Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked questions about our company, products/services, policies, and more

General Questions

Products/Services Questions

Account Questions

Technical Questions

General Questions

How can I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request. Each of our orders enter production by 10:30am CST each business day. If you need to modify or cancel your order, please contact our customer service team immediately by calling 563-928-6437 or emailing hello@shimlee.com
Do you have a physical store?
We do not have a physical store as we are exclusively online. However, we encourage our local customers to pick up their orders at our sister store, The Markket. Located at 200 N Locust Street in Edgewood, Iowa. The Markket not only features shimlee.™ products but also serves as a shopping destination showcasing our Kendrick Home prints and our Forever Cabinets.

Returns and Exchanges

Returns Policy
Review our returns policy HERE.

Gift Cards and Coupon Codes

Gift Cards are a type of prepaid card with multiple categories. These prepaid cards give customers more choice and flexibility with no fee.

Coupon Codes can be found during site-wide sales and events and are also awarded to contest winners.
How to Use Gift Cards and Coupon Codes:
Apply at Checkout:

  1. Add your products to your shopping cart.
  2. Proceed to you shopping cart and then "checkout"
  3. Continue to checkout your order including contact information, shipping address, billing address, shipping/pickup option and onto the payment area
  4. Payment area will include a box to enter codes. Please enter the code you were given exactly as it was sent, include dashes and numbers, capitalization can be sensitive.
  5. If the purchase is larger than the balance, you will need to use a Credit or Debit Card to pay the remaining balance.

To check the balance call (563) 928-6437

The funds on these gift cards do not expire

Coupon codes usually have an expiration date

Our Products

Search for Products
Know exactly what you want? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. We also feature a search button at the bottom of the page in our footer for easy mobile access.
Why shimlee.?
shimlee.™ is a family owned and operated business located in Edgewood, Iowa that uses real North American hardwood. For over 30 years, shimlee’s parent company, Kendrick Forest Products, safely harvests timber while ensuring re-growth. After the lumber is processed, shimlee.™ signs are made by our craftsman before they receive the print that you provide. At shimlee.™, we use the industry’s best equipment to ensure a high quality product. Your photos are printed using ECO-UV ink to produce high quality graphics that are durable, vibrant, and beautiful.

We are proud to be made in the USA.
Are we environmentally friendly?
By responsibly harvesting trees we use the bi-product from the logs for rail road ties, cabinets, home decor signs, shimlee.™ photo prints, mulch, compost, sawdust, and much more. There is no part of the tree that goes to waste and by working with like-minded people we are able to continue to responsibly harvest trees. We encourage you to take a tour of our facility, that explores the process from start to finish. We hold ourselves environmentally responsible and strive to practice our profession in an environmentally safe manner. In doing so, we continually improve our process to achieve minimal waste and we use vendors that have that same mentality.
How long does a shimlee last?
Our UV-cured ink prints on real North American hardwoods and are designed to last anywhere from 40-100 years depending on environment conditions and the level of care given to them.
Can I hang my shimlee. outside?
shimlee.™ wood prints are natural products and are subject to damage from moisture. We recommend mounting them indoors only.
How long will my order take to complete?
All online orders placed before noon (12PM) CST will be received into production on the next business day. Our standard production time is 2-3 business days. If your photo requires any editing, your production time may increase. Our average shipping time is 1-3 days.

Custom orders include design, approval, and production phases. The design phase may take 1-5 business days. The approval phase is dependent on customer response. The production phase is 2-3 business days.
What kind of wood do you use?
shimlee.™ is produced using North American hardwoods, locally sourced and sustainably harvested. We use Maple, Basswood, Black Walnut, and Birch.
How will the colors turn out on my shimlee?
shimlee.™ printed photos on wood have a warm color tone, vivid colors, and crisp detail. The wood grain shows through the lighter and white areas of the image. On products that have a natural wood background, the lighter tones in your photo will show the wood grain of the shims. Darker and colorful images use more ink and show less wood grain through the images.

Photos on wood with the "no woodgrain please" selected will print crisp colors reflected in your original photo. Our high quality prints create masterpieces with your memories.
Can the wood grain be the same on all my prints?
No. Much like a finger print each piece of wood has it's own pattern, swirl, loop and design created by nature. No two pieces are alike. And since we use the real wood grain instead of an imitation, each print will have a slightly different wood grain. 
I do not like the wood grain effect, do you have another option?
Yes. We understand that wood grain isn't everyone's idea of a great picture and we have an option with a crisp color and still a part of the wood print family. All of our products have the option of "No Woodgrain Please" to have your favorite memories printed on wood, just without the wood grain effect. This option takes an extra step in production by painting the boards white before printing, similar to printer paper this creates a clean, crisp surface that allows your picture to be printed true to color and exactly like your original photo. 
I do not like the lines and seams in my print, do you have another option?
Although the majority of our photo prints are made of wood shims built together that create seams, we understand that some may like the look of one solid piece to capture their moments. Our wood circle photo prints are made of one solid cut piece of wood and do not feature any seams or lines in their print.

