ORDERING

What software do you offer and support?
Which software should I choose?

For simple ordering, ROES is a great option. ROES Events (an option within ROES) is a powerful tool for school and sports photographers for a more automated ordering workflow. Photoreflect LE/ExpressDigital Darkroom offers full-featured solutions that allow you to do everything from color correcting, to adding borders to your images, and posting your images online. Flow is intended for high volume school photographers. Contact Customer Service for assistance choosing the best software for your workflow needs.

Is there a charge associated with downloading your software?

We offer ROES (including ROES Events) or the PhotoReflect LE software for free. ExpressDigital Darkroom Core, Pro, and Assembly, and Flow (by Photolynx) are available for purchase, and discounts may be available. Contact Customer Service for pricing and details.

Can I submit my orders on CD or DVD?

We only accept orders on discs that have been created using our ordering software. Discs submitted that have been created without using these programs will not be eligible for our professional pricing. If you’re having problems submitting orders using the software or are interested in learning about our Custom Order Entry Services, please contact Customer Service for assistance and information.

What is the best way to place an order?

You may place your orders through ROES or Photoreflect LE/ExpressDigital Darkroom based on whichever software meets your workflow needs. FLOW is also available for high volume school and sports customers. If you’re unsure about which to choose, Customer Service can help you make an informed decision.

Are all of your products and services available in all of your ordering software programs?

The majority of our items and services are in both ROES and Photoreflect LE/ExpressDigital Darkroom. The exceptions are gallery wraps, press printed products, green screen services, yearbook and administrative CDs, custom composites, and custom order entry services, which are only available in ROES at this time. The pricing and turnaround time information for all products is the same in all programs.

What is your cut off time?

Orders must be received by the lab before 11:00pm EST Sunday through Thursday nights (7:00pm EST for Lab Corrected prints or products, and Competition Prints) to be put into production that evening. Orders submitted after these cut off times will be put into production the following business day. View more information about our Production Schedule here or in our Price Guide.

How can I view the status of my order?

You can view the status of your orders by logging in on the “Order Status & History” section on our site. Your orders will be displayed with helpful information including the current status, the date the order is due to ship, and more. You can also view the shipping and tracking information there for orders that have already shipped. Additionally, you can view shipping information on the Shipping History page, and/or in the shipping notification emails. With either option you’ll be able to see the order details and shipping information (including any tracking numbers) on the night your order ships. To choose to receive the shipping notification emails, log in and edit your account information or contact Customer Service.

Will the font I've used on my images be transmitted with my order?

This depends on which software you’re using to submit the orders. Any fonts applied in ROES will come through to us successfully. Fonts added to images using Photoreflect LE/ExpressDigital Darkroom are based on your personal computer’s collection. If you submit an order using a font we don’t have, we’ll notify you. You can then either email us the font to use with your orders, or we can substitute the font. Please be advised that we do NOT have the ability to choose a specific substitute font. Contact Customer Service to confirm that we have the specific fonts you need prior to creating your orders.

Can you provide me with a list of the fonts you have installed at the lab?

We have thousands of fonts installed and are constantly adding more, which makes it impossible to provide a full list. Most orders are processed without any problems, but occasionally we do receive orders requiring fonts we don’t possess. If you have any doubt about whether we have the font you’d like to use, contact Customer Service.

Should I flatten my images containing text and graphics before sending them to you?

We typically advise that you add text and graphics to your images using ROES or Photoreflect LE/ExpressDigital Darkroom, rather than flattening the file, in case your image requires color/density corrections. When files are flattened, we are only able to make corrections to the whole image, which means any flattened text and/or graphics will be altered as well. If you’re sure your file should be printed without any corrections, it’s acceptable to submit flattened images with text and graphics. For assistance, contact Customer Service.

Will I receive a confirmation email after I've placed my order?

Yes, you’ll receive a confirmation email once your order has been received by the lab. This email will contain the order number, order contents, shipping method and address, the date the order will ship from the lab, and the estimated date the order should be delivered by. You can view the status of your orders by logging in on the “Order Status & History” section on our site. Your orders will be displayed once they’ve been received here at the lab with helpful information including the current status, the date the order is due to ship, and more. Customer Service can also confirm whether an order has arrived to the lab. Please do not hesitate to contact us if you would like to confirm receipt of your order, or if you need to cancel or make changes to an order.

I've placed an order and haven't received a confirmation email. What should I do?

If you haven’t received an email within 30 minutes after submitting the order, be sure to check your Junk Mail or Spam folder in your email client. You can also log in on the “Order Status & History” section of our site and see if the order is displayed there. If you still haven’t received an order confirmation, contact Customer Service.

How can I cancel an order I've already sent to the lab?

To cancel an order, please contact Customer Service as soon as possible. The sooner you contact us, the more likely it is that we’ll be able to cancel it.

What's the difference between Direct and Lab Corrected prints?

Orders for Direct prints are not corrected for color or density, however ALL orders are proofed by our technicians. We’ll notify you if we foresee problems with your color/density. Lab Corrected images are corrected for color and/or density by our technicians. Retouching services are also available for more extensive work. For pricing for these prints and services, view our Price Guide. Please contact Customer Service for more information.

Do you automatically color correct my images?

To ensure your satisfaction, all Direct prints are reviewed by our technicians and may be corrected if needed. We’ll notify you if we foresee problems with your color or density. For more specific or intensive color correction, we offer Lab Corrected prints. If you prefer that your orders are printed with no corrections applied, please contact Customer Service to add this to your account preferences.

What is a batch color/density correction?

