Frequently Asked Questions

Here we answer the most frequently asked questions about LustreColor's policies, products, and services. If you can't find the information you need, or if you have additional questions, just give us a call at 1-800-827-7101

  • Getting Started

  • What do I need to do to become a customer?

  • Just fill out this simple form. You'll recieve an email in just a few minutes giving you an account number which will let you access our free ordering software and our online galleries for selling your photos online. You'll also recieve a welcome kit in the mail containing print samples as well as information on our products and services.
  • LustreColor services professional wedding and portrait photographers only, although new or entry level photographers are certainly welcome.

  • What forms of payment do you accept?

  • LustreColor does not offer open or "house" accounts. All payments must be made by credit or debit cards. Your order total is charged to your credit card at the time of completion. Your order invoice is your credit card receipt and should be retained for reference purposes. All orders that are declined credit will be held until credit is cleared or a new credit or debit card number is provided.

  • How can I redeem a coupon or special offer?

  • You can use this handy form

  • How do I start placing orders?

  • We accept orders either by mail or ftp, or by using one of our ordering programs, or you can upload images toWeddingPrints.com where you can order proofs, design and order albums, and let your customers place print orders online

  • What are LustreColor's shipping policies?

  • All orders are subject to a $2.00 packaging charge. Orders totalling more than $50.00 receive free shipping. We charge $4.00 for shipping orders totalling less than $50.00. The only exception to this are Direct Print and Budget Print orders. All Direct Print and Budget Print orders are subject to a $4.00 shipping charge regardless of the order total. Orders weighing 2 pounds or less will be shipped via Priority Mail. All orders that weigh more than 2 pounds are shipped UPS unless your address is a Postal Box or if your order contains film.
  • If you want to place orders by mail we have free prepaid mailers and CD/DVD boxes on the supplies page under the My Account category on this site.

  • Is there a minimum order charge?

  • All orders are subject to a minimum order charge of $5.00. Our DirectPrint and Budget Print services are subject to a $12.00 minimum. Sorry, orders already in production can not be combined to avoid our minimum order charge.

  • Can I track orders once they've been submitted to LustreColor?

  • You sure can. If you've placed an order using one of our ordering systems, like Lab Link or WeddingPrints.com, you'll recieve an automatic e-mail notification with an assigned order number (note: there may be a slight delay between when the order is sent and when you get your email, depending on the volume of orders being processed at that time).
  • You can track your orders with the Order Status tool under the My Account category on this site.

  • What if I need to cancel or change an order after it's been placed?

  • Changing or cancelling an order already submitted for printing is not always possible, especially FTP transmitted orders. Please double check your orders for accuracy before submission. Orders that can be changed or cancelled are subject to a $10.00 charge.

  • How long will it take before I get my prints?

  • Most orders are shipped within 2-4 working days. however due to the seasonal volume changes of our industry and/or complex, unusual or time consuming order requests, some orders can take additional time.

  • Do you offer any kind of priority or rush service?

  • We offer a standard 72-hour rush service as a catalog option in Lab Link Plus. All orders requiring less than 72-hour service are subject to a minimum charge of $25.00. We also offer upgraded shipping. Look for the shipping options at the checkout screen of LabLink Plus and Direct Print.

  • Can LustreColor ship my orders directly to my customers?

  • Yes, many customers take advantage of the convenience that our drop-ship service provides by having us package and ship your orders directly to your customer. Your invoice will not be included in the shipment. There is an $8.50 charge for drop-shipments.

  • What if I get my prints back and there's something wrong with them?

  • LustreColor takes the utmost care in producing every order. However, the need for remakes is occasionally unavoidable. We understand that remaking a print or order is time sensitive and a less than welcomed task for you. As a result we make submitting remakes as easy as possible. To request that we reprint items from a recent order (within the past 30 days), use the "Request a MakeOver link from your Order Status page. Click here for detailed instructions. In some cases we will request the return of the prints that need to be reprinted in order to determine the cause of a remake or to consider if the prints should be reprinted at no charge. Remakes will only be done from the same original files submitted and services/options requested. If you wish to make changes to the files or services, you will need to place a new order at your cost. Remake orders will be shipped the same method as the original order. Credits are not available for returned prints.

  • What should I do if my prints are damaged in shipping?

  • If you receive a shipment that appears damaged, do not refuse the shipment, but immediately inspect the contents and contact us to get a remake order started. We will file the necessary claim with the shipping carrier. Shipping damage is outside our control, and we are only responsible for replacing the product on our normal production timeline with our standard shipping methods. You are responsible for any rush charges or expedited freight expense on shipping damage remakes.
  • Ordering Systems

  • What type of prints or products can I order with your programs?

  • We offer a full range of photographic products - everything from proofs, prints and albums. We also offer an extensive line of greeting cards, press-products, sports and dance packages, canvas prints, and more.

  • Does LustreColor offer any discount or economy printing services?

  • Yes, our economy printing service, called DirectPrint offers substantial savings over our standard print service. With DirectPrint you control the color and density of your images - orders are printed as-is once we recieve them. We also offer low-priced package printing for sports, dance, or undergrad work, volume discounts on large orders, and discounts on studio samples.

  • How can I find training or technical support?

  • Our support page has lots of tutorials in both printable and video format, and trouble-shooting guides. And you can always call our tech support team during regular business hours at 800-827-7101. Press option "3" for technical support.
  • Web Services, E-Commerce, and Marketing

  • Can I sell my photos online with LustreColor?

  • Yes, we have a group of sites - the LustreColor Web Galleries - which let you upload and sort your images for sale online. You have total control of the prices and packages that you offer. For more details see Online Services.

  • Do you charge a commission when I sell prints online?

  • No, online ordering is completely commission free, and there are no monthly maintanance fees, or hidden costs, either. Your only cost is a small one time upload charge for hosting the event and the price of the prints.

  • Can I design albums online? Can I let my customer design albums?

  • Yes, using our unique album builder interface built into our Web Galleries sites you or your client can design albums online, in a variety of styles and sizes. The album builder has too many great features to mention here but you can learn all about them on our Online Album Design page.