• Basic Lab Questions
• Basic ROES Ordering Questions
• Shipping Questions
• Pricing Questions
• General Technical Questions
  

Q: What is the largest file that studios may send in ROES?
A: A general rule is No larger than necessary. Sizes of 11x14 and smaller can be 4 – 8 MB while a 16x20 can be around 18 - 50 MB and up to a 40x50 around 100 MB. Remember, submitting large files only takes longer to upload throught he internet, and as long as files size is approprite for the size ordered the rest is just wasted time and space, both of which cost your studio money.

Q: Why should I shoot in RAW?
A: The best possible image quality from your DSLR is obtained by capturing in the RAW mode. JPEG and TIFF files are processed in-camera and discard the majority of the RAW image data. In-camera processed files have an 8 bit color depth, while RAW files from most DSLRs are 12 bit, some are 14 bit, and medium format digital backs are 16 bit. RAW files must be processed using a software program such as Light Room, Capture One, or Digital Photo Professional and submitted to the lab using either a JPEG or TIFF. Either way, the processing of a RAW to JPEG is far superior than any in-camera conversion.

Q: What Color Space should my files be captured in?
A: Camera files sent to NPC for printing will be printed in the sRGB color space unless another Color Space is embedded in the file. Recommendations are that, you stay with with only one color space. If you capture in sRGB, then stay in sRGB for printing. If you have the choice of Adobe RGB (1998), then shoot in this color space for its wider range of colors. DO NOT switch color spaces, as it is destructive to image color. Make sure that you embed your preferred color profile so we print your images correctly. In addition, NPC recommends that your monitor be properly calibrated, so as to closely match lab output.

Q: I have sometimes found that the ROES software will quit during uploading to NPC; how do I know if the order went through or not?
A: If your connection timed out, then the order was likely unsuccessful. Something happened to your ISP that lost the connection. Login and go to Queued orders. Make sure your upload settings are set for 5 times to retry, with 1 minute between retry’s. Then resend the ROES order.

Q: Is there a limit to the number and type of characters I can use in a camera file name?
A: Camera file names should be limited to not more than 15 characters. Avoid using the following characters/symbols in your file names: , " ^ & * = | < > ? / \ ( ) ' ~These characters will cause problems in our production system and may delay your order.

Q: Will the ROES software run on a Mac?
A: The ROES will run on a Macintosh computer with OS 10.4 or greater.

Q: I submitted a ROES order, but did not get an email confirmation.
A: You will want to wait about an hour after submitting the order. If there still is no confirmation email, contact Customer Service to find out if the order was received at the lab.
-AND/OR-
A: Open the “My Information” window and confirm that your email address is entered correctly. If there is a typo, fix it here, and look for your confirmation e-mail on your next order. If you have changed your email address recently, remember to also go to the “My Information” and change it.

Q: Instead of submitting my order over the internet, I would like to send it to the lab on a disc. What media do you accept?
A: You may burn your order file to a recordable CD or +/-DVD.

Q: What if I need to cancel or change an order after it's been placed?
A: Changing or canceling an order already submitted for printing is not always possible since the orders are printed very soon after they have been received. Please double check your orders for accuracy before submission. Orders that can be changed or cancelled may be charged a handling fee.

Q: What should I do if my prints are damaged in shipping?
Not responsible for damaged prints
A: If you received a shipment that appears damaged, do not refuse the shipment, but immediately inspect the contents and contact NPC to get a remake order started. We will file the necessary claim with the shipping carrier. Shipping damage is outside our control, and we are only responsible for replacing the product on our normal production timeline.