Frequently Asked Questions

Q - What is the best way to send pictures to EK?      
A - For fastest results, we encourage you to upload the pictures to our website.  As a registered user, you can log in and place your order and our system will provide an easy to use interface to upload your files. 

Q - Isn’t uploading pictures difficult?      
A - No.  The EK website is designed with easy-to-follow instructions that will get you through the process with ease!  Look in our Library Files Page and you will find simple step-by-step instructions on how to properly scan or resize images.  For your convenience, we recommend you combine the photos into a single .zip (compressed) file for uploading.  In the library, we recommend a free program you can download to .zip the files and give you the VERY easy instructions on how to "zip" your files.

Q -  I don’t have internet access.  Is it alright if I just mail the pictures to you?      
A - Of course!  In order to ensure that the pictures get to us as quickly as possible, we ask that you send them via DHL overnight.  Simply use one of the prepaid DHL envelopes that we provide and call DHL for pickup (1-800-225-5345).

Q - How do I get my pictures back?      
A - All pictures will be shipped back with your order.

Q - Can you remove something or someone out of a picture?      
A - Absolutely!  Photos can be modified and minor restoration can be done for a small additional charge.  There is a comments field associated with each file that is uploaded so you can give us any special instructions or other information.

Q - When does the Our Guarantee start?      
A - As soon as EK confirms the receipt of your order.  We confirm your order by email, fax, or phone (depending on your preference).

Q - Are my pictures safe?      
A - They are the safest if you upload them because they never leave your possession.  If you choose to ship your pictures to us, you do it at your own risk.  Insurance can be purchased from DHL, if desired.

Q - The EK products look GREAT!  Can I order extra copies?      
A - Absolutely!  You can order extras with your original order, or simply visit our website at anytime to order extra copies of anything you need.  Our most common reorder request is large size photo-quality reprints of the image collage used in our Keepsake Brochures.

Q - I’m in a real time crunch!!  Can EK deliver products to me in less than 3 days?      
A -Yes, we can.  But you MUST call EK ahead of time to make special arrangements.  Please Note: There is an extra charge for “Rush Delivery” service.