Holiday Hours

We will be closed on Thursday for Thanksgiving, and our Lobby hours on Friday will be 8:30am till 12pm.

Feel free to contact us at customer.service@prolabexpress.com if you have any questions.

We appreciate your business and continued support.


HELP & FAQ


Account Information

How to Register
To register on the site, you’ll want to click Register located on the home page. Follow the prompts and fill in your information. You will receive an e-mail when your account has been approved. Click here to read about monitor calibration.
How long after I register can I log in?
Approval usually takes less than a half hour.
I forgot my password, how do I log in?
If you happen to forget your password, go to the Login page and click the link titled 'Forgot your password?'. Enter your registered email address and your password will be sent via email. For security reasons, we recommend changing your password the next time you login.
How do I create presets and customize my account?
Click on the Settings link located at the top of the website. Next, click on Create Presets. This option is fantastic if you would like your mounting options in your Quick Order drop down menu. You can create as many presets as you would like of the options that you use the most. First, type in the preset name and select the size from the drop down menu. Choose your paper type, and any mounting and finishing options you would like added. When you are finished, click "save" to save your selections.

Monitor Calibration and Print Preparation

How do I calibrate my monitor?

Before you begin:

  • Work in a properly lighted room. Reduce all window and fluorescent lighting. We recommend working in a dim, neutral environment with consistent lighting.
  • Use a monitor hood to keep stray light from reflecting off your monitor.
  • Reduce eyestrain by setting your operating system's desktop to a neutral gray.
  • Allow your monitor to warm up before color correcting, we allow 20 minutes.
  • Watch what you wear. Bright clothing can produce an artificial color cast.

Calibration:

  1. Make sure the file you printed was tagged with the "sRGB IEC61966-2.1" color space. We recommend uploading all files tagged with this sRGB profile.
  2. We recommend using a calibration kit from Greytag MacBeth® or Xrite® for the most control over your color.
  3. A Gamma of 2.2 works best for matching photographic prints. After profiling a variety of monitors, we have found that a color temperature of 6500K/white point of D65 works much better than 5000K/D50. In fact, some monitors have a difficult time displaying 5000K/D50 and may turn yellow or show red in the highlights after profiling. If your monitor has an sRGB setting, try that first. Most monitors with this option carry a default setting of Gamma 2.2 at 6500K.

How often should I calibrate my monitor? How can I tell?

We recommend at least once per month or sooner if the light condition has changed in your room or you notice a drift in the color from monitor to print.

Here is a simple "visual" test to see if your monitor needs to be calibrated

  1. Open an image that represents what you typically shoot. Color correct the image in Photoshop, making sure you are in the "sRGB" color space.
  2. Color correct your image based on what you see on the monitor.
  3. After you have completed your color correction, use the Marquee tool to draw a square on your image. Fill that square with neutral gray (R-128, G-128, B-128) and save your file.
  4. Order an 8x10 print. When you receive the print, view it under controlled lighting (we recommend a light box with D50/5000K lights).
  5. You will note the gray square is neutral when viewed under recommended lighting.

Does the color in the print match your monitor? If so, everything is fine. If it does not, you will need to adjust your monitor settings. We highly recommend using a monitor calibration kit. If you do not have access to a calibration kit and want to adjust your monitor manually, start by changing your monitor’s preferences using the "General Monitor Settings” section as a reference. From there, you may need to adjust Brightness, Contrast and individual RGB guns in your monitor.

If you need further help, do not hesitate to give us a call at 1-888-537-1304.

Do you have an ICC profile I can download?
There is not a specific ICC profile that you need, but the files do need to be saved in sRGB IEC 61966-2.1 color space.

Uploading

Why are my images taking so long to upload?
There could be various reasons as to why the images are taking a long time to upload. Depending on the operating system and internet browser certain upload methods may work better than others. Try using one of the other upload methods and you may find it will go quicker. Uploading in smaller groups may also help.

Why are my images not uploading with the Java upload method?
Oracle has recently introduced a so-called 'Security Baseline' attribute to their Java framework. Simply speaking, this security baseline is a minimum Java version that Oracle currently considers safe. If the version is up-to-date, it is considered to be above the security baseline and the Java upload method should run without issue. However, if it is below the security baseline, Oracle considers it to be potentially unsafe and may disable features that are necessary for the upload to run successfully. This is Oracle's way to encourage users to keep their Java up-to-date. Oracle can change their baseline at any minute.

If you are having difficulties uploading with the Java method, please visit www.java.com to make sure your Java is up-to-date.

Why are my images not uploading with the Flash upload method?
As a security measure most current browsers will implement their own sliding window concerning when a version of Flash is considered unsafe. When the version of Flash installed on your system is no longer considered to be safe to use by the browser, the browser will restrict certain features from operating as a safeguard. Unfortunately these features are required for the upload to run successfully.

