FREQUENTLY ASKED QUESTIONS

• How does the shipping process work?

  It is same as when you ship your products to a customer. Ship products to us, we will photograph them for you. After photography, we can ship back your products to you. Our receiving address is 275 Centre st. Unit 17, Holbrook, MA, 02343

• Do you return products after photographed?

  YES, we do. We recommend to pack a prepaid return shipping label in the package when you ship your product to us. You can leave the products to us to save the return shipping cost, or we can keep it an extended amount of time for future shoots if desired as a prop.

• If we have large products, can you photograph them?

  YES, we have a container loading dock, and roll up door to receive your products.

• When will my my photo be ready?

  Once we receive your products, we will open the package and prepare for shooting in the same day. After preparation, shooting and image editing usually take up to 7 business days. We aim for a 3-5 day turnover. Some products need assembly or restoration. We also have rush speed service with a little additional cost.

• Do you take high resolution photos? What format are they?

  Yes, all of our photos are high resolution, at 300dpi. You will get JPEG photo file, and free TIFF file is available upon request.

• How will I get my photos?

  Once your photos are ready, we will upload them to the server and send a notification email to you. Just click the link to download.

• Where can I use my photos?

  Sales websites such as Amazon, Zulily, RueLala, and eBay.

  Review websites such as Yelp, Google Review, and Zagat.

  Your company's website.

  Banners and posters to hang in your store.

  Menus and brochures to impress clients.

  Flyers, mailers and other advertisements to attract customers.

• If I lost my product photos, do you have backup files?

  Yes. We usually keep our clients photos for 3 months. Within 3 months, you can ask for unlimited downloads.

• How and when do I need to pay?

  When you submit your order, you will be asked for the payment. You can pay online, or send a check to us. We accept credit cards and PayPal. If you have over 100 products needed to photograph, please contact us before the order. We will offer a good discount for big clients.

• Do I have copyright of my product photos?

  Our photos are royalty-free to use. You can use these photos in publications, advertising, prints, and allow to your distributors use them. However, PENCIL ONE retains the copyrights for delivered photos and the photographs may not be re-sold to any third party without prior written permission.

• If I don't like the photo, what can I do?

  PENCIL ONE promises "100% satisfaction guarantee" for every photo. If you don't love your photos, just contact us. Our photographer or art director will contact you to get your perspective for the re-shoot or retouching. And we will arrange the redo as soon as possible. We will try our best effort to make every customer satisfied.

• Can you do on Location?

  Yes, we can offer on location services in which we send out a photographer to you, we will offer you a personalized quote based on distance, amount of photos and photo type.