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Frequently Asked Questions About Pictopia's Online Photo Fulfillment Service
We have selected Pictopia as our exclusive photo products partner. Founded in 1999 in Emeryville, California, Pictopia has become the premier photo commerce provider to some of the world's top media companies, including The Associated Press, National Geographic, and The Washington Post. Pictopia provides the highest quality photographic services to professional and amateur photographers, other photo labs, museums, galleries, and corporations. Pictopia's professional photographic services include Heidelberg drum scans, Lightjet c-prints and other state-of-the-art digital imaging services.
Commercial use is any use that brings value to the person or organization displaying the photograph to the public. Commercial usage includes publication in newsletters, brochures, flyers, photocopied handouts and any Web site or e-mail distribution. Commercial usage also applies to non-profit organizations, academic institutions or individuals who use a photograph in this manner.
Personal use means that you are buying the image for your own personal enjoyment and it will not be reproduced, sold, published, distributed, or utilized in any other manner.
Approval for commercial use is determined solely by the copyright owner. Contact the publication or organization directly for commercial use of a photograph.
Not without the express permission of the copyright owner of the photograph. This is considered commercial use. Contact the publication or organization directly for commercial use of a photograph.
If you've never ordered prints from Pictopia before, you must register. Please click on the link "click here to register" and fill in a login name, password, and your email address. If you've ordered before, just enter your login name and password on the login screen.
Pictopia produces true photographic prints. Since we print on photographic paper exposed by light (LightJet laser enlarger), rather than ink sprayed on paper (Inkjet printer), our prints will look sharper and more realistic. Our LightJet prints at 300 ppi continuous tone, which is comparable to a resolution of 4000 dpi or more with an inkjet. In addition, photographic paper is more archival and durable (less likely to crease or wrinkle) than most inkjet papers.
Pictopia offers two grades of framing. To provide the greatest longevity and most stable environment for your photographs, we offer conservation-grade matting and framing at a reasonable price. Our Custom Frames are made with high-quality metal and wood molding, acid-free museum board for the mat window, and archival materials for corners, hinges and backing.
Frames and mats are custom cut to match the original photograph. The photograph will entirely fill the mat window. The photograph will always match the print size in the longest dimension (the stated print size, e.g., "10-inch print") and vary in the other dimension depending on the ratio of its height and width. We also offer Standard Frames for photographs and posters in traditional sizes and dimensions only. The most common are 5x7, 8x10, 11x14 and 16x20 inch prints. Prints that are matted include up to 2 inches of mat around the print. our Standard Frames are designed to deliver value, convenience and quality. Depending on its type and style, the frame will add between one-quarter inch and an inch and three-quarters on each side to the total dimension of the final framed print. See the size details under the photo of your choice for precise measurements of the final framed print.
Select Pictopia partners offer prints that are made directly onto high quality canvas. Canvas prints are gallery wrapped around 1 ½” stretcher bars, and arrive ready to hang. The image area wraps around the edge, which may lead to the image area being slightly cropped.
Canvas prints reflect light differently from normal photographs and will appear different from the image on your monitor. We adjust every file to look as nice as possible when printed on canvas but there can be subtle differences. To protect your purchase, each finished canvas print is coated with a water-based UV protectant. The coating may have a slight odor that is not harmful, and will fade within a few days. Because the prints are made directly onto canvas fabric, there are occasionally dropped stitches or small bumps on the surface. This is part of the charm of canvas prints. Pictopia’s Canvas Gallery Wraps are made with the highest quality, archival materials. To ensure that your print stays rich and vibrant for many years, be sure not to hang it in an area with regular, direct sunlight. Canvas prints should not be placed in an area where they will be exposed to moisture. Your canvas print can be dusted or cleaned occasionally with gentle wiping with a soft, dry cloth or duster.
Unframed prints are usually shipped by US Mail. 8x10 inch and 11x14 inch prints are shipped flat. Larger unframed prints are rolled and shipped in mailing tubes.
Framed prints are well-packed in boxes and shipped by FedEx Ground. FedEx will not deliver to a P.O. box. Unframed prints ship within 5 business days. Digital Download files will be available usually within 3-5 business days. An email will be sent with download instructions when ready for download.
