• Live Help

Frequently Asked Questions


Features

How do I join?

Can I download my pictures back to my computer?

Can I edit my images using your service?

Can I organize my pictures?

Can I remove red eye?

Quick Tips on Creating Your Project inside the configurator

Uploading Images

I have a coupon code that was given to me by Kingwood Photo Lab, how can I use this?

How long are my images stored on your site?

What kind of files can I upload to your site?

How do I add pictures to my online account?

Order Process

How do I crop the pictures in my order?

How do I find a store in my area?

How can I pay for my order?

Can I use a credit and a promotion code on the same order?

Can I use multiple promotions on the same order?

How do I change the quantities in the cart?

What is Aspect Ratio?

Do you print copyrighted images or pictures taken by professional photographers?

My Albums

Can I rename or delete my photo albums?

How do I create a New Album?

How do I copy or move pictures to a different album?

Order Status

Can I change or cancel my order?

How do I check the status of my order?

Trouble Shooting

How do I get my password if I forgot it?

How do I change my email address or password?

Features

How do I join?

Click the “Sign Up” link located on the upper right hand side of the screen to create a new account with our service. Your email address will be your user name. Enter the password of your choice.

Creating an account allows you to upload images into albums and gives you exclusive access to those images and albums.


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Can I download my pictures back to my computer?

The site may allow downloading of your photos.

You can choose to download a specific image from your online account back onto your computer.

When viewing your image in the album, click the magnifying glass to see the image bigger. Once it is enlarged you will see a "Download" option on the left. If there is no magnifying glass, the site has downloads disabled

Make sure you have Pop-Up blocking disabled.


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Can I edit my images using your service?

We provide a basic photo editing tools that allows you to crop, rotate, and apply special effects like black & white or sepia to your images.

Notes: Make sure you click “Apply” when using the Cropping and Red Eye tools before you click “Save.”
When saving an image, “Save a Copy” makes a second image file and keeps the original, while “Overwrite” saves over the original image file.


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Can I organize my pictures?

Images are organized into folders (also known as albums), just like on your computer. By default, the folder name is the date the images were uploaded. But you can change this in the "My Photos" by clicking the date and then clicking the pencil to rename the folder.

To learn how to change the name of the folder as you are uploading, please see our FAQ "How do I add pictures to my online account?""

To sort the images within the folder, in the menu bar above the images click the photo, album, calendar or A-Z icons. You can then sort the images by Name or Date.


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Can I remove red eye?

Yes. We have a basic red eye removal tool available using our Editing Tools.

For additional information on our Editing Tools, please visit the FAQ "Can I edit my images using your service?"


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Quick Tips on Creating Your Project inside the configurator
  • The tools to create your project will be on the left hand side of the screen (photos, borders, text, layout, style, background, art)
  • To add photos on an empty page, click on the empty page area, then select the photo tool on the left handed side. Click "Add Empty Photo Box". Highlight the photo box recently added to see your photos in albums.
  • Click on any photo to enable the photo edit tools (pan, transform, rotate, front, back, delete).
  • Swap the photos by clicking on the photo and doing the same process as adding a photo to the photo box.
  • Click the Tool Tips “Lightbulb” for additional help
  • Click “Save” to save your work
  • Click "Add to Cart" to preview
  • To Edit a saved project, log into your account, go to “My Account” under your account name, click “Saved Projects”, click “edit / preview”


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Uploading Images

I have a coupon code that was given to me by Kingwood Photo Lab, how can I use this?
After adding images to your shopping cart and choosing the prints you would like to order, proceed to checkout and the resulting page is where you enter your billing and shipping information. At the bottom of this page is an area where you can enter the coupon code. Enter the code in this box and click Continue. The coupon value will be subtracted from the subtotal and the revised total will appear on the resulting page.


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How long are my images stored on your site?

You can upload an unlimited number of images for projects, printing, ordering and editing. The images will be stored in your account as long as you log in at least once every six months to view the photos. Logging in once every six months lets us know you are still using your online photo account. Should you forget to log in, you may receive two emails stating your images are in danger of being deleted due to inactivity. If you fail to log in after the second notice, your images will be deleted.

