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Account Information
I forgot my password.
- If you happen to forget your password, go to
Forgot Password and request your password. We will send you an email containing
your current password. For security reasons, we recommend changing your password
the next time you login.
My email address and password are not working.
- First check to see if you are using the correct email address and that your 'Caps
Lock' is turned off. Second, if you have just registered, you may need to wait until
we approve your account before you can login. Should you continue to encounter problems,
please feel free to call one of our customer service representatives at
1-888-537-1304
or send an email to Customer.Service@ProlabExpress.com.
How long after I register can I log in?
- Approval usually takes less than a half hour.
I want to change my password.
- To change your password, login to ProlabExpress.com. On the left menu bar, select
'Account Info' to access your account information. You may then enter in your current
password, enter your new password, then confirm your new password. Submitting the
information will change your password.
How do I change my account information?
- To change your account information, log into ProlabExpress.com. On the left menu
bar, select ‘Account Info’ to access your current account information. To change
your studio information, click on ‘Change Studio Info.’ When you are finished making
your changes, click ‘Save.’
What is tax ID and how does it work?
- Tax ID number certifies your claim for tax exemption in the state of Michigan.
If you conduct business in Michigan and qualify for tax exemption, then enter your
tax ID when you register or in your account information. All tax exemption status
requires that you fill out the Michigan Sales and Use Tax Certificate of Exemption,
form 3372. Fill out this form and fax it to
949-209-5858
or mail to 3525 Lousma Dr SE, Grand Rapids, MI 49548.
All accounts will be taxed until a completed form is received in our accounting
department. If you have any questions, please contact our accounting department
at
616-301-1979
or
1-888-537-1304.
Upload Images
How do I install Proload?
- To install ProLoad, from the ProLoad page, please click on the Information
Bar and select Install ActiveX Control. You may be prompted
that Internet Explorer needs to resend the information you've previously submitting,
click Retry. After page reload click Install when you see the control
installation dialog.
What do I do if my upload keeps failing or timing out?
- If your upload continues to fail or timeout make sure nothing else is using the
internet at the same time. This can cause 'interrupts' and cause your upload to
fail.
Unfortunately, programs can use your internet connection without you knowing or
you granting permission. These programs are most commonly referred to as malware
or spyware. We highly advise running a malware or spyware remover on your system
periodically. Many cases of internet slowdown or upload failures are a result of
spyware.
If you would like suggestions on what malware/spyware remover to use contact
Customer.Service@ProlabExpress.com or call
1-888-537-1304.
In addition some file names can affect your upload, try renaming your file if the
upload fails.
Make sure your operating system (Windows, OS X, etc) is up-to-date with the latest
updates.
If you are still having trouble uploading, feel free to mail a CD or DVD of your
images to : ProlabExpress 3525 Lousma Dr SE, Grand Rapids, Mi. 49548. Your CD will
be returned to you in your next available order.
How to use the quality meter on Proload (ActiveX version).
- There are five sizes we recommend for judging the quality of your prints, 4x6,
5x7, 8x10, 16x20, and 20x30. The quality meter displays the quality rating of an
image if it were to be printed at any of the five sizes.
Multiple Image Uploader fails to load or upload images.
- Multiple Image Uploader uses Flash to upload images to ProlabExpress.com®. Make
sure you have the most current version of Flash installed on your system. If you
are have an old version or are unsure, download the latest version from www.adobe.com/shockwave/download/alternates/. Flash is
free to download. New version will install over previous versions.
Pricing
Where do I find prices?
- Prices are located in the Services section. Simply click the Services button at
the top of any page. You will be directed to a page listing all the services we
offer. Click on any one you wish to view to see pricing information.
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 or 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.
Ordering
How do I crop an image?
- The crop function is located on the Ordering Options page.
To get there from your image gallery, click the order button under the image you
wish to crop. You will be directed to the Ordering Options page. Click the crop
button under the image, and the Crop screen will pop up. You will see two images:
your entire image with a yellow box on the left, and a preview of the current crop
to the right. The yellow box represents the selected crop, and will remain proportional
to the image size you have selected. To utilize the crop function, click on the
‘custom’ button located under the image you wish to crop.
To adjust the crop, follow these instructions:
Click and drag any corner of the yellow box to change crop size.
Click and drag on the center of the yellow box to move the entire crop around.
Select Preview to view cropped image. The crop you have created will appear to the
right.
Click Crop & Save to capture cropped image.
How do I quickly order an image?
- There are two ways to order pictures through ProlabExpress.com. The first is Quick
Order. Quick Order is ideal for when you wish to quickly order proofs, or want to
order the same size print of a number of different images. Quick Order is located
in your image gallery. To use Quick Order, click the check box under the images
you want to order. Then select from the Quick Order box the size, color, and amount
you wish to order. Be sure to select color correction if you wish to order Full
Service prints. To add those images to your cart, click the Add to Cart button.
