Frequently Asked Questions

Other FAQs

Ordering Photographs

Can I come back at a later time to finish my order?
Yes, we write a small cookie to your computer to identify your order. Orders are kept in the database for 1 month before deletion. So, if you come back on the same computer, your order will be there.

Can you put the order through for me, or do I have to do it online?
Yes, we can place your order for you if you wish. If the order was able to completed online however, a $15 handling charge will be added. If the order is large, requires scanning, or requires a file format other than JPEG, we generally will waive this fee. Orders requiring scanning are exempt from this charge as well.

Can I drop my photos off?
Yes, we have a locked drop box on the front porch. Please inquire for the current code, and do let me know when you have dropped something off.

Why do you charge a consultation fee if I want to drop off my photos or want to talk on the phone about the order?
Bottom line, is the bottom line. I am trying to keep prices as low as can be. This is not a large, factory production service. Therefore, you're dealing with me. A business needs to charge at least $60+ an hour to survive, and I am no different.

Consider the fact that an average session is 20 minutes. With a drop-off, I also need to write up the order, send out a PayPal invoice etc, which takes about another 15 minutes. Consider an order of say a scan and an 8" x 10" print, about $35. That's another 15 minutes of time, plus materials. So, I am now into this at 50 minutes ($50+) plus materials. No matter what the size, I am out 35 minutes, $35+ before I even start the order.

Also, 97%+ of all questions asked, have answers on the website.

Why I call them consultations.

Currently, free consultations are available for large orders (over $500). Otherwise, $30 minimum for 20 minutes. $1/min thereafter.

But, if you truly have a few quick questions, that cannot be done via email, email me to set up an appointment.

Do you have a store or office?
No, not at the moment. I had an office in downtown Plymouth but, when we moved our residency to Bristol, late 2019, I closed the office, and now working out of the house. True, I probably saw less than a dozen people a year, so it really doesn't make sense to drop $1500+/month to have one again. Most orders come through around the country online.

Another reason I try to discourage consultations. Just like when any company is coming over, I feel compelled to do more housework. Also, I take care of my grandchild after school, all day during Summer vacation, which makes it difficult.

Why is there a number in front of my file name?
We add a number in front of the file name to make that file unique. This is done to make sure that someone else with the same file name, like sunset.jpg, doesn't overwrite your file.

Do I need to pay for the order first?
Yes. This is a custom product that cannot be resold, nor can the time to correct it. While you may have buyer protections, we do not, and small claims court is usually too expensive and time consuming. This also keeps prices down as well.

Can I get the final printed file afterwards?
Yes. If you have used our scanning service, it is in the price. Due to monitor/screen differences, we have found it best to wait until you have received the order.

Other customers who did not use our scanning service my receive them by emailing us. It is $10 for the first file, $5 for each thereafter.

Do you supply a JPEG (Soft) Proof?
We can for large orders and for Pro prints. Sometimes we will for orders requiring a tricky crop. Do understand that unless you have a calibrated monitor, with the correct printer profile, you most likely will NOT see the same thing as the final print as far as brightness, contrast(s), gradations, and color.

Can you supply a printed (Hard) proof?
Yes, we can. Recommended for larger quantity print runs. Requires Pro grade service for first proof and normal shipping and handling charges for both sending and returning. Proofs must be returned signed. Additional proofs will be charged for regular service and S&H both ways. Final print will be charged as Basic service if little or no corrections are required. S&H charges apply if initial order is under $200.

We will not reprint or refund your money on large orders, prints with a quantity of 10 or more, more than 10 images in the order, or any combination there of. If doing many images, do one or two first and let's work out the nuances. If doing a large run, do one print first, again, to work everything out.

How are additional charges handled?
We will always get your approval before performing and charging for additional work. Typically, the extra charges are billed via email when your order is shipped. Payment is accepted through PayPal. If the extra charges amount to over 25% of the original order, we may require payment before doing the extra work.

If YOU change the order, either adding or subtracting to the cost, we will charge a $5 fee to either refund or request additional funds. This is to cover the costs of going to PayPal and making these changes.

Can you scan or digital capture artwork?
Yes, for original artists only, or with a letter from the originating artist indicating it is OK to do so, along with any terms and conditions. NOTE: First print (set-up) charges will be Pro Grade, PLUS $50. This normally gets us very close. The different pigments used in paintings, pastels etc often do not scan/photograph exactly as you see them, and some will never look the same (think high viz green, metallics, etc.) Therefore, I often need to make 6-8 prints to get to an acceptable point that visually, is very close. If afterwards, you need additional work, we can do that with additional charges. Please inquire.

What if I want to cancel my order?
OK, sometimes people supply me with inferior scans or photos. If I don't think it is worth proceeding, I may get in touch with you about it. If you decide to cancel, a full refund, minus any work that has been performed and a $10 cancellation fee will apply.

What file formats do you accept?
Please see our page about file formats for more information.

Can I schedule to watch you work on my image(s)?
Short answer, NO. But, I have shared a screen for cropping.

Uploading

After uploading a big file, I got a page can not be displayed error. What's wrong?
Most likely, you tried loading up a file over 40MB. Please reduce the file size.
Please see our page about file sizes for more information.

Do you have FTP capabilities?
Yes, we can set you up with FTP for large orders. Our order system utilizes FTP and can handle files up to 40MB in size which is usually more than sufficient. We can also do Dropbox and Google Drive.

Logistics

I don't live near you, is that a problem?
Most of our clients are not local to us in New Hampshire. We seldom get to meet the photographers or artists in person. Between email, the internet and quick shipping services it is not necessary for you to live near us.