Please Note:All images are converted to JPEG for printing purposes. And extremely large images may be compressed to help facilitate printing. This occurs at the time of uploading. So while we do store your images as stated above, re-downloading the images may not be the exact file type and size initially used to upload to us.

Check the Terms and Conditions link at the bottom of the page for more information..


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What kind of files can I upload to your site?

We accept the following file types:

  • .jpg .bmp, .tiff, .gif, .png, .jpeg

We do not accept PSD (Photoshop), PDF, Word Documents, or RAW files.


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How do I add pictures to my online account?

 

To add photos to your online account via the website, please do the following:

  1. Go the Welcome Section (Hi, Your Name), click on the dropdown then click on My Photos. Click on Upload Photos located at the upper right side of the screen below the shopping cart icon. It will open up a drag and drop page where you can just click on all photos from your local folder (or using the Shift key to select images next to one another or hold down the CTRL key to then select various images within the folder) and drag them over to the site.
  2. By default it will create a new folder with Today's Date
  3. You can also click "Browse Images" This will open a pop up browser window on your computer that only you can see. You can then navigate to the folder where your images are located.
  4. Select multiple images within the same folder by using the SHIFT key to select images next to one another, or hold down the CTRL key to then select various images within the folder.
  5. Click "Open" in the bottom right of the pop up. The pop up will close, and the upload will start. You will be able to see the progress of the upload. You will a see the preview on each photos once they are loaded to the drag and drop page. Once all photos are loaded, click on DONE and it redirect you to the site with the new album.
  6. You can now order these images as prints or use them in a project or make a photo gift

    Note: We support the following file types: BMP GIF JPEG JPG PNG TIFF. Maximum file size cannot exceed 20MB.


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Order Process

How do I crop the pictures in my order?

 

There are several ways in which you can crop your images. Some may not be available on this site.

One option is available prior to ordering anything. When viewing your images in your online folders, you can click “Edit” to access the Edit Tools. Please see the FAQ "Can I edit my images using your service?"

Another option is to wait until checkout to crop your photos. If your images need cropping, you will be given two or three cropping options.

  • "Auto Crop" will be done automatically, but can result in heads cut off if your subject is near the edge of your images.
  • "No Crop" fits the entire image on the print, so that the largest side fits on the paper. The empty spaces that are left by the smaller dimensions are then filled with white space.
  • "Manual Crop" allows you to control the cropping.

You can also crop your image using the editing tools after selecting your print size.


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How do I find a store in my area?

For pick up locations in your area please visit the Locations or Find a Store link located in the upper right hand corner of the site.


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How can I pay for my order?

There are two possible payment types.

Pay Online: If Pay Online is offered, we process prepaid online orders via a payment gateway. You can pay with a credit card.

Pay In Store: If Pay In Store is an option, you will pay when you pick up your order.


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Can I use a credit and a promotion code on the same order?

When placing an order, enter the coupon or promotion code in the field on the Order Summary page. Then make sure to hit the "Apply" button and the shopping cart will automatically total the remaining balance, if any, from the combination of the credit on your account and the coupon.

Please note, if you are combining free prints, dollars off and a coupon on the same order, the free prints are applied first, the dollars off credit is deducted from the sub-total, and then the coupon/promotion code is applied to the order.

Please note, you cannot combine a credit, a coupon code, and a Deal in the same order.


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Can I use multiple promotions on the same order?

Unfortunately, you can only use one coupon/promotion code per order. You can always split your order into multiple orders and use the separate codes on the separate orders.


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How do I change the quantities in the cart?
  1. After you have selected images in "My Photos" for ordering they are listed in the shopping cart.
  2. You can click on the shopping cart icon, to see the items current in it at the top. (The bottom section will allow you to add other sizes to the cart.)
  3. Next to the product name is an "Edit Item" link. This will open a pop up window that will allow you to edit all images currently selected as this product. You can change the product, change the finish, and change the quantity, and it will make this change to all images that were selected..
    Or for an individual image you can click the QTY link and edit the quantity of that image. For example, if you needed to change it from 1 copy to 2 copies of a specific image.


