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Q: Why did I receive a JPEG error when uploading an image using the Browse Upload?
A: The image you attempted to upload was either not a JPEG or was a broken JPEG. A JPEG is considered broken when there are inconsistencies in the original image file. JPEGs created by older image editors, like Photoshop 3 and earlier, may not work correctly either. Please use a current version of an image editor to save your images out as a new JPEG file. Make sure to choose the lowest compression setting in doing so to maintain the best image quality for printing your picture.

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Q: What does Shutterfly mean by "not recommended" when I am ordering my pictures?

(Please note that our recommendations are based ONLY on the overall resolution of your picture, and not on the overall quality or clarity of the original picture. We are not and cannot be responsible for the original picture being blurry or out-of-focus, even if there is sufficient resolution to be 'recommended'.)

Pictures that fall below our recommended resolution guidelines may look okay when viewed online, but will appear blurry and pixelated — that is, the image will appear blocky, with jagged rather than straight edges — when enlarged and printed.

To check the resolution of your pictures once you have transferred them to Shutterfly, go to the View page and click on the thumbnail image; you will then see a larger version of the picture, with recommended print sizes. Above these, hold your cursor over the lowercase 'i'. Among the information displayed you will find the resolution.

For large-format prints (11x14, 16x20, and 20x30), our recommendations are similar to those for an 8x10, although you may wish to help ensure the best possible print by using an image that is 3 megapixels or larger.

Our resolution recommendations are as follows:

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Q: All of my pictures are upside-down. How can I rotate them?
A: Because of the way different cameras handle film, your pictures may appear upside-down in your account. You can easily rotate these pictures. Here's how:

Click 'View' on the green menu bar. Then, in the View Pictures portion of your account, select the pictures that need to be rotated by clicking on the box underneath them. (You can also select them all at once by clicking 'Select All' at the top right of the page).

On the right, there is a Rotate Picture section; click on the the appropriate direction and degree you want to rotate all of the pictures. You can rotate them 90 degrees to the left or right, or 180 degrees.

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Q: How can I improve my pictures/print quality?
A: Add the picture to your Shutterfly account directly from your camera or computer without changing it first. This preserves the original data in the image. Also, make sure you have your camera set to the appropriate resolution and JPEG compression settings (see the Image questions page in our Help Center for more information). If your prints look "fuzzy", blocky, or pixelated, this is an indication that the image resolution was insufficient for the selected print size.

For general picture taking tips and advice, see our Tips & techniques pages.

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Q: Does Shutterfly offer prints in a 3×4 aspect ratio?
A: Currently, we do not offer prints in a 3×4 aspect ratio. We offer prints in traditional sizes: 4×6, 5×7, and 8×10. (We also offer large-format prints in 11×14, 16×20, and 20×30 size.)

Since most of the common image sizes (including 640×480, 1024×786, 1152×864, 1600×1200, and 2048×1536) have a 3×4 aspect ratio — that is, for every 4 units wide they are, they are 3 units tall — the traditional paper sizes WILL result in some automatic cropping of your image.

It is important to keep this in mind when ordering prints! For best results, we recommend you use our free online cropping tool to crop your picture exactly how you want it. And if you want to have your picture printed whole, without any cropping at all, then use the 'no cropping' option. Your picture will be printed whole, with a white border.

For large-format prints (11×14, 16×20, and 20×30) we recommend using the free online cropping tool for every print. To crop 11×14 or 16×20, choose the 8×10 crop shape; for 20×30, use the 4×6 crop shape.

For more information, see our Help Center's cropping page.

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Q: Why were my pictures cropped?
A: Cropped pictures result from the fact that our system automatically crops images to make sure that they fill the print. (This is a standard practice in the photofinishing industry.) With digital images, the height and width dimensions are not always the same as the print size you desire. Between the different print sizes that we offer, and the fact that different cameras take pictures with different proportions, some amount of cropping is necessary. We do our best to minimize this, but occasionally, details near the edge might be cropped. (To help minimize this, we do offer different cropping options.)

If the aspect ratio — the ratio of width to height — is substantially different than the normal rectangular print size, we will instead print the entire image, and with a white border. This is to make sure that you don't lose any details in those prints. Our system prints the picture whole like this if automatic cropping would result in an loss of 20% of the image or more. This is most often seen with square and panoramic images.

