How do I order?
Ordering is easy with an intuitive interface and step-by-step navigation
Here is an overview:
1. Go to our web site
2. Navigate to the Product Print Page
3. Choose your size and style and click “Design It”
4. Upload your photo. You can use your digital file or you can select from other album locations listed(always make sure you have the proper resolution).
5. Now you should be at the editing screen. You can crop, rotate and add effects such as make your photo black and white, give it a sepia tone, colorize it and adjust the photo through our exclusive auto contrast and auto level features.
6. Once you are satisfied with your preview, go to the checkout button.
7. If you have not already logged in, it will ask you to do so. If you are a new customer, you will enter your information at this time.
8. Your shopping cart will appear with your order, shipping method and fee. Complete the checkout process and your order will be submitted.
(There are many features on our site unique to the print industry. Navigate and explore and we are sure you will find our ordering experience very exciting and versatile.)
What resolution should my image be for uploading?
We typically like to say the higher the resolution the better. The resolution from most current digital cameras works perfectly for our products. If your camera is 5 mega pixel or higher and you've taken the photo at the highest setting you won't have a problem. If you are not sure about any of that, you can check the file size by right clicking on your image, then, click on properties, where the size will be displayed. You can always go ahead and upload your photos and our intuitive image editing tool will give you a warning if the resolution is too low. The ideal rule of thumb is 1 megapixel per square foot, however a 12” x 12” print should be at least 1/2 MB. A 2ft x 3ft = 6 square feet) should be at least 3 MB.
What file formats do you accept?
We currently accept JPEG, Bitmap (.bmp) and GIF (.gif). You can try other standard formats and see if they are automatically converted. We would recommend that you convert these and check the resolution prior to uploading.
How do I order with traditional flat prints?
You have three options:
Mail order: You can mail them to us. Send to our address below with your contact information including email and daytime phone numbers. Once we receive your order, we will contact you to review your order and product requirements. If this is a valuable photo, please make sure you send it utilizing a trackable shipping carrier. We will return your original with your print.
If you are sending the original to us for scanning we can accept prints up to 9x12 in size. Be sure to properly secure these items in a photo mailer to prevent damage in shipping.
Scan: You should use a flatbed scanner with a minimum resolution of 300dpi. Make sure you save in RGB JPEG mode. Use a high quality low compression setting. See the suggested resolutions above for best results. Once you have your final acceptable image, you can then upload to our site.
Retail: There are many retail stores that will scan your photo for you and copy to a CD or DVD. Just be sure and share with them the scanning requirements above.
*We process manual orders currently at no additional charge. When sending in your photos or art, DO NOT SEND ORIGINALS. We cannot accept negatives, transparencies, slides or any other related original media format. Send duplicates to avoid any unforeseen circumstances that can occur, such as loss or damage. Locate the nearest photo lab to have duplicates made. We are not responsible for any loss or damage of your duplicate photos or images. We will do our best to return your images, however we reserve the right to reprint your duplicate image and send that to you in place of the prints you send us.
How do I edit my photos?
We have developed the best photo ordering site available. There are many onscreen options for you to edit your own photos. You are able to crop, rotate, and adjust many other features. Other features include changing the photo to black and white, sepia tone and using our advanced auto contrast and auto levels option to color correct your photos. This way you can see exactly what you get before it is printed. No surprises when your product arrives.
Can I see my image before you print it?
Our onscreen editing will give you a proof of your product before it is printed. If you don’t like what you see, then change it as many times as you like before ordering. If you are unsureof how your image will print, or have a special request, contact us.
What are Artistic Prints?
Our team of highly skilled and talented artists evaluate your image and enhance the color, sharpness and contrast levels accordingly. We repair minor imperfections and optimize for printing. We then use a specialized tablet and stylus to create brushstrokes to give a beautiful painterly effect. This is great for when you want your print to look more like an oil painting.
What type of color management do you offer?
We print utilizing the best-of-breed printers, materials, inks and coatings. All of this must be calibrated together. We use several devices from X-Rite Corporation to keep your print calibrated to manufacturer and Color.org specifications.
What if my photos have a copyright on them?
We are not permitted to reproduce copyrighted material. Since you are uploading and creating your own product, it is up to customer to make sure you are not violating any copyrights.
Are there any restrictions on what type of photos can be printed?
You can print just about any digital image with us. There are no restrictions on what subjects can be printed, but we reserve the right to refuse orders with questionable content. You must however be the copyright owner of the image or have obtained permission for reproduction from the copyright owner.
How is my product shipped?
We ship your product using the best possible way to get your product to you safely and in a reasonable amount of time. We typically use UPS and Federal Express. If you do not receive your product within 7 days after our posted production time, then please contact our support email at: customerservice@ImageToGlass.com and we will get back to you.
What are your shipping charges?
Your shipping charges are based on the size, weight, value and destination of your package(s) and also includes labor, packing/wrapping, packaging supplies and materials. Individual orders may be shipped together and will incur the individual shipping charges since a majority of the fees are in the items above, less freight cost. Your shipping charge will be calculated prior to entering your payment information and will allow you to make any changes.
What if I want to ship to someone else?
When you place your order, we will prompt you for a shipping address.
Can I ship to Canada?
Sure, just review the charges prior to final checkout. The fees will be calculated there and will include everything including customs and duties.