They are now in your cart.
The second way to order prints through ProlabExpress.com is through Ordering Options.
This option is ideal if you need multiples sizes of one image, or when you need
prints larger than 8x10. To access the Ordering Options page, click the ‘custom’
button under the picture you wish to order. You will then be directed to the Ordering
Options page.
How do I order Event Packages?
- Anytime you are logged in, there will be a link on the left side bar for Event
Packages. Click this link to go to the page where you can create events.
On this page, click the Add Package button. You can then name the package and select
how many of what size you want. When you are finished, click save. Your event package
will now be in the drop down menu in the quick order box on your image gallery page.
Simply select which image you want to apply to that template and proceed with the
order. Event packages must be ordered separately. If
the exposure or lighting is not consistent or if there are multiple backgrounds
in the order, your order will be cancelled. You will have to replace the order with
each background being a separate order. If there are other items on the order, other
then event packages, the order will be cancelled.
What are order options?
- You may double click any of the thumbnails in your image gallery to bring you to
the ordering options menu, or click on the ‘custom’ button below the thumbnail.
From ordering options, you have the ability to create custom images with their own
crops, in your choice of color, B&W, sepia, or warm B&W tones. Once you
are in the ordering options page , you will first need to choose if you want your
image as an Express print (no color correction or other digital services) or a Full
Service print. If you select Full Service, you will be able to click the select
options button to choose additional digital services, such as basic facial retouching
or glass glare removal. There is an additional charge for such services. Once you’ve
chosen whether you want Express or Full Service, you can choose the print size or
sizes you need. Simply select the first size from the drop down menu under your
image thumbnail. For additional sizes, choose from the additional drop down menus
below, then click the add button. This will give you an individual order button
for each size selected. You can then crop each image, select whether you would like
it printed in color, B&W, sepia, or warm B&W, and choose whether you want
your image printed on lustre, glossy, or metallic paper (metallic is an additional
30%). Then select the number of each size you want printed under Quantity, and click
add to cart. Your images will be added to the cart.
How do I put text on my wallets?
- From the ordering options page, click the button ‘Add Text (wallets only.)’ This
will direct you to the Full Service options page to add text to your image. Make
sure that you check the white box, or your selection will not be kept. Choose the
font, color, position and add the text as you would like it to appear on the wallets.
When you are finished, click on "submit" at the bottom of the page. You may double-check
your selection as the text options will appear by the "Full Service Digital" button,
as well as in your shopping cart. To make any changes click on the select options
tab, make the changes and click on "submit" once again.
Wallet text can only be added to full service prints.
Can I hang my Gallery Mount outdoors?
- Gallery Mounts are intended for interior use only.
How do I hang my Gallery Mount on the wall?
- The keyhole slot routed into the back of your Gallery Mount is designed to accept
a #10 panhead or round-headed screw. For heavy Gallery Mounts, two screws can be
used. After securing the screws to the wall at precisely the same height and two
inches closer together than the slot on the back of the Gallery Mount is long, place
the opening at the end of the slot over the screw, flatten the Gallery Mount against
the wall and slide the Gallery Mount across so the screw is centered. If two screws
are used, slide the Gallery Mount on the screw in the direction of the other screw
until you can insert the other screw into the second opening.
You can adjust the depth of the screw in the wall to exert some pull on the Gallery
Mount which will help keep the Gallery Mount flat and level against the wall.
Templates
How do I order a template?
- First, click on ‘template’ on the navigation bar. This will open a pop up window.
Click on ‘template,’ ‘New’ and find the category that you are interested in. You
can roll over the templates with your mouse to enlarge the view. Once you have found
the desired template, left click with your mouse. You will then be asked to name
the template. Then drag your image from your image gallery into the opening of the
template. If the template has text fields, you may add them at this point. You may
also crop and rotate the image by clicking on the image in the template. The image
should be highlighted in yellow. The click on the crop or rotate buttons found in
the top right corner. The changes will be saved automatically. Once you are satisfied
with your card selection, click on ‘cart.’ Choose the quantity that you desire and
click ‘Add to Cart.’
Do the greeting cards come with envelopes?
- Yes, all greeting cards come with envelopes.
Are your greeting cards double or single sided?
- Currently, all of the photographic greeting cards are single sided. They are printed
on photographic paper and are identified with the file name on the back of the print.
Press printed greeting cards have the availability of being printed single or double
sided.
What is the minimum order of greeting cards?
- There is a minimum order of 25 greeting cards, with increments of 5 there after.
Proof Books
How do I order Proof books?
- Start by clicking on the ‘proof book" button found on the left navigation bar.
