Help Desk
Help Desk

Help Desk

 
💡
Welcome to The Ginger Lab Help Desk! 👋 We’re here to make your photo editing process smooth and hassle-free. If you have any questions or need assistance, explore our FAQs or reach out to us directly. Let’s create beautiful photos together!
 

✨ Getting Started

 
How does it work?
It's simple! Here's how it works:
  1. Send us your order here: thegingerlab.com/send-images
  1. Pay the invoice we send you via email
  1. Receive your edited photos back
  1. Let us know your feedback, if any
  1. Repeat 🙂
Personal editor: When you place your first order with us, you will be assigned a personal editor who will work on all of your orders moving forward. This ensures consistent results for every shoot you send us.
Custom color profile: During your first few orders, we will fine-tune your color profile to ensure it’s exactly what you want. It can be tweaked over time as your style evolves.
 
How do I get started?
There are two ways to get started:1. Dive right in! Send us your first order by following the detailed instructions here: www.thegingerlab.com/send-photos.
This option saves you a lot of time, and lets you get started quickly. It’s great for a photographer with a backlog of unedited photos or someone wanting to get started asap.
2. Do a free trial run. Send us up to 10 of your RAW images, along with your reference images, here: www.thegingerlab.com/free-trial  – we’ll take care of the rest.
This option is perfect for those who are still reluctant to outsource their photo editing. Once you see The Ginger Lab’s work, you’ll leave all your doubts behind.
 
Do you offer a free trial?
Of course! Send us up to 10 of your RAW images, along with your reference images, here: www.thegingerlab.com/free-trial – we’ll take care of the rest.
 
How many editors will I be working with?
You will be assigned your own personal editor who'll work on all of your orders. This ensures quality and consistency throughout your shoots without your being “passed around” among multiple editors.
 
What presets do you have available?
We have Mastin, Noble, Kindred, Refined, Goodlight (incl. Eric McVey), and Jose Villa's DVLOP presets as well as The Archetype Process profiles (formerly C1ick profiles) available. We can also use your custom presets; simply send them along with your order, and we’ll attach them to your color profile.
 
Can you use my presets?
Absolutely! Simply send your presets along with your order and we'll attach them to your color profile.
 
Will you match my style?
Yes! During your first few orders, we'll fine-tune your color profile.
Your feedback is vital to ensure the edited pictures are precisely as you want them. Whenever you see something that can be improved, let us know so we can add it to your color profile for future orders.
 
What exactly do you edit for each image?
We edit the following for every image:
  • Temperature and tint
  • Exposure
  • Colors
  • Contrast
  • Highlights and shadows
  • Noise and sharpness
  • Lens correction
We do not do any extensive HSL editing or retouching.
 
I don’t shoot film. Can I still work with you?
Of course! For digital-only photographers, we offer our digital editing option. Instead of film scans, we ask that you send us either a few reference images or a few pre-edited images for the first few jobs.
 
Can you edit my film scans?
We currently only edit digital photos – either by matching them to film scans or making them look like film.
If you’re not happy with the scans that you get back from your lab and you end up editing them yourself, then we suggest talking to your lab about your color preferences so that they can deliver the results you’d like.
 
Do you edit anything other than weddings?
Yes! We also edit engagements, family, maternity, and newborn sessions and portraits.
 
What software do you use?
We work exclusively with Lightroom. With its Smart Previews, it is the fastest, easiest, and most convenient way for you to send us your pictures and receive your edits back.
 
Do you offer culling?
Yes. We cull out double chins, closed eyes, out-of-focus shots, and anything else you’d like us to remove. Here’s what we consider when culling your photos:
  • How many final photos would you like to have?
  • How important is this photo within the full set?
  • Do people in the shot look nice?
  • Is the image of good quality?
  • Does the image add to the variety within the full set?
We work with Lightroom catalogs and flag culled images as rejected. You can always go back and review the images we've rejected to make sure we didn't cut anything you'd like to keep.
 
Do you work with clients outside the U.S.?
We work with photographers from all over the world, and we would be happy to have you as a part of our growing client community!
 
Do you work with high-volume studios?
Sure! If you run a big studio, we'll assign a few editors to you. You won't experience delayed turnaround times during the busy season, and you’ll still benefit from a small team of editors who know your work well.
 
What is the best way to give feedback?
The best way to submit your feedback is to send us side-by-side examples with your explanations about what needs to be done differently next time. We’ll immediately add the changes to your color profile. If it's something simple that needs to be fixed next time, there’s no need to submit side-by-sides; simply let us know what it is at hello@thegingerlab.com.
 

📦 Sending Files

 
How do I upload my images?
Simply go to www.thegingerlab.com/send-photos for detailed instructions on how to upload your images or watch this video to see how easy it is.
 
What’s the minimum number of images per order?
Our minimum is 50 images. You can send fewer images, but you will still be charged for 50.
 
How can I send my custom presets?
You may send your custom presets along with your order, here: www.thegingerlab.com/send-photos.
 
