Frequently Asked Questions

General Questions

Do you accept film?

We no longer accept film. We are 100% digital.

What forms of payment do you accept?

We accept MasterCard, Visa, American Express, and Discover.  Each order is charged to your credit card at the time it is completed and shipped.

Do you have a yearly requirement that needs to be met in order to be a client?

No. But we do have a $12 minimum requirement per order. If your order does not reach $12, we will charge you a minimum order charge to make your order $12.

What does drop ship mean?

Drop shipping is having your order shipped to any address other than the address on file, i.e., shipping directly to your client. The package is delivered with no identifying paperwork or invoice so the end-user doesn’t know the package came from WHCC. If you are a US based studio shipping to a US address, the return address on the shipping label even has your studio address on it! We charge $7.50 for this service with the lowest cost shipping method.

Do you ship outside the United States and if so what are the costs?

We do ship all over the world every shipping day. Please visit our Shipping Options page for details and pricing.

Getting Started

What do I do to get started?


Click on the “Become a Client” tab and fill out our New Client Questionnaire. You will then receive an email that contains a link to submit up to five 8”x10” test files. We will print your files, set up your account, and ship the test prints back to you — all at no charge. The test prints are a great way to test your monitor calibration as well as view our quality of printing.

Am I required to submit test prints?

Yes. We want to be sure that the color you are seeing on your monitor is what you are getting back in your prints before you submit a real order to us. The test prints process is quick and easy. You should have your test prints and account number within 24-48 hours of submitting your test print files.

I just couldn't seem to get the files to 8”x10” without distorting the picture.

When your original file size is not the same aspect ratio as an 8”x10”, the image will distort if you are using the image size in Photoshop with your constrain proportions unchecked to size the file. You can crop your file one of two ways to be an 8”x10” size: (1) use the cropping tool in Photoshop to size the file to 8”x10” at 300 ppi. However, you will lose some of your image. Or (2), you can go to image size, check the constrain proportions box, and size your file to the closest it can be to 8”x10” but size under not over. Then take your 7.5”x10” file (for example) go under image, scroll down to canvas size, and canvas the file size up to 8”x10”. This way you will have a file size at 8”x10” without cropping or losing any of the image. The canvassing method can also be used for printing a custom sized print with us.

If you are cropping your files in Lightroom this should be done from the Develop screen by setting your file dimensions and then dragging the crop tool over your image.

I would like to automate the image resizing using Lightroom instead of Photoshop. However, the jpeg quality option is not 1 to 12 but rather 1 to 100%. Should I set it at 83% quality (based on 10 of 12)?

With Lightroom 84% is an equivalent to a level 10 jpeg.

I received my test files and they don't match my monitor. What do I do now?

If you are calibrated properly with a calibration device; and your test prints still do not match your monitor in color and/or density: (1) make sure your files are embedded with your color space profile. If they are; then (2) download and apply our soft-proof profile to see if the shifting color/density may be due to the paper and/or the printer the files were printed on. If they still do not match after soft-proofing with our profiles then try to recalibrate with your calibration device reconfirming the settings are at our recommended settings. If the prints are still not matching your monitor please call customer service for further assistance before placing any orders.
If your unsure what color calibration is, or you haven’t calibrated yet, see Color Management for more details on achieving perfect color consistently.

Color Calibration & File Management

How do I calibrate to your printers?

You don’t calibrate directly to our printers. You calibrate your monitor and generate a monitor profile that software like Photoshop uses to show you accurate color on your screen. We calibrate and balance our printers to create a printer profile. Using a standard working color space like Adobe RGB 1998 or sRGB and embedding this in your file allows our printer software to make sure what is printed is what you saw on your screen. We recommend all clients perform hardware monitor calibration. This is a relatively straightforward and simple procedure. We recommend the i1Display Pro and ColorMunki Display by Xrite.

Do you supply any profiles?

Yes. Once you have an account number, you can download ICC profiles for soft proofing purposes. The profiles are for all of our printers and we also have instructions on how to properly use them. Under no circumstances should you convert to our printing profile or embed it in your files.

Should I embed an ICC profile?

Embedding a valid ICC profile in your image is very important. Without embedding the profile our software has no idea what colorspace your file is in. This will result in unexpected color in the prints. All files not tagged with an embedded profile are assumed to be in sRGB.

What colorspace do you accept?

