What are your turnaround times?
Turnaround times vary depending on how busy we are. Currently we are experiencing higher turnaround times due to demand. Times for all orders are now 5 - 7 days, although at times we may catch up and get them out quicker. For outsourcing there is a 5 - 7 day turnaround. If you have not received your order within 14 days, please contact us directly as most all jobs will be finished within this timeframe. If you do need them quicker than this we offer a RUSH service fee.
Do you do prints?
No, we do not print. We only scan and send your files via dropbox link.
What is the difference between your lo-res and hi-res scans?
It is purely the size of the image. The quality is the same for both, and goes through the same process. It all depends what you will use them for. Lo-res files are around 1800 x 1200 pixels and are perfect for online, web use and for getting small prints made if you wish. Hi-res files are around 5000 x 3000 pixels and are suitable for printing larger, (up to A3, or 12x18" size).
How long do you store my files on Dropbox?
Your link will stay active for a period of 3 months. After this time we take it down. There is a $15 dropbox retrieval fee if you didnt save your files. With this fee you will receive your entire backlog of orders you have with us.
How long are my negatives stored for pick-up at Hillvale?
We keep your negatives on-site for a period of 6 months. We will never throw out your negatives, and after the 6 month period they will be transferred to our off-site deep storage facility. A $50 retrieval fee incurs to get your negs from deep storage.
I paid my order but I have not gotten my download link?
Our system automatically sends out your download link once payment is received. This usually takes between 5 - 30 minutes to reach you. If you havent received it after this time please email us and we can fix this up for you.