Shipping

1. 1. How long will it take before I receive my order?

   Every Pinhole Press product is custom made to order; so we need time to create your product prior to shipping it. We begin the printing process within 30 minutes of receiving your order, and begin assembly on the first day after the order is placed. In order to maintain our high standards of quality we take great care when doing this, which means that sometimes orders take slightly more time to process prior to being shipped.

   We ship all of your products in one order together. For instance, if you order cards and a book, we will wait until your book is complete before we ship your order.

   Gift Certificates: 1 business day to receive via email
   Cards and Frames: 2-3 business days to prepare for shipping*
   Photo pads, brag books and labels: 3-5 business days to prepare for shipping*
   Calendars, Photo Books, Day Planners and Journals: 5-7 business days to prepare for shipping*

   * add shipping time to estimate your order arrival date

2. 2. What are your shipping options?

   United States:
   Economy 3-7 business days
   UPS Ground 2-5 business days
   UPS 2 business days
   UPS next business day

   Canada:
   Economy 3-7 business days
   UPS Standard 2-5 business days
   UPS Expedited 1-2 business days

   Rates for international shipping:
   United Kingdom: 2-5 business days $10
   Ireland : 3-6 business days $20

3. 3. Do you ship to USPS boxes?

   Yes! PO Boxes will ship economy shipping and this may take 7-10 business days.

4. 4. Do you ship internationally?

   We currently ship to the United States, Canada and the United Kingdom.

5. 5. How do I make sure I receive my order as quickly as possible?

   We ship all of your products in one order together. So, for instance, if you order cards and a book, we will wait until your book is complete before we ship your order. If you need one product very quickly, we recommend that you order that product by itself. Check product assembly times in order to estimate when your order will ship.

6. 6. How do I know when my order ships?

   Pinhole Press will send you an email confirming shipment. The economy shipping option does not include tracking information. If you choose a UPS shipping option, your email confirmation will contain a tracking number with a link to the shipper’s website; clicking this link will show the estimated delivery date for your order.

   PO Boxes will ship USPS Economy shipping unless otherwise instructed. This may take 7-10 business days. The economy shipping option does not provide tracking information.

7. 7. How do I return an order?

   We are confident that you will be happy with the quality of our products and stand behind every single item. However, if you are not satisfied with a product for any reason, please contact us at 800-404-9518 within 30 days of receiving your order to initiate an exchange or return authorization. Due to the personalized nature of our products, we cannot accept returns based on customer input errors (e.g., typos, layout).

   In the case of a Pinhole Press error, be assured that we will remedy the error as quickly as possible. Once notified of our error, we will offer you a full refund, credit towards a future purchase or a complete exchange.

   If you select a full refund, we will ask that you please return the order in its original form and packaging. We will issue a refund as soon as we receive the shipment. We reserve the right to reject any returns and exchanges that do not meet these conditions. Please call our customer service line at 800-404-9518 for return shipping authorization or if you have any other questions.

   Return shipping address for the United States:
   Pinhole Press
   Waterford Fulfillment Center
   1 O’Connor Drive
   Waterford, NY 12188

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Technical

1. 1. What are your customer support hours?

   The customer support team is available from 8:00 AM-5:00 PM EST Monday through Friday at 800-404-9518, customerservice@pinholepress.com and live chat. Please check the HELP option in the top menu bar to see how we are reachable.

2. 2. I'm seeing white space instead of products. What do I do?

   Pinhole Press uses software called Adobe Flash in our website. In order to see our products, you may have to update your Flash plugin. It is easy and FREE to upgrade. Just visit http://get.adobe.com/flashplayer and click "download now" to upgrade your flash player. If you have problems with this, please call, email or chat with our customer support team; we will be happy to assist you.

3. 3. What photo formats do you support?

   Pinhole Press currently supports JPG and PNG in the sRGB color space.

4. 4. Can I use my iPad to order products?

   Not quite yet. Pinhole Press uses Adobe Flash technology, which is currently not supported on the iPad. We hope this issue will be resolved soon.

5. 5. Why do the images I added disappear the next time I log-in to my account?

   Right now, our system can only save images that are actually used in your products. We know that this can be an inconvenience, and we truly appreciate your patience while we work toward offering the option to save all of your photos.

6. 6. The pictures in my gallery always say "Loading" what should I do?

