Frequently Asked Questions
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What are Pictopia Partner Galleries?
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Pictopia partners are newspapers, media companies, museums, photographers, and other holders of photo archives who make prints available for sale to the public through Pictopia's ecommerce and fulfillment services.
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Products offered for sale through partner galleries differ from those available in our direct, lab service and include such things as framed prints and photo gifts.
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Click here to see the list of current partners.
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I'm having trouble logging in. What do I do?
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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.
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How do Pictopia prints compare to large format inkjet prints?
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Pictopia produces true photographic prints. Since we print on photographic paper exposed by light (LightJet printer), rather than ink sprayed on paper (Inkjet printer), our prints will look sharper and more realistic. Our LightJet printer prints at 300 ppi continuous tone, which is equal to a resolution of 4000 dpi on an inkjet. In addition, photographic paper is more archival and durable (less likely to crease or wrinkle) than most inkjet papers.
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Please tell me more about framing!
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Framed products are only available to customers of Pictopia's content partners. To provide the greatest longevity and most stable environment for your photographs, Pictopia provides museum-grade matting and framing at a reasonable price to help you enjoy and protect your investment. We use high-quality metal and wood frames, acid-free museum board for the mat window and archival materials for corners, hinges and backing.
The assortment of materials and finishes has been selected for a perfect presentation. The look of 100% rag museum board provides a striking border for the photograph, and plexiglass glazing has been selected for lightness, safety in shipping, and its brilliant clarity. Only the finest materials and craftsmanship are provided.
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 one dimension and fill in the other dimension depending on the ratio of its height and width.
The mat for an 8x10 print is 2 inches on each side. Borders are increased by .25 inch for each successive print size.
Depending on its type, 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.
| Print Sizes (Inches) |
Mat Size (Inches) |
Maximum Dimensions including Frame |
8 x 10 |
2 |
13.5 x 15.5 |
11 x 14 |
2.25 |
17 x 20 |
16 x 20 |
2.5 |
22.5 x 26.5 |
20 x 30 |
2.75 |
27 x 37 |
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How are prints shipped?
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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.
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Framed prints are shipped by FedEx Ground. FedEx will not deliver to a P.O. box, and we do not recommend it for unframed prints either, due to the likelihood of damage occuring.
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How soon will I get my prints?
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Unframed prints ship within five days. Allow up to five additional days for shipping.
Framed prints ship within two weeks. Allow up to five additional days for shipping.
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Where are the prices of the photos displayed?
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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.
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How do I pay for the photos?
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All payments are by credit card. A charge by Pictopia.com will appear on your credit card statement.
We accept VISA, MasterCard, and Discover. Back to top
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Can I check on the status of my orders?
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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.
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What if I am unhappy with the prints for some reason?
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RETURN POLICY
Our return policy reflects our commitment to your satisfaction. If you are not fully satisfied with your purchase for any reason other than damage, you may return it within 30 days of receiving it to our Customer Service Department. We will happily refund you the original purchase price, excluding shipping and handling charges.
Requests for returns due to shipping damage must be made within three (3) days of receipt of your order. We pack prints carefully, but photos are delicate, and accidents do happen. It is always a good idea to inspect your order soon after it arrives and to let us know right away about any damage that occurred in shipment. Be sure to handle your print carefully and avoid touching the surface. Also, note that we cannot be responsible for prints damaged during framing or mounting you may do.
RETURN PROCEDURE
Returns not made in compliance with this procedure will not obligate Pictopia in any way.
Call our Customer Service Department at 800-390-7269 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 # _ _ _ _ _ _ _ _ _ _
Pictopia Customer Service
1300 66th Street
Emeryville, CA 94608
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Can Pictopia print my photos too?
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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.
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