Can I send JPGs instead of RAW files in the catalog?
You can, but we prefer RAWs over JPGs for a reason. RAW files allow for more editing flexibility and deliver a higher-quality end product. Here’s an interesting article that explains it in more detail.
Next time you shoot, try using RAW mode instead – you will notice a large difference in the quality and colors of your final images.
 
Can I send RAW files instead of a Lightroom catalog?
Unfortunately – or better yet, fortunately – we don't work directly with RAW files. Imagine how long it'd take you to send us 50GB worth of photos. With a Lightroom catalog, 1,000 photos should only be about 1GB. It’s magic!
 
Can I send a catalog with pre-edited images?
Of course! Please flag the pre-edits and let us know you have done so in the comment section of your order form. Please also let us know whether we should use the pre-edits as references or disregard them.
 
How do I know you have received my images?
If you have received an invoice, we have received your images. If you have not received an invoice within 24 hours of submitting your order, we will definitely follow up, but regardless, please try re-uploading your images.
 

⏳ Turnaround Times

 
What is your turnaround time for culling-only orders?
The turnaround time for culling-only orders is 3 business days. The turnaround clock starts the next business day after your invoice has been paid.
 
What is your standard turnaround time?
Our normal turnaround time is 5-10 business days but we always have rush options available too if needed: www.thegingerlab.com/services-pricing. The turnaround clock starts the next business day after your invoice has been paid.
Orders with over 1,500 images may require an extended turnaround. If sending in multiple orders, the turnaround times may shift.
 
What's the ETA for my order?
Your approximate turnaround time is displayed at the bottom of your invoice. If you need a more precise date, send us an email at hello@thegingerlab.com.
 
Are smaller orders turned around faster?
For smaller shoots of up to 200 images, we're pretty flexible! Simply shoot us an email and we'll figure out the best turnaround time for you.
 
How long will you store my images?
We store your images for 30 days after the completion of the job. Please make sure you download your files within this timeframe.
 

💳 Pricing & Payments

 
How does pricing work?
Our pricing is $0.24 per edited photo. Culling is $0.05 and cropping is $0.09 per submitted photo. Here are three examples:
  • You need 1,000 photos to be edited. You'll be charged 1,000 x $0.24 = $240
  • You need 2,000 photos culled down to 1,000, and those 1,000 to be edited. The charge will be as follows: (2000 x $0.05) + (1000 x $0.24) = $340
  • You need 1,000 photos to be edited and cropped/straightened. The charge will be as follows: (1000 x $0.24) + (1000 x $0.09) = $330
 
How does pricing for culling work?
Culling is $0.05 per submitted image. Because we have to go through all the images to choose the best ones, we charge you for the total number of images submitted, regardless of how many we cull down to.
 
How do I pay?
As soon as we’ve received and checked your order, we will email you an invoice. You can pay the invoice online with every major credit/debit card or even directly from your bank account.
 
Can I rush my order?
Sure! If you're in a rush, we've got you covered with these options:
  • 2 business days: +100% surcharge
  • 3 business days: +70% surcharge
  • 4 business days: +50% surcharge
  • 5 business days: +40% surcharge
 
What is your refund policy?
We do not offer refunds. If something isn't right, we ask that you let us know right away at hello@thegingerlab.com instead of trying to fix it on your own. We'll do our best to make any corrections and adjustments to your order as soon as possible.
 

🧑🏼‍🔧 Troubleshooting

 
My upload keeps freezing…
We’re sorry you’re having troubles uploading your files. Please try our alternative file uploader here: https://jumpshare.com/i/jrvswhw/thegingerlab.
 
There's a mistake in my invoice…
We're sorry about that! Send us an email at hello@thegingerlab.com, and we'll fix it right away.
 
The photos in the catalog are grayed out…
This is an easy fix. Just follow these steps:
  1. Go to the Library module.
  1. Right-click the folder containing your images in the left tab.
  1. Choose "Find Missing Folder."
  1. Point it to the folder that has all of the originals.
That'll hook up our edits to your original files.
 
When I export my images, they’re low-resolution…
This is an easy fix. Just follow these steps:
  1. Go to the Library module.
  1. Right-click the folder containing your images in the left tab.
  1. Choose "Find Missing Folder."
  1. Point it to the folder that has all of the originals.
That'll hook up our edits to your original files, and you'll be able to export full-resolution photos.
 
I can't download my order…
First, try clearing the cache in your web browser. Then, try using a different web browser entirely.
If the problem persists, send us an email at hello@thegingerlab.com, and we'll re-upload the order for you.
 
I don’t like the results…
We’re committed to delivering you the best possible results. But in case you don’t like the images you received, here are a few diagnostic questions:
  • Is it a section of images? For example, the reception is too dark/bright, warm/cool? Then definitely send it back and let us know what's wrong – we'll fix it for you as soon as possible!
  • Is it just a few images here and there? It’ll probably take more time to send it back to us and wait for the new files. It might be faster if you just apply a quick fix.
  • Is it a random spattering of images that look completely wrong? It might have been a system glitch – definitely let us know and we’ll fix it as soon as possible.
If for any reason you are not satisfied with your order, please email us at hello@thegingerlab.com, and we’ll make it right.