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faq's
GENERAL
| PLACING AN ORDER | PRO DESIGN

General Frequently Asked Questions
Hours of operation
Do I need to open an account to work with you?
What do I enter as my account number?
Do you offer shipping?

Hours of operation
Monday through Friday from 8:00am until 5:30pm

Summer hours
Monday through Thursday from 8:00am until 6:30pm
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Do I need to open an account to work with you?
You do not need an account to work with us. If you want to ensure seamless ordering you can call or visit before you place your first order. We can enter your studio information into our billing and printing software to make sure all of the information we need is in place. You may however just send us an order if you prefer to do that.
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What do I enter as my account number?
If this is your first time ordering, please enter your 10 digit telephone number as your account number. (please no spaces or hyphens, simply the ten digits)
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Do you offer shipping?
We can ship to you via UPS for a charge of $6.50 for any product order over a $20 minimum. If your order is less than the minimum, we will bill you the full cost of shipping to the specific address requested. We can also ship directly to your customer on your behalf for the full cost of shipping.
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Placing an Order Frequently Asked Questions
How do I submit my files to you?
Can I e-mail you my files?
What resolution and file format should my files be?
What surfaces do we print on?
What are the smallest and largest size prints you can make?
What is the differnece between photographic prints and press printed products?
What is a giclee print?
What is the difference between lab managed and studio prepared prints?
How do I calibrate my monitor? How do I use your printer profile?
What size are our scans?
How is retouching time billed?
Do you add sharpening to my files?
Do we process film? When?
What is the turnaround time for your products?

How do I submit my files to you?
You may upload your files through one of our complimentary software programs, EFTP or ProDesign. You may also submit your files through LabPrints if you have purchased that application. You may burn a CD of the images you would like printed and drop that off at the lab (please see terms and conditions for how best to setup your cd).
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Can I e-mail you my files?
Please do not email your files to us as they may get filtered out through our antivirus protection. Sometimes files that are being sent through email may be inadvertently reduce in size. To send us files electronically, please use the EFT or ProDesign. These application are a complimentary download from our website and allow you to control the crop of your image.
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What resolution and file format should my files be?
We recommend sending jpgs. Saving them at a level 12 compression will ensure the best resolution possible. Although we print at 250 dpi and suggest your file size to be the size you would like printed, you may send your original camera file jpg to us, as is.
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What surfaces do we print on?
We print on Kodak Endura paper in both a lustre and metallic finish. We offer giclee printing on canvas, watercolor, vinyl and repositionable paper. We also print on a number of other substrates such as metal, ceramic tile and polyester treated materials.
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What are the smallest and largest size prints you can make?
From a locket size up to a 40x60 on lustre paper.
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What is the differnece between photographic prints and press printed products?
Photographic prints are made on light sensitive paper that is exposed and processed through photo chemicals. The image is embedded in the paper. Press Printed images are created on regular paper and cardstock through a digital press.
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What is a giclee print?
A giclee print is created by applying prints directly onto the surface of the paper. Giclee printing will often involve alternative paper options such as canvas.
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What is the difference between lab managed and studio prepared prints?
Lab managed prints will be evaluated by one of our color technicians for proper color balance and density. Studio Prepared are run "as is". The photographer assumes the responsibility of having their monitor calibrated and have used our printer profile and calibration kit.
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How do I calibrate my monitor? How do I use your printer profile?
To calibrate your monitor you would need to purchase a color management kit, such as Color Monkey or Spyder. If you would like to see how closely your monitor is calibrated to our output, you should download our printer profile and following the Photoshop viewing instructions. Click here to contact us.
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What size are our scans?
Our scans are approximately 25MBS, depending on the film size and image matter.
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How is retouching time billed?
Retouching time is billed at an hourly rate of $60 per hour. There is a 15 minute minimum per project and we bill by the minute after that point.
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Do you add sharpening to my files?
We do not add sharpening to your files. Our 11x14 reprints and larger do have some minimal sharpening in the product.
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Do we process film? When?
We process C-41 film on Tuesdays and Thursdays. You should drop off your film before 11:00 to be included in the day's processing.
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What is the turnaround time for your products?
Most of our products are a 2 business day turnaround. Some services like canvases and gallery wraps are a 4 business day. Our sports made simple program and fusion books are up to 10 business days. Our album process can range between 2- 3 weeks depending on how quickly the pages are approved and cover order is placed. For specific turnaround times, please view the product information.
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Pro Design Frequently Asked Questions
Lost shortcut to pro-design on desktop, Why and how do I get it back?
Why won't my order transmit?
Unsuccessful or partial order transmitted
How do I save my order to work on later?
How do I save my complete order for sending at a later point?
Page Designer Functions
Montage
Editing and Item
Why don't I see all of the sizes available?
Sizes palette closed

Lost shortcut to pro-design on desktop, Why and how do I get it back?
Sometime when java updates, which is beyond our control, it has a tendency of removing the shortcuts to any application that is java driven. To get your icon back follow these steps . . open control panel, double click Java, in the General tab, in the Temporary Internet Files section, usually at the bottom, double click the View button, right click on Printmakers, ProDesign and click install shortcuts.
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Why won't my order transmit?
Orders stuck in the queue and will not transmit. This could be that there is a firewall preventing you computer from talking to our order server. Check firewall wall settings and select "allow" if it has been blocked.
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Unsuccessful or partial order transmitted
If your internet connection is lost or the application is shut down prior to completing the transfer, it will remain in the queue waiting to be sent. When ProDesign is reopened, it will alert you of an order in the queue waiting to transmit.
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How do I save my order to work on later?
If you would like to save an order to continue to work on at a later point, click on the "open and save" button. Choose "save this incomplete order" and that will pop up a navigation window where you may select the location on your computer to save the order as well as rename the order. Once you have saved the order to your computer you may close the program and reopen at a later point. When you want to work on the order again, click the "save and open" button and select "open an incomplete order". NOTE: please make sure you had not moved any of the image or mask files you had used in the order as it will prevent the program from restoring your order.
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How do I save my complete order for sending at a later point?
If and order has been saved for sending later, and other orders are being worked are selected to complete all orders will transmit from the queue. If the application is closed prior to sending the order which was saved for sending later, when ProDesign is reopened it will alert of an order in the queue which has not been sent.
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Page Designer Functions:
"Draw" tool = creates an image box, referred to as a node
"Text" tool = creates a text box, also referred to as a node
"Image" tool = will allow you to type text on a text node or move an image around on an image node
"edit" tool = allow you to move or change the size of your node
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Montage:
"Create New Montage" will create image nodes,(boxes), based on the instructions provided of how many across and down, gap between each and borders on the 4 sides. Once you have entered in all the information click "create new montage". If you want to make changes select new information for how many across and down then click "Recreate Montage", (If you click "Create New Montage" multiple times, it will add the new nodes to the existing nodes.)
When selecting borders size they are added to the gap of the image node.
(ie: if gap is .25 inches, and the border is 1 inch, the result of the borders is 1.25 inches).
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Editing and Item
When you select "edit" from the order review screen the "Add to Order" button is displayed as "Save". Weather you chose to edit the image or not, you must select "Save" prior to continuing.
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Why don't I see all of the sizes available?
If you are looking at the sizes displayed in the drop down menu under the "sizes" button, you will only see what your monitor is large enough to display. To view all of our sizes and products, please use the "Show Sizes Palette" and navigate from there.
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Sizes palette closed
If the sizes palette has been closed you can get it back by selecting sizes and clicking "show sizes palette"
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