Frequently Asked Questions
Faq's

How do I order?
Ordering is easy with an intuitive interface and step-by-step navigation. Here is an overview:
1. Go to our website (if you have not already done so).
2. Choose your shape and size desired.
3. Upload your photo; once you are satisfied with your preview, proceed to the checkout button.
4. Your shopping cart will appear with your order, shipping method, and fee. Complete the checkout process and your order will be produced.

What resolution should my image be for uploading?
We typically like to say the higher the resolution the better. The resolution rate from most current digital cameras works perfectly for our canvas products. If your camera is 5 mega pixel or higher and you've taken the photo at the highest setting you won't have a problem. If you are not sure about any of that, you can check the file size by right clicking on your image, then, click on properties, where the size will be displayed. You can always go ahead and upload your photos and our intuitive image-editing tool will give you a warning if the resolution is too low. The ideal rule of thumb is 1 megapixel per square foot, however a 12” x 12” print should be at least 1/2 meg. A 2ft x 3ft (=6 square feet) should be at least 3 meg.

Please note: All file formats should have a minimum of 300 dpi (dots per inch) resolution. Images designed for the web have a low screen resolution of 72 dpi. Print images need to be created at 300 dpi or there will be a substantial drop in image quality.

What file formats do you accept?
We currently accept JPEG files. You can try other standard formats and see if they are automatically converted. We would recommend that you convert these and check the resolution prior to uploading.

How do I upload my traditional flat prints?
You have three options:
Mail: You can mail them to us. Send to our address below with your contact information including email and daytime phone numbers. Once we receive your order, we will contact you to review your order and product requirements. If this is a valuable photo, please make sure you send it utilizing a trackable shipping carrier. We cannot accept negatives, transparencies, slides or any other related original media format. Send duplicates to avoid any unforeseen circumstances that can occur, such as loss or damage. We can accept prints up to 9x12 in size. Be sure to properly secure these items in a photo mailer to prevent damage in shipping.

Scan: You should use a flatbed scanner with a minimum resolution of 300 dpi. Make sure you save in RGB JPEG mode. Use a high quality low compression setting. See the suggested resolutions above for best results. Once you have your final acceptable image, you can then upload to our site.

Retail: There are many retail stores that will scan your photo for you and copy to a CD or DVD. Just be sure and share with them the scanning requirements above.

*We process manual orders currently at no additional charge. When sending in your photos or art, DO NOT SEND ORIGINALS. We cannot accept negatives, transparencies, slides or any other related original media format. Send duplicates to avoid any unforeseen circumstances that can occur, such as loss or damage. Locate the nearest photo lab to have duplicates made. We are not responsible for any loss or damage of your duplicate photos or images. We will do our best to return your images, however we reserve the right to reprint your duplicate image and send that to you in place of the prints you send us.

Can I upgrade my coupon?

If you are upgrading, you will just pay the difference between the retail values and shipping costs.
Please note: Not all vouchers and discounts can be upgraded/downgraded, please check the terms and conditions of your voucher to see if you qualify.

How do I edit my photos?
We have developed the best ordering site available. There are many onscreen options for you to edit your own photos. You are able to crop and adjust many other features including changing the color of the overall photo. Other features include changing the photo to black and white, sepia tone and using our advanced auto contrast and auto levels option to color correct your photos. This way you can see exactly what you get before it is printed.

Can I see my image before you print it?
Our onscreen editing will give you a proof of your product before it is printed. Don't like what you see, then change it as many times as you like before ordering. If you have already placed an order and would like another proof before printing, it will be an additional $15.00 fee per proof. Please contact Customer Service at CustomerService@Photography.com to request and pay the fee in order to receive a proof.

What type of color management do you offer?

We print utilizing the best-of-breed printers, material, inks and coatings. All of this must be calibrated together. We use several devices from X-Rite Corporation to keep your print calibrated to manufacturer and Color.org specifications.

What if my photos have a copyright on them?

We are not permitted to reproduce copyrighted material. Since you are uploading and creating your own product, it will up to you to make sure you are not violating any copyrights. You may also email a Copyright release form to the Customer Service Department at CustomerService@Photography.com.

Can you color match previous orders?

If you have ordered a b&w or sepia toned print from us in the past and would like us to color match it, please reference the previous order number in the notes section. We will try our best to match your previous order history.

Photo Clocks Product Specific FAQ’s:

 

Photo Clocks Quality:
Photo Clocks are printed on aluminum that has a coating applied with state-of-the-art coating machines. The coating that is applied sometimes contains some small imperfections such as small divots or bumps. We inspect each sheet carefully and if there are imperfections, we place them in the most unobtrusive parts of the image. We cannot remake prints due to these imperfections.

 

Photo Clock Print Finish:
Photo Clocks are printed with high quality UV heat cured printers. A thin layer of white coating is applied to the aluminum to enhance the color process. This process produces a vibrant satin finish. Due to a layer of white coating applied beforehand, we recommend that you take this in consideration and use a photo with minimal white for best results. We do our best to print your order as placed however, there is a slight cropping variation of 5% due to your image printing full bleed. The quartz movement operated photo clock has an integrated built-in hanger on the back makes for easy display and requires 1 AA battery (not included).

