FAQ

CONTACTING US

Hours:

Tuesday-Friday:  9:00am – 5:30pm;  Saturday 9:00am – 12:00pm

Phones

Q:  Why do I just get a voice message every time I call?
A:  We may be helping another customer or are in a photo session.  Please leave a message and we will return your call.

Q:  Why do you not return calls?
A:  We return EVERY call unless:

  1. 1. You didn’t leave a phone number, (which happens a lot).
  2. 2. You didn’t speak clearly/we couldn’t understand you.
  3. 3. You called but hung up and didn’t leave a message.
  4. 4. We called you back but your voice mail is full and not accepting new messages.
  5. 5. We called you back but your voice mail is not set up and can’t accept messages.
Email:

The best way to contact us is through email on the Contact Us page.
To avoid delays, please give as much information as possible so that we can try to have an answer for you when we reply.
Please allow 24-72 hours for a reply, based upon the same phone hours above.

When Contacting Us

Don’t be hateful.  We are human and we will make mistakes, just like you do.  If there is a problem, we will fix it but there is no excuse for being hateful.

 

Ordering

Q: How do I order?
A: Ordering can be done through our website by clicking the “Online Viewing & Ordering” link at the top of the page.  We strongly recommend you read the information on the “Online Ordering Help” link at the top of the page before you proceed to the galleries.  So many of your questions can be answered on that page.

Q:  Do you collect/keep my payment information when I place an online order?
A:  No.  When you place an order through the website, it is done through a secure third party vendor.  They never send us your payment information.

Q: What is my “Online Code”?
A: That will vary depending upon the type of event it is:

  •      -School, sports, or seniors: student’s school ID number. If it leads with a zero and doesn’t work, try leaving off the leading zero.
  •      -Family & Children sessions: code is code is determined by person who booked the session.

Q: What email address do I use?
A: Any valid email address will work.  You will receive an order receipt so we recommend you use the address that you want your receipt to come to.

Q: How long does it take to receive my order?
A: Anywhere from 2-4 weeks. This is due to the the large volume of orders we receive and the post-production editing processes. There is a lot that has to happen to get your images ready for us to print.

Q: Can I get my order faster?
A: Yes, rush services are available for an additional fee.  At the time of ordering, you can add the Rush fee on if you choose.  The expedited time applies to business days and does NOT include post office delivery times or if we are waiting on you to follow up with any questions/problems with your order.

Q: Do you retouch my images?
A: If it is a senior or family/children portrait order, retouching is included on anything that WE are going to print for you.  Digital files are NOT retouched unless it is one we are printing for you.  If it is a school/sports/event order, then retouching is NOT included.  Retouching can be added for an additional fee to school/sports/events.

Q: Do you sell digital files?
A: Yes, we offer digital file options.  Files are the same high resolution that comes out of our cameras. A full copyright release is included.

Q:  How are the digital files sent to me?
A:  Depending upon how many and how large the files are, we will either email them or upload them to Google Drive.  If we use Google Drive, we will email you a link to access and download the files to your computer.

Q:  I got an instant download but it is not print quality.
A:  For a few items, there is an instant download available and you do get an email that says your files are ready.  However, this is NOT the final product.  After we process your order, we will then send you the actual high resolution file.

Q:  Why do the images look fuzzy/low resolution when I am viewing?
A:  This happens because we do not upload high resolution files.

Q:  My social media download is not print quality.
A:  Correct.  It is only meant for online posting, not printing.  Retouching is NOT available for social media downloads.

Q: Do you print my images in your office?
A: No. We have always used a professional print lab and will continue to do so. This is done because their quality is superior to any printer/paper purchased off the shelf at an office supply store.

Q: How do I receive my order?
A:–Portrait Orders: All portrait orders will be mailed to you.
School/Sports: If ordered before a designated due date, you may choose to have them delivered back to the school. Anything after the due date will be charged a mailing fee and mailed through the U.S. Postal Service.

Q: How do you mail pictures without them getting bent?
A: We don’t just fold them and stick them in a No. 9 envelope as some seem to think. We use cardboard mailers for all pictures and they are clearly marked “Photos – Do Not Bend”.

Q:  Can I pick up my order at your location?
A:  No, we do not have a pickup location.

MISCELLANEOUS

Q: What is your policy on returned checks?
A: Returned checks are handled by an outside check collecting service, Cashflow Solutions, Inc. Under agreement of this check collecting service, checks are presented ONLY ONCE by our bank. If the check is returned after this first presentation, our bank transfers the check to Cashflow Solutions, Inc. for recovery and it is out of our hands. You will need to contact Cashflow Solutions, Inc. to make payment. After they collect and process your payment, it is not immediately sent to us. We only receive payments from them once a week. The returned check charge is around $30.00 for each check. You can contact them at 1-800-460-0124 or www.followthefrog.com