Shutterfly Pro Gallery - Frequently asked questions



The information below should answer most of the questions you may have about the Shutterfly Pro Gallery service. We urge you to read it immediately, or check this list before contacting Pro Gallery Customer Service by email at progalleryhelp@cs.shutterfly.com or by phone at 800.416.1465.


Getting started


Can I password protect my Galleries?

How do I set my back-print message for all my prints?

How many Galleries can I have in my account?

How do I setup Gallery links on my website?

How do I know when an order has been placed or how much I have sold?

How do I maintain my copyright to my images?

What print sizes are available for me to sell?

Can I sell print packages?

Can I sell photo gifts such as Calendars, Greeting Cards, Snapbooks™, or Notecards?

Does Shutterfly ship outside the USA?

Your money

How are taxes managed?

Am I required to report my transactions to the Internal Revenue Service?

What are the credit card fees charged to me?

What information is provided in the monthly reports? Is this available online?

When do I receive my monthly payments?

How do I change or set up the Bank Account my profits are being deposited to?

Why does Shutterfly take a 15% commission?

When I order prints using my personal Shutterfly account, do I pay retail or wholesale prices?

How do I upgrade my account plan and can I upgrade before my yearly subscription expires?

How safe is it for my customers to use their credit card online?

How do I terminate my account?

Customer service

What kind of support can I expect from Shutterfly?

What is the return policy for poor quality images out of Shutterfly’s control?

Do my customers need to become members of Shutterfly to purchase my prints?

If I have any questions regarding my Pro Gallery, whom do I contact?

Promoting your galleries

Can I put my logo on my Pro pages so that my customers see it when they order?

How do I get the email addresses of my clients so I can do follow up marketing?

Will Shutterfly advertise my Gallery for me? Will there be a link of my Pro Gallery displayed on Shutterfly.com?

How can I market my Pro Gallery?

Can I use the Shutterfly Sharing functionality to market to my audience?

Your images

What image format should I upload?

How can I manage color accuracy?

What is Shutterfly’s ICC color profile so I can calibrate my monitor?

What resolution should I upload my images?

How am I protected from people stealing my images?

What is the Shutterfly policy on nudity and/or adult content?

What is the best way for me to handle the automatic cropping so that my customers do not receive any badly cropped images?

Getting started

Q: Can I password protect my Galleries?
A: Yes, you can set up a password for as many galleries in your account as you like. If you forget your password just click on ‘Manage My Galleries,’ find the gallery and click ‘Edit Gallery Info.’ Keep in mind that password protecting is a barrier to ordering your photos. Feel free to use this feature when specifically requested by your clients or for galleries containing images of children that you are marketing to parents, teachers, etc. If you use password protection on your galleries this shows that you are doing your part to protect these images from unauthorized viewing.

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Q: How do I set my back-print message for all my prints?
A: You can create back-print messages for all of you prints individually or all at once. Prior to posting your images to a gallery, go to the album in your Shutterfly account containing the images, open the album and:

  1. Click the ‘Select all’ button at the top of the page.
  2. Then click ‘Edit titles & desc.’
  3. Click on ‘Create Descriptions for All’ to set your back-print message globally for that album.
  4. Please note that back-print messages will not show up on the back of Wallets, 11x14, 16x20 and 20x30 prints.

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Q: How many Galleries can I have in my account?
A: You can have as many galleries as you want and as many album collections as you want posted in your Pro Gallery account as long as it does not exceed the stated image storage amount as determined by what Pro Account level you paid for. If you would like to upgrade your account to a larger storage please go to the My Shutterfly page and click on ‘Set up Account’ and then ‘Upgrade.’

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Q: How do I setup Gallery links on my website?
A: When you create a new gallery, a URL is automatically created and this can be placed on your website or given to your clients before you take the pictures. For example lets say you shoot a wedding and create a fresh Gallery; i.e. www.shutterfly.com/pro/JoesPhotos/Weddings You can take this URL and place it on your website (you can even display a different title to the URL so that the Shutterfly link itself is invisible). When your clients click this ‘hotlink’ they will land on your Pro Gallery view page and see your list of Wedding Albums and your description of the Album. Your client then scrolls down (chronologically) to their Wedding ie ‘Smith Wedding,’ click its, enters their password if you have set one, and then the customer view pages will be displayed.

