HELP & FAQ

Why is my username or password for my account no longer working?

We recently relaunched our order management system and for security reasons, we did not bring over any account information from the previous system. An account is not needed to place an order, but it will be created once you do place an order. When you reach the payment section of placing your order, please fill in your first and last name, email, and phone number that you would like to use for your account.

A password will be send to you to log into your account once your order has been processed by the system. The passwords generated are very secure, but if you wish to change it, you may do so but will have to conform to our password security standards. We do not recommend changing your password from the secure we sent you.

I am not seeing my order confirmation emails or receipts, how do I fix this?

When ordering from ProLab for the very first time, you will receive 2 emails: one immediately for the order confirmation from customer.service@prolabexpress.com and another email that can take up to 15 minutes later from website@prolabexpress.com that will include your username and auto-generated password. To help ensure all emails are received from us, please create a new contact for us in your email client with those two emails so that our emails do not end up in your junk/spam/promotions folders. Please keep an eye out for emails from these addresses to know whether your order has been shipped or is ready to be picked up.

As another note, you may also see emails from Stripe from us to confirm your payment charge and ShipStation for your tracking information. If you need a copy of your invoice, please log in to your account to view or print them as we do not send complete invoices in any of our automated emails.

The color of my prints look off from what I saw on my monitor, what do I do to fix this?

We highly recommend using a monitor calibration kit to get the best output for your prints. We recommend devices from Calibrite or Datacolor. You can find these in most computer stores or online at Amazon or B&H Photo by searching "monitor calibration devices."

If you do not have access to a kit, Windows and macOS has built-in calibration software to help. The manual adjustments do not guarantee  that the display is color accurate, but it can be used as a good starting point.

  • Go to Start -> PC Settings -> System -> Display.
  • Scroll down to "Advance Display Settings" and click on it.
  • Click on "Display Adapter Properties"
  • Select the "Color Management" tab and click on the "Color Management..." button.
  • Go to the "Advance" tab and click on the "Calibrate Display" button near the bottom.
  • Follow the step-by-step instructions to calibrate your display properly.

If you're using a MacBook or iMac, use the best profile for the factory display. Those using a Mac Mini, Mac Pro, or Mac Studio, make sure to calibrate your external display.

  • Go to System Preferences -> Display -> Color
  • Make sure "Color LCD" or "Display P3" is selected.
  • "Display P3" will only be available to newer Mac systems available after 2016.
  • Make sure "Night Shift" is shut off, otherwise it could cause a warmer or cooler cast to appear on your display during the day/evenings.
  • External monitors will need to be calibrated to match using either the built-in software under the "Color" tab or by a calibration kit.

How do I order on the ProLab website?

When you click the "Order Now" button on the product pages, it will take you to our ROES Web ordering catalog for that product. The ROES Web catalog may also be accessed via the cart button in the top right of the web page. To pick your images, you may drag them onto the bar at the bottom of the page that says "Click or Drop Images Here" then once they are uploaded, click and drag the image you want onto the blank product window, crop and rotate your image as needed, select your options, then add it to your cart. You may add as many products as you want to your cart.

ROES Web (ProlabExpress website ordering):

  • Runs within your browser. We recommend using Google Chrome, Microsoft Edge or Safari.
  • Mobile devices such as iPads and iPhones are compatible with ROES Web so you may order on those devices as well. 
  • Files are limited to 100 per load, can load multiple sets of 100.
  • Can use JPEG through the window uploader or drag and drop TIFF files into the window.
  • A single folder of images can be loaded.
  • The software remembers folder of images (As long as browser remains open).
  • Products from multiple catalogs can be ordered together.
  • Credit card ordering only.

Is an order minimum required?

No order minimum is required. Shipping charges have been modified to better reflect shipping costs, thus making the order minimum no longer necessary.

What happened to the tax exempt version of ROES Web?

To help streamline our catalogs, we have moved the tax exempt options to the main catalog and you now pick your tax exempt option for shipping. You must have your tax exempt paperwork on file in order to use those options in Michigan. If you do not, your order will be cancelled.

Does ProLab Express provide a drop ship option?

Yes, you can find the drop ship option in the shopping cart.

Can I upgrade my shipping?

Yes, when you check out, you can now select 2-day shipping. If you need it expedited faster for overnight delivery, please contact customer service.

Why is Standard Shipping more expensive than Expedited Shipping for some products?

Due to shipping rates from various carriers, larger products cost more to ship via slower carriers than it is to ship using carriers with faster shipping time. We have priced our shipping methods to reflect this.

CUSTOMER SERVICE HOURS

Monday – Friday
8:30am to 5:00pm