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Site Help
Welcome to our help section. Reflections Photography is committed to providing top quality event photographs. To assist customers in finding and ordering photographs, we've created a list of frequently asked questions and their answers below. If you don't find the answer to your question, please contact us at support@johnmccainphotos.com or give us a call at 800-835-8201.
Locating Photographs
- How do I find my photograph?
- How do I find my photograph once the photographs are available for viewing?
- When I look for my photograph, I don't see my picture. How can I find my photograph?
- Do you have photographs of every attendee for every event?
Ordering Online
- How do I order a photo?
- Can I order two different photographs as part of a package?
- How do I add more than one image to my order?
- I tried adding photographs to my cart, but haven't had any success. What's going wrong?
- How long will it take once I order to receive my products?
Ordering Options
- I received my proofs in the mail. Can I still order online?
- What are the options to ordering online?
Image Processing and Customer Service
- Will the photo I receive have similar quality to the one I see in the proof on the screen or in my mailer?
- How will the photograph be cropped for enlargements?
- What type of process does Reflections Photography use to print photos?
- Are orders guaranteed?
Privacy and Security
- Is my credit card safe to submit online? Is your website secure?
- How do you protect your users privacy?
- How do I obtain permission to use photos for editorial, promotional, or advertising purposes?
Locating Photographs
Q: How do I find my photograph?
A: The information you provided during the event will determine how you find your photography. If you provided an email address, we will email you with a hyperlink to take you directly to your photography. This email will contain a password should you browse to the site from the web. If you did not provide an email address we will mail you a proof flyer. You can use this flyer as an order form or follow the instructions to view your image on our website.
Q: How do I find my photograph once the photographs are available for viewing?
A: Once the photographs are posted online, you can access the photographs by clicking Photographs near the top of the page and entering your password. Once you are on an event page, enter your last name in the field provided.
Q: When I look for my photograph, I don't see my picture. How can I find my photograph?
A: The dynamic nature of event photography makes it challenging to take identifiable photographs of every attendee. We always strive to categorize photographs taken to allow event attendees to find their photographs as quickly and easily as possible. If you don't see your photography, try entering the last name of someone else in your photograph. If you still do not find your photo, contact us at info@johnmccainphotos.com or 800-835-8201.
Q: Do you have photographs of every attendee for every event?
A: Unfortunately, no. While we do our best to capture top-quality, identifiable photographs of every attendee, the circumstances of event photography make this impossible. While we have been recognized as the industry leader for our coverage, quality, and customer experience, there are always a few attendees who manage to sneak by our photographers.
Ordering Online
A: Once you find your photo, you can order easily by clicking either directly on the thumbnail-size proof or the "Order this Photo" button below the image. This will bring you to a shopping cart where you will select from our line of products and prints.
Q: Can I order two different photographs as part of a package?
A: No. To take advantage of the package pricing, each print within a package must be of the same image.
Q: How do I add more than one image to my order?
A: To order more than one image, simply click on the "Add to cart" link at the bottom of the "Shopping Cart" page. This will bring you back to the event page, from which you can easily add additional products and prints. At any time during the ordering process, you can view what you ordered by clicking on the "Shopping cart" link at the left of every page.
Q: I tried adding photographs to my cart, but haven't had any success. What's going wrong?
A: To order through the Reflections Photography Web site, you must have "cookies enabled" which will permit you to use the shopping cart feature. To enable this feature in Internet Explorer, visit Tools/Internet Options/Security Settings and check the "Enable Cookies."
Q: How long will it take once I order to receive my products?
A: Time to ship each order depends on the products ordered. Prints typically ship out 7-10 business days. All other products typically ship out in 4-6 weeks.
Ordering Options
Q: I received a notice in the mail. Can I still order online?
A: Absolutely. Just follow the instructions to find your photograph and place your order.
Q: What are the options to ordering online?
A: It's easy to order your photos through 4 easy options:
- Order online at www.johnmccainphotos.com.
- Order via fax (817)665-0047. Use either the form you've received in the mail or print out the form which you can access from the "mail/fax order form" from the bottom of the shopping cart in a particular event.
- Mail. Print and complete the specific order form for the event and mail it to:
Reflections Photography
Customer Service Center
3333 Quorum Drive, Suite 200
Fort Worth, TX 76137 - Order via phone: 800.835.8201
Image Processing and Customer Service
A: The proofs you see online and in the mail order forms are screen-resolution representations and are lower quality and resolution than the actual images from which enlargements are printed. This technology allows visitors to the web site to view images which load up quickly, even over slow Internet connections, while still allowing us to achieve top-quality prints when an order is placed.
Q: How will the photograph be cropped for enlargements?
A: As photographs are enlarged, the height/width ratio changes, so the print you receive may require cropping from the pictures' edges. We address each image individually at the time of printing to determine the best manner to crop images to preserve the shot's appearance.
Q: What type of process does Reflections Photography use to print photos?
A: We employ state-of-the-art digital processing using silver halide printing equipment. All images are printed on high-quality photo paper.
Q: Are your photos guaranteed?
A: Reflections Photography is committed to quality products and your satisfaction is 100% guaranteed!
If for any reason you are not completely satisfied with your purchase, you may return it within 30 days of receipt and receive a replacement order or a full refund. (Note: We only require that you return the item if you are requesting a full refund, less shipping) We will pay for shipping costs if the replacement order is a result of our error (you received an incorrect or damaged product). If the product was not damaged, defective or ordered incorrectly on our account, you are responsible for all shipping charges on the replacement order. If you are inquiring about your order after the 30 day marker you will be charged all fees for replacement.
To return your item(s) please pack them in the original tube or box and be sure to include a letter specifying the reason for the return along with your original order number.
Privacy and Security
Privacy and Security:Q: Is my credit card safe to submit online? Is your website secure?
A: When our registration/order form asks users to enter sensitive information (such as a credit card number), that information is encrypted and is protected with the best encryption software in the industry - SSL. While on a secure page, such as our order form, the lock icon on the bottom of Web browsers such as Netscape Navigator and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, when you are just 'surfing'. To learn more about SSL, Click Here.
Q: How do you protect your users privacy?
A: Reflections Photography abides by a very strict privacy policy which has been reviewed and approved by Truste, the leading online authority on the protection of consumer's privacy rights.
Q: How do I obtain permission to use photos for editorial, promotional, or advertising purposes?
A: All images are copyright protected by Reflections Photography. Photographs are intended for personal use and permission must be obtained to publish any materials created by Reflections Photography. This copyright policy also applies to our website. Please contact us for your specific requirements.
