Frequently Asked Questions

Learn more about Urban Road

Shipping & Production

How long will my order take to arrive?

Each order includes both production and delivery timeframes:

Production

  • Canvas, framed and poster prints: up to 7 business days
  • Rolled prints: up to 5 business days

Delivery (Australia)

  • Metro & regional: 3–5 business days
  • WA, NT, TAS & rural: 5–10 business days

Once dispatched, you’ll receive tracking details to follow your delivery.

Where is my order?

Your order is likely in one of two stages: production or delivery.

Production takes up to 7 business days (5 for rolled prints), as each piece is made to order. Once your order ships, you’ll receive a tracking email.

If you haven’t received tracking yet, your order is likely still being produced. If you're unsure, feel free to contact us and we’ll check it for you.

My tracking isn’t working — what should I do?

Tracking updates can take 24–48 hours to appear after dispatch. If your tracking hasn’t updated after this time, please contact us and we’ll look into it for you.

My order says delivered, but I don’t have it

If your order shows as delivered, please check around your property, with neighbours, or your local delivery depot. There should also be proof of delivery available via your tracking link. If you still can’t locate your order, please contact us and we’ll help investigate further.

Do you ship internationally?

We sure do! Premium Canvas Print prints stretched and framed are available in NZ, USA, UK & Europe. Product availability and sizing does depend on your location, shipping is calculated at checkout. For more information visit our shipping page here.

Do I have to pay customs or duties?

International orders may be subject to customs duties or import taxes depending on your location. These charges are set by your local customs authority and are the responsibility of the customer.

How much does shipping cost?

Shipping is calculated at checkout based on your location, order size and items in your cart. You’ll see the total before completing your order.

Can I track my order?

Yes — once your order has been dispatched, you’ll receive tracking details so you can follow its progress.

How is my artwork packaged?

We take great care in packaging your artwork. Each piece is securely packed using protective materials to help ensure it arrives safely and in perfect condition.

Can you do urgent production?

As all artworks are made to order, we work within set production timeframes. If you have an urgent request, please contact us and we’ll let you know what’s possible.

Has my order shipped yet?

Once your order has been dispatched, you’ll receive a tracking email with all the details.

If you haven’t received a tracking email yet, your order is likely still in production. Most artworks are made to order and take up to 7 business days to produce (5 days for rolled prints) before shipping.

If you’re unsure, feel free to contact us and we’ll check your order for you.

My package looks lost — what should I do?

If your tracking hasn’t updated for a few days or your order seems delayed, we recommend checking the tracking link first for the latest updates.

In some cases, delays can occur with the courier. If your order appears to be lost or hasn’t moved for an extended period, please contact us and we’ll investigate with the carrier for you.

Do you offer express shipping or faster delivery?

We don’t currently offer express shipping.However, we do offer an Urgent Production service, where your artwork can be produced within 3 business days.If you’re working to a deadline, please contact our team before placing your order and we’ll be happy to guide you on the best option.

Orders & Payments

How do I place an order?

Simply browse our collection, choose your artwork, size and finish, then add it to your cart and head to checkout. Once your order is placed, you’ll receive a confirmation email with all the details.

What payment methods do you accept?

We accept all major credit cards, PayPal, Afterpay and ZipPay so you can choose the option that works best for you at checkout.

Can I change or update my order after placing it?

We’ll always do our best to help, but as all artworks are made to order, there are a few timeframes to keep in mind:

  • Within 24 hours: changes to artwork (image or size)
  • Up to 72 hours: frame colour changes may be possible (we’ll need to check)
  • Address changes: possible any time before dispatch
  • After dispatch: no changes can be made

If you need to update your order, please contact us as soon as possible.

Can I send my order as a gift?

Yes — you can send your order directly to the recipient by entering their details at checkout. We don’t include pricing in our packages, so it’s perfect for gifting.

Can I get a copy of my invoice?

Yes — if you need a copy of your invoice, simply contact our team and we’ll be happy to provide it.

I’m having trouble logging into my account — what should I do?

We use a passwordless login system, so you’ll receive a one-time code (OTP) via email to log in.

If you’re having trouble:

  • Check your spam or junk folder, as the email can sometimes land there
  • Allow a minute or two for the code to arrive

If you’re still not receiving your code or having issues logging in, please contact us and we’ll be happy to help.

Why should I create an Urban Road account?

Creating an account makes it easier to manage your orders and checkout faster in the future.

