Frequently Asked Questions

PRODUCTS

Q: What type of paper, chemicals and machines are your photographs reproduced on?
A: We print on Fujicolor Crystal Archive professional photographic paper, processed through professional Fuji Hunt Chemicals. This paper has been carefully chosen because of its outstanding archival characteristics (rated 50 plus years), and its ability to reproduce the full range of colors and densities from an original image. For our small format, typically 10x15 and smaller, we use Fuji Frontiers. For our large format prints, which are 11x14 and larger, we use Pollielectronicas.

Q: Are the photos I will receive the same resolution as the images online?
A: The resolution of the photos online has been reduced in order to conserve space and memory required to host them online. When we make prints of your photos, we use high-resolution files of the photos. Your prints will be crisper and more vivid than what you see on your computer monitor.

Q: Will the photos I order have a Watermark on them?
A: No. The watermark is an online feature only.

Q: What is the difference between matte and glossy?
A: A glossy finish will have a much more shiny finish. The matte finish will not be as shiny. The resolution of the photos is the same for both options.

Q: How are images cropped?
A: There are several options for image cropping. After you have selected the "Order Print" option, the cropping options will be displayed and explained.

Q: How are the photos processed?
A: We process using Fuji Crystal Archive paper, which is RA 4. We use Fuji Hunt chemicals for all our prints. For our small format, which are 10x15 and smaller, we use Fuji Frontiers. For our large format prints, which are 11x14 and larger, we use Pollielectronicas.

Q: What type of framing and matting material do you use?
A: We use a variety of high quality materials that are sure to complement and accentuate the quality of the photos.

Q: Do you hold the copyrights to your images?
A: All copyrights are owned and controlled by myCapture's partners.

Q: Can I download the images?
A: No. All the images available for ordering on our website are copyright material of the individual publications offering them for sale.

Q: Can the photos be used commercially? (advertising, promotional materials, etc.)
A: Any commercial usage must be approved by the individual publications first. For information on obtaining commercial/publication permission of a photograph please contact the publication.

ORDERING

Q: Why can't I add items to my shopping cart?
A: This can sometimes occur when a computer either actively blocks cookies from the domain mycapture.com or passively blocks all cookies. The following steps can often times correct this issue in Internet Explorer:
1) Click the "Tools" menu and select "Internet Options..."
2) Click the "Privacy" tab
3) Click the "Sites..." button
4) See if "mycapture.com" is listed in the window at the bottom under the "Domain" category. If it is there and the setting says "Always Block", you want to highlight that and click remove. If it isn't there, I would type "mycapture.com" into the "Address of Web site" field and click the "Allow" button.
5) Click the "Ok" button to save the settings.

Q: Why did I have to register on the website? Will I start getting spam and junk mail?
A: We ask that all visitors register online so that we can obtain their most recent and accurate mailing address. You will only receive future contact if you have elected to do so by checking one of the opt-in boxes on the registration page. We require your date of birth so that we may comply with COPA (Child Online Protection Act).

Q: How do I order?
A: Once you find your photo, you can order easily by clicking thumbnail-size image which will take you to a larger preview version of the photo. You can order by clicking "order Print" above the image or scroll down and see what options are available for your photo. You will then have the option of clicking "Order Print" here as well. This will bring you to a shopping cart where you will fill in print size and quantity.

Q: Can I phone in an order?
A: All orders must be placed online. This is to ensure the most accurate fulfillment of your order. Please contact the myCapture partner responsible for the photos you are ordering to see if they provide an alternative form of ordering.

Q: Can I cancel or change an order once I place it?
A: Under normal circumstances you cannot cancel once the order is placed. We begin to process your custom order as soon as we receive it in order to enable the quickest possible delivery to you.

Q: If I start an order and leave the site, how long do items stay in my shopping cart?
A: Items will stay in your cart for approximately 3 months.

Q: I can't find my photo on the site. Where can I locate it?
A: If you cannot immediately locate the photo you appear in, try locating it through different categories within the photo galleries. If it is not found, the photo may not have been selected for posting. The individual publications choose which photos from each event will be posted online. There may be several reasons that photos do not make it to the website. (technical difficulties, poor image quality, etc.)

Q: Can I have my photos shipped to another location other than my billing address?
A: Yes. When asked to confirm your billing and shipping address you may click edit next to the shipping. You may enter a different address for shipping on that page.

SHIPPING

Q: Can I return the images if I am unhappy?
A: The package should be returned to:
Returns/MyCapture
1890 Beaver Ridge Circle
Norcross, GA 30071

Also, be sure to include a note with the following information:
1) Your order number
2) The reason for the return
3) Your request for a reprint or refund

Please be sure to send your return merchandise back soon, as we are only able to process reprints or refunds within 30 days of the date the order was placed.

Q: Are your on-line credit card transactions safe and 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'.

Q: How long will it take to receive my photos?
A: Orders are completed in 24-48 business hours and you can select from the following mailing options: Shipments within the United States:
o 1st Class (USPS) Mail - up to 10 business days
o Priority Mail - 3-4 business days
o Second Day - refers to business days
o Next Business Day
Shipments outside the United States:
o Air Parcel -up to 3 weeks
o Global Priority - 5 to 14 days
o Worldwide Express - 3 day delivery

Q: Am I able to track my shipment?
A: Not currently but this functionality is coming shortly. Please contact us at http://www.mycapture.com/consumercustomersupport.asp with any questions.

Q: I received the wrong items or I am missing items from my order.
A: We always want you to receive the complete, accurate order. If you are missing items or received the wrong items, please send us an e-mail containing the following information:
- Your Name and mailing address
- The Order Number
- The items you were supposed to receive
- The items you received in error, or the items you are missing.

The package should be returned to:

Returns/MyCapture
1890 Beaver Ridge Circle
Norcross, GA 30071

Also, be sure to include a note with the following information:
1) Your order number
2) The reason for the return
3) Your request for a reprint or refund

Please be sure to send your return merchandise back soon, as we are only able to process reprints or refunds within 30 days of the date the order was placed.

Q: What are the shipping costs?
A: Shipping rates are dependent upon the total price of your order along with shipping location. We also offer rush shipping at an extra charge.

Q: Am I responsible for paying the shipping costs?
A: Yes, the person paying for the items is responsible for payment of shipping and handling.

Q: How are the photos shipped?
A: Shipments within the United States:
o 1st Class (USPS) Mail - up to 10 business days
o Priority Mail - 3-4 business days
o Second Day - refers to business days
o Next Business Day
Shipments outside the United States:
o Air Parcel -up to 3 weeks
o Global Priority - 5 to 14 days
o Worldwide Express - 3 day delivery

Q: How are the photos and items packaged?
A: All items are securely packaged to ensure that they arrive at their destination in a safe and secure fashion.

Q: What should I do if the artwork has been damaged during shipment?
A: We always want our customers to be as happy with their items as possible. If any of your items have become damaged during shipment please contact us via e-mail.

Q: What are my payment options?
A: All orders are paid for by credit card. We accept all major credit cards including Master Card, Visa, American Express, and Discover.

Q: What is your privacy policy?
A: myCapture abides by a very strict privacy policy (http://www.mycapture.com/privacy.asp).