Paper Trails

    Frequently Asked Questions

    • My digital print hasn't arrived

      We double check every order for any obvious errors before sending them out, so please allow up to 24 hours for your download email to arrive. If you need it urgently please email us.

    • Where is my physical print?

      It can take between 48 - 72 hours of lead time before prints can shipped which is due to processing and printing time at various locations worldwide. Delivery times after that depend on country… see estimated times below.

      👉 Please note: shipping times exclude customs delays as these are unfortunately out of our control.

    • Do you offer tracking?

      We have tracking for the majority of orders which are sent out via email once dispatched, however some locations we might not be able to do so due to cost and logistics.

    • Where do you ship to?

      We currently ship to the 23 countries listed below.

      IMPORTANT: due to certain logistics we're unable to ship framed prints to certain countries, including the US. We suggest purchasing a paper-only print and purchasing a frame locally.

    • How much is shipping?

      Shipping is free, no matter where you are! 🤸

    • The app isn't loading on my phone/browser

      We aim to support every browser and device we can, but there might be issues loading our Create page, specifically for iPhone users. We're planing on resolving these issues in the future, but we ask that you bear with us until then and try a different browser or device if possible.

    • What paper do you use?

      We use 200gsm Enhanced Matte Art paper, which is a premium, heavyweight and slightly textured fine art paper with a smooth, clean finish.

    • I don’t use Strava

      No worries! We accept GPX or KML files from most popular devices, which you can upload manually.

    • My Strava activities aren't loading

      Make sure you the Strava activities are yours, they are public and that you've ticked 'View data about your activities' when Strava asks you for access.

    • Can I add multiple routes?

      Of course! Theoretically there's no limit, though we constrain all activities coordinates to 1000 points. Ultimately it depends on how many routes your computer can handle.

    • Can I use miles instead of kilometers?

      We’re currently looking into this but for now, we suggest converting your values manually and entering them into the relevant text areas within the print. Regardless, data from Strava or GPX files will always be measured in metric units and we’d recommend that you double-check the values are correct.

    • Does it come framed?

      Of course! Please select which framed option you'd like when creating your print.

    • Are my card details secure?

      We use Stripe to handle all transations using a certified, secure encryption and do not store any financial data ourselves.

    • Do you offer returns or refunds?

      Since a print is highly personalised we can’t offer returns, but if you're really unsatisfied please let us know what it is you’re not happy with and we can either sort it out or offer a full refund.

    • Can I just purchase a map without an activity/route?

      Absolutely! You could make a print of any area such as your local neighbourhood or a memorable, special place. If you don’t want any text labels, just delete them from the text fields in the ‘labels’ section and they'll disappear from the print.