ezprints FAQs

Got a question or concern?

You are more than welcome to contact our helpful customer care team. You may either
call (888-267-7574, Monday-Friday, 8am-7pm) or email us by filling out the form in
the Contact us section.
However, you may want to review the following frequently asked questions first to see
if your question has already been answered here.

Paper and Finishes

Black and White Prints
Large Format
File Size, Type
Bordered Prints
Problems with ezp Builder
Image Resolution
Your Order
Your Account
Shopping Cart
Shipping
Image Copyright
Color Calibration
Professional Photographer
Business Partner Enquiry

Paper and Finishes

Q: What are the different kinds of print finishes ezprints offers?

A: We offer glossy, matte, luster and metallic prints.

Q: What is a Glossy finish?

A: Paper coated with a very smooth, shiny reflective surface takes on a Glossy finish.
Glossy prints have a high-contrast appearance with excellent dynamic range and color.
This finish makes your prints pop – photos look shiny and have vibrant colors and crisp,
sharp images. Framing glossy prints makes them less noticeable, however. Glossy
surfaces produce high glare.

Q: What are Matte finish/ Matte paper?

A: Matte paper has a very smooth, non-glare surface. Matte finishes are often used to
enhance the texture of a print. These prints are fingerprint and smudge resistant and work
very well with Black & White photos. They produce far less glare than glossy prints.
Matte finishes have a lower contrast when printed compared to glossy prints.
Q: What is Lustre print? How does it differ from Glossy and Matte prints?
A: Lustre is considered a professional-grade paper and is our premier paper offering.
Lustre prints have a slight gloss with a subtle, pearl-like texture that gives them a satin
finish. Lustre paper has deeper color-saturation and higher contrast than matte and is
‘thicker’ than consumer paper. It's not as ‘shiny’ as a glossy finish, but it does reflect
more light than the matte. It also includes the following watermark on the back, which
matte and glossy paper do not: "If copyright applies, permission to reproduce required."

Q: What are Metallic prints?

A: Metallic prints are those printed on long-lasting Kodak Professional Endura Metallic
paper. This paper uses a proprietary combination of film laminate layers that produce
striking, three-dimensional, lasting images on an ultra-bright background. The effect is
sometimes described as "chrome on paper." You'll see extra visual interest, depth,
extreme sharpness, brightness, and color saturation. An intense black density increases its
appeal. The proprietary laminate layers also improve the durability and tear resistance of
the final print, increasing opportunities for display applications.

Q: What types of surface/paper do you print on?

A: Glossy and Matte prints are printed on Kodak Edge. Lustre prints are printed on
Kodak Supra Endura. Metallic prints are printed on Kodak Professional Endura Metallic
paper.

Black and White Prints

Q: What type of paper and printers do you use for black and white images?
A: All of our prints are printed on Color RA4 silver halide paper. We utilize several
small and large format high technology photo printers, none of which are ink-jet.

Q: How can I get great black and white prints?

A: For best results with Black & White images in grayscale,
* either shoot the image in black and white on your digital camera or convert it to
grayscale in PhotoShop.
* Usually adding some contrast after converting to gray scale helps the effect.
* Remember to keep your file as sRGB when uploading it for processing.
* Additionally, if you have a calibrated monitor (hardware calibrated with an Eye One,
Spyder or Huey) then you can download our ICC profile and soft proof the image on your
screen. You can make adjustments until you’re satisfied with the black and white image.
We process many black and white images for professional photographers this way with
great results.

Large Format

Q: What kind of printers and paper do you use for large format printing?
A: Durst large format printers are used to process prints with dimensions larger than 30
inches. The Durst is a laser printer and also prints onto traditional RA4 paper. Panoramic
images that are 6 to 12 inches in height and less than 30 inches in width are printed on
Poli Ellectronica printers. This is a solid state laser printer that prints onto traditional
RA4 process paper. We use Fuji crystal archive paper and Fuji hunt RA4 color chemicals
for all of our processing.

File Size, Type

Q: I want to upload pictures for printing. What file types do you accept?
A: We accept files in these formats - .jpg, .jpeg, .tif, .tiff, .bmp.

Q: What are 4D, 5D and 8D print sizes?

A: 4D, 5D, and 8D print sizes refer to digital image dimensions which do not conform to
traditional print sizes, such as 4x6, 5x7, and 8x10 inch prints. 4D= 4 X 5.33 inches 5D =
5 x 6.66 inches 8D = 8 x 10.66 inches.

Q: What is the maximum file size limit for images I upload?

A: 100 MB. Our image processing software is governed and calibrated to handle uploads
up to this size. Files exceeding this limit increase upload times and resource utilization,
so we have set these limits to ensure more consistent and error-free uploads.

Bordered Prints

Q: How do I add a border to my prints?

A: We do not currently offer an option on our website to specify a border on your prints.
To get a bordered print, we recommend that you use imaging software such as Adobe
Photoshop. Create a white canvas that matches the dimensions of the print size that you
would like to order. Once you have created the canvas, place the image on top of it and
save the canvas and image together as an image file.

