301.838.9006 | 855.44.PILOT|info@pilotimaging.com

FAQ

/FAQ
FAQ2017-09-13T13:20:01+00:00
My order arrived damaged!2018-09-12T15:17:56+00:00

If products are damaged in shipping, please contact us immediately to report the shipping damage and to your order re-done.

What shipping/delivery methods do you offer?2018-09-12T15:10:59+00:00

Standard Shipping: We offer standard shipping to your studio via UPS ground.

Drop Shipping: We will drop ship to your client via your preferred method for the exact cost of shipping or we can use your shipping account for no extra cost.

Expedited Shipping: All expedited shipping is done at cost and ranges based on destination. ROES eliminates shipping charges but we update charges to the exact amount once the order is completed.

International Shipping: International shipping is not a problem and will be done at cost.

Courier Services: We offer courier services within 100 miles of the D.C. Metropolitan area. Call for exact pricing and availability.

What paper do you use?2018-09-12T15:11:56+00:00

Photographic:

Kodak E-Surface Lustre is our standard paper. Alternate paper types can be requested when you place your order.

20% Upgrade: Glossy

50% Upgrade: Metallic Silver Halide

Press Paper:

Our stocked papers include a coated (glossy), uncoated (matte), pearl/metallic, watercolor/art and linen in 80, 118, 148, 216, 270 and 300gsm. As a custom service we are willing to provide additional paper types for special requests; please call to get a quote.

Why is there a minimum order charge on my order?2018-09-12T14:48:31+00:00

When submitting orders through ROES, orders under $5 will be assessed a $0.50 fee.

RAW processing orders also have a minimum $5 fee. This fee is waived if the order is coupled with retouching services.

What are your rush fees?2018-09-12T14:45:17+00:00

Any of our services can be rushed; fees are based on time of year and availability of materials. Always contact us in advance for the best rates possible.

What are your turnaround times?2018-09-12T14:43:42+00:00

Photographic Prints – 24 Hours or Less

Mounting – Some material same day, all guaranteed in 14 days

Canvas Wraps – Some material same day, all guaranteed in 14 days

Large Format – 24-48 Hours

Canvas – 24-48 Hours

Image Processing – 1-5 Business Days

Retouching – 1-5 Business Days

Design – 2-5 Business Days for Initial Design

Press Products – 2-10 Days

Books – 1 Week (Subject to change depending on time of year)

What payment methods do you accept?2018-09-12T14:27:41+00:00

We accept Visa, Mastercard, American Express, Discover, cash and check.

There is a penalty fee of $35 for returned checks.

What are your hours?2018-09-12T14:25:44+00:00

We are open Monday-Friday, 9am-6pm.

Can I only order the albums as a design, print, and bind package?2018-02-06T18:59:54+00:00

No, you may purchase our design, service, printed spreads and/or album binding separately. Our design, print & bind packages were put together to convenience our photographers and make their bottom line a little clearer.

What if I want to take advantage of additional options that PictoBooks offers but I don’t see them here?2018-02-06T19:01:19+00:00

You can upgrade and add extras to any of our DPB packages please call and speak with one of our album specialists for details.

What if I prefer to use an album binding company other than PictoBooks?2018-02-06T19:02:07+00:00

We are happy to work with any album company of your choice or let you submit your albums for binding on your own. Album design and printing services would then be billed a-la-carte rather than as a DPB package.

What if I want to make changes to the album design?2018-02-06T19:02:41+00:00

That is, of course, no problem. For information on what is included and how additional changes are billed please read more about our album design.

Can you work directly with my client to design their album?2018-02-06T19:03:27+00:00

Absolutely, our designers have a lot of experience working directly with our photographers’ clients. There no need for you to feel like a middle man but we are happy to keep you involved as much or as little as you’d like.

Can I upgrade to metallic prints for my album?2018-02-06T19:04:07+00:00

Yes, the upgrade fee is 50% extra per spread.