Care and Display

How do I mount my Shimlee to the wall?
Most shimlee.™ sizes do not need a hanging mechanism to hang securely on a wall. Those that do not require a hanging mechanism may be hung from the top frame of the print. Products that are 16x20 or 20x16 and larger as well as those with no framing, (like the staggered or circle prints) come with a provided wire hanging kit. Follow the easy to hang steps to customize your hanging settings and location for the perfect fit into your home and space. Our shimlee products also look great free standing (depending on size and if on a secure surface) or leaning.
How will my Shimlee react to humidity and light?
Each shimlee™ is produced from hardwood lumber that has been kiln-dried to minimize shrinkage and expansion. However, wood behaves like a sponge, absorbing and releasing moisture based on the surrounding humidity. Small separations between the wood planks can occur in dry conditions, such as in winter without a humidifier, and they may swell back up in humid conditions, like in summer without air conditioning or dehumidification. Wood is also photosensitive and may change slightly in color with exposure to light. These changes in the wood are natural and part of the charm of having Real Moments on Real Wood™.
How do I take care of and clean a Shimlee print?
To dust off your shimlee™, a dry rag should be all that is necessary. For deeper cleaning, you can use a damp cloth or even soap. Our special ink is UV-cured and will not bleed if it becomes damp. Do not use chemicals to clean.

Custom Services

Do we offer rush orders?
At shimlee we understand that important life events can unexpectedly happen. If you have an urgent need, we’ll do our best to help. Once an order has been placed our standard is to have your moment on real wood and ready to be shipped/local pickup within 3 business days. If you want to ensure it’s ready within 2 business days for delivery/pickup - there’s a $50 fee, 1 business day is a $75 fee.

*If ANY customization is required, please call for timeframes*
Can I mail you a physical copy of my photo to use for printing?
No, all photos must be sent to us in a digital file. However, most printing service stations do offer a scanning service, allowing you to get a digital copy of your image which you can then use to create your own shimlee.™

You can also stop in at The Markket in Edgewood, Iowa where they can scan in your media on their high-resolution photo scanner and email it to you so you can complete your order.
Do you offer photo editing?
Yes. We offer touch-up and photo fix options that you can choose when creating your shimlee.™. Check out the upload editor before processing your upload. The editor includes blur, touchup, black & white, sepia, and adding text.
Do you offer custom sized wood prints?
Yes. We do offer custom sizing. We are limited to some long sizes due to material limitations, but are happy to subsite material to still achieve your imagery goals. Custom pricing and design fees apply.

Start by filling out our CUSTOM FORM online.
Do you offer custom designed wood prints?
Yes. We do offer custom designs. If you can imagine it and give us enough details, we have yet to find a project we couldn't handle or create. Custom pricing and design fees apply.

Start by filling out our CUSTOM FORM online.

Account registration, sign-in, & password

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Uploaded Images Questions

What kind of photo looks best printed on wood?
The higher the quality of the picture, the better it will look when it is printed. We gladly print photos from cell phones. Our website is set up to refuse low quality images in certain sizes. So upload in confidence that your prints will look wonderful!

You can also email the image to our team and they will gladly take a look and recommend a size for printing: hello@shimlee.com
What file format do you accept?
JPG, PNG, PDF, JPEG. Or you can upload your photos right from Facebook or iPhoto. We have noticed problems with iPhone "live" photos that are saved as a .HEIC file. Low resolution can also be caused by downloading your images from your social media profile or screenshots. 
Recommended pixel size for Shimlee prints:
ornament - 369x369 pixels
4x4 product - 351x351 pixels
6x6 product - 441x441 pixels
5x7 product - 369x513 pixels
8x10 product - 585x729 pixels
10x14 product - 729x1035 pixels
12x12 product - 873x873 pixels
11x14 product - 801x1035 pixels
12x24 product - 873x1737 pixels
16x16 product - 1161x1161 pixels
16x20 product - 1161x1449 pixels
16x28 product - 1161x1737 pixels
20x20 product - 1449x1449 pixels
12x36 product - 873x2592 pixels
24x24 product - 1737x1737 pixels
24x36 product - 1737x2601 pixels
30x40 product - 2169x2889 pixels
How do I check the pixel size of my photos?
From Computer: Right click on the file of the picture, select “Properties” then select the Details tab. Scroll down until you see the image section with the dimensions (width and height) listed, it should show the pixel sizes of your image.

DPI stands for Dots Per Inch, and it's important if you're looking to print an image. You'll need to make sure the DPI is high enough for the printed product comes out as clear as possible. Luckily, this can be checked in a few simple steps.
  • Alternatively, open the image in Microsoft Paint. Click "File" and then "Properties." Find "Resolution."
  • On Mac, open the image in "Preview." Click "Tools" and then "Show Inspector." Find the "Image DPI."
  • On Windows, right-click the image and click "Properties." Click the "Details" tab and find the DPI underneath the "Image" header.
  • From iPhone: click on ⓘ (i in a circle) and view image details with the dimensions (width and height) listed, it should show the pixel sizes of your image.
  • From Phone: click on three dots, select details, view and look for the dimensions (width and height) listed, it should show the pixel sizes of your image.

Order status & history

Tracking an Order
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier's website. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1-3 business days from the time your order has shipped.
Order Statuses
Order Submitted - "Placed"
Once you have placed your order on shimlee. and your credit card has been authorized, your order status will appear as "Placed"
Order Processing - "In Progress"
We do not maintain inventory or stock of our products. Once you place your order, our team will commence production of your piece. Your order status will display as "In Progress" during this period. Please allow 1-2 business days for your order to be processed, including production, printing, and another 1-3 business days for your order to arrive via ship. Each piece is made to order and meticulously crafted by our team with care.
Order Delivery - "Completed”
Once we have assigned the package as ready for pick-up or added a tracking number to your order, and it has left our shop, the order status will appear as "Completed."

Canceling or Modifying an Order

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request. Each of our orders enter production by 10:30am CST each business day. 

If you need to modify or cancel your order, please contact our customer service team immediately by calling 563-928-6437 or emailing hello@shimlee.com