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Q: How do I know when an order has been placed or how much I have sold?
A: When a customer places an order you receive a blind copy of your customers shipping confirmation email when the order has been shipped. The shipping confirmation email includes your customer’s email address, the order number (useful if you need to contact our customer service about an order), name, ship to address, products and quantities of each print size ordered.

You can also go back to the My Shutterfly page and click on the ‘View Reports’ link which gives you sales reporting data in real time or for the last 12 months. You can see which images have been ordered and from which Galleries and Albums for the time period that you select. An order only shows up in your Order report once it has been shipped, you do not get notified of the order at the time it is placed, only when it has been shipped.

Please remember, a shipping confirmation email is only sent once the order has been printed and shipped, an email is not sent at any other time.

Sample Order Report

Sample Performance Report

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Q: How do I maintain my copyright to my images?
A: Viewers of your Pro Galleries will not be able to copy or save the high resolution images to their Shutterfly Account, nor right click and save them to their hard drive or print the low resolution display image on their home computer. Try it yourself and you will see what happens! To further protect your images we have added optional Watermarks that you can select when you create a gallery that will protect anyone from trying to do a ‘PRINT Screen’ capture and then pasting this into an image manager for modification. Also, we suggest putting “Images Copyright Protected by Bob’s photography’ as the back print message of your photos.

Sample Watermark Options

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Q: What print sizes are available for me to sell?
A: Pro Gallery owners can offer both standard size and large format prints through their Pro Gallery. For standard size prints (wallet size to 8x10), you can choose to offer either glossy finish, matte finish or both. If both are offered, then your customers will have the ability to choose which finish they would like. Large format prints (11x14 and above) are currently printed only on matte finish paper. Please note, when you set your prices you have the ability to suppress a particular print size if you do not want to offer it for a particular audience by un-checking the box next to where you input your pricing. Remember, you cannot set a price lower than Shutterfly's retail pricing. If you do you will get a pop up reminding you to enter a higher price.

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Q: Can I sell print packages?
A: The Shutterfly Pro Gallery service is currently designed to sell individual prints only. While you can set your own prices for each print size you cannot group print sizes together to sell them as a package, you can only set the price per individual print.

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Q: Can I sell photo gifts such as Calendars, Greeting Cards, Snapbooks, or Notecards?
A: The Shutterfly Pro Gallery service only offers photographic prints at this time. You may offer any of our other products to your customers; however, your Pro Gallery discounts would not apply. Bulk wholesale discounts are available via pre-paid PRINTS, CALENDARS, GREETING CARDS, PHOTO CARDS, NOTE CARDS, MOUSE PADS and MUGS for when you want to fulfill orders from your personal Shutterfly side and have them shipped back to you or sent to your customer on their behalf. For more information please visit www.shutterfly.com/business and look under ‘Volume Pricing on Shutterfly products’.

To purchase our other items with prepaid bulk wholesale discounts, please contact the Business Solutions department on 650-610-5220.

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Q: Does Shutterfly ship outside the USA?
A: Yes, Shutterfly ships anywhere in the world (except Nigeria and Indonesia). Shipping costs are passed on to your customer 100%.

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Your money

Q: How are taxes managed?
A: No matter where YOUR business is located, only California residents who order online pay taxes because Shutterfly’s print lab is located in California. Remember, taxes are not included in the 15% Shutterfly commission calculation.

