tomatoprints Frequently Asked Questions & Answers

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WHAT IS PICVIDSO YOU ARE TALKING ABOUT?
IT IS THE NEXT GENERATION PICTURE BOOKS, LIKE PHOTO BOOKS,GREETING CARDS, CALENDARS, YEARBOOKS, COOKING BOOKS, ETC..YOU GET THE PICTURE.. YOU CAN HAVE YOUR CONTENT SPECIFIC PERSONALIZED DIRECT RELATED TO THE EVENT, OCCASION YOUR PICTURE BOOKS,CARDS ETC. THAT YOU CREATE WILL BE ON THE SAME PAGE, LETTING YOU LOVE AND LIVE THE MOMENT WITH LOOKING AT THE PICTURES AND WATCHING ITS CORE MOMENTS TOO FROM A PRINTED BOOK, CARDS, ETC. RIGHT AT THAT MOMENT WITH ONE TOUCH ACTIVATION. NEVER TO MISS ANYTHING ANY LONGER. WE CREATED AND NAME THIS NEXT LEVEL OF THE PICTURE BOOKS, CARDS PICVIDSO..Patent pending. All rights reserved..More..soon.
I WANT TO CREATE BOOKS, CARDS LIKE THAT-HOW CAN I DO ?
We make it so simple for you..Details to be released shortly..But for now you can start getting an account and uploading images and get ready..Early birds will get designer's VIP custom creations as complimentary on their books (complementary design only). So Go ahead and start you will get an email with PIVIDSO early bird message.
WHAT IF I FORGET MY ACCOUNT PASSWORD?
Just enter the customer account log in page, in the log in section just below the password entering text box, is a link for password retrieval, click it and your pass word will be sent by e-mail.
HOW DO I CHECK STATUS OF MY JOB?
You just need to log in into your customer account, the screen that follows your login, displays all your order information. You will also see the order status, so you'll know if there is any pending issue with your order or if your order has already been shipped, etc.
WHAT IS THE TURNAROUND TIME ON MY JOB?
Turnaround varies based on the type of job you are submitting for print. Approximate turnaround times 3 to 5 business days plus based on your choice of delivery method. Generally within 10 days you may consider. View shipment info for the specific turnaround days on check out page.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept, Visa, Mastercard, American Express, Discovery credit cards or debit cards via online or by phone. In order to provide your credit or debit card number directly to a customer service representative over the phone, call us during business hours (Monday - Friday, 8:00 - 4:30pm PST). Please call customer service at 866-558 1617 or email us at info@tomatoprints.com for additional questions.
CAN YOU CREATE THE PHOTOBOOK FOR ME ?
Yes!!. And this service is complementary!!!
HOW CAN YOU CREATE IT FOR ME, WHAT DO I NEED TO DO?
1-First, Simply log on/create an account at www.tomatoprints.com.
2-Choose your size and theme and click design
3-Upload your images by clicking  upload photos button and select the files from your computer and click SAVE!
That's it! Send us an email & let us know that you would like us to create it for you. info@tomatoprints.com
We will send you your photobook via share button for review before printing.
CAN I USE NETBOOK (SMALL SCREEN) LAPTOP ETC. TO USE YOUR DESIGN ONLINE?
Tomatoprints site can be best viewed on a 1024x768 screen resolution or higher.
WHY I CAN NOT SEE THE BORDERS ON SOME PICTURES?
Resolution quality of the picture will effect the visibility of the borders. If you are trying to use low resolution images, borders will not show. For better quality printing results, high resolution images are recommended.
HOW CAN I KNOW IF I HAVE HIGH RESOLUTION IMAGES OR NOT?
Design online will prompt you with a red tagged warning if your image resolution is low to print.
CAN COLORS BE MATCHED IN FULL COLOR PRINTING?
A color will never print out exactly to match its on-screen source. Colors vary from monitor to monitor, and different printers produce different color results. All these variables slightly affect the printed outcome.
HOW SECURE IS MY ONLINE TRANSACTION WITH YOU?
All orders taken online using credit or debit cards are encrypted and highly secure. We use the highest quality encryption and authentication methods for all sensitive data, including credit and debit card numbers.
WHY HIGH RESOLUTION IMAGES ARE IMPORTANT FOR QUALITY PRINTING?
The importance of using high resolution (300 D.P.I.) images for commercial printing  is essential. If you have ever seen printed material that contains blurry or blocky images which often provides a bad presentation, it was likely caused by incorporating low resolution images. Ensuring a high quality printed job is as simple as making sure all photos and images in your digital files are all high resolution.

