Frequently Asked Questions
 

This very affordable service is available for pro photographers and artists to print their original work. Our program provides a unique business opportunity for photographers and artists to pass on a great value to their clients and fans while adding to their bottom line.

We have an every day low price model so we do not offer promotional discounts or volume pricing for most products. Tiered pricing is available for Canvas Minis. Our everyday wholesale prices for professional photographers and artists are intended to enable you to sell often and sell large groupings and commercial installations.

We take Visa, MasterCard, and PayPal. Your card will be charged when you submit your order. If you choose to pay via PayPal with eCheck, your order will not begin processing until the eCheck has cleared.

We charge sales tax in the following states: California, Colorado, Connecticut, Kansas, Louisiana, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, and Texas.

If you have a reseller license, please contact us for details on how to submit your license information.

It takes three business days to produce your canvas product. Please note: orders placed over the weekend will be considered received on Monday; the day that we receive your order is considered day zero. For example, if you place your order before 5:00 pm Mountain time on a Monday, your order is guaranteed to ship on Thursday.

Orders received before 5pm Mountain Time are shipped three business days after receipt of your order. Please take note to consider UPS transit time when calculating the approximate delivery date of your order.

To get a shipping quote, add the items you wish to order to your shopping cart. In your shopping cart you can enter your zip code and shipping method to get exact rates before you place your order.

NOTE: We cannot ship to P.O. or A.P.O. Boxes

For orders of Canvas Minis, shipping via expedited service is available.

We optimize shipments based on location so you're sure to get your project in the shortest amount of time. For ground transit times, please see http://www.ups.com/maps/results for a transit time map from our zip code, 80501.

Please note: UPS Ground transit time is not guaranteed. The map depicts typical transit times, but these may be affected by volume and weather implications.

Should you select UPS 2-Day or Next Day Air service, please be advised that those service days are limited to business days.  UPS does not extend to us a weekend or holiday delivery service. Please feel free to contact us with questions.

Due to our production capabilities and the rigorous schedule that we prepare and follow to achieve our 3-business day turnaround for all customer orders, we are unable to expedite through our production cycle. You are able to upgrade your shipping to UPS Next Day or 2-Day Air at the time of check out.

Yes! You can enter a shipping address different than your return address when you checkout. We don't include a receipt or invoice in the box. The only reference to our company is the return address on the UPS shipping label. (This address is required by UPS.)

We are currently setup to ship with UPS to the United States, Puerto Rico, and Canada. We have no immediate plans to ship elsewhere internationally. Please note that orders to Canada have very limited tracking information and may take up to 21 days to arrive.

The customer/recipient is responsible for any and all applicable duties and taxes. Product shipping to Canada are duty free but tax may apply (GST, PST or HST). Tax collection in Canada is at the discretion of the Canada Post. Shipments valued at CAD 20.00 or less move into Canada Duty and Tax free (de minimis).

You can check the status of your order by visiting our website and following these steps:

• Click "My Account" in the upper right and sign in
• Click "My Orders"
• Click "View Order" for details
• Once your order ships, you can click the "Shipments" tab at the top of the order and see a list of tracking numbers. Click on the tracking number to track the shipment.

Note: When selecting Saver Shipping service, packages typically arrive within 5-7 days. On some occasions, the USPS will finalize the last mile of delivery to ensure items arrive to you as fast as possible. Last mile delivery is not always trackable, but packages should arrive shortly after leaving the transportation hub.

You can find our tutorial video here, which will walk you through the navigation of our website, as well as the steps for placing your order. If you have specific questions about using our editor once you've uploaded your images, you can fast forward to the :45 second mark. You can also watch a tutorial video for our Canvas Gallery Grouping builder here, and our Group Templates here.

If you are using an anti-virus program for your computer, you may encounter issues uploading large images. Some anti-virus programs filter inbound and outbound internet traffic and cause issues uploading to our servers. To fix this, you may need to temporarily disable antivirus firewall or pause the antivirus temporarily while you upload. We do not offer any solutions to do this as you may need to check with your antivirus software support or help guides.

Currently, the maximum file size we can accept for upload is 32 MB. To downsize your file, follow the below steps:
1. Open your image in Adobe Photoshop.
2. Click the "Image" tab from the navigation bar at the top. Then click on "Image Size" from the drop down menu.
3. You will then see a screen pop up that contains information about your file size (see example below):

4. Use your cursor to highlight the number shown in the box labeled "Resolution" and change this to "150." This is the preferred file resolution for upload to our site.
5. Once complete, select "OK" and you will have successfully downsized your file.

