Q: WHY IS THERE A WEIRD BACKDROP SHOWING IN MY PHOTO?
A: This is JUST a proofing site, which means all photos will be cleaned up before going to print! Standard touch ups include taking out the backdrop, cleaning up the floor and correcting any noticeable errors caused by us. NOTE: The crazy-fun group shots come AS-PICTURED, we DO NOT take out the background/foreground items in these shots... we think they add to the photos CRAZY-FUN charm. ALSO NOTE: We will not clean up faces, crazy hair, bruises or bumps, etc. without consent from orderer, as well as, a touch-up fee per file.
Q: CAN I ORDER FROM A MOBILE DEVICE?
A: While you definitely can, it makes ordering A LOT harder ESPECIALLY for customizable items like packages! We STRONGLY (VERY STRONGLY) suggest ordering from a desktop computer. You'll thank us later!
Q: HOW DO I ADD PRINTS OR PRODUCTS TO MY CART?
A: You highlight a photo and then select 'VISIT SHOP' located to the right OR we STRONGLY SUGGEST using the 'Favorites' Tool by using the 'Add to Favorites' button located above the photo, as well. Then you can easily compare and access all photos you liked while browsing by going to the upper left of your page and clicking the 'FAVORITES' drop-down menu. You can use this smaller pool of photos you selected to quickly add prints and products to your cart.
Q: HOW CAN I PURCHASE A PACKAGE?
A: We STRONGLY SUGGEST you use the 'Favorites' Tool for all ordering. Add photos you like by clicking the 'Add to Favorites' button located above the photo. Then you can easily compare and access all photos you liked while browsing by going to the upper left of your page and clicking the 'FAVORITES' drop-down menu. Then select any photo you'd like to include in a Package, Click 'BUY' in the top middle of your screen and select 'Select Product'. Choose 'Packages' square and then find which package you'd like (for more info on what is in each package click on it and read the drop down menu). Choose 'Continue' in the lower right, then in the tabbed section choose 'FAVORITES', click the drop-down menu item 'Selected for Purchase' and then drag items into each slot as you'd like. You can always edit this later from your cart.
Q: I AM TRYING TO CHECK OUT AND IT KEEPS BRINGING ME BACK TO THE SAME PAGE?
A: UGH COMPUTERS... This one happens to us occasionally so we know how frustrating it can be! We have discussed it with our lab and we still don't have a FULL PROOF fix so here's what we recommend trying:
1. Make sure you have hit the cart minimum of $20.
2. Log out and log back in.
3. Clear your internet browser's 'cookies'. This is the main fix our lab recommends and here is a link with more details on how to do so.
4. Another fix that often works for us is trying a different internet browser... we prefer Chrome, but sometimes switching to Safari helps.
In general, this is just super annoying and we apologize. This is still not an excuse for missing the order deadline, so make sure and email us today if it happens! Don't wait!
Q: WHERE IS MY ORDER?
A: Good question! First, we recommend logging into your account to check the status! If you are not logged in, you can do so by pressing the 'Log In' text at the bottom of the screen. If it says 'Waiting For Approval', have no fear, you do not need to do anything else on your end, it is simply waiting for us to perfect your order (aka edit, replace, finalize crops) and send 'to print'! REMEMBER this perfecting process could add UP TO TEN BUSINESS DAYS to your fulfillment time! This is true for ALL ORDERS including digital files. Forward us ([email protected]) your Order Confirmation email if it is outside of TEN BUSINESS DAYS and it still says 'Waiting for Approval' as we may have been trying to get ahold of you with a question about your order! Extra Editing & Treatment Requests can add time to your order. Always contact us ([email protected]) if you have not received your order within 30 days of placing it! Unfortunately, we CANNOT track orders 90 days after they have been placed, so contact us IMMEDIATELY (within 90 days of placing your order!) if your package is lost, damaged or not as expected!
Q: I MISSED THE DEADLINE, CAN I STILL ORDER?
A: YES! Photos stay online for at least ONE YEAR (but we still have 2012 up so you should be good). The prices do DRAMATICALLY increase, we do not offer packages or digital files and coupon codes are null, but you can still order. We DO NOT EXTEND THE DEADLINE FOR ANY REASON. We do offer one sale in August/September when everything is back to Original Dance Pricing (sans coupon codes). Email us here so we can add your name to our NOTIFY-ME-OF-THE-SALE Email List!
Q: WHAT IS WITH THIS CROPPING FEATURE?
A: It's cool... basically you become the photographer! Once you've added something to your cart you can customize the crop just by clicking on the image in your cart. You can choose to crop tighter or even go from horizontal to vertical and vice versa. Our lab introduced a new cropping feature in 2017 which we are not a fan of as it doesn't let you extend your crop past the edges of the uploaded photograph which means some print sizes appear to cut off the subject matter. DO NOT WORRY ABOUT THIS. We look at all crops and make sure the subject fits well. If you are at all lost, we recommend leaving the images as they appear when you add them to your cart. We apply a standard crop to all uncropped-by-you items. We will email you directly if we have questions before sending to print!
Q: DO YOU OFFER DIGITAL FILES?