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Q: Am I required to report my transactions to the Internal Revenue Service?
A: If you earn more than $600 in a year Shutterfly will be sending you a 1099 statement in January of the following tax year that discloses all your earnings for the previous tax year. Therefore, in order to get this 1099 you will need to file with us a w-9 form so that we have your Taxpayer ID information number. You can get a w-9 from http://www.irs.gov/pub/irs-pdf/fw9.pdf. Or you can send a note to progalleryhelp@cs.shutterfly.com and we can fax you a copy. If we do not have your w-9 on file here at Shutterfly and your earnings exceed $600 in a given year, we will hold your payments until you get this form into us — its that important! Please fax the w-9 form to 650.362.9308 and put to the attention of Shutterfly Pro Gallery Accounting. This form also serves the purpose of enrolling in Direct Deposit so we can send you your payments efficiently each month by directly depositing your revenue share into your bank account.

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Q: What are the credit card fees charged to me?
A: All credit card transaction fees are included in the 15% Shutterfly sales commission. In other words, you are not charged these fees out of your profits.

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Q: What information is provided in the monthly reports? Is this available online?
A: You can view your reports online by going to your My Shutterfly page and clicking on ‘View Reports.’ Select a date range for the report you want to generate and you can see in real time the orders you sold for the time period you selected.

In the Customer Order report, you are able to see which images your customers ordered and from which Gallery and Album they came from. The Gallery Performance report is a summary of the images and print sizes you sold. You can use this report to analyze the specific images and print sizes you are selling. The Gallery Performance report also shows how many visitors you had to each album where an image was sold. If there were no images sold from an album then the number of visitors is not displayed in this report. To see the total number of unique visitors you had to a Gallery or Album regardless of images sold, check the visitor counter under each gallery in the ‘Manage my galleries’ section of your account (On your ‘My Shutterfly homepage click on ‘Manage my galleries’).

Sample Order Report

Sample Performance Report

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Q: When do I receive my monthly payments?
A: We directly deposit your profits, earned from the previous month, around the 15th-18th of the month. We notify you by email on the day the transaction occurs so you are aware of the transaction. So for example, for the sales you make in May, we deposit your profits around the middle of June. If you need to change the bank account we deposit your profits in, please fill out the top section of the following form and fax back to us at 650.362.9308 to the attention of ‘Shutterfly Pro Gallery Accounting’: http://web1.shutterfly.com/downloads/DirectDepositv3_ORIG.pdf

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Q: How do I change or set up the Bank Account my profits are being deposited to?
A: We can deposit your monthly payment into any bank located in the US. To either setup direct deposit or to change your bank account or W-9 Tax information, please fill out the following form and fax back to us at 650.362.9308 to the attention of ‘Shutterfly Pro Gallery Accounting’: http://web1.shutterfly.com/downloads/DirectDepositv3_ORIG.pdf

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Q: Why does Shutterfly take a 15% commission?
A: The 15% commission covers the backend order processing and accounting as well as your credit card transaction fees which are typically 3-4%. We also use this ‘commission’ to invest further in improvements for the Shutterfly Pro Gallery service itself so that we can continue to provide a very competitive and useful tool to help you sell more pictures.

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Q: When I order prints using my personal Shutterfly account, do I pay retail or wholesale prices?
A: The wholesale prices associated with your Pro Gallery plan apply only to prints sold through one of your photo galleries. Prints ordered using your personal Shutterfly account are subject to Shutterfly's retail pricing and any discounts or sales in effect when you make your purchase.

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Q: How do I upgrade my account plan and can I upgrade before my yearly subscription expires?
A: If you would like to start with using a lower account plan, such as the PRO 20, you can upgrade at any time to a higher account plan during the life of your subscription. You do not have to pay the whole annual fee of the upgraded account, you only have to pay the difference between what you paid for your plan and the plan you are upgrading to. You can upgrade by clicking on ‘Set up account’ under the ‘Shutterfly Pro Gallery’ section of your account, and then click on ‘Upgrade’ under the ‘Current Plan’ section. If you have the highest Pro Account and would like more storage please contact Business Solutions on 650-610-5220.

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Q: How safe is it for my customers to use their credit card online?
A: As your customers place their order, industry-standard SSL software is used to encrypt their credit card information so that it cannot be read as it travels over the Internet. Shutterfly does not keep their credit card number after the order has been completed. Also, just for your edification Shutterfly does not store their contact information and their privacy is protected securely as well. Once the order is processed, a ‘shipping confirmation’ email goes to the customer and you are sent a blind copy of this email for your records. The shopping cart functionality will hold all your customers’ print selections and charge shipping & handling fees only one time upon the completion of the full order.

