FAQ Topics |
| Pre-Registering and Deposits |
| Q. |
“How do I pre-register
to have my gymnast photographed?” |
| A. |
You can pre-register online at www.timelessimages.com/pre_register.html |
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| Q. |
“Will I receive a confirmation acknowledging
you received my pre-registration?” |
| A. |
When you click ‘Submit’ on
the pre-registration page, the page should refresh and
give you a confirmation that your pre-registration was
successfully submitted. Within the next few days you will
also receive another confirmation from our office via
e-mail. |
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| Q. |
“When can I pre-register for an
event?” |
| A. |
Pre-registrations must be received any
time prior to, but no later than 48 hours prior to the
first day of a meet. This means the first day of the entire
meet; not from when your gymnast might compete. So for
a meet that occurs over 3 days (Fri-Sat-Sun), pre-registrations
would have to be received no later than midnight on the
previous Wednesday. If the meet starts on a Saturday (Sat-Sun),
then pre-registrations must be received no later than
midnight on the previous Thursday. |
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| Q. |
“What if my pre-registration is
late?” |
| A |
Like they say, “The early bird
catches the worm.” Unfortunately, if you don’t
submit your pre-registration prior to the deadline stated
on the pre-registration page (www.timelessimages.com/pre_register.html),
it cannot / will not be honored. |
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| Q. |
“Why wasn’t my child photographed?
Don’t you photograph everyone?” |
| A. |
We no longer photograph every competitor
at an event because what we ended up with was hard drives
full of images that no one was viewing. Instead, we choose
to have our photographers devote their time and energy
to getting the best coverage of those that have shown
that they are truly interested in being photographed;
those that sign-up and pay a deposit. We have found that
shooting as we do enables us to roam the competition floor
freely capturing images of multiple, if not all events,
from a variety of locations, unlike our competitors who
shoot only one event from a static location. |
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| Q. |
“Is my deposit refundable?” |
| |
Refunds are given in the unfortunate
circumstance of an athlete scratching from competition
or otherwise not being photographed. Once your gymnast
has been photographed deposits are non-refundable, but
may be applied to an order from the event at which the
deposit was placed. Deposits placed at a competition CAN
NOT be applied to orders placed through the website. Therefore,
we implore you to please heed the following: **TO RECEIVE
CREDIT FOR DEPOSITS PLACED AT COMPETITIONS, PLEASE FOLLOW
THE DIRECTIONS FOUND AT www.timelessimages.com/posechoices.html |
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| Viewing and Ordering |
| Q. |
“Where do I view the
images of my child?” |
| A. |
Photographs of ALL of our competition
events since 2001 can be found online at www.timelessimages.photoreflect.com.
Events are listed in date order. To find your photos,
locate the date on which the event occurred and click
on the name of that event to open it. Then locate your
competitor’s name and click on it to open ‘thumbnail’
images of their photographs. Click on any of these ‘thumbnail’
images to open an enlargement page of that image.
IMPORTANT-PLEASE NOTE: Orders placed through the website
will be considered NEW orders. Deposits placed at a
competition CAN NOT be applied to orders placed through
the website. Therefore, we implore you to please heed
the following:
**TO RECEIVE CREDIT FOR DEPOSITS PLACED AT COMPETITIONS,
PLEASE FOLLOW THE DIRECTIONS FOUND AT www.timelessimages.com/posechoices.html |
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| Q. |
When will the images become available? |
| A. |
Barring unforeseen circumstances,
event photos are usually posted within a week of the event,
if not sooner. |
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| Q. |
How long will they be available? |
| A. |
Indefinitely. All of the events we have
photographed since 2001 are still available to view at
www.timelessimagews.photoreflect.com |
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| Q. |
“Why does my gymnast have less photos
than others photographed at the same meet?” |
| A. |
We shoot as much as we can of every gymnast
as situations and timing allow. We play no favorites.
