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FAQ

Placing An Order

How Long Will It Take To Receive My Order?

** PRODUCTION TIMES **

All orders of stocked sizes (order configured online) are completed within 5-6 business days unless there are many prints (typically 10 or more), which could extend production time. We would notify you of this.

All orders of custom sizes (or a mix of custom and standard) are completed and shipped out in 6-8 business days. Again it could be longer for many prints.

Rush orders available which gets your print out in 24-48 hours for a 25% (15% for resellers) extra charge. If you place the order before 12PM PST we ship it out the very next day.

** SHIPPING TIMES **

 

During the winter months even expedited shipping isn’t guaranteed due to possible weather restrictions. Give yourself a couple extra days during the winter particularly if you’re on the East Coast and there are known severe storms in the US.

You can choose Ground shipping, 2-day, 3-day or Standard Overnight shipping. Once you type your information in the billing area at checkout these expedited options will appear with pricing in the shipping section.

In general, West Coast standard shipping time is 1-2 business days and East Coast is 5 business days.

All of WA, most of OR and some of ID is just one business day with ground shipping so don’t expedite if you don’t have to!

Please see the map below to determine how long it takes to ship standard to your location, but keep in mind winter weather can delay shipments.

TRANSIT TIMES IN BUSINESS DAYS, SO DON’T INCLUDE WEEKENDS!

Are Rush Orders Available?

Yes! Rush orders are available at a cost of 25% (15% for resellers) of the order. If you’re an approved reseller the rush order is only 15% more when placing the order while logged in. Rush orders get out our door in 24-48 hours depending on what time you get your rush order in. The cut off is at 12PM PST. So, if you get your order in before 12PM PST, it will go out the very next day unless that day is a Sat, Sun or holiday. If you have a large order, this extremely tight turn around may not be possible, so please contact if you need to rush out more than 5 pieces.

This option is now available for custom sizes on all products except aluminum.

You can choose the rush option at checkout.

Please note this is the rush production option, not a rush shipping option. If you need faster shipping as well, you can choose that at checkout and we offer overnight, 2 day and 3 day expedited shipping.

I'm Wary Of Adding My Credit Card Info Online. Can I Call In My Order?

You sure can, but know that our website is monitored 24/7 for security breach attempts and blocked immediately. We also do not store credit information on our server and never will. In addition, every page is encrypted. Furthermore, placing the order online provides significant benefits such as photo management. All that being said we understand some customers prefer to call in the order and we can accommodate you.

Before calling us with payment information we will need you to send us an email with what you are looking for and we’ll respond with a link to upload your image for review. Once the order is agreed upon you can call us with your credit card information.

Can I Cancel Or Modify An Order After It's Placed?

It depends on when you want to cancel or modify the order. Some orders go into production within an hour after being submitted (particularly rush orders), but typically you would have about 12-24 hours to change your mind. Once an order is actually in production it is too late to cancel and get a 100% refund. We would need to charge a % of the order based on where we are in the production process.

Please contact us via email, phone (1-877-518-5187) or live chat (if available) to cancel your order and please include your order number so we can identify it in our system. Your email will be addressed promptly, but it would help to put “Cancel or Change Order” in the subject line.

Is It Possible To Reorder From A Previous Order Without Uploading & Configuring Again?

Absolutely! There are two ways to achieve this.

1. If The Reorder Is Exactly The Same
Just sign in to your account and go to your order history. From here, you can re-order any print that you have purchased in the past by hitting the reorder link next to the purchase. If the quantity needs to change that can be adjusted at checkout, but product options have to be exactly the same.

2. If The Reorder Uses Same Image, But Different Product Options
If you want to reorder the same image with different product options you’ll need to configure a new order, but don’t need to find and upload the image again thanks to our new photo management system. If you were signed in to your account on the previous order you’ll likely find your photo under My Photos in your account. Just hover over the photo and hit configure order to configure with new product options.

 

Can I Pay With Money Order Or Check?

Absolutely, you can select check or money order payment at checkout, but we can’t begin production until the check or money order has been deposited and cleared. That can delay an order by a week or more. We recommend paying via Paypal or credit card to receive your print as quickly as possible.

File Prep

For more tips and details about prepping your files for print please see our file prep guide here.

What Colorspace Do You Accept?

Please use RGB not CMYK. We recommend using a standard working space profile such as sRGB, Adobe RGB 1998 or ProPhoto RGB. The Adobe 1998 (our recommendation) and ProPhoto colorspaces are preferred and offer the widest color gamut for your prints. Please make sure the colorspace is embedded into your file. If no colorspace is embedded, the default will be sRGB.