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Q: How do I terminate my account?
A: The yearly fee is non-refundable. If you want to terminate allow your account to expire by not renewing on your sign up anniversary date. If Shutterfly owes you sales profits send an email to progalleryhelp@cs.shutterfly.com requesting an account termination and your final payment and Shutterfly will send that to you by the end of the month and close out your account.

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Customer service

Q: What kind of support can I expect from Shutterfly?
A: Shutterfly is responsible for Customer Service to you, the Gallery Owner, directly as well as to your customer. If you or your customer contacts us regarding an order be sure that you have the Order Number with you. You can get this from your Customer Transaction Report under View Reports or the Order Confirmation email. If your customers are dissatisfied with the quality, they may contact Shutterfly directly within 30 days for one free set of re-prints or their money back in accordance with Shutterfly’s standard quality guarantee as posted on www.Shutterfly.com. If you need to contact Pro Gallery customer service please send an email to progalleryhelp@cs.shutterfly.com or call Pro Gallery Customer Service at 800.416.1465.

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Q: What is the return policy for poor quality images out of Shutterfly’s control?
A: Shutterfly is not liable for returns due to poor image quality, undesirable cropping, enhancements gallery owners did or did not apply, or other factors out of Shutterfly’s control. Shutterfly offers an unconditional money back guarantee, and this guarantee will apply to Pro Gallery orders. However, any reprints or refunds issued due to factors out of Shutterfly’s control will be charged back to the gallery owner as a ‘return’. Shutterfly shall only bear responsibility for costs associated with returns due to manufacturer defects, or printing or shipping errors. In such cases, Shutterfly shall, in its discretion, either replace the order in question at no cost to the end-user or gallery owner, or issue a refund to the end-user. If a refund is issued, the gallery owner’s margin on the order will be charged back to the gallery owner. Please consult the guidelines established for gallery owners for information on minimizing customer dissatisfaction.

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Q: Do my customers need to become members of Shutterfly to purchase my prints?
A: No, they do not. We do ask them for an email address, but that is only for order and shipping confirmations.

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Q: If I have any questions regarding my Pro Gallery, whom do I contact?
A: You may send an email to progalleryhelp@cs.shutterfly.com or call Pro Gallery Customer Service at 800.416.1465

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Promoting your galleries

Q: Can I put my logo on my Pro Gallery web pages so that my customers see it when they order?
A: Not yet. Perhaps the next version of the service we will allow you to have your website navigation frame and/or your logo on top of the page. In the meantime if you have a website you can integrate your Gallery vanity URLS’ into your website through ‘hotlinks’ and direct people directly to your homepage where they will see something like ‘Purchase Photos’ or ‘Order Photos’ etc. We can put your logo in place of the Shutterfly logo on the back of any of our Calendars, Greeting Cards, Note Cards or Photo Book products. For details on how to submit your logo please visit: http://www.shutterfly.com/business/cust_logo.jsp

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Q: How do I get the email addresses of my clients so I can do follow up marketing?
A: When your client places an order you will receive a copy of that persons shipping confirmation email. This will have their email address and even their shipping address. Also, if you go to ‘View Reports’ on My Shutterfly and select the Customer Order Report you can see a list of your orders and their emails. You can cut and paste or download this order page into your Microsoft Excel spreadsheet and then you will have a comprehensive list of all your customers’ emails.

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Q: Will Shutterfly advertise my Gallery for me? Will there be a link of my Pro Gallery displayed on Shutterfly.com for people to find my Gallery or browse my Galleries?
A: Shutterfly will not be advertising your Galleries for you by placing your Gallery links on a Shutterfly.com public page. Although there have been a number of requests for this ‘Public Gallery,’ we do not have this as a part of the Shutterfly Pro Gallery experience in this initial version. We may add this in the future if there is a lot of demand for it. We do see that this would be a good way for your customers to find you if they lose your URL or your contact info.