 

How do I set my clock?
Set time by advancing the minute hand (NEVER the hour hand) or turn the hand-setting knob on the back of the hanger clockwise or counter-clockwise to the correct time. Photo Clocks only arrive with 2 hands, the hour and minute. A normal characteristic is the flexibility of the time hands, which can slightly bend during shipping. No need to worry, simply adjust manually and the pliable material can easily straighten.


What is Quartz movement?
A quartz movement utilizes a battery as its primary power source and is typically the type of movement that you will find in standard watch.


Can I hang my Photo Clock outside?
Our Photo Clocks are made from .045” aluminum and designed to last a lifetime. They will not rust or tarnish. The images are printed and UV cured to the front however not designed to be in direct sunlight. You may hang them outside, but we cannot guarantee that the prints will not eventually fade. You do not want to get them wet or hang them where weather could cause damage.

 

What about shipping?
We ship your product using the best possible way to get your product to you safely and in a reasonable amount of time. We typically use DHL and Federal Express, but sometimes the United States Post Office does a better job in certain locations. If you do not receive your product within 7 business days after our posted production time, then please contact our support email at: CustomerService@Photography.com and we will get back to you.

What are your shipping charges?
Shipping charges are based on the size, weight, value and destination of your package(s) and also include labor, packing/wrapping, packaging supplies and materials. Individual orders may be shipped together and will incur the individual shipping charges since a majority of the fees are in the items above, less freight cost. Your shipping charge will be calculated prior to entering your payment information.

What if I want to ship to someone else?
When you place your order, we will prompt you for a shipping address.

Can I ship to Canada?
Sure, just review the charges prior to final checkout. The fees will be calculated there and will include everything including customs and duties.

Do you provide rush service?
You can opt to have your product shipped second day air, which would not change our standard production time. For a quote on rush production, please email or call our Customer Service Department.

Can you ship to a PO box?
We must have a physical address to ship to. If you have a PO Box or APO box, you may contact us for additional options.

How are the products packaged?
We use specially designed packages for shipping. Photo clocks come securely wrapped and are held securely in the box.

What if my Photo Clock arrives damaged?
If you notice your package is damaged while your delivery person is having you sign for the package, please let the delivery driver know and have them note the damage. You will need to keep all packaging materials for inspection. Please handle your prints carefully. We cannot replace a print that is damaged from mishandling after you receive it. We have a very low rate of damaged packages but accidents do happen. If your package arrives damaged please take photographs of the damage and contact us at: CustomerService@Photography.com.

Do you guarantee your product?

Yes, our products are guaranteed. If when you receive your product you notice a problem, please contact our customer service department within thirty days of shipping. If your product is damaged, you will need to keep all packaging materials and take pictures of the box and all packaging. We will work with you on a replacement or solution to your issue. All we ask is for you to return the product at your expense. CustomerService@Photography.com




 

What is your privacy policy?

Please review the policy on our website.

I do not see the size that I want; do you offer custom sizes?
Yes, we can create any size product including any other large format offering. We have many sizes to choose from. Please contact our Customer Service Department at: CustomerService@Photography.com for a fast quote on your custom size or product.

I am a professional; do you offer discount prices and quantity pricing?
Yes, we do. Please contact our Customer Service Department at: CustomerService@Photography.com for more information.

What payment methods are accepted?
We accept Visa, MasterCard, Discover and American Express. Your card is charged at the time of checkout online.

The order said it was declined or the transaction could not be completed, what happened?
For security, our merchant services provider verifies that all billing information for the credit card matches what the bank has on file. If the billing address you entered does not match the card you used, the transaction will be declined. Be sure to also verify that the number, expiration date and security code are all typed correctly. If you still have trouble there may be a communication error with your bank, please contact them for more information or contact our customer support department at: CustomerService@Photography.com.




 

What if I made a mistake and need to cancel my order?
If you have made a mistake with your order or need to cancel it, contact us immediately to make corrections. Please call during our business hours of Monday through Friday, 9am to 5pm Central time, after hours email: CustomerService@Photography.com. We typically start the production process within a few hours of your order. Once the order has been processed, unfortunately we cannot make changes.

My coupon code does not work?
Please check the code and make sure you have entered it correctly. 
Make sure the coupon has not expired. If you have a valid coupon and it still does not work, you can contact our Customer Service Department at: CustomerService@Photography.com. 




What if I forgot my password?
If you forget your password, go to the, "Login page" and click the link that says, "Forgot your password?" You will be prompted to enter in the email address from the account and the site will email you instructions. Your existing password or a temporary password will be sent to you.

Production Time
Please note that order fulfillment includes time to manufacture the product along with packing and wrapping. Shipping typically runs an additional 3-5 business days in the US and longer for the holidays. (Excluding shipper delays) Our current estimated time to manufacture most products is currently approximately 10-15* business days and may be longer during the holidays and peak ordering times.

This time estimate is assuming your image is received “print ready”. Images requiring “intervention” special handling will be put on hold and take longer and delay production process. Orders requiring intervention include some of the following issues, special requirements, low resolution, too dark, too bright, general low quality photos, cropping problems, changes and inquiries including delivery information and other related issues. Since most products are customized, production times are estimates and or not guaranteed.

*Please see our Terms of Use and Warranty Policy stated on our web ordering sites. All policies, terms of use and warranties apply to all products including retail, walk-in, online and mail in orders.

*Please Note: We are unable to store completed customer orders longer than 90 days. All unclaimed completed orders not picked up or if your product is undeliverable due to no fault of our company after 6 months, may be discarded with no refund given.