With an account, you can:

  • View your order history
  • Save your details for a quicker checkout
  • Track your orders in one place

You can still check out as a guest if you prefer, but an account makes things a little more convenient.

Returns

What is your return policy?

We’re here to help if something isn’t right and will always do our best to make it easy for you.

Damaged or faulty items

  • Let us know within 30 days and send through a few photos
  • We’ll organise a replacement or store credit for you

Change of mind

  • Get in touch within 30 days
  • Items need to be unused and in their original condition
  • We can offer an exchange or store credit
  • Return shipping costs are the customer’s responsibility
  • Please note, custom orders are not eligible for change-of-mind returns

Can I return an item if I’ve opened it?

Yes — as long as the item is unused and in its original condition, it can still be returned.

What if I don’t have the original packaging?

We recommend returning items in their original packaging where possible. If not, please ensure the item is securely packaged, as items damaged in return transit may not be eligible for full credit.

Do I have to pay for return shipping?

Yes — return shipping costs are the responsibility of the customer for change-of-mind returns.

What happens if my item arrives damaged?

Please send us photos within 30 days of delivery and we’ll arrange a replacement or store credit.

Do you offer refunds?

We offer exchanges or store credit for change-of-mind returns in line with our returns policy. If there’s an issue with your order, please contact our team and we’ll work with you to find the best resolution.

Can I swap my order for something else?

Yes — if you’d prefer something different, you can return your item and exchange it for another piece or receive store credit. Items must be unused and in original condition, and return shipping costs apply.

Styling

Can you help me choose an artwork?

Absolutely — our team is happy to help. You can also use our “View in Room” app on your phone to preview artworks and find the perfect fit for your space. Download the app here.

What artwork should I choose for my space?

We recommend considering your room size, colour palette and the mood you want to create. If you need help, feel free to reach out — we’re happy to guide you.

Product Information

What is the difference between canvas and paper prints?

Both options use premium materials, but they offer different finishes:

Canvas prints are printed on polycotton artist canvas using archival inks, then stretched and gallery-wrapped over a 38mm timber frame. The image continues around the edges, creating a seamless, painterly, museum-style finish.

Paper prints are Giclée printed on archival-quality fine art paper, including 100% cotton rag options, producing sharp detail and a wide colour spectrum. They are typically framed behind UV-protective acrylic for a clean, refined, gallery-style look.

What is the difference between canvas options?

We offer three canvas options to suit different styles and spaces:

Stretched Canvas (Ready to Hang)

  • Printed on premium polycotton artist canvas using archival inks for rich, long-lasting colour
  • Professionally stretched and gallery-wrapped over a 38mm timber frame- Image wraps around the edges for a seamless finish
  • Arrives ready to hang with pre-installed D-rings and hanging wire

Framed Canvas (Shadow Box Frame)

  • Stretched canvas set within a solid timber shadow box frame
  • Features a 5mm gap between the canvas and frame, creating a refined floating effect
  • Frame moulding: 10mm wide × 55mm deep
  • Adds approximately 40mm to the overall artwork size
  • Arrives ready to hang with D-rings and wire

Rolled Canvas (Unframed)

  • Printed on durable, museum-quality matte polycotton canvas using archival inks
  • Delivered rolled in a protective tube- Includes a 60mm mirrored edge to allow for gallery wrapping
  • Not ready to hang and requires stretching or framing

What is a framed print?

Our framed prints are designed for a premium, gallery-quality finish:

  • Giclée printed using archival inks on fine art paper, including cotton rag options for exceptional detail and colour
  • Professionally mounted on premium foam-core to prevent rippling or warping over time
  • Finished with UV-protective acrylic glazing (lightweight, shatter-resistant and visually similar to glass)
  • Framed in precision-milled, FSC-certified solid timber
  • Available in black, white, oak and walnut finishes
  • Frame moulding options:
    - Standard moulding: 20mm wide × 20mm high
    - Premium moulding: 30mm wide × 45mm high
  • Optional matboard, printed border or full-bleed finish available
  • Arrives ready to hang with pre-installed D-rings and hanging wire

What materials are used in your prints?

We use premium, archival materials across all artworks to ensure long-lasting quality:

  • Archival inks for vibrant, fade-resistant colour
  • Polycotton artist canvas for canvas prints, offering durability and a refined texture
  • Fine art paper, including 100% cotton rag options, for exceptional detail and colour depth
  • FSC-certified solid timber frames, sustainably sourced and precision-crafted
  • UV-protective acrylic glazing, which is lightweight, shatter-resistant and protects your artwork

Each piece is made to order and individually quality checked before dispatch.