If you are having difficulties uploading with the Flash method, please visit get.adobe.com/flashplayer to make sure your Flash is up-to-date. If your browser has flash natively embedded, updating the browser should update the version of Flash used.

Ordering

Express vs. Full Service
Express prints are printed directly from your digital file, with no adjustments for color or density made. Express prints are ideal for a customer who is confident in the color calibration of their computer or camera. Express prints also offer quantity price breaks when you order six or more prints of the same image. Full Service prints automatically include our professional color correction of your digital file. Under Full Service, you can additionally choose such service options as digital retouching and wallet text. Also, any time you order a Full Service print, the completed file with any digital retouching and or artwork (with the exception of color correction) you requested is burned to a CD and included with your order. If you upload the corrected files from the ProlabExpress.com® CD, you can place subsequent orders as Express prints.
What does the yellow dotted line mean?
The yellow dotted line around the edges designates the bleed that is required on that product. The yellow dotted line does not represent where the product will cut, but rather where the text needs to clear. If any text falls into the bleed area it will have the potential to be cut off.
Do prints have a copyright printed on them?
Most photographic prints will print with copyright information on the back which is taken from the billing information (studio name) on the checkout page.
How do I order a custom size?
If you are interested in a size not listed on the site please contact Customer Service at customer.service@prolabexpress.com to assist you in the custom ordering process.
Why is my text being cut off?
Text most likely is being cut off because it is falling into the bleed area of the print.
Is there a minimum order?
There is no minimum or maximum for orders placed on ProlabExpress.com. There is a $15.00 minimum for orders placed with ProlabExpress ROES.
Why did you crop my images?
We allow you, the photographer to have complete control over the cropping of your files. We do not adjust the crop of your files in any way. You will want to select the crop for each print size and aspect ratio by either using the cropping tool online or in Photoshop before you upload your files. The shopping cart preview will give you a chance to review your order and make any final adjustments before ordering. If your image is not ordered at the aspect ratio that it is sized, the site will apply the largest default center crop per the aspect ratio of the size ordered for the file.
What is bleed?
Bleed is the area around the file required for correct printing. Text, images, or important graphical information outside the bleed area may be cut into or off when printed. The bleed specifications can be found under the services page on the website. We do not recommend adding borders to compensate for the bleed area, as they will appear uneven when printed.
What is a "logo" and how do I set it up?
For your convenience we are able to keep your studio logo on file for you to apply to your orders. To add a logo to your account, please follow these instructions: Logo Setup
What is your bleed on your press products or Gallery Mounts?
We require a ¼" bleed on Gallery Mounts. We require a 1/8" bleed on each side of Press products (¼" per dimension). We do not recommend adding borders to Press items or Gallery Mounts, unless the border is ½" on all four sides. The border may appear uneven if it is thinner than ½".
Why can't I see all pages when creating a product?
Apple has decided to hide all scroll bars unless you explicitly tell your system to show them. To show scroll bars click the Apple menu at the top-left of the screen, then select System Preferences. Next, select the General preferences pane; it's the very first one, up at the top. Under the "Show scroll bars" heading, you'll find three options: "Automatically based on input device," "When scrolling," and "Always." Select "Always".

Shipping

Can I combine multiple orders together that are in production?
If something was missed when placing your first order we will try to accommodate you by shipping the two orders together. Contact Customer Service at customer.service@prolabexpress.com or 1-888-537-1304 immediately after placing your order for special instructions.

Other

I made a mistake, how do I update my shipping address on an order?
Contact Customer Service at customer.service@prolabexpress.com or 1-888-537-1304 with the corrected address and whether it needs to be changed to a Drop Ship.
How do I cancel my order?
Contact Customer Service at customer.service@prolabexpress.com or 1-888-537-1304 immediately to determine if the order is at a status in which it can be cancelled.
Can I download a PDF of your prices and services?
Our pricing can be found under the services page. We have broken down the pricing by category. If you require a custom size, please give us a call at 1-888-537-1304.
How do you display the circular prints?
If you choose not to frame the image we suggest mounting it to either ½" or 1" Gatorfoam® and ordering a Gator Hook. Gator Hooks can be found under Supplies.
Are there studio samples/discounts?
ProlabExpress® does not offer studio discounts, as this is one way we are able to keep pricing low year round. What we suggest is placing an actual order for the particular product you are interested in. This way, it can represent your own talent and not that of other photographers.
What does colorspace conversion mean?
Images that are not in RGB or grayscale colorspace will require a conversion to RGB or grayscale. The status of each image that is not in an RGB or grayscale colorspace will change to Full Service when added to your cart.