We recommend the following browsers for the best canvas configuration experience:

• Internet Explorer 10 and higher
• Opera 17 and higher
• Firefox 24 and higher
• Chrome 30 and higher
• Safari 7 and higher

We upload your large images directly to our image servers not hosted on our domain to reduce the load on our servers. Because of this we found customers that are having issues uploading large files usually have computers blocking CORS (Cross-Origin Resource Sharing) preflight "OPTIONS" requests. Most older web safe software used to look at cross-domain requests as dangerous and usually blocked the requests all together. Now modern browsers do whats called a pre-flight request to the other domain before sending the actual payload. This pre-flight request uses the OPTIONS request unlike a GET, POST, or PUT. The pre-flight request is equivalent to your browser asking the server if the request it is about to make is expected behavior and waits for a reply. If the reply is successful then the payload is sent. In our case it is the image which is sent in chunks.

In our experience usually the culprit seems to be older Cisco AnyConnect VPN client software using the Web security module. Our research into the matter found that there is a bug in the AnyConnect software prior to 3.1. The AnyConnect software may also encounter issues for users that upgrade their operating systems without updating the VPN software. If you are a Mac user checking if you have AnyConnect can be done by using Spotlight and searching for AnyConnect. We recommend uninstalling and trying your upload. If it works after uninstalling you many want to get a new version from Cisco or your System Administrator. We found disabling the software or exiting still doesn't help b/c there is a background process that stays running when your computer is booted. If you find you do not have AnyConnect software installed, but still want to check if your computer is blocking OPTIONS requests you can do the following:

Mac users:

• Open Terminal under Applications -> Utilities
• Run the following command:

curl -i -X OPTIONS http://cg-uploads.s3.amazonaws.com

If you receive the following message then it means your computer is blocking:

curl: (52) Empty reply from server

If you need help or would like our Technical Support team to help troubleshoot, please contact us.

When you upload your image, you will be shown a print preview of your image in the canvas template and have an opportunity to crop, zoom, and orient your image.

Please see specific tips within the product FAQs for tips on formatting your files for each product type.

Send your files with an sRGB color profile embedded. Though our printers use a CMYK based ink set, please DO NOT CONVERT TO CMYK. Our conversion algorithms are optimized to produce the best possible conversion from sRGB to CMYK to maximize the resulting color gamut.

We do not alter the color in your images in any way. We strive to print as accurately as possible. If you have a high quality, calibrated monitor, we're confident you'll be happy with the accuracy of the print.

Please save your file as a JPEG (.jpg or .jpeg) with MAXIMUM quality.  Please see specific tips within the product FAQs for tips on recommended resolution for each product type. For Canvas Prints & Framed Fine Art Prints: 150 ppi is a sufficient resolution for printing on canvas. Files that are prepared at greater than 150 ppi do not provide a discernible improvement in print resolution due to the nature of the substrate.

For Professional Photo Prints & Metal Prints: We recommend a resolution of 300 ppi or higher.

Please note: We DO NOT recommend the printing of cell phone photos on our products. You will experience low-quality image reproduction and potential issues with the crop and/or layout of cell phone images on our products.

We do not offer file editing or touch-up. Please perform all edits you wish to see before uploading your image.

We do not offer custom sizes for any product. Our business development and production team are continually looking at new size opportunities based on our production capabilities and customer feedback. Our full range of sizes currently available is listed on our product pages.

General monitor calibration via a colorimeter (ex. datacolor Spyder or x-rite i-1 display) is a great first step to getting accurate colors on your monitor, however there are some other critical things that will help significantly with getting accurate monitor colors and accurate print colors. Most calibration software has a profile target for printing which should contain the following settings:

Brightness/luminance – 80 cd/m
Gamma – 2.2
White Point – D50 or 5000k
If your software’s print profile does not contain these settings, a custom profile can usually be created with these settings.

The next step would be to get a monitor with at least an IPS panel rather than a TN panel. The IPS panels do not show color shifts as you change viewing angles as do TN panels.

One other thing that is very important to consider when reviewing prints and editing is the external ambient lighting in the room. When editing it’s important to keep ambient light levels to a minimum, otherwise the reflections can cause blacks and colors to look faded. When reviewing prints it’s important to consider two sources of light, the light you are viewing the print in and the light that your customer will be viewing it in. For the sake of standardization in your workflow, it’s really best to choose a standardized light source for viewing your prints. You will want to choose lighting that has a CRI (Color Rendering Index) of 90 or above and for your proofing area don’t have any bright paint colors near the print or light source. A recommended paint for this area is GTI’s Standard Gray Neutral 8. This paint is drab and boring, but it is the most neutral gray paint on the market.

With CG Pro Prints, we offer a 100% satisfaction guarantee in regards to the workmanship and quality of materials used to produce your canvas gallery wrap. We strive to deliver high quality products based on the order specifications set forth by the account holder. We cannot offer returns or refunds based on flaws in the original image file or decisions made by the photographer or their client after the order was placed.

