When you use the Print Wizard to order your BigPhoto prints, each step is explained as you go. The wizard will help you select photos, choose print sizes and show you cropping options.
You can find answers to common questions below.
For further help with the ordering process, or to contact customer services about your order:
- Email us at support@bigphoto.com.au
- Phone our customer support team on 1800-338-315 (9am - 5pm, Mon-Fri, Canberra-Sydney-Melbourne time)
If you are emailing us or leaving a voice message (outside business hours) please include your order number and a contact name and phone number.
You can check your Order Status at any time by clicking here.
- Image Resolution, Size & Types
- Internet & Connectivity Issues
- Security
What print sizes can I order?
Please check the current price list for details.
How many prints can I order at one time?
There is no defined limit to the number of prints you can order at one time. However, you should be aware that it may take some time to upload a large number of files.
How long will it take for my photos to be printed and delivered?
Orders received will be processed and dispatched within 1 - 2 business days. Delivery is by air mail from New Zealand. Please allow 5 business days for delivery.
What's the status of my order?
When your photos have been successfully uploaded and you have completed your order, you can check the progress by going to the Order Status page and typing in your order number. The order number is displayed on the last confirmation page and in your Order Received confirmation email.
How are my photos printed?
When you order prints from BigPhoto your images are transmitted via our Internet servers to our print lab. The printers at the lab receive the images via network connection and expose your pictures by laser on to photographic paper. The paper is then developed through a silver halide chemical process, the same as that used for traditional 35mm film processing. Your selection data is also transmitted to the lab printer so that it prints the correct sizes & quantities, and crops the photos as you selected.
We use Agfa d-lab printers and print on premium grade photographic paper. The process is carefully calibrated daily to ensure accurate colour reproduction. It can be better to submit the original image from your digital camera than to make significant edits on your home computer.
Once your photos are printed they are quality checked then packaged and dispatched.
If we encounter a problem with any of your prints we will contact you before completing the order.
Where are my photos printed?
The BigPhoto fulfillment centre is situated at:
501 Mt Wellington Highway
Mt Wellington
Auckland
Do you offer bordered prints?
Yes. You can select this option for each photo. Borders are white and approximately 5mm in width. Borders do not cut into the photo.
Do you offer B&W prints?
At this time we do not offer this as an option when ordering. However we are able to print from B&W digital photos.
Can I get multiple copies from the same image?
Yes. Simply select the quantity required from each image when you place your order.
Can I order from BigPhoto on my Mac?
Yes. If you have Firefox 2 installed you will be able to use the Java version of the Advanced Uploader.
What resolution image do I need to get a good print?
For good quality prints in any size, a 3.1 megapixel or higher camera is recommended. Even if you only want small prints, a higher resolution camera provides more data and flexibility for image enhancement and cropping.
If your camera supports a variable ISO rating, choose ISO 100 or lower for outdoor shots to minimize image noise.
What is resolution?
It's the amount of digital information that your image contains. Less resolution is less detail. Resolution is measured in pixels (or megapixels). As a guide, you need a minimum of about 50 pixels per centimeter printed. For example, the minimum image resolution required for a 25x20cm (10x8inch) print would be about 1600x1200 pixels, which would be typical from a 2 megapixel camera set at the highest quality setting for that camera.
Pictures that fall below the recommended resolution may appear blurry or blocky when enlarged and printed, and you will see a warning icon when ordering if any of your digital photos lack the minimum recommended resolution.
What is a megapixel?
A megapixel is one million pixels. Pixels are the points or dots that make up an electronic image. The more dots that make up the image, the smaller they are, and the harder it is to see them. So, a higher resolution image, or one made up of lots of small dots looks better than a low resolution image that is made up of only a few bigger dots.
The term "megapixel" is used to state the resolution of digital cameras. The more megapixels the camera has, the finer detail you get in the pictures it takes, and the bigger prints you can get. For example, a 1.2 megapixel camera will take a maximum image size of about 1280x960 pixels but a 3.1 megapixel camera will do up to 2048x1536 pixels.
What image types (file format) can I use?
To place a print order, your digital photos must be in the JPG format, which is the most common file format from digital cameras.
Why are my photos cropped?
An image will automatically be cropped when it's aspect ratio is not in the same proportion as the dimensions of the prints you ordered. Most digital cameras capture images with an aspect ratio of 4:3 (4 units x 3 units).When you order prints, such as a 15x10cm, your image may not fit as taken.
To make your choice of print size easier, see the price list where digital print sizes are indicated by an asterix *.
What is aspect ratio and why does it effect cropping?
Aspect ratio is simply the width/height proportions of an image. This is an issue that can be difficult to understand but one that often needs to be considered when ordering prints, as it has a direct bearing on whether or not an image will be cropped for a given print size. Here we attempt to explain.
Most digital cameras produce images with an aspect ratio of 4:3 (4 to 3). This means that if the image is 400 pixels wide, it will be 300 pixels high (400x300pixels), or if it is 800 pixels wide it will be 600 pixels high (800x600pixels). This is assuming a landscape or horizontal shot. The image may also be a portrait or vertical shot that is 800 pixels high and 600 pixels wide, in which case the image dimensions would be given as 600x800pixels. But the aspect ratio remains the same.
Images shot on traditional 35mm film produce an image that has an aspect ratio of 3:2 (3 to 2).