Most digital images are taken in a 3×4 aspect ratio; that is, the image is 3 units tall and 4 units wide. This differs somewhat from traditional 35mm film which is in a 2×3 aspect ratio. To fit traditional print sizes (4×6, 5×7, and 8×10) some cropping is necessary. This cropping amounts to about 10% of the image, taken equally from the top and bottom. It is important to keep this in mind when ordering prints! For best results, we recommend you use our free online cropping tool to crop your pictures exactly as desired... especially if the picture has details near the edge. (And if you want to have your picture printed whole, without any cropping at all, then use the 'no cropping' option. Your picture will be printed whole, with a white border.)

Unfortunately, we're unable to reprint your order with different cropping, because the reprints would turn out exactly the same. However, you can reorder the prints using our online cropping feature to specify how your prints should be cropped. (And if you want to have your picture printed whole, without any cropping at all, then use the 'no cropping' option. Your picture will be printed whole, with a white border.)

For large-format prints (11×14, 16×20, and 20×30) we recommend using the free online cropping tool for every print. To crop 11×14 or 16×20, choose the 8×10 crop shape; for 20×30, use the 4×6 crop shape.

For more information, see our Help Center's cropping page.

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Q: Some of my prints came out dark. How can I avoid this in the future?
A: If your prints are dark the original picture may have been underexposed. Cameras, and particularly digital cameras, require lots of light to produce properly-exposed pictures. We suggest using your flash regularly — even if you are outside. You'll definitely need your flash for subjects that are in low light or that are lit from behind. After you have transferred your pictures to your computer be sure to view them on your monitor before uploading them to Shutterfly. If the pictures are dark onscreen they will likely look that way when printed. If your pictures are dark you may be able to adjust the brightness using image-editing software (such as Photoshop Elements).

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Q: Can I order prints from scanned images or pictures?
A: Yes, as long as the picture is in .jpg format. We recommend scanning your pictures at a minimum of 300 dpi using the least amount of jpeg compression possible. When using scanned pictures, some other things to be careful of are making sure that the scan includes just the picture area (and not the border or the area of the entire scanner bed); and we strongly advise using our free online cropping tool to make sure that the final print comes out as desired.

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Q: How can I improve my pictures/print quality?
A: Add the picture to your Shutterfly account directly from your camera or computer without changing it first. This way, Shutterfly can apply calibration fixes appropriate to your particular camera. Also, make sure you have your camera is set to take pictures using the "best" quality setting. This will result in larger image file sizes, but much better print quality. For general picture taking tips and advice, see our Tips & Techniques pages.

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Q: How do I get the highest-quality prints?
A: Shutterfly recommends that you set your camera to the highest picture quality setting ("best") and that you add your picture to your Shutterfly account without editing them. You should also check the resolution of your pictures against the following guidelines:

For large-format prints (11×14, 16×20, and 20×30), our recommendations are similar to those for an 8×10, although you may wish to help ensure the best possible print by using an image that is 3 megapixels or larger.

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Q: What type of paper does Shutterfly use?
A: Shutterfly uses Fujicolor Crystal Archive photographic paper from Fuji. Fuji Crystal Archive paper has long been considered the finest color photographic paper available and is the choice of professional photographers and commercial labs. Recent independent studies by Wilhelm Imaging Research show that Crystal Archive is the most fade-resistant photographic paper, outlasting other major brands by almost a three-to-one margin.

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Q: How long will my prints last, compared to inkjet prints and traditional 35mm prints?
A: Unlike prints from an inkjet printer, which are printed on the surface of a paper, Shutterfly prints are very fade-resistant. Shutterfly's chemical process — combined with the use of true Fuji Crystal Archive photo paper — means that your prints will have the same or greater durability as prints from traditional photofinishers.

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Q: What do I do if I'm unhappy with the quality of my order?
A: We at Shutterfly put our best into each order. In the event of quality issues, we do have a satisfaction guarantee. There is a link to it at the bottom of every page; please refer to it for further assistance on what to do if there is a problem with your order.

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Q: Where can I find my order number?
A: If you are contacting us with a concern about your order, it is VERY helpful if you include your order number (especially regarding quality concerns). Your order number is in the form xxxxxxxxxxxx-xxxxxxx (a 12-digit number, then a dash, then a 7-digit number). Here's where you can find your order number:

• On the back of the index print in your order (the first print, showing the thumbnails of your pictures)
• In your order confirmation email
• In your ship-confirmation email
• In your online order history. To view your order history, just sign in to your account, and click the Order history/status link.

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