Frequently Asked Questions
Finding Your Photograph
Q: How do I find my photograph right after the event?
A: You can leave your email address for us to contact you with your photographs before the images are
posted online (typically in the first few days after the event). Simply 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.
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Q: How do I find my photograph once the event 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.fotojack.com) or by using the
drop-down menu. Once you are on an event page, you can type in either your bib number from the event or your last name
in the appropriate field. If a tournament, use the drop down menu to look for your team or game. Alternatively, you
can click on "All Photos" to visit the gallery of all photographs from an event.
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Q: When I look for my photograph either by number, team or last name, I don't see my picture. How can I find
my photograph?
A: The very nature of sports photography makes it a challenge for our photographers to take identifiable
photographs of every participant. There are always some photographs where the bib or jersey number is either partially
or totally obscured. Remember, you should always search by partial bib or jersey number as well. For example, if your
bib number was 241, you should also search for 24 and 41! If you can't find a photograph or yourself - or if you'd like
to locate possible additional photographs taken at the event - you may find it worthwhile to look through the
"Unidentifiable Photos" section in your event. Additionally, many of our customers find it useful to search using bib
or jersey numbers of friends or family that they participated in the event with.
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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 very nature of sports event photography make this impossible. While fotojack has been recognized as
the leader for its coverage, quality, and customer experience, there are always a few participants who manage to wiggle
by our photographers.
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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. This will bring you to a shopping cart where you will fill in the particular product, print size and quantity.
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Q: How do I add more than one image to my order?
A: To order more than one image, simply click on the "Back" button at the top of your browser page.
This will bring you back to the thumbnails from your event from which you can easily add additional prints. At any
time during the ordering process, you can view the images you've ordered by clicking on the "View Cart" link at
the top left of every page.
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Q: I tried adding photographs to my cart, but haven't had any success. What's going wrong?
A: To order through the fotojack.com 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."
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Ordering Options
Q: What are the options to ordering online?
A: Fotojack makes it easy to order your photos. Either order online at
www.fotojack.com or order via phone: 314.787.9304.
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?
A: The proofs you see online are screen-resolution rep-resentations 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 will load to their browser page quickly while still allowing fotojack to achieve
top-quality prints when an order is placed.
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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. Fotojack'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. s
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Q: What type of process does Fotojack use to print photos?
A: Our lab facilities are equipped with state-of-the-art photo-finishing equipment. We use only
genuine Fujicolor Crystal Archive photographic paper.
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Q: Are your photos guaranteed?
A: Fotojack guarantees its prints unconditionally - if you are not satisfied with a photograph, simply
contact us or return the merchandise within 15 days of receipt and we will either reprint your order free of charge or
issue a refund.
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Q: How will the photograph be cropped for use on a 5 x 7 commemorative?
A: As photographs are enlarged or minimized, the height/width ratio will changes as well. Due to the
fact that approximately 1 inch of the print will be used for the commemorative portion of your photo, please expect that
there will be some cropping especially near the bottom of the image. Our technicians strive to place the main focus of
each image as close to the center of the print as possible.
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