FAQ Page

This page contains answers and explanations regarding our most frequently asked questions.  Please click on the question to display or hide the answer:

• What is the process you use to get the image onto the tile?
  • Instead of printing our photos on traditional paper, we have chosen a more versatile medium using a unique print process.  We scan the photo and print it on special paper.  We then use a heat press to bond the image into the tiles that are pre-coated for this medium.  The pressing process actually turns the ink (dye) from the printout into a gas.  Like pores in your skin, the tiles open up when heated to allow the gas to penetrate.  During the cooling down phase, the pores on the tiles close, locking the image inside the tile.
     
• How long has this process been around?
  • The process itself has been around several years but the quality (as far as we're concerned) for photographs is relatively new.
     
• How long will the image last on the tile?
  • Since the dye is actually trapped inside the tile coating, you can expect the image to last indefinitely under normal circumstances.  The standard coating contains UV protection which will protect the image under normal lighting.  However, just like standard photographs, if the image is placed in direct sunlight it can be susceptible to fading after an extended period of time.
     
  • To protect our clients' investment, we apply an additional coating which adds extra UV protection for those items that will be placed outside or in direct sunlight and will protect your investment for a very long time.
     
• How do I clean the tiles?
  • We recommend that you use non abrasive cleaners only, such as soft-scrub, tilex, glass cleaner or denatured alcohol.  Do not use strong chemical cleaners which may destroy the polymer glaze covering the tile.
     
• If I break a tile, can you replace just that one?
  • Yes, we keep a copy of your mural on file just in case something like that occurs.  We charge only for the price of the replacement tile plus shipping.
     
• If I want to grout between the tiles, can I?
  • Yes, but we recommend you use a sand-less grout with the glossy ceramic tiles to prevent any scratching (not to the picture but to the tile itself).
     
• Can I use one of my own photos?
  • Although we provide an extensive catalog of our own photographs, we can also use one of your favorite photos or a commissioned piece of work from an artist.
     
  • There are also many royalty-free photos available over the Internet.
     
• How do I provide you with the photograph I want to use?
  • We can use digital photo files, negatives, slides, APS, or photographs to process your image on tile.  The easiest method would be if you have a digital version of your photograph.  If you cannot provide us with a digital format (which you would simply e-mail to us), you can mail us the original photo or negative for us to scan to a digital format.
     
• If I send a digital file, what format do you prefer?
  • Although most digital cameras use JPEG to store the files, this is not the best method if the image requires enlarging.  JPEG actually removes details from the photo to compress the file to save space.  This lost detail can make a significant difference in photo quality when enlarging.  For the best quality, we prefer the following formats:  RAW, TIFF, or BMP.
     
• Will the printed tiles look exactly like the original photograph?
  • This question is aimed more toward the professional photographer/artist.  Just as inkjet photo printouts don't always match the original colors exactly, tile printouts may not either.  Although the quality of the tile printouts are in fact better than typical photo prints, the color gamut (range) of the tile printing process is not as wide as photo prints.   Even though the color range encompasses millions of colors, we cannot guarantee that every single color of the printed tiles will match exactly the original photo.
     
  • For most photos, there is no discernible difference between the original photo and the printed tiles.  If exact color-matching is required, a sample tile printout can be requested for a nominal fee.
     
• Can you fix my photo if it's damaged?
  • Although we will do simple editing to correct and prepare your photos, any extensive editing work will incur an additional setup fee.  What may seem like a simple fix to you, may in fact require hours of editing to accomplish.
     
  • Each project is evaluated on a case-by-case basis and clients are notified before printing occurs if an additional charge will be necessary.   A proof of the edited photo will be placed on our website for your review before any printing is done.
     
• If I send you the original photo or negative, do I get it back?
  • Yes, we do not harm the original photo or negative in the scanning process so your original item will be returned to you after it is scanned.
     
• How long does it take after I place the order?
  • Depending on the current workload and size of your project, the current timeframe is about two weeks.  Rush orders may require an additional charge.
     
• Why do I have to pre-pay for the order?
  • Pre-payment is required on all orders due to the customized nature of the product.  Each item ordered is a custom piece of work.  This is an expensive process and we need to ensure that the client is committed to the purchase before the project is begun.
     
• How scratch-resistant are the tiles?
  • While the tiles come with an initial scratch-resistant coating, some tiles are more susceptible to scratching than others.  Specifically, the glossy ceramic tiles which are designed for decorative displays, should not be cleaned with a scouring pad or abrasive cleaning product.  We recommend using a soft cloth and standard glass cleaning agent.
     
  • For high traffic areas (such as a kitchen backsplash or bathroom wall), we recommend satin/matte or tumbled stone tiles which are much more durable.
     
  • To increase durability, we do add an additional scratch-resistant coating to all tiled items we sell.
     
• Can I create a mural on the floor?
  • Yes, we now offer floor tiles, which meet ANSI and ASTM standards for residential and commercial wall and floor applications.  These are tempered glass tiles with a skid-resistant surface.  The image is printed behind the glass so that the dye is protected from wear and abrasion.  In addition, there is a UV protection added to the glass so that fading will not occur.
     
• What about swimming pools or showers?
  • In addition to the glass tiles which can be used in showers and swimming pools as well as on floors, we also offer aqua tiles which are specifically designed for use in wet locations.  These tiles have been designed to resist water penetration and have undergone rigorous testing and endured over 40 hours in a chlorine boil test with no de-lamination.
     
• How large can I make my picture?
  • While in theory, you can enlarge any photo to any size, the quality of the enlarged image depends a great deal on the quality and size of the original item.  Obviously if the original photograph is of bad quality (poor lighting, out of focus, etc.) there is not much we can do to improve it when enlarging the image.
     
  • As you enlarge a smaller photo, the image appears out of focus and distorted the larger it gets.  HeLo Productions uses special software to enlarge your image with the least amount of distortion.  For large murals (such as on floors and swimming pools), the best quality is achieved if the original photo negative is made available.    Under special circumstances (such as art work), a drum scan may be desirable for the best quality enlargement.