Frequently Asked Questions

Getting Started

- HOW DO I START ORDERING ON THE DNA HUB?

Click on the "Get A Quote" on our menu bar, let us know your requirements by completing the online form and we will get back to you with a quotation within 2 working days.



- WHAT KIND OF PRODUCT(S) DOES THE DNA HUB ACCEPT?

We generally accept all products, EXCEPT Hazardous and dangerous items and/or foodstuffs that are strictly prohibited in Singapore. Email us at contact@thednahub.com.sg to find out more.



- IS THERE ANY RESTRICTION ON THE PRODUCT’S DIMENSIONS?

From as small as a earring, to as huge as a human being! However, to ensure that your product fits, do drop us an email at contact@thednahub.com.sg to seek clarification.



- WHAT PRODUCTS FALL UNDER JEWELLERY & ACCESSORIES?

Rings, Watches, Earrings, Bracelets, Glasses/Sunglasses and Necklaces are some of the examples! We have classified these under the Non General Product Classification.

If you are unsure, do drop us an email at contact@thednahub.com.sg and we will be happy to clarify it for you.



- WHY DO I NEED THE SERVICES FROM THE DNA HUB?

We work closely with the brand owners and suppliers as well as the marketplace and retailers on both brick-and-mortar and online sales platforms. The photography and data capture services provided by us is just a beginning of our Digital Content journey with you.

At The DNA Hub, we merge these digital content together, creating a trusted source of data through our knowledge of the industry for your business usage.



Pickup & Return Of Products

- DO WE PROVIDE PICK-UP & RETURN SERVICES?

We do not provide these services but we can make some reccomendations for your reference to arrange the service for pick-up/return of your product(s) at your own costs. For reccomendations, do drop us an email at contact@thednahub.com.sg



- WHEN WILL MY PRODUCT(S) BE RETURNED?

After completion of your project, you will be notifed by us to collect your product(s).



Using The DNA Hub

- HOW WILL I RECEIVE MY PRODUCT IMAGES?

Once all of the photos have been taken and uploaded, a download link will be sent to your email address. The link will lead you to a zip file where your images will be available for download.



- HOW LONG WILL THE PRODUCT PHOTOS/CONTENT BE AVAILABLE ONLINE FOR ME TO DOWNLOAD?

All download links will be available for 7 days from the time they are sent to you.



- WHAT FILE TYPES DO YOU PROVIDE?

As a standard, all images will be available in PNG format. You can also indicate to us if you want your images to be in JPG format.



- WHAT RESOLUTION WILL MY PHOTOS BE?

As a standard, all your images will be delivered in 300 dpi, 3000 x 3000px.



- WHAT BACKGROUNDS CAN I CHOOSE FROM?

As a standard, we provide images on TRANSPARENT background for PNG format. You can also indicate to us if you want your images to be in JPG format with white background only.



- I HAVE SOME SPECIAL REQUESTS ON HOW THE PHOTO SHOULD BE TAKEN. WILL THERE BE EXTRA CHARGES?

Depending on the requests, you may be charged extra. Special requests must be stated before confirming your order. Any edits and/or retaking requests after the photographs have been taken will be considered as a separate order. Email to us at contact@thednahub.com.sg to find out more.



- IF THE PHOTOGRAPHS DID NOT TURN OUT TO BE OF MY PREFERENCE, CAN I REJECT ALL OF IT AND NOT PAY?

If the mistake is on our part, we will gladly retake them for you.



- CAN YOU DESIGN SETS FOR SHOOTING OUR PRODUCTS?

This service is currently unavailable.



- CAN THE DNA HUB DO OUTDOOR OR ON-LOCATION SHOOTS?

We will be glad to make the arrangements. Provide us with more information, email to us at contact@thednahub.com.sg



- WHAT HAPPENS IF I ACCIDENTALLY LOSE OR DELETE THE PHOTOGRAPHS?

We will only be storing your photos for 3 months after the job has been completed. Send us your order number to contact@thednahub.com.sg within these 3 months and we will resend the download link to your email.



Payment

- WHAT PAYMENT METHODS DOES THE DNA HUB ACCEPT?

You can pay for our services using the following payment methods:
1. Credit Cards 2. Cheque 3. GIRO (Applicable for recurring orders only)



© 2020 The DNA Hub. An initiative by GS1 Singapore Limited (Registration No: 200720720G). All Rights Reserved. | Terms of Service.

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