FAQs   As you can see, we are some very brainy ooks.

Q:

Flat Rate shipping – really?

A:

Yes, really! We offer standard Flat Rate shipping to any address in Canada. Since your product is made in Canada, by friendly Canadians, think of this as our way of saying thanks. If you’re in a hurry, you can choose to upgrade to a faster shipping service (either VIP or Rockstar) for a small additional fee. Click here for our shipping options and rates.

Q:

How quickly will my order be made?

A:

Production can start within a matter of hours, and in most cases your items will be complete and ready to ship in 2-4 business days after placing your order. If you’re taking advantage of our flat rate shipping, you can expect your order to arrive in 5-7 days after that, or if you have upgraded to a faster shipping method, you can be enjoying your items as quickly as the day after they are finished.

Q:

How many extra days should I allow for larger orders?

A:

Delivery times for large-volume orders are as follows:

20+ books or calendars, add two days
100+ books or calendars, add four days
5+ wall art items, add two days
20+ wall art items, add four days

Q:

I live in a remote community – will that affect my shipping?

A:

Our expected delivery times are based on urban areas. Customers in rural or remote communities will need to allow a few extra days for shipping. But rest assured, ookpix can deliver to even the most remote locations!

Q:

What carrier will be delivering my product?

A:

Typically, Canada Post Parcel Service (USPS for US customers) will deliver your order right to your door. If you’re not home it will either be left on your doorstep, or held for pickup at your nearest postal outlet depending on service type and region.

Q:

What if I need to change or cancel my order?

A:

Hey, it happens. You place your order and then realize that you for to order a copy for your Auntie Arlene! No problem – contact us within two hours of placing your order and it can be cancelled. Changes to the design or order details will require you to place a new order, but don’t worry, your project and order history are saved and can be recalled once you login.

Q:

Does ookpix offer a guarantee?

A:

You bet. If you are not completely satisfied with the quality of our product and/or workmanship, or if it should become damaged during its shipment from us to you, we will replace it at no charge. Alternatively, you may return the product to Ookpix for a refund, provided you obtain a return authorization in advance and the product is returned complete and in the same condition as you received it.

Should you need to request a replacement, please Contact Us right away so we can make it right! Replacement requests must be received within 30 days of receiving your order.

Q:

If I order several products at once, how will they arrive?

A:

All products we offer are typically produced in 2-3 business days, so no matter what combination of products in your order, everything will arrive together as one shipment. Depending on the sizes of the items, they may arrive in separate boxes, but all together as one delivery.

Q:

What methods of payment are accepted on ookpix.com?

A:

You can pay with your VISA, Master Card or AMEX credit card.

Q:

Are your prices in Canadian or US dollars?

A:

All of our prices are listed in Canadian dollars. If you’re an ookpix customer from outside Canada, your exchange rate may vary depending on the rules and related fees of your credit card issuer.

Q:

Is paying online secure?

A:

Yes – when you select ‘checkout’ in your ookpix shopping cart, you enter a secure payment page (https) and the data you provide is protected by encryption using Secure Socket Layer (SSL). ookpix does not store credit card information on any of our servers.

Q:

What kind of paper is used in an ookpix photo book?

A:

At ookpix we use a premium, acid-free 100# text-weight paper in all our books. It features a silky finish and is also FSC Certified.

Q:

How many pages can my book have?

A:

Photo books require a minimum of 20 pages (10 sheets printed on both sides), and can have a maximum of 442 pages (221 sheets printed both sides). Books in a Jiffy - 5x5 and 7x5 sizes - require a minimum of 20 pages and can have a maximum of 100 pages (50 sheets printed both sides).

Q:

Are the covers of an ookpix book laminated?

A:

Yes, the outside covers of both our soft cover and hardcover books are treated with a protective soft-touch laminate, which has been said to be as soft as a baby owl. Adding lamination not only ensures the colours on your cover are rich and vivid, but also helps ensure they stay that way for a very long time.

