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. Visit
www.ingnycmarathonphotos.com and fill out the form. The email that we send out
will include a hyperlink directly to your unique photographs.
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 www.ingnycmarathonphotos.com. Once you are on the event page,
you can fill out either your bib number or your last name in the appropriate
field.
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.
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.
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.
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” link below the image. This will
bring you to an enlarged version of this image as well as the shopping cart
where you can select from a variety of prints and products.
Q: How do I add more
than one image to my order?
A: To order more than one image, simply return to your photo gallery and select
another image. At any time during the
ordering process, you can view the images you’ve ordered by clicking on the
“Cart” link at the top 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 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.
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 usually ship
within one business week of order receipt. Other products such as posters,
plaques, photo mats, medal stands, and videos all ship
within 4-6 business weeks of order receipt. All print orders are shipped 1st
class US Postal Service, and product orders are shipped via FedEx Ground.
Q. What are enhancements?
A. Enhancements are various changes and additions that can be made to your images from their original form. We offer a variety of enhancements including:
1. Overlay: For all events, brightroom offers an overlay with either the official event logo or the event name, date, and location in the bottom of the image.
2. Black and white: The photo of your choice printed in classic black and white
3. Color Spotlight: For the photo you select, the subject will be enhanced in vivid color while the remaining background of the photo will be in black and white
4. Virtual Clock: On the photo you choose, your finish time will be printed on a virtual “race clock” along with the race logo (if available) and the event information on the bottom of print.
5. Lamination: The print you select will be sealed with a UV Protectant laminate to ensure long life and protection.
Ordering Options:
Q: What are the
alternative options to ordering online?
A: brightroom makes it easy and secure to order your
photos online but alternatively if you have questions or need assistance
placing your order you can call us at and order via phone: 817-439-6301
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 a 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.
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.
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.
Q: Are your photos guaranteed?
A: 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. Please note that we do not offer a
refund on DVD’s, digital products or gallery downloads.
Damaged Shipments
The carrier is
responsible for all items damaged during shipping. If you receive a damaged
order, please contact us immediately so that we may notify the shipping company
of the damage. Claims for damaged shipments must be submitted within 14 days
from the date that the order was shipped to the customer. Claims exceeding
these deadlines will be declined by our carrier, and accordingly, by brightroom, Inc. If you wait longer than 14 days of receipt
to notify us of a damaged shipment you will be responsible for shipping charges
on the resubmitted item. To process a claim, brightroom,
Inc. must be notified to include a description of the damage and/or lost items
to determine the exact claim to be submitted. All packaging with damaged
good(s) must be saved for pick up and inspection as part of claims process. All
goods leaving our dock are properly packaged in unblemished condition for
arrival intact to customer designation, notwithstanding shipper negligence in
handling.
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 (activated), as opposed to un-locked, or open, when you are just
'surfing'.
Q: How do you protect your users privacy?
A: brightroom abides by a very strict privacy policy.
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.
DVD and Information:
Q: Do I have to order before the race?
A:
No. You even have the option of ordering at the race expo. We record all
runners and can make a Personalized DVD for any finisher. However, the DVD
products are available for a limited time only.
Q: I just ordered a DVD, when will I receive it?
A: We start shipping Personalized DVD's 4-6 weeks after an event. Due to high
order volumes delivery times may take longer, so please be patient.
Q: Will I see myself in my Personalized DVD?
A: You sure will! We have multiple cameras positioned at selected timing points
so that every athlete is video taped. Typically, we
use between 6 - 20 cameras for multiple angles and position our cameras
differently for every type of race. For example: In the marathon we will have
cameras at the 10K, Half Marathon, the 40k, and multiple angles finish
line. We will have additional broadcast
footage that will show the overall race as well.
Q: Will the camera follow me?
A: No. Personalized video clips require that we lock down the camera at
specific locations. However, you may record a personal greeting at the expo.
Q: How long are my video clips?
A: Depending on the scene and the camera angle, some shots will be up to 30
seconds and others will produce shorter clips, approximately 10 seconds.
Q: Can a Personalized DVD feature more than one runner?
A:
No. DVD products can only include one
participants bib number.
Q: What if I can't run or don't finish the race?