How long will it take to reprint/enlarge my photo?
Generally speaking, we take 1-3 business days to ship your order or the first proof, depending on the type of service and the size of your order. For example, if you order Pro Grade Service with a scan, it could take between 7-14 business days to do the scanning, initial color correction and first proof. Scanning and color correction can be a very time-consuming process. Our owner Brian Sullivan, spent many years as a master photo lab technician in the Boston area, working with hundreds of photographers to produce high-quality prints. This part of the process should not be rushed because it directly affects the quality of subsequent prints. Once you receive your proof, you can either approve it, approve it with changes, or request changes and a second proof. If a second proof is necessary, allow a couple of days to complete this round of color correction and proofing. Once you approve the proof, it could take between 3-7 business days to print depending on the size of the order. If you are in a major rush and we have to bump other jobs to finish yours, a rush charge will be required.

How long do you keep my files?
Let us know if you think you will be re-ordering. We usually will keep your files on hand for up about 12 months without additional charge. Otherwise, files are usually deleted within two years or less of delivery.

How do I know that you won't sell my prints without my permission?
We would never sell a photographer's prints without their knowledge. If we were to violate our clients' trust, we would go out of business. Besides, I am a photographer myself and respect all rights of an artist.

Paper and Ink

Do you have paper samples?
At this time we do not. We are considering making some samples for purchase in the near future.

What type of paper can an archival photo be printed on?
We can print up to 16" inches wide on a variety of papers, and possibly 17" wide on some papers.
We keep Epson glossy, semi-gloss, luster, semi-matte and watercolor in stock.
Other papers and print lengths are available. Please ask.

Proofs

Is a proof necessary if I send a slide or transparency?
Yes. Certain slide films can be contrasty and may show a color shift. We highly recommend a proof so we can both see the color and decide if adjustments are necessary. If you send an accurate color representation, we can match the color before you ever see the proof.

Multiple Images

Can I Gang Print?
Yes you can. Gang printing can save money if you group multiple images to fit on one sheet of paper. Additional charges will apply if we gang them into one file, if we color correct the images separately or, if we trim the images per your request.

Do you do school packages?
Yes! we offer wallets, 4x5's and other common combinations. Price as an 8" x 11" and indicate what you need. Prints normally ship untrimmed.

Print Quality

Isn't everyone offering giclee printing doing the same thing?
No. The word Giclee (zhee-clay) is used to describe a certain standard in printmaking technology. Images or paintings are scanned to high resolution digital files. The artwork is then carefully reproduced using a high-end ink jet printer and stable pigment-based inks on various substrates. Unfortunately, the term has become diluted and giclee is often used to describe anyone with an inkjet printer. So, it's very important to ask questions and find out exactly what you're getting. There is a wide range of quality, longevity, and pricing.

How long will my Archival Photo Enlargement last?
The Epson Stylus Photo 4880 delivers archival results with reported lightfastness ratings of up to 200+ years in Album/Dark Storage. (NOTE: We will be updating this with the new Epson P-900 data, as it becomes available. )

Ratings with Displayed Prints With UV Glass/Filter:

Up to 116 years on Epson Watercolor Paper Radiant White
Up to 98 years on Epson Premium Glossy Photo Paper
Up to 165 years on Epson Premium Luster Photo Paper
Up to 133 years on Epson Premium Semimatte Photo Paper

* Ink lightfastness ratings based on accelerated testing of prints on specialty media, displayed indoors, under glass. Actual print stability will vary according to media, printed image, display conditions, light intensity, and atmospheric conditions. Epson does not guarantee longevity of prints. For maximum print life, display all prints under glass or lamination or properly store them.

Wilhem Imaging Research has a great book on "The Permanence and Care of Color Photographs: Traditional and Digital Color Prints, Color Negatives, Slides, and Motion Pictures" available here.

Will the prints you make from my file look like the ones from my desktop printer?
Probably not. Most home user desktop printers do not have the color management software needed to produce high quality reproductions. That's why it's good to get a proof so that you can see what the prints look like coming off our system. Aside from the way the print looks, our printer uses seven pigment based inks for a wider richer color gamut. Home user ink jets use only four dye based inks. So, even if you only need an 8"x10", which you can easily do yourself, keep in mind that a giclee output by a trained technician can add greater aesthetic value and longer life to your photographs.

What about borders?
Generally, for prints under 20" in any direction or less, we will trim to the image unless a border is requested. Common borders are 1/8" or 1/4" for small borders. This is in addition to the ordered print size. Larger borders may be available if the image plus border size can fit onto the paper.

You should order these larger borders to the final print size, and let me know the image size, and border size.

NOTE: Expect a 1/8" or less variance, as these are hand trimmed. Exact dimensions (1/16" tolerance or less)are available on Pro Grade, or lower grades on full sheet size.

A note about prints with a lot of dark or black tones
We reserve the right to refuse, or charge additional for prints taht contain large amounts of black or dark tones. Normally, for prints on coated paper, in smaller quantities, we will not apply any extra charges. Prints on matte paper we usually will charge extra, or refuse the order as is. This is due to the high possibility of scuffs marks and other aberations that may happen with normal handling, and shipping. We also need to use a loading method that takes much more time.

What if I do not like the print(s) I have received?
In most cases, if we feel you have a legitimate beef, we'll refund your order upon receiving confirmation that you have destroyed the prints we sent. We understand that this is an objective call based on your preferences, but understand that we will print them based on decades of experience of printing. Just take a picture of them and email it to us if we ask you to. If you failed to indicate to us something important, or your preferences, we might not refund your order. Large orders, see above statement.

NOTE: We evaluate prints under daylight of an average bright room. The color light and brightness will have an effect on how you see the print. Let us know if we should make it lighter or darker to match the brightness of your room, or the color of the lighting.