This will open a pop up window where you can begin to create a new proof book. Go
to the Proof book menu in the upper left corner and choose ‘New’.
How do I order a Proof book package?
- With the proof book pop up window open, click on ‘Proof book’ and then ‘new package.’
From there you will be able to select the size you wish. Currently, packages are
offered in 5x5, 10x10 and 10x15 sizes and include the front and back cover and 10
pages.
How do I add a page to my proof book?
- To add a page to a book you are working on, click on ‘Page’ and then ‘Add.’ This
will open a window where you will be able to select a template.
How do I get my images into the proof book?
- To add the images into the openings, drag the desired image with your mouse into
the opening that you wish to appear. The image will automatically save.
How do I crop my image?
- To crop your image, click on the image in the proof book opening so that it is
highlighted in yellow. Next, click on the crop tool found on the top right. Once
you have the desired crop, click ‘Crop and Save.’
How do I rotate my image?
- To rotate your image, click on the image in the proof book opening to that it is
highlighted in yellow. Next, click on the rotate tool found on the top right. Once
the image has rotated, it will automatically save.
How do I open a book that I was working on before?
- You can reopen saved books by clicking on ‘Proof Book,’ ‘Open’ and opening the
book that you desire. If the images are over two months old, they are deleted from
your gallery and you will have to recreate your book again.
Finished Albums
How do I order a Finished Album?
- Click on the ‘Finished Albums’ tab on the left navigation bar, this will open a
pop up window. Click on ‘Finished Album’ and ‘New’ to start a new book. Choose a
name for your book. Next, choose the size and desired amount of pages for your book.
Choose the style of opening that you wish for your pages. Drag each page into the
opening. When you are finished, click ‘Add to Cart.’
How do I add custom pages?
- When choosing your style of pages, you may choose "Custom." You will be able to
add your own custom pages that you designed.
How do I add embossing to my album?
- When you are finished designing your album and you have clicked ‘Add to Cart’ you
may click on the option ‘Embossing’ in Silver, Gold or Blind. You may emboss up
to 28 characters on the center or bottom right of the front cover.
PLE Press
How do I order PLE Press cards?
- First, decide your card size – 4x5.5, 4x6, 4.5x5, 5x7, or 5.25x8. You can design
your card using software like Adobe Photoshop®, or you can use unaltered
images. You will generate 4 files, one for each side of the card. Save your files
in JPG level 12.
Once you have logged onto ProlabExpress, upload each card side to the image gallery
of your choice. Next, click on the "PLE Press" button located on the sidebar on
the home page menu. A new window will appear. Select the image gallery you wish
to use for your card from the Gallery drop down menu on the left-hand side of your
workspace. You will find options at the top left corner of the window, select "PLE
Press", and then select "New” from the toolbar. Now you can select the proper card
size for your images. Now simply drag your desired images from your image gallery
on the left to the blank area in your card on the right. Your image will be automatically
saved. Double-click each side of the card at the bottom of the screen, and fill
each side with images from your gallery. Once all four sides of your card are filled,
simply click "Add to Cart", and then enter in the number of cards you would like
to order. Please note that cards must be ordered in increments of 24.
What are PLE Press Cards?
- PLE Press Cards are double-sided greeting cards that you are able to create using
design software (such as Adobe Photoshop®) and your own images. The
cards come with envelopes and are ready to ship direct to your customer.
What is the minimum amount of cards that I can order?
- The minimum amount of cards that you can order is 24, with increments of 24 thereafter.
Why is my white text hard to read on my dark card?
- Thicker text is easier to read when printed on a darker card. If you have found
that your text is hard to read, try using a thicker font.
Why was my text cut off?
- As with all press printing, you will want to make sure that you keep all critical
information at least ¼ of an inch away from any card edge. Please take into consideration
headroom and text placement when building your files.
My image does not fit in the card, what do I do?
- You will want to resize your image and re-upload the new image, or pick a different
size card that will fit the proportions of your image size. There is no cropping
on the Press Cards.
I want to crop my image, what do I do?
- Crop your image in your design software program, such as Photoshop, then upload
the cropped image and follow the steps to create your card.
Are the cards printed photographically?
- No. Each PLE Press Greeting card is printed using state of the art 4 color press
technology.
Shipping & Billing
Where is my promotion code?
- After a promotion code expires, it will be removed from your account.
Account vs. Credit Card
- Credit card customers will enter their credit card number at the completion of
each order. For your security, we do not retain credit card information on our server.
Credit cards will be billed when the order is shipped.
If you use ProlabExpress.com frequently, you may want to set up an account. Accounts
are for those customers who frequently use our site and want to set up a monthly
billing system. Your orders will be added to your account, and you will be billed
at the end of that period. To be considered for an account, annual minimum volumes
may apply.
