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.
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 “Photo Browser” to visit the gallery of all
photographs from a race.
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.
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. You can also click on the “Photo Browser” to
visit the gallery of all photographs from a race, regardless if they were
identified or not.
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 this Picture” button 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: 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.
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 your what images you’ve ordered by clicking on the
“Shopping 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. Please note that these
are only available for print orders, they’re not an option on products. We are offering the following:
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. Colorization: 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: 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.
Q: What are the alternative options to ordering online?
A: brightroom makes it easy to order your photos through 3 easy options.
1. 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.
2. Mail. Print and complete the
specific order form for the event and mail it to:
brightroom, Inc.
3. Order via phone: 817-439-6301
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.
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: brightroom guarantees its prints unconditionally – if you are not satisfied
with a photograph, simply contact us or return the merchandise within 30 days
and we will either reprint your order free of charge or issue a refund.
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'. To learn more about SSL, Click Here.
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.
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.
A: No. You even have the option of ordering at the race
expo (this varies depending on the event). We record all runners and can make a
Personalized DVD for any finisher. However, the DVD products are available for
a limited time only. You can order up to 60 days after an event. Photo CD Information 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 attached 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 attached image(s) or any copyright is granted
as part of this release. brightroom,
Inc. retains all copyrights to the attached image.
Q: What is the guarantee policy with this item? A: Except in the event of a damaged product,
refunds or returns will not 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 attached 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 attached image(s) or any copyright is granted
as part of this release. brightroom,
Inc. retains all copyrights to the attached image. Q: What is the guarantee policy with this item? A: Except in the event of a damaged product,
refunds or returns will not be accepted.
DVD and Information:
Q: Do I have to order before the race?
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 15k, the Half Marathon, the 40k, and the finish line. We will have additional broadcast footage
that will show the overall race as well.
Q: Will my name and time appear on the screen?
A: Yes. Every time you appear in a video clip your name
and split time will appear on screen.
A: Yes. We use professional digital cameras with
high-quality lenses.
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 most expos
and post race events.
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 I select each personalized clip of me and immediately jump to that
scene?
A: Yes. GoActionVideo DVD's have all of the same DVD menu
options and controls that you are use to seeing with your DVD movie titles. You
can play the entire race video, pause, repeat, or jump to any selected split
location in the video using your DVD remote control.
Q: Can a Personalized DVD feature more than one runner?
A: Typically no. But there are certain cases where we can
do this. If you ran side-by-side the entire time with someone then this is possible, but due to technical
limitations we can only have one name and split time on-screen. If you wish to
order a DVD with two runners (you must fit the criteria) please contact
customer service before ordering.
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.
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 on this web site 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.
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 check out process, you will be prompted
to enter your name, finish time, bib number and telephone number. From here, complete step 2 of the check out
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?