Q: What dimensions do your ornaments come in?

A: The dimensions of our ornaments are:
Bulb: 2.25" (diameter of printable area)
Porcelain Star: 3" (diagonally from point to point)
Porcelain Round: 3" (diameter)
Porcelain Wreath: 2" (diameter of printable area); 3" (diameter)
Sublimation Hard Plastic Round: 3" (diameter of printable area)
Sublimation Hard Plastic Christmas Tree: 5" tall
Medallion Ornament: 2.5" (diameter)

As for image dimensions, a 2.25" square image seems to work nicely for all ornaments.

Problems with ezpBuilder

Q: The ezpBuilder doesn’t work. What do I do?
A: We regret that you have encountered a problem creating your order. If after a few
repeated attempts, you are still unable to proceed, please contact us and let us know the
following:

1. When the error occurred, what type of order were you trying to create?
2. What was the URL in your browser's address line when the error occurred?
3. What operating system is installed on your computer?
4. What browser do you use?

This will give us the information we need to further assist you. We strive to provide you
with the best online shopping experience possible so you find what you want quickly and
easily and we will continue to work towards enhancing your experience on our website.

Image Resolution

Q: Why am I getting an image resolution error?

A: For best results we suggest uploading images with a minimum resolution of 150 DPI
(for large format prints, the higher the DPI the better).
If you received a low resolution error message, then, it’s possible that the image you
uploaded does not meet the pixel requirements needed to provide you with the high
quality print you may desire. The original image may have been shot at a low DPI or has
been cropped to a much lower image dimension than that of the product you selected.
Try selecting another image with a higher resolution for your product and if you still have
problems, please contact us.

Your Order

Q: Can I edit my order after I have placed it?

A: Unfortunately, due to the highly automated nature of our printing process we are
unable to make changes to your order once it has been processed. If your order has not
yet been processed, we can cancel the order so that you will not be charged. You can then
edit your order.

Q: Can I change the finish of my prints after I have placed the order?
A: Due to the highly automated nature of our printing process, we are unable to change
the finish of a print once an order has already been placed. If your order has not yet been
processed, we can just cancel the order so that you will not be charged. You can then go
ahead and place a new order with the other finish type.

Q: When will I receive my order?

A: Our turnaround time for orders is 2 business days. So, your items should be ready for
shipping 2 business days (or less) after we receive your order. The shipping method you
chose will determine how quickly the items arrive after that point.

Economy- up to 7 to 10 business days to deliver

Express- delivers in 2 to 5 business days

Second Day- delivers in 2 business days

Over Night- delivers the next business day

Orders shipped outside of the United States are set to deliver within 14 business days not
including weekends.

Q: Where is my order? I haven’t received it yet.

A: If you place your order two days ago or earlier, then most likely it’s already on its
way. You should receive it within 14 business days depending on your destination and
shipping method you opted for. You can track your order from My Account-->My orders
on our website. Alternatively, just call or email us and we will track it for you.

Q: My order has arrived, but it is damaged. Will I get a replacement?

A: We regret that your order was damaged and apologize for the inconvenience. Please
contact us as soon as possible so we can rectify the situation. Depending on the type, size
and quantity, we may either reprint a new order and ship it to you or request you to return
the product/s to us so we can investigate the damage further.

Q: I received the wrong order. What do I do now?

A: We regret that you received the wrong order and apologize for any inconvenience
caused. Your total satisfaction is important to us and we will do everything we can to
rectify the error. To do this, we request you to photograph the order you have received
and in case of prints, photograph the back printing as well and email it to us. Once we
determine the cause of the mix-up, we will expedite your order and ship it out to you at
the earliest.

Q. How can I track my order status?

A. Once logged in, go to My Account. Click on My Orders and you should see a tracking
number for your shipped orders. Occasionally, if you ordered multiple items, your order
may be split and you may see multiple tracking numbers. If you have any problems
tracking your order, please feel free to email or call us and we will track it for you.

Q. How can I cancel an order?

A. Please or call or email us if you want to cancel an order. If it has not been processed
yet, we will cancel it for you. We cannot cancel orders that have already been processed.

Your Account

Q. Can I edit my shipping address online?

A. No. You will have to call or email us to update your shipping address.

Q. Can I update my email address online?

A. Yes. Log in. Then, click on the My Account tab. Under Personal Information, update
your email address. Please note that this email id is only used for contacting you and will
not update your login email.

Q. Can I update my credit card information online?

A. No. We do not store your credit card information. You will have to provide it at the
time of ordering each time.

Shopping Cart

Q: I have a promotional code. How do I use it?

A: When you’re checking out, you will see a box under the Order Summary with the
words Coupon Code or Apply Code next to it. Enter your promotional code in the box
and click the Apply Code button.

Shipping

Q: How do you calculate shipping costs?

A: Our shipping costs are calculated based on the destination, physical size of the order,
quantity of items in the order and shipping method chosen. The best way to determine the
shipping cost of a particular order is to put a test image in your shopping cart, add the
quantity of prints you anticipate to order, and click "proceed with order." Once you get to
the next page, you will see the shipping total for each option that we offer to the
destination currently selected as your "ship to" address.