What Resolution (PPI) Should My File Be?

We get this question a lot. Our answer is to avoid resizing your image since most resizing software programs including those built into Photoshop aren’t very good and not all photos resize well. If we feel our resizing operations will improve your photo we’ll do it. If you really prefer to size your image then use 240-300 PPI.

The most important factors in determining the quality of your print are not pixels alone and most important is the quality and size of the camera sensor (this is why a cheap and expensive camera outputting at 15 MP don’t produce the same quality print) and how it was edited (ie too much cropping, use apps that degrade the image, saving a JPG over and over).

What File Type And Size Do You Accept?

We prefer a JPG file since it’s far smaller than a TIFF and doesn’t diminish quality, but do allow TIFF (up to 100MB for online orders). Yes, TIFF is a lossless file format, but if you make your final save as the highest quality JPG, you won’t see any difference in print quality between a TIFF and JPG. We understand many photographers prefer using TIFF and that’s fine just be sure to use 8 bit with LZW compression to keep your file size as small as possible while maintaining quality.

Our online ordering system doesn’t accept PDF files so please contact us if you need to place an order with a PDF file.

If you really prefer a large file over 100MB you may upload your file(s) through our FTP uploader and let us know what product you are looking for.

Do I Need To Add Bleed?

No, we take care of that. During the mounting process, some of the image has to be trimmed away so we add bleed by slightly enlarging the image. It’s important to note that you may lose up to ⅛” of your print on all four sides so please keep important details such as signatures away from the edge at least ¼”. If you have critical detail on the edge that absolutely can’t be removed it’s possible we can use content aware to save it. We manually review every file that comes in before going to print and would typically contact you if we feel there is detail on the edge that could be cut. Having said that, it’s best you contact us if you’re concerned about edge detail.

Printing & Mounting

Do You Offer Custom Sizes? Large Sizes?

We can do any size for you down to the 1/4″. Max size depends on the product.

Acrylic (1/8″ & 1/4″ thick): any size up to 96×48″

Acrylic (1/2″): any size up to 40×30″

Acrylic Blocks (1″): No custom sizes unless ordering more than 5 and lead time can be long. Largest size is 18×12″.

Aluminum, Bamboo & Birch (3/4″): any size up to 40×30″
Birch Blocks (1.25″): No custom sizes unless ordering more than 5. Max is 20×15″

Dibond & Gatorfoam: any size up to 96×48″

Canvas: any size up to 60×40

I Have A Print Already. Can I Send It To You For Mounting?

We are more strict about our requirements for acrylic face mounting your print. It’s easier to mount your print to any of our other substrates. We need to discuss with you so please contact us about your project and we’ll see what we can do. We will not accept prints that can’t be easily replaced and don’t recommend it.

Here are the requirements:

  1. Bleed: We need 4″ on either side of the shortest side and 1/4″ bleed on the other 3 sides. For example if you were supplying us a 30×20″ print would be 30.5″x24.25″ print when including white space.
  2. We are not responsible for damage to customer supplied prints. The face-mounting process is difficult and prints do get damaged on occasion (air bubbles, spec of dust). We recommend you send 2 prints of each so we have a back up in case something happens. It’s OK to just send one, but if something happens and we need to do it again, it slows down the process.
  3. We do not recommend the mounting process for prints that aren’t easily duplicated.
  4. Must be an inkjet or c-print.
  5. The paper must be a glossy or satin photo paper (metallic papers are ok). The paper needs to be as smooth as possible or it may show an orange peel effect.

Canvas: any size up to 60×40

What Printers, Inks & Papers Do You Use?

All of our prints come off the HP Designjet z6800.

The papers we use for our mounted products are the Mitsubishi Diamond Jet Photoluster and the very popular metallic paper upgrade from Lexjet.

Our HP Vivera pigment inks are rated to last in excess of 100 years without fading. (indoors and out of direct sunlight and high humidity).

Keep all prints out of sustained direct sunlight, high humidity, and very warm areas. Also, it is a good idea to rotate artwork so that the same light is not cast on the image year after year. This is a standard recommendation for any art product but we’ve had prints hanging in skylights in direct sun for nearly a decade with zero fading. There is UV protection in the ink as well as the acrylic face if purchasing our acrylic prints product. We have also had many customers hang our products in bathrooms that are well ventilated with no issues at all. It’s just best to avoid if you can.

Does My Print Come Ready To Hang?