A batch correction is an overall color/density correction applied by our technicians to ensure the color and density is consistent throughout your order, and is typically used as the starting point when you’ve ordered Volume prints. These corrections are most effective when the images in an order have been shot and exposed consistently. However, our technicians still look through the entire order, and will make specific adjustments to images that were not sufficiently corrected by the batch correction. If we foresee problems with your color/density for an order, we’ll contact you to discuss your options. For tips on how you can shoot more consistent images, visit our Color Management page or contact Customer Service.

What's the difference between Volume Packaged and Volume Non-Packaged prints?

Volume Packaged: Orders must consist of 50 or more print units and will receive a batch color/density correction. Contact Customer Service for more information about what packaging materials and other options like sorting, bundling, labeling, reorder inserts/stuffers, are available.

Volume Unpackaged: Orders must consist of 50 or more print units and will receive a batch color/density correction. Prints are then packaged together (NOTindividually in poly bags or envelopes by sitting).

Can I order multiple paper surfaces within the same order?

Yes, you can order Luster and Glossy photographic prints within in the same order, as long as they are within the same category (i.e. Direct, Lab Corrected, Volume Packaged, or Volume Unpackaged. For pricing and more information on our turnaround times, view our Price Guide.

I want to order Direct and Lab Corrected prints within the same ROES order. ROES indicates that I'll lose my order when I try to change catalogs. How can I place an order with items from multiple catalogs?

ROES orders can only contain items from one catalog, so you’ll need to place separate orders. However, we are always happy to ship orders together when possible at your request. Please contact Customer Service about this option.

I want another copy of a print I already ordered. Do I need to send a new order or just contact Customer Service?

To get an additional copy printed, you’ll need to resubmit the order. If you have any problems or questions, please contact Customer Service.

Can I send an order to be broken up and drop-shipped to different customers?

Unfortunately, we are unable to split up orders once they’ve been submitted. Each order can only be shipped to one address, and must be ordered separately. For assistance placing drop-ship orders, please contact Customer Service.

My files look different in the ordering software than in Photoshop. Is that how they're going to print?

If you’re using the ROES software, be advised that images may appear to be slightly discolored or at a lower resolution than what you see elsewhere. Your files will be sent to the lab as you see them in your editing software. To ensure that the color/density you see on your monitor is the same as what we’ll see at the lab, you’ll need to calibrate your monitor to our specifications. We suggest that all customers submit an order for two free evaluation prints to get started with this process. View this information and more on our Color Management page, or contact Customer Service.

Does the lab adjust the cropping on my prints after I send them?

We do not adjust the cropping of any images unless you’ve requested otherwise. We strongly recommend that you review your order prior to submitting, to ensure you are satisfied with the cropping of your images. If you have an order that requires specific instructions, please contact Customer Service prior to sending it to discuss your options.

How do I order a print size that is not listed in your software?

To order a print size not found in the ordering software, we recommend that you contact Customer Service first. We may be able to add the print size to the software for you. You can also order the next size up, and have the print trimmed to the size you need. For this option, you’ll need to edit the image in Photoshop or another editing program prior to ordering to format your image to the exact size needed. You should then place the image on a canvas/file sized to the dimensions of the next standard print size up that’s available within the ordering software ( i.e. to order a 15×18 print, size your image to 15×18 and then place it on 16×20 canvas/file) at 300 DPI. Please justify the image to the upper left corner, fill the excess/bleed area around the image with a contrasting color, and add text requesting that we trim the image to the desired size. Save that file as a JPEG and then submit the order as usual. Please leave an order comment indicating the size the image should be trimmed to, and/or contact Customer Service.

Do you automatically adjust the sharpness of my images?

We do not apply overall sharpening to images by default. For severe cases, we do offer image sharpening as a Retouching service, which is available for $25.00 per image. For more information, please contact Customer Service.

Can I add white or black borders to the edges of my images?

There are several ways to add borders to your images, but the option to automatically add borders in the ordering software isn’t available at this time. You can add borders through a photo editing software such as Photoshop, and then submit orders as usual. Additional options are available for creating borders within some versions of the ordering software, which may meet your workflow needs. Contact Customer Service for more information. Please keep in mind that borders may be uneven due to our automatic paper cutters, which automatically trim 1/16-1/8 of an inch from two sides of the prints.

What options do you offer for proofs?

We offer a variety of proof options. Many customers choose our Proof Envelopes. Some customers prefer to order proofs in smaller sizes like 4×6, or as contact-sheet style prints in larger sizes like 8×10. We also offer Press Printed Proof Books. You can easily design proof page layouts within the ordering software, or in a separate program such as Photoshop. View all our pricing and additional information in our Price Guide, or contact Customer Service for more information.

How many pages does each proof book hold?

Our Press Printed Proof Books have a maximum of 100 sides/50 double-sided pages per book (2 sides (front and back) make 1 page). For pricing, view our Price Guide.

Do you have templates available for album and proof book pages?

We offer pre-designed contact sheet-style proof book layouts in ROES. You can also create a variety of album and proof page layouts within the ordering software, or in a separate program such as Photoshop. Please contact Customer Service for more information and assistance.

Can you place my school or sports orders for me using my images and completed order forms?

Yes, we offer custom order entry services. Please contact Customer Service for more information and pricing. We can also help you determine what ordering software may meet your workflow needs.

What are units and combination prints?

A “unit” is common term used by volume school and sports photographers to describe an 8×10 or 7×10-sized photographic print. “Combination” prints (or “sheets”) are 8×10 or 7×10 prints with several different sizes of the same image tiled on the page. Common examples of combination prints include a sheet of 8 wallets, a sheet of 2-5x7s, a sheet containing a 5×7 and 4 wallets, etc. Adding combination prints to your packages can be a great way to lower your costs and increase your profits. Combination prints are available in all versions of our ordering software within the photographic print categories. To view our print pricing, see our Price Guide. Contact Customer Service to learn more about these options.