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Q: How can I market my Pro Gallery?
A:

  1. Make a business card, brochure or flyer with your Shutterfly Pro Gallery URL (and password) on it and pass it out in person before and after the event. Remember you can set up the Gallery URL before you have any images in the album and also set the password.
  2. Collect the emails of your event attendees and send them the link or send them to your website where they can click on the Pro Gallery embedded link that says ‘click here for Fleetwood Flyers Hockey Photos’
  3. I know one clever photographer who takes pictures of yachts on San Francisco Bay. Cris throws one of those squeezable stress management balls to the skipper with his URL and business name written on it.
  4. Display your URL on a banner and hang it at the event, also have a display table of sample images that you have taken.
  5. Shutterfly has Notecards that you can use to design with your company logo and URL. The inside is blank if you want to write a personal message.
  6. Design a cool t-shirt or photo vest that you wear while you are shooting an event that has your website url on it.
  7. Place digital cameras at each table at a Wedding for candid shots along with a note with your URL for viewing and purchasing these images. You can Photoshop these or use Shutterfly tools to fix redeye, crop, or adjust brightness before publishing to your Pro Gallery.
  8. Message on your Pro Gallery web site that you can make Calendars, Greeting Cards, and Notecards with these images. They would need to contact you at your email and tell you which ones they wanted to use for now. You could also do the same thing with the Shutterfly Archive DVD. Just tell them for a price they could get all the images of the event on a DVD. You just use Shutterfly to download to the DVD and send to them directly. They could then have the raw images to make their own products.
  9. Tell them you will give them all the images from your Gallery by selling them a ‘Share’ of the gallery for $XX.XX cash or paypal. They can then save the images to their own Shutterfly account and use the images as they please.
  10. Have a PA announcement made on your behalf, or have a message printed in an organizations newsletter or event show guide, telling people where they can buy photos from.

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Q: Can I use the Shutterfly Sharing functionality to market to my audience?
A: Sure, however it is not connected to the Pro Galleries at this time so your customized pricing would not transfer to the Share that your customers would receive. If they ordered from that Share they would be paying normal Shutterfly list pricing. HOWEVER! You can use this tool to tease the customers you have loaded into your address book with a couple of photos from the event and then embed the URL of the full Pro Gallery in the description or welcome message of the Share. They view your teaser images and then click or cut and paste your link into a browser to order the other images. Now, you don’t have to copy all your customer email addresses into Outlook or your email client, just use the Shutterfly Sharing tool!

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Your images

Q: What image format should I upload?
A: Shutterfly currently accepts only .JPG images. Our service uses the industry standard sRGB color profile system. If your images are saved with a non-standard color profile, your images may not print exactly as you saw them on your monitor.

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Q: How can I manage color accuracy?
A: Shutterfly automatically analyzes your images and applies adjustments to improve the exposure and colors in order to produce the finest-quality prints BY DEFAULT. We call this proprietary image processing technology VividPics®. VividPics® is applied by default to all Shutterfly prints. However, if you have already edited your pictures for color, brightness, and/or contrast (with Photoshop for example), we recommend turning off the VividPics® setting before you add them to your Pro Gallery. As with cropping, borders, or other enhancements, you must turn off VividPics® prior to publishing your images to a gallery. To turn off VividPics®:

  1. Click the green ‘View & enhance’ tab at the top of your screen.
  2. Click on an album to select it and view the images inside that album.
  3. Select your images (you can click on ‘select all’ if you wish).
  4. Click ‘Enhance/fix pictures’ on the right. The system displays a toolbox to the right of your image.
  5. Click the green ‘Effects’ tab. On the bottom left side of the image, click the checkbox next to “Don’t apply automatic corrections to picture”.
  6. Just above the checkbox, click on the link ‘Apply this effect to other pictures’ to turn Vivid Pics off for other images.

Pictures printed with VividPics® turned off will be printed exactly as they were uploaded, without Shutterfly’s automatic image adjustments or corrections.

