FAQ's My Order & ROES
Im a New User. What is my account number?
Once your first order is placed, our computer system will automatically generate an account number which we will promptly email to you.
Do I need an account number to place my first order in Roes?
To place your first order in Roes, you simply need your login and password that has been approved by Simply Canvas. We ask all new registrants to submit their first order in ROES as a new user. Once your first order has been received and invoiced by Simply Canvas, you will then receive a computer generated Account Number by email.
Can you look up my log in and password information if I have forgotten it?
Yes, please call or email us at newaccounts@simplycanvas.com and we will happily look up your account information.
If I already have the ROES software with another lab, do I still need to launch yours?
Yes, you will still need to launch our software so that your order comes to us for processing.
Will I receive confirmation or notice once my order has been received?
When submitting your order through ROES, you should see a message of Sent! Thank you! once your order has been sent from the queue. Also, once we receive your order and invoice it, you will receive an email stating that your order was accepted, invoiced, and is entering our Printing Department. If you have not received an email invoice within 24 hours of submitting your order through ROES (48 hours if placed on a weekend or holiday), please call our Customer Experience Representatives at 330.673.1823 to verify receipt of order.
Do you work with consumers?
Simply Canvas a pro-only lab that focuses 100% on canvas prints (gallery-wrapped and non-stretch) and must approve all submitted customer registrations as professional photographers and artists.
I am trying to place an order on ROES and when I click on "Order Here" on your website it says Im already logged on and won't let me order.
Once you are logged on simply scroll halfway down the page to the ROES icon and click on it to download the software and place your order.
How can I view my Order History online?
Due to the new launch of our site, we are still under construction of Online Order Tracking and History. Our new, expanded and customer-friendly order tracking system should be on-line within the next couple of weeks. In the meantime, our customer experience team will be happy to track your orders for you. Email customerservice@simplycanvas.com with your Customer ID and Order Number and we will get back to you as soon as possible. If you need immediate help please feel free to call customer service at 877-803-6366.
(Please note: You will receive a customer ID number after you place your first order. If you do not have your customer ID number, have forgotten it or it is not working correctly, please email customerservice@simplycanvas.com. We will locate your correct information or reset your account to function properly)
Can I view and submit images from previous orders?
Unfortunately, the ROES ordering system does not allow customers to view images from past orders. While Simply Canvas does have the capability to look up your past order, we kindly ask that all new orders be re-submitted to ensure all specifications listed are current and correct and that each new order receives a number for tracking purposes. Simply Canvas does not store images on file for pro-longed periods of time as images are exclusively used for your private printing purposes.
What if I need to cancel an order?
If an order has been accidentally submitted more than once, please call Simply Canvas Customer Experience immediately to verify and void the duplicate order(s). If you need to cancel an order altogether, please call us within 24 hours of placing your order. If the order has already been printed and charged, we cannot cancel your order due to the custom nature of the product.
Do the files go directly to print once I place my order?
All images will be viewed and verified for correct set up, contrast and color by Simply Canvas print artists before being submitted for production. If there is an issue with your file, you will be contacted before your image goes to print.
How do I upload my image in ROES?
To upload images into ROES, go to Get Images in Step #2 to search your personal computer files for your image. Once you have selected your images, you can drag and drop specific images into your template in Step #3. View Ordering Videos.