Q:

What kind of paper is used to print an ookpix calendar?

A:

We use a premium 100# glossy cover stock for all our calendar products. Why do we go with the premium stuff? Well, your memories are worth it, aren’t they? And we agree.

Q:

What type of canvas is used to make an ookpix photo canvas?

A:

We use premium poly-cotton canvas. After testing many, we selected this particular material because it offers the best printability as well as durability, and in our opinion is the best looking photo canvas out there.

Q:

What kind of printing is used to get my photo onto a canvas?

A:

At ookpix, we use ultra high-resolution latex printers to print your photos onto our premium poly-cotton canvas. We selected these printers not only because they are an environmentally responsible way to print (no harsh chemicals, no hazardous materials), but also produce rich colours and life-like flesh tones.

Q:

Will my canvas fade over time?

A:

The inks and materials used to create your canvas are UV stable – meaning your canvas can be hung in direct sunlight for several years without any noticeable amount of fading.

Q:

How do I clean my ookpix Photo Canvas?

A:

Simply dust it regularly, like you would any other art in your home. The brush attachment for your vacuum works well, or you can use a slightly damp cloth once in a while.

Q:

What is Acrylic, exactly?

A:

Acrylic is a type of plastic – many people know it as plexi-glass.

Q:

How thick is the acrylic used to make an ookpix photo acrylic?

A:

We use crystal clear ¼” acrylic with rounded corners for all available sizes of photo acrylic.

Q:

How thick is the acrylic used to make an ookpix INSTAcrylic

A:

For our INSTAcrylic blocks, we use crystal clear 3/4" acrylic with slightly rounded corners.

Q:

Will my photo acrylic be ‘photo quality’ when I look up close?

A:

Indeed it will. And what’s better: because the image is viewed through the sheet of acrylic, the glossy finish makes colours come to life even more than a photographic print.

Q:

Will someone at ookpix correct or enhance my photos before printing?

A:

To ensure your product turns out just the way you want it, photos are not altered in any way before they are printed. Although it’s normal for the colours in a printed product to differ slightly from how they are displayed on a computer screen, what you see in our online creation tool is exactly how we’ll produce your product.

Q:

Can I save my project and come back to it later?

A:

Absolutely. When you click ‘Save and Exit’ in the upper right corner of the online creation tool, your project will safely reside in the cloud, watched over by ookie himself. Note that the photo tray is emptied when you exit, so only load photos that you plan to use during your session. To access your saved project list, simply login, then select ’Saved Projects’ from the My Account menu.

Q:

What is Silverlight?

A:

Silverlight is an application made by Microsoft and it is required to be installed on your computer in order for the ookpix editing tool to load. It’s a common program – Netflix also uses it as their platform – and many computers already have it. If you do not, you will be prompted to download it the first time you launch a project. The install only takes two minutes. See www.microsoft.com/getsilverlight for more information.

Q:

How big should my JPG files be?

A:

Typically, a file that is around 5 MB in size will provide excellent quality output in any of our book options, while files larger than 7 MB work very well for large wall art pieces. Generally speaking, the larger the file, the more information it contains and the higher resolution it will be. Having said that, it’s important to note that the complexity of the image will impact the file size. For example, a photo of a polar bear in a snow storm will result in a smaller files size that of a photo of a flock of a parrots, even if taken with the same camera with the same settings.

Q:

What do the triangular warning signs mean?

A:

Our system will alert you if a photo you have placed in your project is 150 DPI or less (yellow warning) or 72 DPI or less (red warning.) You can still proceed with your order, but if resolution is a concern, then it may be better to save that photo for a smaller container or find a higher-quality photo. For Wall Art items, the yellow warning is less of a concern, since the product is typically viewed from a distance – consider it more of an FYI. However, if you get a red warning on your photo, we recommend finding a higher quality image to use.

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