For the most part you should find that image numbers should
be consistent for each competitor within a session. If
there is a large discrepancy in numbers of images, it
is most often due to the fact that one competitor’s
images may have been edited while another had not. We
do our best to edit as time allows, but sometimes are
forced to stop midway and might not get back to finish |
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| Q. |
“What is the cut off for me to be
able to order?” |
| A. |
There is no time limitation or cut-off
date/time to order on most of our events. In the rare
case when there were to be an expiration date to order,
it would be clearly marked on the event listing. Other
than that there are no time limitations on orders and
you can order from any event, at any time. Your deposit
can be applied to any order placed within 6 months of
the event for which the deposit was placed. Deposits cannot
carry-over or be applied to any event other than the event
at which the deposit was placed. Deposits generally expire
after 6 months and are forfeited if no order is placed
from that Event. |
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| Q. |
“What if my child has photos in
other people’s folders or other people’s photos
are in my child’s folder?”
|
| A. |
While we do our best to prevent this
from happening, we are human and have found that sometimes
mistakes happen. If you find another competitor’s
photos in your folder or vice-versa, please make note
of the names involved in the mix-up as well as which photos
are incorrectly posted and we will make corrections as
necessary when possible. |
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| Q. |
“How do I place an order online?” |
| A. |
IMPORTANT-PLEASE NOTE: Orders placed
through the website will be considered NEW orders. Deposits
placed at a competition CAN NOT be applied to orders placed
through the website. Therefore, we implore you to please
heed the following:
**TO RECEIVE CREDIT FOR DEPOSITS PLACED AT COMPETITIONS,
PLEASE FOLLOW THE DIRECTIONS FOUND AT: www.timelessimages.com/posechoices.html |
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| Q. |
“I ordered at the Photoreflect site…why
didn’t receive credit for the $40 deposit I paid
at the meet?” |
| A. |
As previously stated, orders placed through
the website will be considered NEW orders. Deposits placed
at a competition CAN NOT be applied to orders placed through
the website and refunds for such a deposit cannot be given.
If you missed all of the warnings… even though you
were begged not to…and still placed your order through
the website, contact our office for options |
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| Q. |
“What do I do if I want to re-order?” |
| A. |
Re-orders can be placed through the website,
or you can follow the directions found at www.timelessimages.com/posechoices.html
to receive in-house re-order pricing |
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| Q. |
“Why do I have to e-mail my requests/pose
choices?” |
| A. |
To be sure that we do not have a momentary
dyslexic lapse and write down incorrect pose ID numbers
or other critical information, we request that you submit
your pose choices and other order requests in writing
via e-mail so that all such requests can be logged and
easily accessed, verified or tracked |
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| Q. |
“What is a “photo ID #”
and where do I locate it?” |
| A. |
Photo ID numbers are the actual image
file names and can be found on the photo enlargement webpage,
below the copyright information below any enlarged image.
Photo ID numbers are an alphanumeric sequence ending in
.jpg. Please see www.timelessimages.com/posechoices.html
for an example image.