A: Unfortunately we cannot offer you our products if you did not finish the
race or if your timing device is not scored by the various timing
locations. Make certain to follow the
instructions on the proper usage and placement of your timing device and make
sure your bib number is visible on your chest facing front throughout the
event.
Q: Will my Personalized DVD work with my current DVD player?
A: There are thousands of DVD player models. A list of all compatible /
incompatible players would be incomplete and impossible to maintain up-to-date.
Look in the DVD player manual (or ask Technical Support of the manufacturer) if
the player will play DVD-R's. In order to avoid disappointment and unnecessary
expenses, please make sure that your DVD player can play DVD-R's.
Q: Will my Personalized DVD work with my European DVD player / Is there a PAL version?
A: Our DVD's are created using the NTSC format and they are NOT region encoded.
However, almost all DVD players sold in Europe play both NTSC and PAL DVD's
since Europe imports a lot of American made movies, these multi-standard DVD
players convert the NTSC signal to PAL which most European TV's can interpret.
Q: Is my Personalized DVD encoded for a specific region?
A: No. We do not region encode our DVD's. They are set to play in all regions.
Q: What is the return policy on Photo CD’s,
downloadable image(s) and DVD’s?
A: Damaged or non-working products are eligible
for an equal replacement. Refunds or
returns on digital products cannot be accepted.
Photo CD Information
Q:
What does the Photo CD contain?
A: The Photo CD will contain each image
we take of you during the event, presented in full high resolution .jpg quality
(this is the digital equivalent of the film negative) The actual dimensions of each image is
1431x2144 pixels, the memory size of the image can vary. The images on the Photo CD are direct copies
of ones that we use to produce high quality prints of various sizes.
Q: I found more images of myself in
the Lost and Found gallery, how do I make sure that these images will be included
on my Photo CD?
A: Prior to placing your order, you
should email support@brightroom.com, and let us know exactly which photos
should be included with your personal gallery; be sure to include complete
photo ID numbers. Please note, only
those photos that the subject is directly in can be included in that
gallery. Once you have done this, please
allow 48 hours for those photos to be uploaded to your personal gallery, at
which time you can place your order for the Photo CD.
Q: How do I go about placing an order
for this item?
A: From your personal gallery, all you
need to do is select one image and then choose the Photo CD item from the
shopping cart. Once you have done this,
you can go back to your personal gallery and select any other additional prints
or products that you would like. And
when you are done shopping, on step 1 of the checkout process, you will be
prompted to enter your name, finish time, bib number and telephone number. From here, complete step 2 of the checkout
process and your order will be complete.
Q: Am I able to print these images on
my personal printer or can I take them to a professional lab for production?
A: Yes you can. In purchasing this item, we grant you license to make prints from the various files, and to use the images for any other personal use, but we don’t grant any copyright to the image. Other than the uses expressly listed above, no other use of the image(s) is authorized and any other use is specifically prohibited without express written permission of brightroom, Inc. No other express or implied license of the image(s) or any copyright is granted as part of this release. brightroom, Inc. retains all copyrights to the image.
Q: What is the return policy on Photo CD’s,
downloadable image(s) and DVD’s?
A: Damaged or non-working products are eligible
for an equal replacement. Refunds or
returns on digital products cannot be accepted.
High Resolution Image
Q: What does the High Resolution Digital Image contain?
A: Offered for a single chosen image, this is the digital equivalent of the film negative. The actual dimensions of each image is 1431x2144 pixels, the memory size of the image can vary. The image is a direct copy of the one that we would use to produce high quality prints of various sizes.
Q: How do I receive the High Resolution Digital Image?
A: The image will be sent to the email address that you provide. Note: be sure to provide an email account that will permit an image attachment.
Q: Am I able to print this image on my personal printer or can I take it to a professional lab for production?
A: Yes you can. In purchasing this item, we grant you license to make prints from the digital file, and to use the image for any other personal use, but we don’t grant any copyright to the image. Other than the uses expressly listed above, no other use of the image(s) is authorized and any other use is specifically prohibited without express written permission of brightroom, Inc. No other express or implied license of the image(s) or any copyright is granted as part of this release. brightroom, Inc. retains all copyrights to the image.
Q: What is the return policy on Photo CD’s,
downloadable image(s) and DVD’s?
A: Damaged or non-working products are eligible
for an equal replacement. Refunds or
returns on digital products cannot be accepted.