To set up an account, please contact our accounting department at
1-888-537-1304
or send an email to Accounting@ProlabExpress.com
What happens to my orders if I change my address afterward?
- All orders retain the address used at the submission of the order. Changing your
address does not affect previous orders.
If you need to have the shipping address changed on an order, contact us by phone
by phone,
1-888-537-1304,
or by email, Customer.Service@ProlabExpress.com
What is drop shipping?
- Drop or blind shipping is an option you may use to have orders shipped directly
from the lab to your clients. When you are entering your shipping information, you
may select the option to drop ship. You may also add comments to your customer that
will be printed on the "invoice." There will be no billing information on the invoice,
just your name, your customer’s name and an order reference number. The package
will be in a plain brown box without ProlabExpress.com marketing material. This
is a great way to save you time and money! You also have the option to add comments
that your client will be able to view on the invoice.
Other
How do I check order history?
- To view your order history, login to your account. On the left side bar there is
a link to Order History. Click this link and your order history page will appear.
All of your recent orders will be listed.
To view the order details of specific orders, click the View Details link.
With Order History, you can also track individual orders as they travel through
our system. Just look at the Order Status for that order to see the status.
How do I add a logo to my images?
- First we must add your logo to your account. Contact
Customer.Service@ProlabExpress.com to add a logo to your account.
After a logo has been added to your account, you have the option to select your
logo from a drop down list on your Ordering Options page.
When designing my cards containing text, how far in from the edge should
I place my text?
- To ensure all your text is seen on your image, place the text at least 1/4 inch
in from all sides.
In Quick Order, what are 5x7 Complete and 8x10 Complete?
- 5x7 Complete and 8x10 Complete are popular combinations that include Lustre paper,
mounted on Art Board, and finished with Satin Coating.
Why use Gatorfoam®?
- Gatorfoam® is the industry's choice when your clients demand a rugged, durable
board that is resistant to dents and punctures. The surface is exceptionally hard,
smooth, and virtually blemish free. Gatorfoam® is the standard by
which all others are measured.
What is available with borders?
- Proofs in sizes; 3.5x5, 4x5, 4x6, 5x5 are available with borders. Proofs with borders
are available through Quick Order. Add Logo option is unavailable for proofs with
borders.
How to order a Christmas Card Catalog?
- Christmas card catalogs can be ordered from the "Studio Enhancements" option found
on the left navigation menu bar. Your studio name that we have on file will be printed
on the front, as well as your web address, if applicable.
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.
Where can I find pricing information?
- Pricing for the services that we offer is listed under the ‘Services’ link found
at the top of the webpage. Each service is listed under sub-categories.
How do I add text to wallets?
- Follow these steps to add text to your wallets:
- Open the desired file in the editing software of your choice, such as Photoshop.
- Using the crop tool, resize the file to 2.5x3.5 or 3.5x2.5 (depending on if the
file is vertical or horizontal). Make sure and set your dpi resolution at 300.
- If you do not have "Rulers" set as an option in Photoshop, go to "View" and click
on "Rulers."
- Select the move tool. Click on the white area within the ruler and hold the left
click button on your mouse. Drag the guide using the mouse to a .25 of an inch from
the edge of where you are going to place your text. You will repeat these steps
so that you have two guides, one in each corner of where the text will be added.
- Next, select the Text tool. Set the text to at least a 12 point font (this will
depend on the type of font you are using and your personal preference.) Type the
desired text. If you would like to move the text, select the move tool and move
the text to the desired area.
- To set the text at an angle, go to "Edit” and click on "free Transform (shortcut
on PC; hold the "Ctrl" key while clicking on the letter "t"). You can now move the
text at an angle with the mouse by positioning your mouse at the corner of the transform
box. When the cursor changes to a rounded arrow, click and drag the mouse to your
desired angle. When you have the text at the right position, click "enter."
- To add dimension to your text, you can click on "Layer" then "Layer Style" and
"Blending Options." You may choose from many options to add different looks to your
text.
- Next you will want to flatten the layers. Click on "Layer" then "Flatten Image."
You are all set to save your file! Many photographers chose the "Save As" option
and will often add a "W" behind the image number to identify that the file is sized
for a wallet. For example the image number would appear as 8975_W.jpg
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 colorcast.
Calibration:
- 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.
- We recommend using a calibration kit from Greytag MacBeth® or Xrite®
for the most control over your color.
- 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
- Open an image that represents what you typically shoot. Color corrected the image
in Photoshop, making sure you are in the "sRGB" color space.
- Color correct your image based on what you see on the monitor.
- 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.
- Order an 8x10 print. When you receive the print, view it under controlled lighting
(we recommend a light box with D50/5000K lights).
- 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
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