Yes, all prints are ready to hang on your wall right out of the box! Our default hanging system for prints about 40×30″ and below uses hanging wire and a drywall hook for easy hanging with no tools required. Our larger pieces, as well as those using our new aluminum subframe system, use a french cleat which requires drilling into the wall. Instructions and hanging hardware are provided.

Do not hang prints directly above sleeping areas or where people (or valuables) will be hurt if the print falls off of the wall due to an earthquake or hanging hardware malfunction. Each drywall hook can hold up to 50+lbs. The french cleat system is a more stable hanging system and is generally recommended for commercial spaces.

Yes, all prints are ready to hang on your wall right out of the box! Our default hanging system for prints about 40×30″ and below uses hanging wire and a drywall hook for easy hanging with no tools required. Our larger pieces, as well as those using our new aluminum subframe system, use a french cleat which requires drilling into the wall. Instructions and hanging hardware are provided.

Do not hang prints directly above sleeping areas or where people (or valuables) will be hurt if the print falls off of the wall due to an earthquake or hanging hardware malfunction. Each drywall hook can hold up to 50+lbs. The french cleat system is a more stable hanging system and is generally recommended for commercial spaces.

Returns, Refunds & Replacements

What Is Your Return Policy?

BumbleJax is committed to superior products and customer service. We go the extra mile to make sure our customers are happy, but please know we can’t be held responsible for the following:

  • Spelling, punctuation and grammatical errors made by the customer.
  • Errors in selected options such as material, quantity, paper type or cropping. Please be sure to review your order and make sure it’s what you want!
  • Damage to your print not related to transit (ie dropping your print)
  • Exact color matching what you see on your end. Our print experts do a great job and while we have an ICC color profile we can send you, if you are very particular about exact color matching we recommend ordering a small paper proof first to make sure. We also offer proofs of the acrylic product to see how your image will look behind the acrylic (excludes backing and hanging material).

Returning Your Product (Please Don’t Return Until You Contact Us First)

It is extremely rare that we ask a customer to return a product to us. In 99% of cases where there is an issue we simply redo the order for the customer rather than offer a refund, but digital pictures of the issue are required. In the other 1%, the customer just wants a refund and we’ll determine whether we’d like the product sent back or just refund it. Bottom line is that we want our customers happy and if you’re not we’re going to redo it or refund you without you having to jump through a bunch of hurdles or hassle.

Please inspect the product as soon as you can and notify us immediately of any shipping damage or other issues. We would also greatly appreciate pictures of the damage in order to file a claim with FedEx or UPS. We must be notified via email or live chat within 10 calendar days of receiving your print. If no such claim is made within 10 days, Bumblejax and the customer will understand that the print has been accepted. By accepting the print, the customer acknowledges that Bumblejax performance has fully satisfied all terms, conditions and specifications. You will need to keep all original packaging and contents until the claim resolution process is finished.

  • Shipping charges are not refundable.
  • You are responsible for return shipping costs.
  • We strongly encourage you to return your item via a trackable method.
What If My Order Arrives Damaged?

Please don’t worry! Many print shops will make you wait until they receive their insurance payment which can take several weeks. We don’t operate that way. We understand many of our orders are gifts or for important events and will send out a replacement as soon as possible (often times we rush it out) and don’t ask you to return it. We just ask that you do a few things for us.

1. Please inspect the product ASAP and notify us immediately of any shipping damage or other issues. We must be notified via email or live chat within 10 calendar days of receiving your print. If no such claim is made within 10 days, Bumblejax and the customer will understand that the print has been accepted.
2. Take pictures of the damaged box and print and email to us.
3. Keep all packaging for us until the claim process is finished since sometimes FedEx will inspect the package.

 

What Kind Of Quality & Color Guarantee Do You Offer?

We have years of experience in printing, print-design, and photography and are very particular about our print quality. Computer hardware varies substantially – specifically, monitors and CRT displays. It would be impossible for us to claim that the image on your screen will look the same on our screen, let alone our printed reproduction. However, we do utilize color profiling software to generate the most accurate reproductions possible. It’s highly recommended that for those wanting to try to better match what they see on their monitor and what the print will look like purchase a monitor color calibration tool. However, the only surefire way is to purchase a small paper proof.

As for resolution concerns, our online order system is setup to detect that the image has enough resolution to print at a particular size. In the rare case an image gets through our system that doesn’t have enough resolution to print to our standards we will contact you. You might be surprised but some customers prefer a bit of a low resolution look!

