Frequently Asked Questions
Order Process & Product Info
How do I place an order?
How do I place an order?
1. Choose Your Format
Select your preferred layout and product type: unframed archival paper, ready-to-hang timber frame, stretched canvas, or instant digital download.
2. Customise Your Details
Fill out all necessary information or use our editor where applicable to see a preview prior to purchase
3. Preview & Checkout
Review your live preview carefully before checking out, once submitted changes can't be made. (For custom or manual designs, our design team will email a digital proof within 2-3 business days before printing).
4. Print & Dispatch
We custom-print, carefully package, and ship your order with tracking. More on that below!
Can I make changes to my order after placing it?
Can I make changes to my order after placing it?
Your order is placed into production within 12 hours, to ensure fast dispatch. If you notice an error (e.g., shipping address, typo), please contact support immediately with your order number. If you order is already in production, unfortunately we cannot make any edits.
Do I get a preview of my order before shipping?
Do I get a preview of my order before shipping?
If you design using our Online Editor, this is the final version, by purchasing you confirm the design is approved.
For Custom/Manual Designs (including 'don't have route'), we always send a preview to your email within 3 business days for you to approve.
Is the design the precise location?
Is the design the precise location?
Always! We use the address you provide as the focal point of the map. We can design any location in the world.
Do you offer custom design requests?
Do you offer custom design requests?
We sure do, please enquire through our custom order page.
Do you offer custom sizing?
Do you offer custom sizing?
We can cater to most size requests, please enquire through our custom order page.
When will I receive my digital file?
When will I receive my digital file?
Designs made in our Live Editor: Delivered to your inbox instantly.
Custom/Manual Designs (including 'don't have route'): Designed by our team and emailed to you within 2-3 business days.
What format is a digital download?
What format is a digital download?
All files are sent by default in A2 size (420x594mm), which can be printed in A3/A4/A5 size. If you require a different size, please let us know when placing your order.
For best printing results, we recommend printing on low-sheen/matte paper with 200-250gsm.
Files are sent as a PNG, although some printing facilities prefer PDF.
What materials do you use?
What materials do you use?
All products are made using high quality materials. We don't use the cheapest option when sourcing our materials, as we want our products to last forever, along with their stories.
UNFRAMED PRINTS are available in a range of sizes and printed on 200gsm premium matte paper with archival inks. No frame is included.
FRAMED PRINTS are sustainably-sourced timber frames and printed on 200gsm premium matte paper with archival inks.
CANVAS PRINTS are printed on high quality canvas attached to a sustainably-sourced wood frame, mounting kit is included.
Custom Routes & Sports
My event isn't listed, do you have it?
My event isn't listed, do you have it?
We have most events in our archive outside of those listed in the dropdown.
Continue placing your order by selecting the "Custom Marathon or Run" option and either upload your activity or select "Don't have route".
What is a GPX file and how do I find it?
What is a GPX file and how do I find it?
A GPX file is GPS data that displays the route of your activity. Every activity recorded with a smart watch, device, GPS or Strava/Garmin will have a GPX file attached.
View our guide on how to get your GPX file from various platforms here.
If you're creating an Ironman print and want to know where to get the GPX files, view our guide here.
Can you use an image/screenshot of the activity to create the design?
Can you use an image/screenshot of the activity to create the design?
No, we require a link to the event, activity or run so we are able to map it correctly.
You can find many popular events and routes by searching "[Event Name] GPX" online.
How do I find my triathlon event online?
How do I find my triathlon event online?
We have most events in our archive outside of those listed in the dropdown. Place your order by either uploading your activity or select "Don't have route".
If you don't have your route, most Official Ironman websites will have the route, see our guide here.
Note that if your event is a small local event without the GPX files for the route online, you must provide the activity files.
My triathlon event didn't feature a run, ride or swim. Can I still order?
My triathlon event didn't feature a run, ride or swim. Can I still order?
Yes, you can change the type of activity to state whatever you wish in the corresponding "Text" fields. Or use the "photo" option to upload 4 photos.
Shipping & Tracking
How long until my order is dispatched?
How long until my order is dispatched?
Posters, Frames and Canvas are designed and fulfilled within 2-4 business days. Medal Display Frames are fulfilled within 4-8 business days.
For items designed by MYM after purchase (not created using our editor), we’ll send a preview via email for approval before shipping. If we don’t receive approval within 21 days, the product will be shipped as designed.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
How long does shipping take?
How long does shipping take?
Once dispatched, orders generally arrive within:
Unframed prints: within 3-7 business days.
Framed & Canvas prints: 4-10 business Days
Carrier delays or disruptions can occur and are out of our control.
All products are shipped in protective packaging and strong boxes, tubes and mailers, to ensure no damage during transportation.
We use a range of shipping providers based on destination, with most orders fulfilled in the receiving country to reduce our carbon footprint and ensure fast delivery.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Do you ship internationally?
Do you ship internationally?
We ship to most countries and provide a range of shipping options worldwide.
Duties and taxes are at the discretion of the customs offices at import. Any local duties and taxes that apply must be paid by the recipient upon delivery.
Where does my print ship from?
Where does my print ship from?
Where necessary, we ship with local print partners throughout Europe, Oceania, Asia, and Americas.
This allows us to get your order to you faster, and minimises our carbon footprint!
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Your order is placed into production within 12 hours, to ensure fast dispatch. If you wish to change the shipping address please contact support immediately with your order number.
Please note, if you are changing countries, different shipping rates may apply.
Duties & import taxes
Duties & import taxes
Duties and taxes are at the discretion of the customs offices at import. Any local duties and taxes that apply must be paid by the recipient upon delivery.
I didn't receive all off my order?
I didn't receive all off my order?
If you order more than one item, we often split shipments to ensure the items arrive safely. If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately.
If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Damaged or Faulty Items
My item arrived damaged - what do I do?
My item arrived damaged - what do I do?
We ship in high quality packaging to ensure your order gets to you safely, however sometimes transit damage is out of our control.
Please take a photo of the item and damage.
Contact us via email at hello@mrkyourmoment.com or via Live Chat with images attached for us to arrange a replacement.
Policies
Cancellations
Cancellations
We accept cancellations within 12 hours of an order being placed. Please note - we do not accept cancellations for digital orders.
Time and effort is put into every order to ensure a personalised and satisfying customer experience. Therefore, once the design process has started or a preview has been shared, the order cannot be cancelled.
Exchanges
Exchanges
As each order is custom we do not offer exchanges.
Returns
Returns
Given the personalised nature of the products, we do not offer returns.
Return to Sender
Return to Sender
If an order is returned to us due to an incomplete address or missed delivery attempt, original shipping and print costs cannot be refunded, as each custom print is made on demand and cannot be resold. However, if you purchased a framed option, we will gladly re-ship your order to an updated address for a discounted re-shipment fee.