Replacements also require our 3-business day production time. The replacement will be shipped under the same shipping service level initially paid for in the original order (i.e., UPS Ground, UPS 2-Day, or UPS Next Day Air).

Reports of shipping or concealed damage must be made within 72 hours of receipt in order to qualify for a replacement.

We use only premium quality materials in our Canvas Gallery Wraps. Our canvas, ink, and coatings are formulated to work together to provide the highest quality, longest lasting product available. We have our own in-house UV test chamber and we continually test our materials to ensure that color will stand the test of time and last as long or longer than any other canvas prints available.

We print on a premium artist-grade poly-cotton blend canvas. We do not use Optical Brightening Agents (OBAs). Our canvas weight is 360 GSM.

If your canvas does gather any dust, you may wipe it off gently with a clean, damp cloth.

If you'd like to sign your canvas, we recommend Copic markers, or other pigment ink based markers available at art specialty stores.

If your canvas does get scratched or bumped during its life, you may choose to conceal blemishes using pigment ink based markers that dry quickly. We recommend Copic, available at art specialty stores.

Your canvas comes with pre-installed hanging hardware. If you need to install wire hanging hardware for gallery installation, please review the following article: How to install wire hanging hardware on your canvas. We cannot be held responsible for changes or enhancements that you make to your canvas. Canvases that have been damaged through the addition of hanging hardware are not elgibile for return or replacement. Do not install a wire hanging kit by attaching the wire to the pre-installed sawtooth hangers.

The sizes listed are for the canvases themselves. The frames add approximately 0.75" on all sides (3/8" for gap between the canvas and the frame, and 3/8" for the outward facing frame edge). For example, a 12"x12" canvas gallery wrap will be approximately 13.5" x 13.5" including the frame. The depth of our frames is 1.75" total.

The frames are made from recycled plastic. This makes them not only environmentally friendly, but solid, durable, and lightweight.

Frames are currently available in a black, walnut, or white finish.

The fully finished Canvas Gallery Wrap is mounted in the frame using a proprietary combination of tension and adhesive. We do not recommend removing your canvas from its frame, or attempting to put a different image within the frame. CG Pro Prints is not responsible for any damage done to your canvas or frame by attempting to remove or alter the frame or canvas.

At this time, we are not offering stand-alone frames, without a pre-installed canvas.

Framed and unframed canvas gallery wraps take three business days to produce. Please note: Orders placed over the weekend will be considered received on Monday; the day that we receive your order is considered day zero. For example, if you place your order before 5:00 pm Mountain time on a Monday, your order is expected to ship on Thursday.

Each Framed Canvas Gallery Wrap ships individually in its own box, however they may be consolidated with unframed canvas gallery wraps when ordered together.

Framed Canvas Gallery Wraps come with pre-installed hanging hardware built into the frame, along with felt protective bumpers. The hanging hardware is placed at the top of the image as it appears in the template. We are currently conducting experiments on installing wire hanging hardware onto frames. We will update the article "How to install wire hanging hardware on your canvas" once our experiments have concluded. Framed canvases that have been damaged through the addition of hanging hardware are not eligible for return or replacement.

We recommend using image files with a resolution of 150ppi or higher for Framed Fine Art prints.

Framed Fine Art prints take three business days to produce. Please note: Orders placed over the weekend will be considered received on Monday; the day that we receive your order is considered day zero. For example, if you place your order before 5:00 pm Mountain time on a Monday, your order is expected to ship on Thursday.

We currently offer four different frame types: 1.5" Modern Black (wood fiber construction), 1.5" Modern White (wood fiber construction), 2" Espresso (wood), 2" Classic Black (wood). Framed Fine Art prints are available in two paper type options: Satin Lustre and Textured Watercolor. Our Satin Lustre fine art paper has a similar texture and finish as standard lustre photo print paper (210gsm, 9mil). Our Textured Watercolor fine art paper has a distinct watercolor texture which will show through your image (310gsm, 19mil). Each print includes a protective acrylic front.

We print our Framed Fine Art Prints on high-end inkjet printers using a 12-color OTS ink process ensuring the truest and richest colors possible.

All Framed Fine Art prints arrive with a pure white double-mat. At this time we are only offering this mat option. We cannot provide Framed Prints without a mat at this time.

Each Framed Fine Art print is shipped with pre-installed hanging hardware and an easy-to-follow hanging hardware kit. The kits include wall markers/indicators, a bottom bumper, as well as small level to ensure your print is hanging perfectly. Each kit contains a step-by-step instruction insert or you can watch an installation tutorial video here.

At this time, we are only offering the sizes list on our ordering page.