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| Q. |
“I am outside the Continental United
States. How do I place an order?” |
| A. |
The same as everyone else. When you submit
your pose choices via e-mail, please notify us if you
require your order shipped out of the United States. The
only noticeable difference may be in shipping fees, dependent
on where you want your order shipped |
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| Q.. |
“What is the timeline for orders?” |
| A. |
For orders containing Composites, Individual
photos, CD’s, Trading Cards and/or Posters we quote
a minimum 2-3 week delivery time from the date your order
is finalized (pose choices and payment received). Due
to the complexity and the unique individuality of each
Collage order, we quote 12-14 weeks minimum to receive
a proof. **PRODUCTION TIMES ARE APPROXIMATE AND VARY BY
SEASON DUE TO TRAVEL, ETC. We appreciate and thank you
for your patience.** Collage orders are then printed only
once we receive your approval. If your order needs to
be plaqued; please allow an additional 7-10 working days |
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| Q. |
“Where can I see samples?” |
| A. |
To see samples of our products, please
visit www.timelessimages.com/gymnastic.html and look for
the ‘Tabs’ at the top of the page. |
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| IMAGE ADJUSTMENTS |
| Q. |
“Can you zoom in on
images / eliminate background?” |
| A. |
We routinely crop images to best show
the subject(s) in the image and eliminate background distractions
as much as possible. Please keep in mind though that these
events happen with people naturally occurring in the background
and removing subjects or objects from images can be very
time and labor intensive. |
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| Q. |
“Can you / do you retouch images?” |
| A. |
Retouching is done on a case-by-case
basis. While we routinely retouch briefs showing under
leotards, bathroom signs from walls, distracting lights
or signage, etc., there is a limit to what can be done
within economic reason. When creating collages, we have
a lot more latitude in blending layers and masking images
to hide things or people in the background. Digitally,
just about anything can be done to any image…it’s
all a matter of how much time you want us to spend on
it and how much you want to spend for it. Please notify
us of any specific concerns you may have for further information
and quote. |
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| Q. |
“Can I proof an image of my order
before it is sent?” |
| A. |
There are two versions of this answer:
For Collages: It is standard procedure to send proofs
on collage orders. Collages are one-of-a-kind works of
art. As no two are the same and each is built around the
images you choose, our digital artists use their expertise
to place the images to best compliment the entire collage.
Proofs are not only sent so that you may preview our work
and to excite you, but rather more importantly, so that
you can proof read the text on the collage. Since images
in collages are multi-layered and these layers are interwoven,
changes to image placement require a fee of $20 per image
to be relocated as oftentimes moving one image will affect
several images. For Composites: Composites are template
based so images can be easily relocated at no additional
charge. If you have a placement preference, please convey
your placement request to us when you submit your pose
choices. Text is easy to add / change on both Composites
and Collages. |
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| CHANGING / CANCELLING ORDERS |
| Q. |
“Can I make changes
to my order before I receive it?” |
| A. |
That would depend on the change you wanted
to make. Changes to print quantities and sizes are relatively
easy to change prior to printing. Please contact us for
further details if changes need to be made. It is best
to make any change requests as soon after the order is
placed as possible. |
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| Q. |
“Can I cancel an order placed at
a meet? Can I cancel a Photoreflect order?” |
| A. |
You can cancel an order
placed at a meet if you cancel it while still at the meet.
Otherwise, once in process, orders are not subject to
cancellation. However, your $40 deposit is not refundable
after your athlete has been photographed. |
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| Q. |
“What does the deposit guarantee
me?” |
| A. |
Your deposit guarantees that your gymnast
will be put on our list of those to be photographed and
that our photographers will follow your gymnast throughout,
photographing them before, during and after competition…like
having your own personal paparazzi. |
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| Q. |
“Is my deposit refundable?” |
| A. |
Refunds are given in the unfortunate
circumstance of an athlete scratching from competition
or otherwise not being photographed. Once your gymnast
has been photographed deposits are non-refundable, but
may be applied to an order from the event at which the
deposit was placed. Deposits placed at a competition CAN
NOT be applied to orders placed through the website. Therefore,
we implore you to please heed the following: **TO RECEIVE
CREDIT FOR DEPOSITS PLACED AT COMPETITIONS, PLEASE FOLLOW
THE DIRECTIONS FOUND AT www.timelessimages.com/posechoices.html |
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| Pricing |
| Q. |
What sizes do you offer and
what are the prices? |
| A. |
We can provide any size print needed,
although action photos get harder to see, as the print
size gets smaller. More information about our products,
as well as samples and pricing can be found at: www.timelessimages.com/gymnastic.html.
Look for the tabs at the top of the page. |
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| Q. |
Are there any discounts available? |
| A. |
Yes, we offer several. We offer a 10%
discount for those pre-registering to be photographed
at an upcoming competition. We also offer a 10% discount
for siblings being photographed at the same competition.
