information provided by the customer was incorrect at the time of order, this results in a case where an order is not eligible for a return for such reasons as delay in shipment, etc.

You can submit a request here.

What if I entered the incorrect address for shipping?

Please contact us as soon as possible, so we could change the address before your oder is sent to printing. 


If the address was incorrect because of a problem on our end, we will send you another map free of charge.

My Order Did Not Arrive in Time For My Special Occasion

Hello!

While we do our best to get all our packages ready and shipped, unfortunately, it is not Craft & Oak's responsibility to ensure that your package arrives in time for an occasion. We are dedicated and committed to getting you your order in a timely manner as described in our terms and service and shipping times article, and would rather the package get to you safely and in one piece rather than rushing the process it takes to quality check and safely package each custom item.

Sometimes delays will happen in either processing or shipping, and the majority of the time we are able to deliver packages that are aligned with our estimated shipping times. 

Attached is our article for shipping times: http://help.craftoak.com/shipping/shipping-times-and-delivery

Thank you!

My package tracking says "Delayed". Help!

Delays in shipping sometimes happen due to re-routing on our shipping provider's end.  After we ship the packages, we don't have as much control as we'd like over our shipping provider (USPS) and any re-routing that may be necessary on their end. 

In our experience, packages that are listed as "delayed" will be sorted out by the USPS and sent to our respective customers, usually we have seen that the delays are not longer than a few business days. If you are experiencing a longer delay than 3-4 business days, we recommend calling or going into your local USPS post office with the tracking number - the postal service may have more detailed tracking information than what can be seen through our tracking link.

If your tracking's status has been "delayed" for longer than 7-10 business days, please write us and we will see that a possible replacement gets sent out.

"Delivered" tracking status, but I can't find it

There are three typical scenarios that cause this issue:

  1. The overwhelmingly majority of the time, the shipping carriers may update the status to "Delivered" just when your package has made it onto the carrier vehicle, allow 1-2 business days for delivery. 
  2. Another situation when the tracking information states that your items have been delivered but you have not received it, check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
  3. Lastly, carriers may mark the package as "delivered", but in the event that no one was home, they took it back to their facility.

Most of the above issues are resolved naturally - the packages generally get delivered within 1-2 business days.

If you still do not have your package in the next 3 business days after the delivery date on the tracking link, please contact us and we will work with you for a resolution.

Our e-mail is: [email protected], or you can message us on our chat service in the bottom right corner of your screen on the homepage.

We will always do our best to assist you, but Craft & Oak's does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

Resources:

United States Postal Service (USPS)
You can reach USPS HERE or by calling 1 (800) 222-1811 for domestic or international assistance.

United Postal Service (UPS)
You Can reach UPS HERE or by calling 1 (800) 742-5877 for domestic assistance.

Why is my package / tracking stuck in "Pre-Shipment"?

If it's been quite some time (4+ business days after your order), and your package is stuck in the "Pre-Shipment" state - this is because sometimes our shipping provider may have not scanned the package when it was received.

After your order is placed, typically it is shipped within 1 or 2 business days at most. We find that the majority of these packages that are in this "Pre-Shipment" state eventually get updated and delivered to their destination on-time.

If you're still experiencing the same message after 7 business days, please write to us and we will help you troubleshoot further.

I did not receive my tracking link / where is my order?

If you did not receive your tracking link, please get in touch with us let us know any of the following information to help locate it further - the more information you provide us, the better we can help you figure out where your package is.

  1. Your order number (if you have it)
  2. The e-mail you used to purchase the order
  3. The name your package was addressed to
  4. The shipping address you used in association with this order
  5. The date or time you placed your order
  6. What the contents of the order were (Star Map, City Map, and of what location?)

Once we have some or all of this information, we can do a better job of tracking down the package and provide you with a tracking link, estimated delivery date, or order status.

Thank you!

Shipping Times and Delivery

We Offer FREE Shipping to most places in the world!

We have two options for shipping - these times are estimates only from the time of order - allow additional 2-3 business days for processing.

There are a few places we do not deliver to, unfortunately, due to our packages having a tough time reaching their destination, and those countries will be disabled in our checkout.

United States:

  1. Free Shipping: Estimated 4-10 Business Days using USPS First Class (tracking included)
  2. Priority: Estimated 4-6 Business days using USPS 2-Day Priority (tracking included, can sometimes be faster than Express in certain areas)

Canada:

  1. Free Shipping - Estimated 7-15 Business Days (tracking included) via Asendia

Australia/NZ:

  1. Free Shipping - Estimated 10-20 Business Days (tracking included) via Asendia

Europe/Scandinavia/UK:

  1. Free Shipping: Estimated 14 Business Days (tracking included) via Asendia

Parts of Asia:

  1. Free Shipping: Estimated 14 Business Days (tracking included) via Asendia

Middle East:

  1. Free Shipping: Estimated 14 Business Days (tracking included) via Asendia

Latin America:

  1. Free Shipping: Estimated 14 Business Days (tracking included) via Asendia



Is there tracking available for my package?

Yes. In your order confirmation e-mail, there is a link for you to track your package. If you have problems, please contact us.

International Shipping [Customs and Taxes]

While we do ship Internationally, to the EU, Canada and beyond, sometimes your product may be held up at customs due to various reasons and subject to import duties.

For the EU:

The TARIC ( https://en.wikipedia.org/wiki/TARIC_code) for our goods is 4905990000.

Here is the accompanying link which describes these goods: http://ec.europa.eu/taxation_customs/dds2/taric/goods_description.jsp?Lang=en&LangDescr=en&SimDate=20170622&Taric=4905990000

You may reference the import calculator here:  http://importcalculator.com to calculate if any extra taxes (VAT or other) or custom duties are required for your package to be delivered to your address.

We offer free Shipping Worldwide.

What type of container do the products arrive in?

In the US, and EU - your custom print is rolled up safely. Depending on the number of prints you order, it may or may not come with kraft paper protecting it and for easy removal from the tube. It comes in a sturdy shipping tube with plastic end caps, taped up, to provide the best possible protection during transit. 

In the AU and CA - your custom print may be rolled up in a tube or it may ship flat, depending on the provider that we work with to fulfill your order.

For framed orders, orders ship in a framed box. 

If you have any questions or concerns, feel free to reach our help team.

STILL NEED HELP? SEND UD A NOTE!

For any other questions, please write us at [email protected]

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