Do you provide rush service?
You can opt to have your product shipped second day air which would not change our production time. For a quote on rush production, please email or call our customer service department.
Can you ship to a PO box?
We must have a physical address to ship to. If you have a PO Box or APO box, you may contact us for additional options.
How are the products packaged?
We use specially designed packages for shipping. Products come wrapped and are held securely in the box.
What if my product arrives damaged?
If you notice your package is damaged while your delivery person is having you sign for the package, please let the delivery driver know and have them note the damage. You will need to keep all packaging materials for inspection. Please handle your prints carefully. We cannot replace a print that is damaged from mishandling after you receive it. We have a very low rate of damaged packages but accidents do happen. If your package arrives damaged please take photographs of the damage and contact us at: customerservice@ImageToGlass.com.
Do you guarantee your product?
Yes, our products are guaranteed. If when you receive your product you notice a problem, please contact our customer service department within thirty days of shipping. If your product is damaged, you will need to keep all packaging materials and take pictures of the box and all packaging. We will work with you on a replacement or solution to your issue. All we ask is for you to return the product at your expense. customerservice@ImageToGlass.com
Please review the policy on our website.
I do not see the size that I want?
Do you offer custom sizes? Yes, we can create any size product including any other large format offering. We have many sizes to choose from. Please contact our customer service agent at: customerservice@ImageToGlass.com for a fast quote on your custom size or product.
I am a professional, do you offer discount prices and quantity pricing?
Yes, we do. Please contact our customer support at: customerservice@ImageToGlass.com for more information.
What payment methods are accepted?
We accept Visa, MasterCard, Discover and American Express. Your card is charged at the time of checkout online.
The order said it was declined or the transaction could not be completed, what happened?
For security, our merchant services provider verifies that all billing information for the credit card matches what the bank has on file. If the billing address you entered does not match the card you used, the transaction will be declined. Be sure to also verify that the number, expiration date and security code are all typed correctly. If you still have trouble there may be a communication error with your bank, please contact them for more information or contact our customer support department at: customerservice@ImageToGlass.com.
Can I pick up my order instead of having it shipped?
Yes. We operate a full retail location. Our office in Houston Texas is open from 9am – 6pm Monday – Friday Central Time. You just need to select “pick-up” when checking out. Our contact page has our physical address.
What if I made a mistake and need to cancel my order?
If you have made a mistake with your order or need to cancel it, contact us immediately to make corrections. Please call during our business hours of Monday – Friday, 9am – 6pm Central Time, after hours email: customerservice@ImageToGlass.com. We typically start the production process within a few hours of your order. Once the order has been processed, unfortunately we cannot make changes.
My coupon code does not work?
Please check the code and make sure you have entered it correctly. Make sure the coupon has not expired. If you have a valid coupon and it still does not work, you can contact our customer service department at: customerservice@ImageToGlass.com.
What if I forgot my password?
If you forget your password, go to the Log In page and click the link that says “Forgot your password?” You will be prompted to enter in the email address from the account and the site will email you instructions. Your existing password or a temporary password will be sent to you.
How long will the product last?
We use archival quality inks, and materials and test results have been shown that your product will last over 75 years indoors out of direct sunlight.
How do I clean the glass?
The glass is similar to normal household glass on the front. You dilute vinegar or Windex and clean the front. Use a soft cloth or handkerchief and spray the cloth first and then clean the glass. Do not put any type of chemicals on the sides or back of the glass.
What is the best way hang the product?
The product ships ready to hang with hanger attachments on the back. We don’t include or attach wires since it can damage your print during shipping and many customers do not use the wire for hanging.. You may choose to add your own hardware if you have a preference on hanging your artwork. Be sure a hang you product securely to the wall since it is breakable.
Your images are printed with the highest quality archival inks and materials available. Printing on glass gives a unique effect and every print is a little different. Due to the fact that this is a natural material, you will typically see variations in the material that will show in your print. This is not a defect, but a natural characteristic of the product. . Your color will slightly differ from your original with color and contrast varying up to 5%.
Glass product characteristics
What if I have a series of prints?
If you are ordering a series of prints that are intended to be hung consecutively, please do notate it in the notes section at check out. For example, if ordering 3 prints, note 1/3, 2/3, and 3/3.
Can you color match previous orders?
If you have ordered a b&w or sepia toned print from us in the past and would like us to color match it, please reference the previous order number in the notes section. We will try our best to match your previous order history.
Please note that order fulfillment includes time to manufacture the product along with packing and wrapping. Shipping typically runs an additional 3-5 business days in the US and longer for the holidays. (excluding shipper delays) Our current estimated time to manufacture most products is currently approximately 11-15* business days and may be longer during the holidays and peak ordering times. Custom and specialty products, including manual orders may take an additional 10 days or longer to produce.
This time estimate is assuming your image is received “print ready”. Images requiring “intervention” special handling will be put on hold and take longer and delay production process. Orders requiring intervention include some of the following issues, special requirements, low resolution, too dark, too bright, general low quality photos, cropping problems, changes and inquiries including delivery information and other related issues. Since most products are customized, production times are estimates and or not guaranteed.
All FAQ’s are a generalization. For specific questions and details, please email one of our customer service representatives. All times are estimated and will vary. This FAQ page is subject to change without notification.