• Do I need broadband to use the digital-lab service? • Is payment secure? • What paper is used for prints? • I don't want white edges on my prints, I want the image to fill the paper. How do I do this? • Will the prints match exactly what I have on my screen? • How long will my order take? • I have only received some of my prints. Where are the rest? • Can I download a Mac version of the software? • My PC crashed while I was using the software and I'm not sure if my order went through. How can I tell? • What do I do if I have a complaint? • There is an error message which says "cannot connect to digital-lab service". What is wrong? Do I need broadband to use the digital-lab service? No. Although uploading will be much faster if you do have broadband, the digital-lab software uses JPEG 2000 compression which compresses your files and reduces uploading times significantly without any loss in image quality. Roughly speaking a batch of JPEGs totalling 4MB in size will take 20 minutes to upload on a standard 56k modem. Please note however that you may experience difficulties if you are trying to send large orders over a standard 56k modem. If this is the case you may want to consider sending the images to us on CD instead. Click here for more information. top Is payment secure? Yes. Payments are taken using WorldPay's secure payment gateway. For more information about WorldPay click here. top What paper is used for prints? We use Fuji Crystal Archive paper for all prints. top I don't want white edges on my prints, I want the image to fill the paper. How do I do this? If your image is not exactly the same shape as the print size required and you do not want white edges on the prints then select the image and click the 'Fill' icon at the top of the main screen. Please note that this will result in slight cropping of the image, if the whole mage is required do not select this option. top Will the prints match exactly what I have on my screen? Due to differences in monitor calibrations and the difference in the way our eyes view images on a monitor to how they view images on a print, your prints are unlikely to exactly match what you have on your screen. However as long as your monitor is properly calibrated the prints you get should be pretty close to what you have on your screen. For more information on calibrating your monitor click here. top How long will my order take? Orders received before 12pm Monday to Friday will usually be sent sameday unless we are very busy in which case it will normally be the next working day. Please note however that this is a guide only and this cannot be guaranteed. All orders are sent by Royal Mail First Class post. top I have only received some of my prints. Where are the rest? If you have an order of multiple sizes which includes prints larger than 8"x12", the larger prints will be sent seperately in a tube since flat packing may lead to the prints being bent in the post. Although the whole order may be sent on the same day by first class post, this does not always mean that the whole order will arrive on the same day. top Can I download a Mac version of the software? We regret that at present the digital-lab software is PC only. top My PC crashed while I was ordering and I'm not sure if my order went through. How can I tell? If we have received the order you will receive an e-mail confirmation from WorldPay informing you that the transaction has gone through. If the images were all uploaded and the crash happened at the payment stage then you will receive an e-mail with a link to the secure payment gateway so that you can pay for your order. If you do not receive either of these e-mails then the order has not gone through at all and you must try again. top What do I do if I have a complaint? If you are not happy with any of your prints for any reason then return them in the envelope or tube they came in along with a note explaining the problem to: FREEPOST RRSA-CYHA-UGTH 29 Leinster Terrace London W2 3ET top There is an error message which says "cannot connect to digital-lab service". What is wrong? As the software uses the internet as its transmission medium it may report that it is unable to connect to the service if there is a firewall present. The following information may be useful if a firewall needs to be configured: top Port Number 2551 Protocol HTTP (both in and out) URL club35.yourprintz.com exe eBrowser.exe IP address 62.8.120.66 Back to top