Clicking on the "Purchase this Photo" button under any particular photo brings up a window that displays pricing information and other available ordering options for that photo. You can view this information without obligating yourself to purchase anything. When you decide you wish to purchase something you can then select the item, add it to your cart, and proceed through the rest of the checkout process.
To activate a valid promotional code and receive a discount on your order proceed through to the checkout page. The table at the top of this page shows your grand total including tax and shipping. It includes a box into which you can enter a code. Your new total and amount of discount will be instantly displayed. If you decide to go back and do more shopping, eligible items will be discounted in your shopping cart.
All payments are by credit card. A charge by Pictopia.com will appear on your credit card statement. Each item is made to order and therefore we require payment when you place your order. We accept VISA, MasterCard, and Discover.
Our credit card processing is done via a 2-stage encryption. All encryption is 256-1024 bits RSA keys (nearly impossible to crack)
Further, credit card CVV (the three digit code on the back of the card) is never stored on the Pictopia servers. Credit Card information and passwords are stored in encrypted form. No data is visible to the internet and is protected by a 3-layer firewall. Pictopia is scrutinized regularly for compliance with VISA's & MasterCard's stringent PCI security tests.
At any time, you can go to the Pictopia.com web site at http://www.pictopia.com, login using the same login and password and you can see what you've ordered and review its status.
RETURN POLICY Our return policy reflects our commitment to your satisfaction. If you are not fully satisfied with your purchase because it fails to meet your quality expectations, we will reprint or remake it or give you a refund at our sole discretion. All Pictopia products are Made To Order. Processing begins within moments from when an order is placed. therefore once processing begins, an order can not be cancelled for a refund. If however Pictopia can confirm a requested cancellation before shipment, the price of shipping will be refunded and the restocking fee(s) will be applied. Restocking Fees and Allowed Returns/cancellations: We regret that we are unable to accept cancellations or returns for custom cover products, mugs, mousepads, apparel items, and other photo gifts/novelty items and digital downloads and licenses. Sales on these items are FINAL from the moment at which our system generates an order number. A replacement or refund for damaged or defective products will be provided at Pictopia's sole discretion: In an effort to keep costs down and pass the savings along to our customers, we cannot take responsibility for your typing or errors with any user-supplied images on our custom cover products. We regret we are unable to accept cancelations or returns for times when a customer has reconsidered their Pictopia.com purchase. RETURN PROCEDUREReturns not made in compliance with this procedure will not obligate Pictopia in any way. Call our Customer Service Department toll free at (800) 390-7269, or (510) 658-6500 or email us at customerservice@pictopia.com. A Customer Service Representative will help you to achieve a satisfactory resolution to your problem. If that includes returning your print(s) for credit or exchange, we will issue you a Return Merchandise Authorization (RMA) number at that time. All returned items must have an RMA number to be properly credited. Once the returned item is received and inspected, we will issue your refund or ship your replacement, as specified by the RMA. If the original payment was made by credit card, your credit card account will be credited. Please allow one billing cycle for credits to appear on your credit card statement. Send returns to: RMA # _ _ _ _ _ _ _ _ _ _ DAMAGED, LOST OR MISADDRESSED SHIPMENTS Packages that are refused by the customer, refused, or otherwise undeliverable and returned to Pictopia.com will automatically be assessed a 25% restocking fee once the package is received. Last Revised: April 30, 2010
Pictopia is the Internet's premier photo lab specializing in the very highest quality photographic prints from digital images, with an emphasis on new technologies and personal service. Our state-of-the-art photographic printing process is a result of our integration of the world's very best materials and machinery with unique proprietary technologies. From scanning and online image management to e-commerce print fulfillment, Pictopia offers clients a full spectrum of custom photographic services and solutions.
If you have photographs or digitally-generated images, you can go to the Pictopia.com web site at http://www.pictopia.com, log in and follow the directions to upload your images and have them photographically printed.
You can e-mail us at Customer Service, or call us at 800-390-7269 during normal business hours (Monday through Friday, 6 AM to 5 PM, Pacific Time).
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