Frequently Asked Questions

When will my prints be ready?

Lustre Paper: 24-72 hours (depending on quantity, size, type of paper and time of year - generally, our slowest turnaround is from September to December)

Metallic Paper: Produced every Tuesday ONLY (files MUST be submitted by 9:00 a.m. on Tuesday mornings)

Mounted & Laminated Prints: 2 Business Days (on top of print turnaround time)

Fine Art Paper (Fine Art Matte/William Turner): 3-5 Business Days

Canvas Wraps & Prints: 10 Business Days

Photo Restorations: 2-3 Weeks

Photo Gifts: 5 Business Days

There are times when unpredictable high volumes or time of year will change the above targets. If you’re concerned, just give us a call!

How will I know when my prints are ready?

The lab will send you an email notification when your order is ready for pick-up or has been shipped.

Make sure to check your spam folder, too!

I need my prints right away. If I order them now, can I get them today?

That depends; our volume varies quite a bit day-to-day. If you need your prints more quickly than our standard turnaround, we do offer a Rush Service with a 50% surcharge. Contact us (via phone or email) before placing your order so that we can try our best to accommodate!

 Some of our products (i.e. Canvas Wraps, Framed Fine Art, Custom Framing, etc.) cannot be rushed for various reasons.

What kind of surfaces do you print on?

Our most popular print surface is Fuji Crystal Archive Luster paper. We also offer prints on Metallic Paper, Fine Art William Turner Giclee, Fine Art Smooth Matte, Canvas, various Photo Gifting products, Art Decals, and Plaque Mounts.

Can I send my files through email?

No, sorry. We cannot accept orders or images through email. Orders are accepted in-store or online only.

Do you do any corrections to my images?

No...files are printed exactly as sent.

If you want to make adjustments yourself, there is an option for you to make some colour and contrast/brightness corrections within the software (select your photo and choose ‘Edit’ in the right-hand panel). Please check the image previews upon check-out to make sure you’re satisfied with any edits you’ve made.

If you want us to make some colour adjustments for you, you will be charged per fix, per image. Contact us prior to ordering for pricing or for more information.

I don’t see the size I need online. Can you print custom sizes?

Yes! If you need a custom size we can accommodate you.

You can either:

1. Place an order for the closest size you can find, and make sure to write in the comment section the actual size you're looking for. If necessary, we'll adjust any pricing and contact you after your order is placed.

2. Email us at or call (902) 423-6724 prior to placing your order.

I didn’t order prints with borders. Why do my prints have a border?

Your photos aren’t the same size (or “ratio”) as the print size you selected and “Shrink to Fit” (rather than a “Center” crop) was selected when placing your order. In this case, the previews of your images would have shown a white border on your images prior to placing an order.

When the ratio of your photo doesn’t match the ratio of the print size you selected, a crop is required; the “Shrink to Fit” option shrinks or “fits” your photo into the print size you selected, filling in the empty space with white (the border you see) so that your image ‘fits’ into the print size without losing any of your photo. Choosing a “Center” crop will crop your image (only if your photo ratio doesn’t match the selected print size ratio) but you can choose what area of your photo is cropped off by moving the blue crop area around. Anything falling outside of the crop area won't be printed.

Avoid this entirely by selecting a print size that matches the ratio of your photo.

For more help, review our Aspect Ratios Q/A in our Frequently Asked Questions.

Why are heads/feet being “cut off” in my prints?
The print size you’ve chosen doesn’t match the ratio (shape) of the photo, resulting in a crop. It is up to you to adjust/move the crop to your liking, and sometimes avoiding a crop entirely means choosing a different print size to accommodate the shape of the image you chose. You can also ask us to print your photo as a custom size!

Using our ordering system, you are able to move the blue crop area around to ensure no important parts of the photo are cropped off; any part of the image that is outside the crop area won’t be printed. Make sure to double-check the previews before ordering to ensure the photos have been cropped to your liking.

If no crops are made, but the image size and print size aren’t the same, a center crop is made by default.

For more help with ratios and cropping, please review the attached PDF or the Aspect Ratios Q/A in our Frequently Asked Questions.

