FREQUENTLY ASKED QUESTIONS

GENERAL

Where is Upload Arts located?

We are located in Richmond, Virginia.

Where are Upload Arts orders produced?

All orders are produced at our production facility in Richmond, Virginia.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express and Discover.

Will I be charged sales tax on my order?

Orders destined for a Virginia address will see 5.3% sales tax added to their order. Tax is not applied to shipping costs – only to merchandise.

When will my credit card be charged for my order?

A hold for the total amount of the order will be placed on your card at the time of order submission.  The actual charge and transfer of funds will take place the evening of your order, or the following evening – depending on what time of day your order was submitted. 

What are your in-lab production times?

Click HERE to see our in-lab production times.

Do your in-lab production times change during holidays?

If we are closed in observance of a holiday, orders will not be produced on that day but will resume the following business day. We will always notify you in advance of the effect of a holiday on the production schedule. We are closed in observance of Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day and New Year’s Day. 

How can I view the status of my order?

Log into your account in the upper right corner of the screen. Then click on the human icon and select Orders. From here you can click View and your order status will be listed there. Please contact Customer Service if you have any questions.

Will I receive a confirmation email after I’ve placed my order?

Yes! You’ll receive an email shortly after placing your order that includes order contents, details, production times, and projected shipping and delivery information.

How do I reach you if I still have questions or need to talk to someone about my order?

We can be reached via online chat (the icon in the lower right corner of your screen) or by emailing Customer Service.

I forgot my email address and/or password for the website. What do I do?

Click on Log In, then select Forgot Password. Enter your email and you’ll receive an email with your pin number.

Why do I need an account to order?

Creating an account will save your cart – so you can start an order on one device and pick it up on another. It will also save your contact information so that you don’t have to enter it every time you order. Additionally, you’ll be able to log into your account and see your detailed order history.

Are there any fees, commitments or requirements associated with creating an account?

None at all!

Do I have to give you my payment information when I sign up?

No, you’ll only enter that information when you check out. It will not be saved in our system, but can be saved in your browser depending on your personal settings.

How do I update my contact information?

Log into your account in the upper right corner of the screen, then click on the human icon. Click on Contact Info and make any changes you need to. Be sure to save when you’re done.

What types of files do you accept?

JPEG files are preferred, and the website will indicate if there is an issue with a file you attempt to upload.  There is currently a 16.8MB file size limit for image uploads. We recommend that all images be saved in the sRGB color space. If your files are particularly large, it may be worth sizing down before you order – your orders will upload more quickly to the site and the order will transmit more quickly to the lab.

What image resolution do you recommend?

We recommend submitting images at 300ppi, however images at resolutions as low as 150ppi may be sufficient depending on the final size of the product you are ordering. 

I want another copy of something from a previous order. Do I need to send a new order or just contact Customer Service?

The best way is to send a new order. You can see all the details of your previous orders by logging into your account, clicking on the human icon and then selecting Orders.

 

PRODUCTS AND SERVICES

How is the cropping of my images handled?

Image cropping is performed by you! Our website allows you to position and scale (crop) your images in real-time online! Our lab technicians do not crop your images so it is important that you review your order for accuracy before submitting.  If we notice any image cropping we think might be unintentional, we'll contact you for approval.  

Is the color correction of my files included in the product pricing?

It is! Click HERE for our image handling policy.

What is the archival life of a photographic print?

The archival life of a high quality photographic print is over 100 years.

What retouching options do you offer?

We offer comprehensive Facial Retouching. When you order Facial Retouching our artists will review the image for all of the following: blemishes, lines and/or circles under eyes, facial shine, teeth whitening and glasses glare. 

How do I size my image to order a gallery wrap?

We offer two options – you can let your image wrap around the sides of the canvas or choose one of our solid color border options. Our wraps are 2” deep, so you will want to account for this amount of additional image area on all four sides if you would like your images to wrap all the way around. Solid color borders work best for images with a tighter crop. Our on-screen guide will help you determine if you have an appropriate image for the product. If you have any questions, please send us a chat or email.

What mounting options do you offer?

We offer matboard and gatorfoam. Our matboard is 1/16” thick and gatorfoam is 3/16” thick. Both surfaces are black.

Which mounting option should I choose if I’m framing my print?

The depth of the frame typically helps determine the most appropriate mounting option, but matboard is the most popular. Matboard is 1/16” thick and gatorfoam is 3/16” thick. Both surfaces are black.

Which mounting option should I choose if I’m not going to frame my print?

The size of the print and the intended application should influence your choice of mounting board. Gatorfoam resists warping and is an excellent option for large prints and/or display areas with excessive humidity. Our Texture finish is also a great option to add a unique texture and protection to unframed prints.

What are the benefits of finishing or texturing my prints?

Having your prints finished or textured adds dimension to your images for a unique, professional effect. Texturing presses a pattern into the surface of the print. Our finishes are sprays that contain UVB protection and also help guard against fingerprints.

Can I order multiple both luster and glossy photographic paper within the same order?

Not at this time. All photographic prints in an order must be printed on either luster or glossy.

 

SHIPPING

What shipping carriers do you use?

We use USPS and UPS.

What shipping methods can I choose?

We offer two shipping speeds - Standard and Overnight. Orders that ship via our Standard method usually take 3-5 days to arrive once they are produced, depending on your geographic location. Choose Overnight shipping for UPS guaranteed overnight delivery once your order has been produced at the lab. Click HERE for our in-lab production schedule.

Where can I find tracking information on my order?

You will receive a shipping confirmation email once your order has been shipped from the lab. This will include tracking information.

If I choose Next Day or Overnight shipping, will I receive my order the following day?

Orders with overnight shipping follow our regular in-lab production schedule but once shipped will arrive to you the following business day. Click HERE for our in-lab production schedule.

How are shipping charges determined?

Standard shipping is $4.95 for packages weighing less than 1 lb. Standard shipping is $8.95 for packages weighing more than 1 lb. Your cart will update in real time with your shipping costs. Overnight shipping is based on order cost and uses the following tiers: 

Order Cost

Overnight Shipping Cost

$0-14.99

$35

$15-24.99

$45

$25-34.99

$55

$35-120.99

$75

$121 and over

$120

 

Are there certain holidays shipping carriers don’t deliver packages on?

There are. USPS observes New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day.

UPS observes New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day and New Year’s Eve.

Can I have an order shipped to someone other than myself?

Certainly. You can enter any shipping address at checkout. During checkout, you can also select “This item is a gift” and the pricing will be removed from the printed order receipt that ships with your order.

Do you ship to Canada?

Not at this time.

Do you ship internationally?

Unfortunately we only ship to U.S. addresses at this time.