The sizes listed our website are the "live image" size (i.e. the size of the print). We add 0.13" bleed to each side of the live image to accomdate for bleed and proper mat placement. The chart below gives finished product sizes for each frame type:

At this time, Framed Fine Art Prints will not be available for customer pickup shipping option.Our Framed Fine Art Prints are produced in our Raleigh, N.C. facility. As a result, we are unable to consolidate Framed Fine Art Prints with Canvas Gallery Wraps or other CG Pro Prints products. Framed Fine Art Prints will ship separately.

We use only premium quality materials in our Easel-back Canvas Wraps. We use the same artist-grade, poly-cotton blend canvas as our Canvas Gallery Wraps. Our canvas, ink, and coatings are formulated to work together to provide the highest quality, longest lasting product available. We have our own in-house UV test chamber and we continually test our materials to ensure that color will stand the test of time and last as long or longer than any other canvas prints available.

It takes three business days to produce your Easel-back Canvas Wrap.

If your canvas does gather any dust, you may wipe it off gently with a clean, damp cloth.

Easel-back Canvas Wraps are currently only available in the 3 sizes listed on the product page. Custom sizes are not currently available.

If you'd like to sign your canvas, we recommend Copic markers, or other pigment ink based markers available at art specialty stores.

If your canvas does get scratched or bumped during its life, you may choose to conceal blemishes using pigment ink based markers that dry quickly. We recommend Copic, available at art specialty stores.

Photo prints take two business days to produce. Please note: orders placed over the weekend will be considered received on Monday; the day that we receive your photo print order is considered day zero.

Orders received before 5pm Mountain Time are shipped two business days after receipt of your order.

We require a minimum photo print order of $20 (not including other CG Pro Prints products) or applicable taxes.

Photo prints are printed on Fujicolor Crystal Archive Professional Paper. This paper type is Fujifilm's longest lasting photo paper to-date. Fujicolor Crystal Archive Professional Photo Paper delivers the highest quality prints with vibrant colors, deep blacks, and exceptional skin tone reproduction. Optimized silver halide crystals and superb color image stability make this Fujifilm’s longest lasting paper line yet. We currently offer two popular paper finishes.

Lustre Paper
Featuring a semi-gloss lustre finish, Fujicolor Crystal Archive Super Type II PDN features deep blacks, vibrant colors, and excellent skin tone reproduction. This is the most popular paper option and recommended for any type of photography.

Pearl Paper
Fujicolor Crystal Archive Pearl Paper has a highly reflective pearlescent surface. This paper adds a unique shimmer effect to images and results in ultra-bright backgrounds. This paper option is ideal for portrait, fashion, fine art, or commercial photography.

For professional photo prints, we recommend submitting files with a resolution of 300 ppi or higher.

For optimal printing, your image files should be submitted in JPEG (.jpg or .jpeg) format with MAXIMUM quality.

Smaller sized prints (5"x5" to 8"x12") will ship flat in a rigid envelope. Large size prints (11"x14" to 16"x20") will ship separately, rolled in a triangular tube.

All Photo Print orders receive FREE standard ground shipping. Additional shipping charges apply to orders that contain other print products. Upgraded Next Day Air shipping is available for an additional $12 flat fee per order.

At this time photo print orders are not available for customer pick-up option.

Currently we are unable to ship photo prints to Canada.

Your photo prints will arrive with the following statement printed on the back "Printed by Professional Photo Lab." Our company name will not appear on the back of your prints, any interior packaging, or external shipping packaging.

At this time we do not offer framed photo prints. If you or your client would like to purchase a framed product, we suggest trying our Framed Canvas Gallery Wraps or Framed Standouts.

At this time we only offer the photo print sizes listed on our website.

Due to the high gloss finish of the Metal Prints, we recommend a resolution of 250ppi or higher.

Metal prints take three business days to produce. Please note: orders placed over the weekend will be considered received on Monday; the day that we receive your metal print order is considered day zero.

Our metal prints are printed on high definition, sublimatable aluminum sheets (0.1" thickness) with rounded corners.

Using a process called dye sublimation, we infuse dyes directly into (rather than onto) specially coated aluminum sheets. The metal is coated with a high gloss, protective coating.

Metal prints are highly durable. The ultra-hard, scratch-resistant surface is waterproof/weatherproof and can be cleaned easily--just avoid direct sunlight.

We currently only offer the popular high gloss, reflective finish on our metal prints. The brushed metal texture will not be discernible in your image.

We currently only offer the sizes listed on the metal prints order page. We do not offer any custom sizing at this time.

At this time we only offer pre-installed hanging hardware options. Larger Metal Prints come with an inset float mount frame with a nail groove, while smaller Metal Prints (8x10 & 8x20) come with a float mount, notched block hanger. Each mount is recessed from the print’s rounded edges and cannot be seen from the front of the print. Each Metal Print sits ½” off the wall.To see examples of our hardware options, please visit our Metal Prints Product Features page.

At this time metal print orders are not available for customer pick-up option.

Currently we are unable to ship metal prints to Canada.