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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: I ordered a film-mailer bundle but didn't get prints. Where are they?
A: We have recently introduced film mailer/print bundles - whereby you receive one prepaid film mailer (with all the services mentioned above), plus print credits. Please note that this only credits your account with prints, and that prints are not sent to you automatically - you must still order them and pay any associated shipping charges. The upside of this is that you do not have to order any prints from that film roll you don't want; and you can use the mailer/print bundle print credits with any pictures in your account, whether or not they were from that film roll.

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Q: My film/negatives were damaged in the mail. What should I do?
A: Simply contact our customer service department and alert them to the problem.

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Q: My film was returned to me unprocessed. Why?
A: If your film was returned to you unprocessed, it most likely means that there was a problem with your order. Your film should have been accompanied by a letter specifying the exact nature of that problem.

The most common reason for return is incorrect film type. We currently only accept undeveloped 35mm film, APS film, and single-use cameras (process C-41 film only). We cannot accept black and white film or Seattle Film Works film (unless they say C-41 process), slide film, Ilford XP2, or cartridges (110, 120, or 126). We also cannot accept cut negatives or film that has already been processed.

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Q: I sent in film and received an email but the images are not on my account. Why?
A: Scanned images will be posted to the account from which the film mailer was requested. If you have more than one Shutterfly account (i.e., you use multiple email addresses), please check the account from which the film mailer was originally requested and the scanned images should appear. If you still cannot locate your images please contact our customer service department and alert them to the problem. (Please be sure to include the mailer number from your confirmation email when you contact us.)

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