Please note that although our VividPics® technology does work to improve exposure; it will not fix images that are poorly exposed to begin with.

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Q: What is Shutterfly’s ICC color profile so I can calibrate my monitor?
A: If you are an imaging professional that works in a color-managed environment, we recommend that you turn off the VividPics® setting as detailed above. If your digital images are in an sRGB color space and you have previewed the image on a calibrated monitor, your Shutterfly prints should be very consistent with your monitor when printed with VividPics® turned off. You can then create your own ‘Shutterfly Color Profile’ based on this benchmark after you have gotten some prints back for comparison.

If you would like the sRGB ICC color profiles to calibrate your monitor go here and click on the link for either PC or MAC: http://www.srgb.com/usingsrgb.html.

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Q: What resolution should I upload my images?
A: Images must be high quality, with low compression and high resolution. Because resolution is a key component of print quality, we STRONGLY recommend using the highest resolution possible and at least 1600x1200 (or a minimum of 300 dpi to a maximum of 400 dpi). Images with a resolution below what is recommended will display a warning message when ordered. You may wish to visit our recommended resolution/print size section in our help section. Suggestion: in order to make a clear crisp 20x30 image you want your file size to be in the 1.5~2 megabyte range.

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Q: How am I protected from people stealing my images?
A: According to Shutterfly Terms and Conditions: Each image submitter is required by US law to own the right to or obtain permission to use any image before the image is uploaded or printed at Shutterfly. Shutterfly may request confirmation of copyright ownership from the submitter. Shutterfly reserves the right to remove images or suspend viewing or printing of images until such confirmation is received. Shutterfly is committed to protecting photographers’ copyrights. Customers viewing images through the Pro Gallery service will not have access to copy the full resolution versions of the images, nor will they be able to print them to their home printer with a control p command. In order to safeguard further your images Shutterfly Pro Galleries offers 4 different Watermark options that vary from light to heavy or just a simple � copyright. Watermarking is available on the same page where you ‘Add a New Gallery’ underneath where you input the prices for that Gallery.

Watermark Samples

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Q: What is Shutterfly’s policy on nudity and/or adult content?
A: According to Shutterfly Terms and Conditions: “you may NOT place any of the following material or obtain any such material using the Service:
Any threatening, obscene, pornographic or profane material or any other material that could give rise to any civil or criminal liability under applicable law. Shutterfly recommends you use an “adult-content” warning label when pictures are being shared or sold that include legal adult content.”

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Q: What is the best way for me to handle (automatic) cropping so that my customers do not receive any badly cropped images?
A: Customers visiting your gallery will be able to order print sizes ranging from 8x10 to wallet-size. The aspect ratio (the ratio of width to height) of these print sizes varies from 1.25:1 (for an 8x10) to 1.5:1 (for a 4x6). As a result, our system will automatically crop your images to fit the print size ordered. To minimize undesirable cropping, Shutterfly recommends using the standard camera aspect ratio of 1.33:1. Non-standard images (especially square or panoramic images) will be subject to excessive cropping, or will be printed whole with white borders added, depending upon the shape of the image. If non-standard size images are used, you will need to inform your customers that the pictures they receive may be cropped or contain a white border. As cropping will vary by print size, we strongly recommend previewing the cropping for each print size. You will be able to use Shutterfly’s online cropping tool to make any necessary changes before you add it to your Pro Galleries. (Please note that each picture can only have one custom crop setting, so you will need to pick the cropping that works best for all print sizes.) All changes made to your images must be made prior to adding them to your gallery. There is no image editing option in the Pro Gallery ordering path, so customers who order prints from your galleries will have no control over the cropping or borders.

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Again, we thank you for choosing Shutterfly Pro Galleries and we look forward to working with you!

~The Shutterfly Pro Gallery Team


Did you find this FAQ helpful? What additional information can we provide in future emails to make the introduction to the Pro Galleries a more informative and pleasant experience? Please submit any feedback or suggestions to progallery@shutterfly.com.