Welcome to brightroom help. brightroom is committed to providing top quality race and 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 or give us a call at (817) 439-6301. Locating Photographs: How do I find my photograph right after the event? How do I find my photograph once the race photographs are available for viewing? When I look for my photograph either by bib number or last name, I don’t see my picture. How can I find my photograph? How does the “Lost and Found” section work? How else can I find my photo? Do you have photographs of every participant 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 prints? What is an overlay? What is the metric conversion for the photos sizes? Learn more about high-resolution images, cropping and our Professional Photo Printing Ordering Options: I received my proofs in the mail. Can I order online and avoid the 10% surcharge? What are the options to ordering online? Why is the mail order price different than the price I see 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 brightroom use to print photos? Are orders guaranteed? Is this the highest resolution image you offer? What does DPI mean? What is a megapixel? Can I print enlargements from this file size? 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 or advertising purposes? Locating Photographs: Q: How do I find my photograph right after the event? A: Before the images are posted online (typically in the first few days after the event), you can leave your email address for us to contact you with your photographs. Simply click on the event name on the front page of the site or use the drop down menu to find the event name, and fill out the form on the event page. The email that we send out will include a hyperlink directly to your unique photographs. back to top Q: How do I find my photograph once the race photographs are available for viewing? A: Once the photographs are posted online, you can access the photographs by first visiting the event page which is accessed by clicking on event name on either the site’s front page (www.brightroom.com) or by using the drop-down menu. Once you are on an event page, you can fill out either your bib number from the event or your last name in the appropriate field. Make sure you check the circle next to the field you choose before you hit “Search for Photos.” Alternatively, you can click on “View All Photos” to visit the gallery of all photographs from a race. back to top Q: When I look for my photograph either by bib number or last name, I don’t see my picture. How can I find my photograph? A: The dynamic nature of sports photography makes it challenging to take identifiable photographs of every participant. There are always some photographs where the bib number is either partially or totally obscured: if you can’t find a photograph or yourself – or if you’d like to locate possible additional photographs taken at the race – you may find it worthwhile to look through the “Lost and Found” section in your event. back to top Q: How does the “Lost and Found” section work? A: This section of each event is comprised of participants whose bib numbers were either partially or totally obscured – often by the participant’s own arms, clothing, or by others in the race. Typically, you limit your search by gender and photo type using the drop down menus. For instance, in a triathlon, you could search the “Lost and Found” for female cyclists. back to top Q: How else can I find my photo? A: Additionally, many participants find it worthwhile to search using the bib numbers and last names of friends and family whom they ran with. back to top Q: Do you have photographs of every participant for every event? A: Unfortunately, no. While we do our best to capture top-quality, identifiable photographs of every participant, the circumstances of sports event photography make this impossible. While brightroom has been recognized as the industry leader for its coverage, quality, and customer experience, there are always a few participants who manage to sneak by our photographers. back to top Ordering online: Q: How do I order a photo? A: Once you find your photo, you can order easily by clicking either directly on the thumbnail-size proof or on the “Order this Photo” button below the image. This will bring you to a shopping cart where you will fill in print size and quantity. back to top 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. back to top Q: How do I add more than one image to my order? A: To order more than one image, simply click on the “Add photos to cart” link at the top of the “Shopping Cart” page. This will bring you back to the event page, from which you can easily add additional prints. At any time during the ordering process, you can view your what images you’ve ordered by clicking on the “Shopping Cart” link at the top of every page. back to top Q: I tried adding photographs to my cart, but haven’t had any success. What’s going wrong? A: To order through the brightroom 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. back to top Q: How long will it take once I order to receive my prints? A: Time to ship each order depends on the products ordered. Prints typically ship out in 7-10 business days. All other products typically ship out in 4-6 weeks. back to top Q: What is an overlay? A: For many events, brightroom offers an overlay with either the official event logo or the event name, date, and location in the bottom of the image. back to top Q: What is the metric conversion for the photos sizes? A: 4x6 inches = 10x15 cm, 5x7 inches = 13x18 cm, 8x10 inches = 20x25 cm, 12x18 inches = 30x45 cm back to top Ordering Options: Q: I received my proofs in the mail. Can I order online and avoid the 10% surcharge? A: Absolutely. Just enter the photo identification numbers from the event’s home page and place your order. Prices for orders placed through the mail or fax typically include a 10% surcharge. Online orders are not subject to this surcharge. It is not necessary to use a promotional code to receive this discount. back to top Q: What are the options to ordering online? A: brightroom makes it easy to order your photos through 4 easy options. Order online 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: brightroom, Inc. 3333 Quorum Drive, Suite 200 Fort Worth, TX 76137 Order via phone: (817) 439-6301 back to top Q: Why is the mail order price different than the price I see online? A: Brightroom includes a 10% surcharge for mail/fax orders. Simply order online to avoid this surcharge. back to top Image Processing and Customer Service: Q: Will the photo I receive have similar quality to the one I see in the proof on the screen or in my mailer? 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 brightroom to achieve top-quality prints when an order is placed. back to top 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. brightroom’s lab addresses each image individually at the time of printing to determine the best manner to crop images to preserve the shot’s appearance. back to top Q: What type of process does brightroom use to print photos? A: brightroom employs state-of-the-art digital processing using silver halide printing equipment. All images are printed on high-quality photo paper. back to top Q: Are your photos guaranteed? A: brightroom 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. back to top Q: Is this the highest resolution image you offer? A: Yes.  This is the largest image we have available.  Since we shoot millions of images per year all our images conform to a manageable standard. 1024x1536 pixels in dimension. back to top Q: What does DPI mean? A: Dots per inch (DPI) is a measure of printing resolution, in particular the number of individual dots of ink a printer or toner can produce within a linear one-inch (2.54 cm)space. back to top Q: What is a megapixel? A: A megapixel is 1 million pixels, and is a term used not only for the number of pixels in an image, but also to express the number of image sensor elements of digital cameras or the number of display elements of digital displays. back to top Q: Can I print enlargements from this file size? A: Yes. This is the same image we use to print all our prints.  It is adequate to enlarge to a 20x30 poster size. back to top 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. back to top Q: How do you protect your users privacy? A: brightroom 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. back to top Q: How do I obtain permission to use photos for editorial or advertising purposes? A: All images are copyright protected by brightroom, Inc. You must have written permission to publish any materials created by brightroom, Inc. This copyright policy also applies to our website. Please contact us for your specific requirements. back to top