F.A.Q.

Call us at 800.255.9000 and ask for a customer service representative or visit the contact page for other contact options. You should be able to provide us with your customer code and order ID.

For order numbers submitted through Filmet Connect, the confirmation email that is sent to you contains your order ID and a list of all that you ordered with the selected options.

While not all delays are avoidable, there are things that you can do to expedite the production process with your job.

1. Check over your order carefully before you submit it for any errors - especially with any products that may have text.
2. Make sure you have the correct year selected for any product that is available in multiple years.
3. The more you can do before you submit, the better. Some products like the photographic greeting cards have the pager tool applied so that you can change your fonts and text colors without our aid.
4. Be as clear as possible with any special instruction - especially regarding retouching.
5. Double check your job to make sure you have any spray or mounting options checked so that you don't have to send back an order.
6. Make sure all of your image files are in RGB color model. If you use the .tif format, please make sure they are flattened, have no alpha channels, and are saved without any compression. Please also make sure that they are in .JPG or .TIF formats.

Filmet does not save any image modifications, such as retouching and color correction. We keep orders for approximately 3 months before they are deleted from our servers. Saving to CD allows the customer to save modifications and not be charged again if reproductions are needed later. Please contact customer service with any questions at 800.255.9000.

The ideal file is a high-quality .JPG or .TIF file in RGB mode (sRGB color space) with no compression, no alpha channels, and no layers.

Filmet Connect ROES will only accept these two file formats. Other formats, like your Camera RAW files, will not even show up in the image panel within the software. If sent by CD, most files that do not conform to these standards can be opened, but they must be converted to this format which may delay your order and result in additional charges.

Please note that:
1. File names must be less than 31 characters long. This includes punctuation, numbers, special characters, and spaces.
2. Names must not contain the following characters: , " ^ & = | < > ? ( ) ` ~ [ ]
These characters may cause inconsistencies in our system and may cause the corruption of your files or errors in your order.

A .JPG (Joint Photographic Experts Group) is a compressed file format that was originally for the web. When saved at its highest settings, a .jpg will be more than enough to print from.

A .TIF (Tagged Image Format File) is a lossless image format that is a printing standard. Files in this format will generally be larger in size than a .JPG and can hold layers and alpha channels like a .PSD.

RGB, which stands for Red, Green Blue, is an additive color model that consists of the primary colors of light. It's used for electronic displays, like computer monitors and televisions, as well as digital cameras. Our Kodak DP2 printers use a light imaging process to print and run in RGB. Images must be sent in the RGB color model.

CMYK, or "Cyan, Magenta, Yellow, and Key (black)," is a subtractive color model that is used in color printing. This color model does not work with our printing software and could cause problems and delays in your order. Please be sure to convert any CMYK files to RGB before you submit them for printing.

If you are ordering reprints from the initial proofing job - Set up and send your files via Filmet Connect for easy and cost effective reprints.

If you are reordering from a reprints job: It is best, when you set up and send your initial reprints order, to save your unfinished order in Filmet Connect before you submit it to us. This way, you can reopen that saved order and send it through with the exact same crops, colors, and text. We keep orders on file for approximately 3 months. It is possible that we may still have the original order in our system. Please call customer service

Yes. When sending un-carded negatives, please indicate what size mask is to be used, otherwise your neg will be placed in the largest crop mask for your format. In addition, please write details as to cropping, (I.E. center bride or do not crop gown). A %.30 cent charge will be added to your invoice for each neg Filmet cards.

Even though our crop card indicate 3M magic tape, we have found this to create a problem. This type of tape has excess adhesive on the edges and has a tendency to smear and attract dust. Please use Scotch 230 Drafting Tape.

Yes, as long as you understand that the clear film area will print as black on your print and write on the glassine "black lines on print are OK".

Filmet has 10 different crops and we supply the cards FREE! Here is how to do it...

1. Look at the front of the card and decided which notches in the opening you should follow for your print size.
2. Flip the card over and place it on a light box so you can read the words on the card correctly.
3. Holding the negative carefully be the edges, place it in the card opening so you can correctly read the words printed on the film. (The arrows on the film should point counterclockwise.)
4. Look at the head orientation guide to the left of the card opening and turn your negative if necessary so the heads in your shot match the guides.
5. Tape the ENTIRE top and bottom edge of the film to the card, using a good masking drafting tape. (You can find masking drafting tape at a photo supply store or at an office supply store in the graphics/drafting section. Scotch 230 Drafting Tape works best.)

Yes, but please mark "neg flopped" on the glassine. If you don't, our staff may mistake this for an error and recard it.

When sending in cut negatives it is important to use the original Filmet glassine. The bar code on it carries important data regarding your exposure which we use for printing. If you re-submit a neg for second or third finish print order, please fill out a new glassine. Fold the original glassine and insert it along with your neg into the new glassine.