A: We do sell high-res (aka printable) digital files of non-group shots. They are more expensive because you can then print as many copies as you'd like of the file. The turnaround time for these is the same as all other products: UP TO TEN BUSINESS DAYS! You will receive an email with download information once your order has been approved. Starting in 2019, ALL digital files will include COMPLIMENTARY facial retouching (a $22/file savings!)
We offer low-res (aka just for computer screen quality), watermarked (aka they have a BIG relevéPHOTO logo across the file) for any PURCHASED photo (not including group shots)! These can only be obtained by forwarding us your order confirmation with 'DIGITAL FILE REQUEST' in the Subject Line of the email. These requests will only be fulfilled AFTER July 22nd! If you want a quicker solution, you are welcome to take a screenshot of the photo online!
Q: WHAT IS THE BEST FINISH?
A: We LOVE the metallic finish. It's almost 3-D in how it provides richer, deeper colors and great contrast even for black and white. 'E-surface' is similar to lustre/matte; if you've ordered gloss in the past, we recommend going with metallic. We will have samples during the days we shoot, check them out then. Otherwise, the site will give you more info on each when you click the 'circled 'i".
Q: CAN I GET A PHOTO BLACK AND WHITE INSTEAD?
A: You sure can. Any photo can go from color to black and white OR aged photo for no additional charge. We can do this AFTER you place your order. Just forward us your order confirmation and the filename/s (the telephone-like, alphanumeric code under the highlighted photo) that you would like converted and we will take care of the rest. We do not let you preview the conversion before it's printed so take a look at the samples within the gallery to be sure it's what you'd like. Additionally, any shot that we made black and white and/or aged photo can go back to color. In fact, when we apply a different treatment we usually leave a duplicate of the same shot in the gallery, so check just before or after the treated photo (hint: sometimes we crop it differently)!
Q: WHAT DO YOU RECOMMEND ABOUT FRAMING?
A: We love framing! And our site now allows you to add framing right from your cart! It will show you the different frames and mat options and you can see right there what it will look like. Two things to keep in mind: You CANNOT frame items within a package and it will add a little bit of additional pricing to your shipping.
Q: IT IS NOT ACCEPTING MY COUPON CODE, WHAT'S THE DEAL?
A: Hm... how frustrating. Here's a few quick tips to try first:
Q: I FORGOT TO ENTER MY COUPON CODE, CAN I GET A REFUND?
A: This year we WILL NOT issue refunds for those who forget, so please be sure to take note of the price breaks and use them to your advantage! We can always cancel your order and have you replace it using the code, which may affect editing and shipping times! There are several points during the checkout process you can enter your coupon code, it is in the upper RIGHT corner while checking out!
Q: I MADE A DEPOSIT FOR INDIVIDUALS HOW DO I USE THAT MONEY?
A: You should have a 'Gift Cert Code' provided by us! We ask that you FIRST go back through your email and search 'relevéPHOTO Deposit Information' to look for your personal GIFT CERT CODE before emailing us. You enter this code on the 'Payment Options' section during the checkout process. You have options to pay with Paypal, credit card or gift certificate, choose 'GIFT CERTIFICATE.' Enter the code. Then you will either have to enter another payment code or just click 'Confirm' to go to the next page. Your 'GIFT CERT CODE' works just like a gift certificate would, if you have $40 and only use $26, next time you order you'll have $14 left. Go to our Deposits FAQ Page for more detailed info on making and using a deposit!
Q: I TOOK FUN PHOTOS IN YOUR relevéSOLO booth. CAN I GET A COPY WITHOUT YOUR LOGO?
A: Easy peasy. You can buy unmarked digital files as well as a few other products by going here: http://www.myrelevephoto.com/solo Don't miss out on the big deal this year: FOUR for $9.99 (4x6's E-Surface)! A reminder: relevéSOLO purchases are not eligible for and do not count toward price break discounts.
Q: I LOVE THE relevéART SAMPLES I'M SEEING... HOW CAN I GET IN ON THIS AWESOMENESS?
A: Awesomeness, it is! And such awesomeness requires a little more work... on our part AND yours. First you purchase the 'relevéART' product ($50). This is basically a $50 deposit that will be used toward your purchase after the images have been designed. We allow you to offer input in the form of an email questionnaire we send after you have made this initial purchase but it is not required. We then get to designing your piece/pieces, they're uploaded to a special gallery and you make your final product/print choices (using that $50 to start). Depending on when you purchase it could take up to three weeks for the design options to be presented. Special products/materials/finishes are offered, but nothing smaller than 8x10. There is a minimum $75 investment that includes a free 8x10 print of an already purchased image. Go to the relevéART page to see samples and get more details!
Q: I'M SO LOST HERE, CAN I TALK TO SOMEONE FOR HELP?
A: Duh, just write us ( [email protected] ) We also offer LiveChat during set advertised hours from the web site (hint: it's the button that says 'Live Chat') which can offer 'instant' (if you are on while we are!) help with your questions.
HAVE A GOOD QUESTION NOT COVERED HERE? Email us your question so we can make this list even more helpful!