If you are unhappy for any reason at all please contact us and we will work with you to determine the issue, how to correct it and make you happy.

Cleaning

What Is Best Way To Clean My Print?

All prints can be wiped with a lint free, slightly damp micro fiber cloth.

You should be particularly careful with the acrylic prints products. You can not use cleaners such as Windex and scratching can occur if not careful. We sell a clean kit consisting of a micro fiber cloth and a cleaner called Brillianize. You can add this to your order while checking out or get it here.

NEW! Our new TruLife premium acrylic product offers more scratch resistance and can be cleaned with any ammonia-free glass cleaner.

Pricing

I Found A Competitor Offering Much Cheaper Pricing. Why?

It’s important to note that not all art is created equally. There are quite a few variables involved from the way the prints are produced, where they are produced (we are seeing more product coming from China, India and Mexico) to the customer service, to the replacement policies.

With cheaper competing products, the image will often be printed directly to the material. For example, some companies print directly on the acrylic. We first print to professional photo paper then face mount the image to the acrylic providing the full color gamut and color clarity/vibrancy. We believe printing was made for paper and that certainly achieves the best result but it requires highly skilled labor and it’s not an easy process. This results in a higher price. We also back the acrylic/print with a dibond backer to stabilize the acrylic and keep it from bowing over time. Other companies may use a cheaper backer or none at all which is when you’ll see stand off bolts to attach it to the wall in all four corners. Our pieces have no obstruction so there is no distraction away from the image. Everything is hidden so it appears your wall art floats from the wall.

We don’t skimp on customer service. Your emails are answered quickly. Your phone calls are answered by knowledgeable customer service reps right away and most importantly if there is an issue with a damaged print or any other issue, we take care of it quickly. Half our customers are pro photographers so we understand the quality needed and the prompt, professional service needed for important gallery shows and events.

On a final note, our materials are sourced locally and all products handmade by us in Seattle.

We have written up detailed articles (Beware Of Cheap Acrylic Prints & The Acrylic Prints Buyers Guide) which you’ll want to read particularly while shopping for acrylic prints. We have seen an explosion in cheaply made acrylic prints with significant variation in quality. You absolutely get what you pay for in this industry so just keep that in mind.

We are truly transparent in our work and every customer who has purchased receives a unique link to review us. We have over 2000+ positive reviews independently verified by the Ekomi service! and nearly 2500 overall across all review channels such as Google+, Yelp and Facebook.

Do You Have A Price List?

The fastest and easiest way to get pricing is to use our calculator which allows you to quickly price any product, size and option and see the price of the upgrades. You can even choose to email yourself the price history.

If you want to see a pricing table of standard sizes with a PDF download option we have that here.

Just know that the calculator doesn’t include any discounting, shipping or taxes. Shipping cost for 40×30″ and below is 10% of the product price and jumps higher at larger sizes. We have first order discounting (see the form in lower left) and ongoing discounting for repeat customers and resellers so almost all orders get at least the shipping charge taken care of.

If you’re unsure about pricing or have a large project please get in touch!

Shipping

What Is The Shipping Charge?

Our current shipping charge for online orders is 10% of the product price ($5 minimum) for sizes 40×30″ and below within the continental USA.

Canada (duties may also apply), Alaska and Hawaii have a rate of 20% of product price + $10 for 40×30″ and below.

Shipping costs start jumping fairly quickly once you get beyond 40″ on a side. Contact us for a quote.

International orders (except Canada – see above) with sizes at 24″ and below are anywhere from 30-75% of the product price and getting larger than that can raise the shipping price to 75-100% or more of the product price. Duties may also apply to these orders. Please contact us for a quote.

Do You Ship Outside The US & Canada?

Yes, but keep in mind it can be expensive particularly for sizes over 24″ on a side. Please email us your postal code, city and country, as well as the size, quantity and material you’re interested in and we’ll put together pricing for you. While we allow anyone in the world to place an online order shipped to US and Canada, we will need to send a Paypal invoice for orders shipped anywhere else.

Do You Offer Expedited Shipping?

We sure do. You have the option of choosing ground, express saver (3 day), 2 day and overnight shipping at checkout. Rates vary greatly. If you have a large order that needs to be expedited please contact us as we might be able to get you a better rate than what shows online.

I'm Drop Shipping As A Gift Or Order For Client. Do You Include Invoice In The Box?

No, the only order information that is included is sent via email to the buyer. If you’re a reseller we can even brand your prints for you including adding a COA at no extra charge. Please contact us for details on that.