   If you have very large images, it will take some time for them to load, depending on the speed of your internet connection. If you experience trouble with images that do not load even after a reasonable amount of time, please contact us at 800-404-9518 or customerservice@pinholepress.com for assistance. Pinhole Press currently supports JPG and PNG in the sRGB color space. If this sounds like gibberish to you, give us a call and we’ll talk you through it!

7. 7. What is the message "sorry but DSC_001.jpg is an image format that we cannot print and has been removed from your product"?

   Pinhole Press currently supports JPG and PNG in the sRGB color space. If you are seeing this message then you may have images in CMYK, or another unsupported colorspace. While this may sound quite complicated, it is actually fairly simple, and we will be happy to talk you through it! Please call us at 800-404-9518 or email us at customerservice@pinholepress.com for assistance.

8. 8. How do I know if my photo is suitable for printing?

   If the photo you chose is too small for the product you selected, a warning message will pop up to notify you. We strongly recommend that you choose a different photo, for if you use this one it could result in a grainy or pixelated final product.

   If you have a larger version of a photo, or if you have another photo that would be more suitable for a product, please use that photo instead. Feel free to contact our customer service department at 800-404-9518 for help with processing photos for inclusion in Pinhole Press products.

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Products

1. 1. How do gift certificates work?

   Gift certificates are emailed to you the first business day after you place your order. You will receive a personalized PDF that you can email to your recipient, or print at home.

2. 2. Why am I charged tax for my gift certificate?

   Your gift certificate purchase includes tax because when the recipient redeems the gift certificate with Pinhole Press, they do not pay tax on the certificate amount. We are responsible for collecting tax in the state where the gift certificate was purchased.

3. 3. How do I return an order?

   We take great care to insure that all our products are made to the highest standards of quality. However, if you are not satisfied with a product for any reason, please contact us at 800-404-9518 within 30 days of receiving your order to initiate an exchange or return authorization. Due to the personalized nature of our products, we cannot accept returns based on customer input errors (e.g., typos, layout).

   In the case of an error on the part of Pinhole Press, we will do our best to resolve the issue to your complete satisfaction as quickly as possible by offering you a full refund, credit toward a future purchase, or a complete exchange.

   If you select a full refund, we will ask that you please return the order in its original form and packaging. We will issue a refund as soon as we receive the shipment. We reserve the right to reject any returns and exchanges that do not meet these conditions. Please call our customer service line at 800-404-9518 for return shipping authorization, or if you have any other questions.

   Return shipping address for the United States (please attain a return shipping authorization prior to sending anything):
   Pinhole Press
   Waterford Fulfillment Center
   1 O’Connor Drive
   Waterford, NY 12188

4. 4. Is there a minimum order that I have to purchase?

   Minimum Orders are as follows:
   Flat or folded cards: 25 cards
   Accordion cards: 10 cards
   Calling Cards: 24 cards

5. 5. How many labels do I get when I order 1?

   Wine labels: 9 labels
   Lemonade Bottle Labels: 12
   Labels with gift bags: 18
   Address Labels: 16
   Book Labels: 15
   Organization Labels: 12

6. 6. How long will it take for my products to be made?

   Every Pinhole Press product is custom made to order; so we need time to create your product prior to shipping it. We begin the printing process within 30 minutes of receiving your order, and begin assembly on the first day after the order is placed. In order to maintain our high standards of quality we take great care when doing this, which means that sometimes orders take slightly more time to process prior to being shipped.

   We ship all of your products in one order together. For instance, if you order cards and a book, we will wait until your book is complete before we ship your order.

   Gift Certificates: 1 business day to receive via email
   Cards and Frames: 2-3 business days to prepare for shipping*
   Photo pads, brag books and labels: 3-5 business days to prepare for shipping*
   Calendars, Photo Books, Day Planners and Journals: 5-7 business days to prepare for shipping*

   * add shipping time to estimate your order arrival date

7. 7. Can I change the number of pages in my book?

   In order to create our very high-quality products as quickly and efficiently as possible, we need to work from a template with a fixed page count. As a result, the number of pages cannot be changed. We appreciate your understanding regarding this restriction.

8. 8. Can I change the layout of my book?

   In order to create our very high-quality products as quickly and efficiently as possible, we design our books with a fixed layout. As a result, the layout cannot be changed. We appreciate your understanding regarding this restriction.

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