(**DISCOUNTS CAN NOT BE COMBINED-10% DISCOUNT MAXIMUM)
We offer discounts on quantity orders as well. Please
contact us with specific quantities for exact pricing. |
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| Q. |
Do you sell CD/DVD’s of all of the
images taken of a gymnast at a competition? |
| A. |
We do offer CD/DVD’s in both High
Resolution (Hi-Res = 3104 x 2072 @ 300dpi) and Low Resolution
(Lo-Res = 540 x 360 @ 72 dpi). The difference between
Hi-Res and Lo-Res you ask? Simply stated, you can print
photographs from Hi-Res, but not from Lo-Res. Hi-Res images
are the same images we work from. Lo-Res is used in e-mails,
screensavers or web pages. |
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| Q. |
What’s the difference between and
CD/DVD’s? |
| A. |
For our purposes, the only difference
between a CD and a DVD is storage capacity. A DVD will
store nearly 4x as much as a CD. |
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| Q. |
Can I get more than 1 Event or can I mix
and match photos from Events on 1 CD? |
| A. |
We are happy to accommodate this request
if you have made separate purchases from different events
and prefer to have the images from both events put onto
one DVD (chance are that there are too many image to fit
onto a CD), |
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| Shipping |
| Q. |
Can I have a partial order
shipped sooner? How much extra does it cost? |
| A. |
Yes, but separate shipping fees may apply.
Please contact our office for pricing |
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| Q. |
How do you ship orders? |
| A. |
Orders are primarily sent via USPS. However
we also may use UPS or FedEx depending on package requirements |
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| Q. |
Do you charge for Rush orders? |
| A. |
Yes. We don’t like to, didn’t
used to, but as busy as we are now, we have to |
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| Q |
Can I request a shipping method? |
| A. |
We are happy to accommodate any special
shipping requests you may have, however, additional fees
may apply. |
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| Q. |
Do I have to be home to receive my order? |
| A. |
We do not require you to be at home to
receive your order. |
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| Q. |
Will you ship to PO Boxes? |
| A. |
Yes, unless something prohibits us from
doing so. |
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| Damages |
| Q. |
My order arrived damaged.
What do I do? |
| A. |
Please contact our office ASAP. Try to
have your receipt or the packaging available when you
contact us. Please do not discard the packaging that your
order came in. |
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| Q. |
I only received a partial or incorrect
order. What do I do? |
| A. |
Please contact our office ASAP. Try to
have your receipt or the packaging available when you
contact us. Please do not discard the packaging that your
order came in. |
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| Q. |
I lost my photo. Can I get a replacement? |
| A. |
No problem! Please contact our office.
You can e-mail requests to posechoices@timelessimages.com
or you can call us; from inside Washington State please
call 360-438-9656 or if you are calling from outside of
Washington State, call us toll-free at 800-557-0282. Try
to have your receipt available when you contact us. |
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| Publications/ Publicity |
| Q. |
How do I get a copyright release? |
| A. |
You can e-mail requests to customerservice@timelessimages.com.
You can also call us; from inside Washington State call
360-438-9656 or if you are calling from outside of Washington
State, call us toll-free at 800-557-0282. |
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| Q. |
How do I get images for promotional use
or for newspaper or magazine publication? |
| A. |
We appreciate that you hired us to photograph
your athlete and as such, we are happy to accommodate
modest requests to send an image, possibly two, to a publication,
editor, writer, printer or the-like. You can e-mail requests
to customerservice@timelessimages.com. You can call us
from inside Washington State at 360-438-9656 or if you
are calling from outside of Washington State, call us
toll-free at 800-557-0282. Please have the contact information
for the publication, editor, writer, printer or the-like
available to forward to us. |
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| Q. |
Why can’t you send the images to
me directly? |
| A. |
Unfortunately (not to say that you would
personally) there have been some unscrupulous slimeballs
in the past that have taken advantage of our generosity
and have effectively ruined it for the rest of you honest
folks out there. It seems that images sent that were requested
for ‘publication’ were being used to make
photographic reprints as well. So…unless you have
already purchased a Hi-res disk from us, Hi-Res (printable)
images for promotional use or publication must be sent
directly to the publication, editor, writer, printer,
etc. directly. |
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