Are your frames real wood?

Yes — all of our frames are made from FSC-certified solid timber. Each frame is precision-milled for a clean, contemporary profile and finished in high-quality coatings such as black, white, oak and walnut. As timber is a natural material, subtle variations in grain and colour may occur.

Do you use glass or acrylic?

We use premium UV-protective acrylic rather than glass. Acrylic offers the same clear finish but is significantly lighter, shatter-resistant and safer for transport, while also helping protect your artwork from UV exposure.

Are your artworks ready to hang?

Yes — our ready-to-hang artworks arrive with everything you need for easy installation:

  • Pre-installed D-rings & Hanging wire

This applies to:

  • Framed prints
  • Stretched canvas
  • Framed canvas

Rolled prints (canvas or paper) are delivered unframed and are not ready to hang.

Will colours look the same in real life?

We do our best to display colours as accurately as possible, however slight variations can occur due to screen settings, lighting conditions and natural material differences. These subtle variations are a normal part of the production process and contribute to the unique finish of each piece.

Why does my artwork look slightly different from the website?

We do our best to display colours and finishes as accurately as possible, however slight variations can occur due to screen settings, lighting conditions and natural material differences. These subtle differences are a normal part of the production process and contribute to the unique finish of each piece.

How do I care for my artwork?

To keep your artwork looking its best, we recommend displaying it away from direct sunlight, excessive heat or high humidity, as these conditions can affect the materials over time.

For cleaning, gently dust the surface with a soft, dry cloth. Avoid using water, sprays or chemical cleaners, especially on canvas or framed prints.

With the right care, your artwork is designed to maintain its colour and quality for years to come.

How do I know if an artwork is in stock?

All of our artworks are made to order, which means they are produced specifically for you once your order is placed.

This allows us to offer a wide range of sizes and finishes without holding excess stock, while ensuring each piece is carefully made and quality checked before dispatch.

We do offer a small selection of in stock and ready to ship artworks, you will find these on the Sale page of the website. This items are usually dispatched next day.

Can I order a custom size?

Yes — we can create custom sizes for selected artworks.

If you have a specific size in mind, please email our team info@urbanroad.com.au with the artwork details and your required dimensions, and we’ll be happy to provide a quote.

Promotions

Why isn’t my discount code working?

Your code may not apply if it’s expired, limited to certain products, or can’t be used with sale items. Only one code can be used per order. If you’re unsure, feel free to contact us.

Can I use multiple discount codes?

Only one discount code can be applied per order.

Can I apply a code after ordering?

Discount codes must be applied at checkout and can’t be added once your order has been placed.

Do you run sales or promotions?

Yes — we run seasonal promotions throughout the year, including Black Friday and EOFY. To be the first to hear about new releases and exclusive offers, you can sign up to our newsletter.

Trade & Wholesale

Can I apply for a trade account?

Yes — we offer trade accounts for eligible customers. You can apply for a wholesale account here.

Do you offer trade or bulk orders?

Yes — we offer trade and bulk order options. Please contact our team for more information.

Can I get a quote?

Yes — if you’re working on a project or bulk order, feel free to reach out and we’ll be happy to provide a quote. email wholesale@urbanroad.com.au or call 07 4229 0859

General

Do you have a physical store?

We are an online-based business, allowing us to offer a wider range of products and made-to-order options.

Where are you located?

Our head office is located in Burleigh Heads Queensland. Our artworks and wallpaper are produced in Australia, with local production also available in selected international regions.

How can I contact you?

Our friendly team is here to help. You can reach us via phone, email or chat and we’ll get back to you as soon as possible.

For general inquires call 07 4229 0860 or email info@urbanroad.com.au

For wholesale inquires call 07 4229 0859 or email wholesale@urbanroaad.com.au

What is the View-in-Room app and how do I use it?

Want to see how an artwork looks in your space before you buy? Our free View-in-Room app lets you do exactly that! Using augmented reality, you can virtually place any artwork on your wall straight from your phone.

Just download the free Urban Road app, browse our collection, and use the AR feature to preview any piece on your wall. For best results, make sure your room is well lit and use an Apple device if you can — the colours will be truest to life. Download the app here.

Do you have a catalogue I can browse?

Yes! Our 2026 catalogues are available to browse online — perfect for finding inspiration or planning your next space. View them here.