Therefore images from film at 3:2 will fit nicely onto a 15x10cm (6x4inch) print, but will not fit correctly onto a 20x15cm (8x6inch) print. On the other hand, most digital prints will fit nicely onto a 20x15cm (8x6inch) print, but not onto a 15x10cm (6x4inch) print. Where you are printing an image of 3:2 aspect ratio at a print size with an aspect ratio of 4:3 or vice versa, the photo will either need to be cropped or reduced to fit giving white borders on two sides.
A similar example of aspect ratio differences is when movies from the cinema are shown on television and the sides of the picture are cropped off because the movie was shot in wide screen format.
To make your choice of print size easier, see the price list where digital print sizes are indicated by an asterix *. Also, when you place your order you will see how the photo is going to be cropped for the print size chosen.
How can I control cropping of my images?
When you order your prints, you will see a preview on-screen of how the print will look in regard to cropping.
By default, if the image does not fit the print size chosen (because of differing aspect ratio) the default crop will be centered. You can adjust the positioning of the crop as well as zoom in or out to "blow up" a part of the image to full frame or to reduce it so the whole image fits within the frame. If you're zooming in too far that the print quality will be compromised you will see a warning indicator icon.
Why does my Internet connection keep timing out even though I am still connected to the Internet?
The photo uploader and ordering process relies on a secure and continuous connection to the server. There are a number of factors that may cause problems, usually during the upload process.
Proxy Servers.
It is best to avoid proxy servers if possible. Try selecting "No HTTP proxy" under the options menu of the print wizard (click the icon at the very top left-hand corner and then click "Options").
Firewall Setup.
Firewalls and their settings can cause problems. Because there are so many different "Personal Firewalls" in use it is imposable to advise on setup. If you are using a personal firewall product installed on your computer, you could try turning it off for a short time to establish whether it is causing problems. If you are behind a corporate or company firewall there may be (unfortunately) little you can do about it.
Anti-virus Software.
Anti-virus software can also interfere with print ordering. If you are using anti-virus software on your computer, you could try turning it off for a short time to establish whether it is causing problems.
Bad ISP Connections.
If you have a bad ISP connection the connection with the print order server may be broken during the image upload process. Bad connections can be caused by a number of factors like old noisy phone lines, network configuration, ISP problems or even upstream Internet.
If the connection is lost during the upload process do I have to start all over again?
If you get a pop-up message during the image upload process that says "The connection with the server was reset" try the following:
1. Click OK. A message will pop-up "Your Internet connection has failed during transfer of your images. Please reconnect before trying again. Would you like to try again now?"
2. At this point, you could click "YES" to try again or check your Internet connection or re-dial the connection. Then click "YES".
3. The print wizard will attempt to re-establish a connection. If it fails a message will pop-up "A connection with the server could not be established."
Note: You may need to repeat the re-try process several times to re-establish the connection. Allow ten seconds or so before retrying. If a connection is sucessfully re-established the upload process will continue from where it stopped.
How long will it take to upload my photos?
Upload time will vary depending on a number of factors like your connection type and speed, ISP loading etc as well as the file size of your images. Refer to the examples below as a rough guide:
Image File Size
- Images from a 2 Megapixel camera will typically be about 0.7MB (700KB).
- Images from a 3 Megapixel camera will typically be about 1.2MB (1,200KB).
- Images from a 6 Megapixel camera will typically be about 2.5MB (2,500KB).
Dial-up Modem:
On a good dial-up connection you will typically get an upload speed of approximately 3 to 5 minutes per MB.
512K Broadband:
On this type of connection you will typically get an upload speed of approximately 4MB per minute.
Full-speed Broadband:
On this type of connection you will typically get an upload speed of approximately 2MB per minute or greater.
Examples for uploading 10 images (estimates only):
1. From a 2 Megapixel camera:
- Dial-up modem: 21 minutes
- 128K ADSL: 7 minutes
- Full-speed ADSL: 4 minutes
2. From a 3 Megapixel camera:
- Dial-up modem: 36 minutes
- 128K ADSL: 12 minutes
- Full-speed ADSL: 6 minutes
3. From a 6 Megapixel camera:
- Dial-up modem: 75 minutes
- 128K ADSL: 25 minutes
- Full-speed ADSL: 6 minutes
Please Note:
There are no guaranteed upload times. The above information is a guide only and assumes ideal network conditions.
Can I make the uploading process faster?
Upload time is effected only by network speed and file size. The faster the network, the faster the upload. The larger the image file, the slower the upload.
You may not be able to do much about your network speed but you might like to consider file size. There is no need to upload a 6MB file to get a good 6x4 print. If you are shooting very high-res photos for smaller prints, you could shoot at a slightly lower resolution, or create resized copies of the images but be careful not to go too small. Refer to the print products page as a guide.
How can I contact support services?
Email: support@bigphoto.com.au
Free phone: 1800-338-315 during business hours
What is the policy on refunds and returns?
Our Quality Control team inspects every order to ensure that the prints you receive meet our high quality standards. However if you do receive an order which is faulty, please call us toll free on 1800-338-315 to arrange free return delivery and a refund or to have the order reprinted. Orders may be cancelled by calling us if the order has not already been processed (printed).
Is ordering online safe?
BigPhoto uses industry standard encryption technology to make your Internet experience as secure as possible. Our secure server technology encrypts all your purchasing and credit card information. This means that all your purchasing information is encoded and is unreadable as it travels to our server. All of our customer information is stored in a database that is situated behind commercial grade secure firewalls.
For further information about security issues see the Policies page