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What is Aspect Ratio?

Aspect Ratio is the size (width x height) of the image. The aspect ratio tells a lab technician what size(s) the image can be printed without requiring cropping. For example, an image with an aspect ratio of 4x6 can be printed at 4x6, 8x12, 12x18, etc. without any cropping, because 8x12 and 12x18 are the same ratio as 4x6.

Many digital point and shoot cameras now capture images in a 4.5x6 ratio. This means that most digital images taken with a point and shoot camera will need to be cropped slightly.

For more information on cropping and cropping options available on the site, please read the question, "How do I crop the pictures in my order?"


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Do you print copyrighted images or pictures taken by professional photographers?

Please refer to the Terms and Conditions of the website. It is also recommended that you call and speak with your local lab/store for specific information.


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My Albums

Can I rename or delete my photo albums?

The albums are fully editable.Go to "My Photos" and click on the pencil icon to the right of the album you wish to rename.

 


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How do I create a New Album?

Once you are logged into the photo site, you should see in the top right hand corner a message that says “Hi,_____” and your name. Select that dropdown menu from below your name and there is a “My Photos” link on the left hand side. Once you click on that link, you will be redirected to all of your images. In the upper right hand corner, you will see an “Upload Photos”. Click on the link and you will be directed to upload images from your computer or social media. After the selected images have been uploaded, you will see in the top left corner today’s date. Select that date and a dropdown menu will appear. You will then see “Add Album+”. You can add all your new photos to that album.


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How do I copy or move pictures to a different album?

To move or copy your pictures from one album to another, you will need to have already created the album you want to move the pictures to. For directions on how to create a new album, please see FAQ "How do I create a New Album?"

  1. Click “My Photos” located on the right hand side of the screen under the "Welcome" section.
  2. Open the album where the photos are currently located.
  3. Select the images you would like to move.
  4. A gray bar would appear the bottom of the pages showing the number of photos you have selected with the options Review, Copy, Move, Delete, Order Prints. Click on Move.
  5. It will open another window showing all of your albums Select the album you want to transfer the photos to and click on “Move to Album” located at the lower right corner of the page.
  6. Then click "Save Changes"
  7. You will see a prompt saying “All photos are moved to album “album name” successfully” once it’s done.


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Order Status

Can I change or cancel my order?

Cancel: Due to the high speed at which the orders are fulfilled, we cannot cancel an order once it has been placed. If you have any questions, please contact us by clicking the “Live Help” link at the bottom on the website, or speak to a store associate at the location where your order is being printed.

Change: Orders are sent as packaged non-editable JPG files to the lab that produces them. Thus an order cannot be edited or changed once it has been placed.


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How do I check the status of my order?

You can check the status of your order at any time by clicking the "My Orders" link located on the right hand side of the screen under the "Welcome" section. Click on your order number to see the details of that order.

One of our Live Help technicians can look up the tracking number for your order. Depending on the order, the technicians may not have direct access to tracking the order. However, if you give the technician your order number and the store you ordered from, they can look it up and get back to you.

Ground Shipping: Unfortunately, we cannot track orders that are mailed via standard ground shipping. If it has been more than the 7-10 business days since you received the "Order Shipped" email, please contact our Live Help technicians, so we can check on your order and reship if necessary.


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Trouble Shooting

How do I get my password if I forgot it?

If you have forgotten your password, click on the “Forgot password” link located on the "Log In" page. If you do not receive the email within about 10 minutes, we recommend checking your Junk and Spam folders as it occasionally gets filtered by these automatic applications.


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How do I change my email address or password?

You can update your email address, change your password, or edit your home address at any time.

  1. Click on the "Edit Account Info" link located on the right hand side of the screen under your account name.
  2. On this page you can update your email address, change your password, edit your home address, etc


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