How do I contact you with
questions regarding my order, remakes, customer
service issues, etc?
Email us –
CustomerService@connectinnovations.com. We will respond to you in a timely manner.
In most cases, orders received will be shipped
that same day.
We accept - Visa, MasterCard, American Express,
and Discover. For your protection, our software
encrypts credit card data when your order is
submitted to us. Cards will be charged when the
order is received. “Photo Lab” will appear on
your credit card statement.
Promocodes are used in 2 locations - either the
"Choose Options" section under the product
within the Creation window OR within the "Order
Options" window. Promocodes do not have any
spaces and are entered with the exact spelling
in which you received them. When you enter a
promocode & press Enter, the box will turn green
if it is correct.
Standard Shipping – FREE
UPS Ground Shipping - $5.00
2 Business Days - $12.95
1 Business Day - $24.95
I would like to drop ship my
order to another shipping address. Do you have
Yes. In your cart check the box beside "This is
a gift or drop ship." Once you continue on to
Check Out, enter the shipping address under
Shipping Method on the Checkout screen.
I am from another country
other than the United States can I order from
At this time we do not offer international
ordering or shipping.
I am from or am shipping an order
to Alaska or Hawaii. Do you ship to those
Due to free shipping we are only able to ship to
the 48 contiguous United States.
What type of paper does
Connect Innovations print on?
We use Kodak Professional Endura paper, which is
the best photographic paper available today. It
provides excellent tonal range, contrast, and
color saturation. It has archival light-fastness
qualities in excess of 100 years in routine use.
Can you Scan my film for this
Not at this time. Currently we only accept
digital camera files sent using our software
over the Internet.
How do my files get to you
using the Internet?
The software will allow you to import, crop, and
order prints (and services). When the order is
completed it will be sent to our servers using
FTP (File Transfer Protocol) that is built into
the software. test
Our printers & equipment are calibrated to
exacting Pro Lab standards in order to produce
the best possible print. Please keep in mind
that a smaller file size will produce a less
desirable print, and this is magnified as the
print size increases. Below is general guide in
ppi (pixels per inch) that you should keep in
mind when ordering various print sizes from your
digital image files:
Min. Res. In
Pixels Per Inch
150 x 250
400 x 600
500 x 700
800 x 1000
1600 x 2000
2000 x 3000
As a professional quality lab do
you analyze and color correct my images?
Yes. Our trained experts manually color correct
each image using Kodak professional color
management on any images that we believe need to
be adjusted based on our careful analysis. If
you do not wish to have your images color
corrected then please check the box beside "Do
Not Color Correct" within the cart window.
The product thumbnails are
all white & I can't see the choices.What do I do
to fix this?
You'll need a new clean launch of the creative
ordering system. To do this go to Start > My
Computer > C: drive > Documents and Settings >
User Name - In this folder, delete the folder
named ".ConnectInnovations" and then relauch the
software from the top of this page. back
Do I need a broadband
We recommend the use of DSL or Cable modem at a
minimum due to the sizes of files being sent to
I clicked the ‘get started’
button but I don't see the ordering system.
What do I do?
Look for Java in the taskbar at the bottom of
your screen. There will be some reference to
Java whether it's the word Java or the Java
symbol. Click on the Java icon and you should
see a progress bar showing that the ordering
system is launching. If you do not have Java or
it needs to be updated then when you click on
Java you will be prompted to update to the most
recent version. The ordering system will then
launch and you will see the progress bar.
What is the JAVA Plug-in that
I get when I download the software for the first
It is required as a one-time download to run the
software. You should answer "yes" or "I accept"
to all the prompts associated with the Java
What fonts can I use with this
You can use any
font that is located on your local PC or Mac.
Otherwise there are no font limitations.
What file types do you
We currently only accept .jpeg or .jpg files in
our ordering software. If you have .tiffs that
you would like to order from, you should
compress them to a .jpeg or .jpg prior to using
There are white borders
around my image. Will they show up on my print?
Yes. If you see white borders they WILL be on
your print. We do not remove them since we print
your photos exactly how you order them. If there
are white borders when you initially move an
image onto a template, click on the image once
and you will see various editing tools. You may
need to zoom in slightly to remove the white
edges. If you see a white border when you click
Crop or Fit then please refer to the next FAQ.
When I select the Crop or Fit
option on my image in the ordering system I see
white borders around my image; will this show up
on the print?
YES. If you see white borders around your image
then it will print with white borders. Our
ordering system is versatile and allows you to
make various adjustments to your image. The Crop
or Fit tool is very useful, but sometimes white
borders are created when you choose this option.
Please note that we create and process your
order exactly how you place it.
Part of the image appears to be
cut off on my print. Why did this happen?
We print your images exactly how they appear
when you place your order. If the image is cut
off when you place it on a template then you may
want to consider a different size and more
importantly a different aspect ratio that better
suits your image.
What is the aspect ratio? Why
does it matter?
The aspect ratio is the ratio of the width of
the image to the height of the image. For
example, the aspect ratio for an 8x10 is 0.8.
This number was found by dividing the number 8
by 10. The aspect ratio of a 16x20 is also 0.8.
Therefore, if your image appears exactly how you
want it to look on an 8x10, but you want a
larger size print then you will want to choose a
16x20 to have the image appear exactly the same
on a larger print.
How do I apply surface
enhancements, mounts, metallic paper and other
options to my image?
All print/image options are located in the lower
left corner in the Products tab. Under print
options, you will find the option to choose
metallic paper, surface enhancements/textures,
mounts, black and white, and antiqued/sepia
options once you place your image on your
product. Also, under the image options tab,
located in the lower left corner, you can choose
from a variety of retouching and artwork
My image is already Black &
White, do I need to choose the Black & White
option under print options?
Yes. By selecting the Black & White option we
automatically apply a neutral algorithm from
Kodak for a very pleasing Black & White tone. We
recommend that all customers check this box even
if your image is Black & White to ensure
consistent results every time.
Use of the Connect Innovations Web Site and all
related software product(s) is governed by the
laws of the state of North Carolina. Your use of
these services constitutes acceptance of these
terms and conditions and creates a binding
agreement between yourself and Connect
Innovations. You must be at least 18 years of
age to use these services.
You must have the
legal ownership and/or explicit contractual
rights to all of the images that you use in any
form of fashion with Connect Innovations or its
affiliated software developers. Images provided
to you by professional photographers or made
available through web sites, magazines, books or
other resources are protected by copyright laws
and should not be uploaded or shared in any
actions will constitute grounds for blocking
access to Connect Innovations and its related
posting, ordering for print, emailing or
otherwise transmitting any content that is
unlawful, harmful, threatening, harassing,
defamatory, obscene, vulgar, invasive of
another's privacy, or otherwise
in any way, including, but not limited to,
content that violates federal and state
child pornography laws, child exploitation
laws and laws prohibiting the depiction of
minors engaged in sexual conduct
posting, emailing or otherwise transmitting
any material that contains software viruses
or any other computer code, files or
programs designed to interrupt, destroy or
limit the functionality of any computer
or disrupting (or attempting to interfere
with or disrupt) this site or servers or
networks connected to this site, or
disobeying any requirements, procedures,
policies or regulations of networks
connected to this site
service for the purpose of making images
available for viewing to the general public
information to Connect Innovations that is false
or misleading, that attempts to hide your
identity or that you do not have the right to