Aspect Ratio Guide
Why is my photo being cropped?
The print size you’ve chosen doesn’t match the ratio (shape) of the photo you want printed, resulting in a crop.

To avoid this, make sure the ratio of your image and the ratio of the print size match. You may also choose a different print size, or choose "Shrink to Fit" when ordering to 'fit' your image into the print size you've chosen (resulting in white borders filling the negative space).

For more detailed help with ratios and cropping, please review our question about Aspect Ratios.

Why does my print look bad (low quality/pixelated)?
There are a great number of reasons why your prints may not have turned out as you expected. Commonly, it is because the digital image did not have a high enough resolution for the print size that was chosen.

To avoid low-quality prints in the future, make sure your images are as high of a resolution as possible, preferably 300 DPI or more, and properly sized to the size print you want (for example: 8x12 @ 300 DPI, or 2400 x 3600 pixels)

A printed picture's quality is measured in dots per inch (DPI); a picture on screen is measured in pixels per inch (PPI). The higher your DPI or PPI, the more pixels you have to enlarge your image, resulting in a higher quality and/or larger print. The standard for most professional print labs, ours included, is 300 DPI.

A lot of times, pictures saved from online sources are only 72 DPI, resulting in grain/pixelation even when printed as small as a 4x6. Avoid saving pictures directly from online sources (Facebook, Google, etc.) and when saving digital files from a professional photographer, make sure that you're downloading the high-resolution (300 DPI) versions. 

Check out our question "How Big Can I Make My Print" for information on how to easily tell what size your image can be printed.

My prints are dark/desaturated but they look fine on my screen. Why?
If you have not printed your digital images before, you may certainly see a difference between screen and print. A simple fix is to increase the brightness of your image using photo software (like Photoshop and Lightroom) or similar mobile photo editing apps. And make sure you’re using the right colour space for printing with us, which is sRGB or Adobe RGB (1998).

Unfortunately, your screen cannot display an accurate representation of a printed image. Because the screen itself is a light source, it shines through pixels and makes most images look brighter and more saturated than they actually are. This is why your images seem to print darker and less saturated than what you see on your screen, when in actual fact, the print is more accurate to what the image really looks like. The colors will never be a perfect match because the image on your screen and the image from the printer use two different color sources.

I selected “Quick Order” when creating my print order. Does that mean I’ll receive my prints faster?

Selecting “Quick Order” while building your order is just a way to quickly apply the same size or edit to every photo you’ve uploaded, rather than selecting the prints individually. It has nothing to do with the speed in which you’ll receive your order.

If you need your prints faster than our regular turnaround, please call us before placing your order and ask for Rush production (you may need to pay an additional fee for our Rush service).

How big can I make my print?
The fastest way to tell if your photo's size/resolution is appropriate for the print size you want is to upload the picture to our system and choose the print size you want. The system will immediately show a yellow (!) alert if your photo's resolution is too low. If you see that alert, we recommend choosing a smaller print size or choosing a different photo that has a higher resolution.

Here is a more detailed explanation: 

IF YOU KNOW THE SIZE OF YOUR PHOTO (this example: 1200x1800 pixels):

...divide each number (both width and height) by 3 to find out how large you can print (in inches) without losing quality. In this case, 1200/3 = 4 and 1800/3 = 6. So a file that is 1200x1800 pixels can be comfortably printed as a 4x6” @ 300 DPI print.

      To find the size of your photo on a PC: right-click on the picture and choose "Properties". Under the "Details" tab, you will see dimensions. That is the size of your picture (in pixels).

      To find the size of your photo on a MAC: right-click on the picture, and click "Get Info". Under Dimensions, you will see the size of your picture (in pixels).


IF YOU KNOW YOUR FINAL PRINT SIZE (this example: for an 8x12" print @ 300 DPI): find out the minimum pixels required for your print size, multiply the width and height by 300. So, 8x300= 2400 and 12x300= 3600. Therefore, your image size would need to be at least 2400x3600 pixels to make a high quality 8x12” print.


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