We recommend using a standard working space profile such as Adobe RGB 1998 or sRGB. However, we accept any colorspace as long as it is embedded in the file. Our software will read the colorspace embedded in the file and print appropriately.

What type of file do you require?

We require level 10 JPEG files to be sent to us. We use JPEG’s because the compression is a very efficient image compression algorithm designed specifically for saving photographic images. It takes advantage of how we see color versus brightness to only save information needed to reproduce the image for people to view. Image data is lost during compression but at high levels of quality you will not see a difference between a level 10 JPEG and a Tiff printed to paper.
JPEG compression is perfect for transient files for sending to the lab for printing, but avoid using the compression as a working file type. Also avoid opening a JPEG, making changes, and resaving it again as a JPEG repeatedly. If your workflow calls for this to happen, save your files as Tiff or PSD files until they are complete and ready for output. Any JPEG artifacts you see in your prints come from the JPEG file coming out of your camera, not from saving them as a level 10 for output purposes.

Managing Your Account

Can I update my address online?

No. You will have to call or email us to update your shipping or billing address.

Can I update my email address online?

Yes. Once logged in, click on “Account Info.” There you will find a link to update your email address. This is the email address where all order confirmations and email correspondence will be sent.

Can I update my credit card online?

Yes. Once logged in, click on “Account Info”. There you will find a link to update your credit card.

How can I track my order status?

Once logged in, there is a list of recent orders on the right. There it will provide you with the most up to date status of your order. Click on the order number to see all of the tracking information. For tracking while on the go, download the WHCC iPhone App.

How can I cancel an order?

Once logged in, click on the order number you need to cancel under “Recent Orders” on the right of the screen. Then, you’ll see an Order Cancellation Form on the left. The Order Cancellation Form will let you know if you are able to cancel your order or if it’s too late to cancel your order (if we already started working on it).

ROES

ROES is acting a little buggy, any ideas?

A simple clearing of your Java and browser cache may resolve most ROES issues.

How do I clear my Java Cache?

To clear your Java Cache:
PC Java Cache: Go to Start>Settings>Control Panel>Java>Cache tab or General Tab “Clear JAR Cache” or “Delete Files”
Mac Java Cache: Macintosh Hard Drive>Applications Folder>Utilities>Java>Java Plug-in Settings>Cache>Clear Cache
Once you cleared your cache, restart your computer.

How do I update Java?


Windows: Visit the Sun Java Download Site http://java.com/en/download/manual.jsp
Mac OSX: Run Apple Software Updates. This will automatically check for the most recent version of Java available for your version of OSX.

I'm on a PC and I've tried everything. ROES still won't launch, what next?

On rare occasions, PC users will continue to experience problems launching ROES even after emptying the cache. Try a complete uninstall and relaunch of Java to restore your Java settings.


If you are a Mac user, do not uninstall Java.

To uninstall and relaunch Java on your PC: Go to the Java Download page and download the Windows Offline Installation to your desktop.

Go to Start>Settings>Control Panel
Double-click on Add or Remove Programs

Delete any program that says “Java, J2SE” in the description

If you have previously had a successful ROES launch, find the .whcc and the .roescache folders in C:\Documents and Settings\[user name]\, where [user name] is the name you use to log in and delete them both.

Restart your computer
Install Java by double-clicking the file you downloaded from the Windows Offline Installation page. When prompted, choose the Typical installation.
 After installation is complete, restart your computer.
Finally, go to the ROES launch page and launch ROES.

FTP

What is FTP?

FTP stands for File Transfer Protocol. It’s a widely used method for transferring files over the Internet. It has no limitations on file size like attaching files to email. Most importantly it allows us to setup every client with a secure and separate folder on our servers.

What is a corrupt or bad file?

A “bad file” is generally created when your FTP upload is interrupted in the middle of a file transfer causing only part of the image to be retrieved. The transfer of the image doesn’t generally create a “corrupt” file. You get this when you open the image in Photoshop and get “Invalid JPEG marker” or something similar. Generally opening the original TIFF or PSD file in Photoshop and resaving the JPEG fixes this problem.

How do I upload my print size folders?

Uploading print size folders is as simple as dragging and dropping in your FTP client software. After your order preparation is complete, you simply sign on with WHCC, create a folder within your FTP account, and drag the print size folders into that folder. Upon completion of file transfer, sign on to our order form page and submit the quick and easy order form.