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WHAT IS THE LOWEST QUANTITY CAN I ORDER?
  ONE (1). Because of the way we created the system for your convenience, you can order as low as one (1) quantity of any item. One book or one card!
CAN I ORDER A SIZE NOT LISTED?
Yes for professionals only! For custom designed orders, be sure to note the final trim size in the special instructions field. On uploaded files, contact us to insure proper file uploads. We will not be held responsible due to improper file submission. EXAMPLE: For a 3" x 6" Postcard, order a 4" x 6". Please contact us for details.
HOW DO I PLACE MY ORDER?
Follow the online procedures for placing your order. If you have any difficulties placing your order online, contact us and we would be glad to walk you through the order process.
CAN I JUST EMAIL YOU MY ORDER?
We will only accept your order over email if you are having problems with the online store and you have contacted our Customer Service department for help.
CAN I PLACE AN ORDER BY PHONE?
If you have difficulty or concerns with ordering over the internet, please do not hesitate to give us a call, and we will be glad to walk you through the ordering process.
CAN I CANCEL AFTER I'VE PLACED MY ORDER?
Due to the fast turnaround of our print products, we process jobs as soon as we receive them. No cancellations are available on submitted orders.
CAN I RETURN A JOB AFTER I RECEIVE IT?
Yes, 100% Satisfaction is guaranteed. All products are carefully inspected before being shipped. If merchandise is defective or damaged upon receipt please contact us after receiving your package. All claims must be made within 72 hours of receipt of your order. Shipping charges will not be refunded. Should your print job contain manufacturing errors and/or defects, we may reprint and ship the job at no charge. On a case by case basis we will investigate and determine if the damage was due to negligence on our behalf. Please contact us during normal business hours so we can handle your request. If a return is granted, you must return delivered product for exchange of newly printed product.
HOW DO I RE-ORDER?
You just need to log in into your customer account, the screen that follows your login, displays all your current & previous order information. Select the re-order option on the job you needed.

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WILL I BE CHARGED SALES TAX?
All orders being shipped within California addresses are subject to the prevailing sales tax. If your business, corporation, or company is tax exempt, please make sure we receive a copy of your tax exempt certificate PRIOR to your first order. Contact us for options on how to submit your certificate.
WILL I BE CHARGED BEFORE VIEWING A PROOF?
No. You will not be charged for viewing your art work (photbooks or greeting cards) you have created using our online designer. For custom art work, we do require a completed order to begin production.
CAN I GET DISCOUNT FOR BIGGER QUANTITY ORDERS?
Yes. Some products may be eligible for discounts in different quantities. Please see details on your product page. If you have further questions please contact us for details.
HOW CAN I GET A CUSTOM QUOTE?
Yes! Simply email us at info@tomatoprints.com we will contact you right away.

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HOW SHOULD MY FILES BE SET UP WHEN UPLOADING?
For professionals only. Please contact customer support department for necessary set up procedures via email or phone.  Visit our customer support page.

WHAT RESOLUTION SHOULD I UPLOAD FILES IN?
The correct resolution for submitting files is 300 dpi. Which stands for dots per inch. Some programs have it as ppi (pixels per inch), which is the same value.
WHAT FILE FORMATS ARE EXCEPTED?
We accept JPG,  files, otherwise your files will be rejected. For further information on file formats or file specifications, view the “file specs” page for the product you are interested in.
HOW DO I KNOW YOU HAVE RECEIVED MY FILES?
We automatically update job status of the uploaded artwork in your customer account. To verify that we received your photobook/card artwork, just log into your customer account to view status of pending jobs.
I'M HAVING TROUBLE UPLOADING MY FILES, WHAT DO I DO?
Problems can vary when trying to upload files. Your internet connection (broadband vs. dialup), file size, and even time of day can cause complications. Be sure to try and successfully open the files again on your end before attempting to upload. If you continue to have issues, contact us at support@tomatoprints.com for further assistance.

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HOW MUCH DOES SHIPPING COST?
Local pick up is FREE. Shipping costs vary depending on the shipping method you select. You will be prompted to select your shipping method during checkout and you will be able to quote out different options.
CAN I SHIP TO A P.O. BOX?
No. If you entered a P.O. Box as your shipping address when placing your order online, your order will placed on hold until we have contacted you and received a physical Ship To Address.
CAN I CHANGE MY SHIPPING AFTER I PLACED MY ORDER?
We ask that you carefully plan both the anticipated turnaround time and the time to ship to your final destination as it is very difficult to process Shipping Changes once an order has been placed. We process hundreds of orders each day, and within minutes of receiving your order our Shipping and Fulfillment Department is already scheduling your ship date and preparing your labels. (If you contact withing first two hours of your ordering- we would try our best to accommodate)
HOW CAN I TRACK SHIPPING OF MY ORDER?
On the day that your order ships from our printing facility, tracking numbers will be sent to the same email address on file for your account. While every attempt is made to deliver your tracking numbers, email is not a 100% accurate method of delivery. Alternatively, you can login into you customer account to check your order status.
DO YOU SHIP INTERNATIONAL?
Yes!!! One flat Rate of $16.95 to anywhere in the world. Maximum two photobooks per shipping without gift wrapping. One Photobook if with gift wrapping. Please indicate in the notes section during placing your order.
WHAT IS THE DELIVERY TIME?
It various based on the country. Please allow at least two weeks delivery time.
CAN I PURCHASE FROM OUT OF US?
Yes.
DO YOU OFFER LOCAL PICK UP OPTION?
Yes. Only available for San Francisco Bay Area customers and by appointment only. We would like to make sure that your product is ready when you arrive.
WHAT IF I HAVEN’T RECEIVED MY JOB, WHAT DO I DO?
Check to see if your order is still within the turnaround period required specified in the product info page for that item. Remember to account for shipping schedule selected. If files you submitted have any of production errors, your job must be placed on hold until the problem is corrected. We will make every attempt to contact you and will keep a log of these attempts. In rare cases, packages do sometimes get lost in transit. If you happen to be one of those unlucky few, you should immediately make a claim with the shipping company responsible for the error. If the tracking number indicates that your package has been delivered to your address, we cannot be held responsible, and it will be up to you to dispute delivery with the carrier.