Q: Do you ship outside the US?

A: Yes, we do ship internationally.

Q: What are your international shipping costs?

A: We are unable to determine the exact shipping amount and the taxes and duties
associated with an international order. Shipping charges will depend on the weight and
size of items purchased and the destination. You can determine how much you will be
charged by going through the ordering process. The total amount to be charged to your
credit card will be displayed before you confirm payment, so you will be able to see the
itemized charges.

Image Copyright

Q: I received a notification from you about my images saying that they were copyrighted.
What is your policy on copyrighted material?
A: The image(s) that you submitted for processing are copyrighted by another company
or person, and are protected from reproduction. If you are the copyright holder for this
content, please be sure to notify us immediately so that we can send the proper release
forms that will show your ownership or the permission you have received from the owner
for reproduction. Please note that because the prints had to be produced for us to discover
the copyright violation, you will be charged in full for this order.
Color Calibration

Q: How do I calibrate my monitor to get the best possible color reproduction?

A: We created an output profile, or ICC Profile, for our entire work flow to provide you
with the latest in calibration and color management technology. This ICC Profile is
proprietary to Adobe Photoshop. If you do not have a copy of Adobe Photoshop, then
you can use our Calibration prints for monitor matching. In either case, we suggest the
following calibration procedure.

1) Order a set of calibration prints from www.ezprints.com help section.

(http://ezprints.com/pro.aspx#proICCProfile)

2) Upon receipt of the ezprints Calibration prints, download the digital files from our help
section.

3) Adjust your physical monitor settings to get the image as close to the prints received
from ezprints as possible.

4) Download the ICC profile available on www.ezprints.com, and save to your desktop.

5) If you have a MAC, please open Adobe Photoshop and go to Edit, then Proof Setup.
Choose to load/install a new profile and choose the ezprints ICC Profile located on your
desktop.
If you have a PC, right-click on this file and choose to install this file in Adobe
Photoshop. Then open Adobe and choose this profile after opening the Edit and Proof
Setup options.

7) Once you have successfully manipulated/edited your color space with our ICC Profile,
then you can bring in the ezprints calibration images into Adobe. The image and the
output/prints received from ezprints should be even closer in color.

8) If you have calibration hardware, such as a Monaco or Greytag-MacBeth spider, you

can then begin reading the prints and your screen to adjust the color values.

Once you complete the above 8 steps, you will have a monitor that is calibrated to the
ezprints output. Completing any of the above steps will bring you closer to our output and
to a color managed work flow.

Q: What settings should I use for calibration?

A: Calibration should be done with the white point at 6500K and the gamma at 2.2 for
both MAC and PC. Photoshop settings are important too. The working space should be
sRGB, Color management should be RGB: convert to working RGB.
Conversion options: engine = adobe (ACE) and intent = perceptual.
We recommend Spyder, Eye One and the new Huey for monitor calibration. Image soft
proofing enables us to see how the image will print through the ezprints workflow.
The steps you should take for soft proofing are:
* Calibrate the monitor to a known standard (Spyder, Eye-one).
* Open the image as a sRGB file.
* Use View/ Proof set up and choose the ezprints profile to view the image as if it had
printed through our workflow. Intent should be Perceptual and leave all boxes unchecked.

Q: What is an ICC Profile and why do I really need it?

A: An ICC (International Color Consortium) Profile is standardized file format created
by special computer software. An ICC Profile creates a common color space used for
color management in printing workflow. ICC Profiles are used when you need to
compensate for color differences between dispirit devices like scanners, digital cameras,
computer monitors, ink systems printers, and/or printing presses.
By downloading our ICC profile and using it to soft proof your images, you can ensure
that what you see on the screen closely matches what our printers print.
We have one ICC profile that allows you to soft proof for both regular and large format
sizes.

Professional Photographer

Q: What products do you offer for professional photographers?

A: The following products we offer are especially suited for professional photographers:

Professional Paper: Kodak Endura Professional Paper for Lustre and Metallic prints.
These papers offer a slightly enhanced color gamut for rich colors and exceptional,
smooth flesh-tone reproduction.
Gallery Wrapped Canvas: Our canvas is finished with a waterproof coating and
stretched on 1 3/8” gallery bars. It arrives ready to hang right out of the box.
Fine Art Prints: We use premium paper and excellent ink with a true matte black for our
fine prints. These are then mounted onto hardboard and framed with a unique standout
frame that does not cover the edges of the print.
Framed Canvas: Our unique framed canvas that is front loaded into the frame to create a
beautiful display.
Digital Press Products: Press products ordered through ezprints.com are printed without
branding – your customers will not see our branding on thank you cards, address labels,
or calendars.

Business Partner Enquiry

Q: I am a business owner interested in learning more about your print offerings. How do
I get in touch?
A: Thank you for your interest in our printing solutions. Before we begin we would like
to learn a little more about your business. We request that you fill out the form on the
ezprints Get Started page. One of our able account managers will contact you shortly
afterward.