help?

Here’s some answers to frequently asked questions

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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:

Ordering Online:

Ordering Options:

Image Processing and Customer Service:

Privacy and Security:


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.

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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.

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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.

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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.

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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.

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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 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.

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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 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.

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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.

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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 “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.

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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 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.

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Q: How long will it take once I order to receive my prints?

A: Prints typically ship in 1-2 weeks and products ship in 2-4 weeks.

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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.

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Q: What is included with digital retouch enhancement?

A: This enhancement was designed to provide minimal Photoshop correction to an image. When you purchase this enhancement you will be prompted to provide a description of what you would like to have done. Items covered with this retouching are:

  • Clean up facial blemishes
  • Clean up spots on clothing
  • Modify the finish clock in your photo - We can change the clock time in Photoshop, but please include the new time you would like applied in the description field.
  • Remove glasses from your face

Please be aware that any other requests for retouching that are not included on this list will be flagged by our QA team and then moved to contact customer so we can discuss what you would like done to the image. Other more difficult requests could require additional fees to complete. If you are unsure about your request feel free to call our customer service department to discuss before placing your order.

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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

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Q: Am I responsible for International Duties and Taxes?

A: Yes. Please be advised that international shipping and handling charges do not include any duties and taxes that may be levied by the destination country. Any additional duties and taxes are the full responsibility of the customer. If you choose to refuse to pay duties and taxes, the order will be returned to us. Upon receipt of return we will refund you the amount of your order less shipping charges.

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Q: Who is brightroom?

A: brightroom, Inc. is one the world’s foremost event photography companies. Based in Fort Worth, Texas, we photograph a great variety of events such as sports and corporate related events. From marathons and triathlons to awards functions and team and league sports photos brightroom covers it all. As a participant in one of these events, we may have contacted you via email or direct mail with the opportunity to buy your photos to commemorate one of your life’s accomplishments.

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Q: When do you charge my credit card?

A: We charge your credit card when you place your order. Since the products we make are each customized and personal (likely photos of you or someone you know participating in an event we photographed) we do not produce them until you order them and they have little value to anyone else. Unless otherwise noted, all our orders ship within thirty days.

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Q: What is this charge on my credit card?

A: You or someone you know most likely participated in an event that brightroom photographed and then placed an order with us for photographic products or services. Orders placed with brightroom may include photographic prints, frames, plaques, digital image CDs, digital image downloads, coffee mugs, mouse pads or almost anything you might imagine containing a photo.

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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.

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Q: What are the options to ordering online?

A: brightroom makes it easy to order your photos through 4 easy options.

  1. Order online
  2. 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.
  3. Mail. Print and complete the specific order form for the event and mail it to:
    brightroom, Inc.
  4.             3333 Quorum Drive, Suite 200
                Fort Worth, TX 76137
              
  5. Order via phone: (817) 439-6301

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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.

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Q: Why are order totals only shown in US Dollars?

A: All orders will be processed in US Dollars. Other currencies are not displayed because currency exchange rates can change daily and our website can not accurately keep up with these changes.

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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.

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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. 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.

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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.

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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 digital products or gallery downloads as there is no way to return them.

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.

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Q: Is this the highest resolution image you offer?

A: Yes. This is the largest image we have available. All images are a minimum of 1024x1536 pixels in dimension but may vary due to a variety of different types of cameras that are used to shoot our images. Rest assured the images you receive are of the highest quality and are the same file sizes we print from.

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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.

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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.

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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.

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Q: What are your holiday closures and order deadlines?

2014 brightroom Holiday Schedule for hours of operation.

2014 Domestic Holiday Shipping Cut Off Schedule.

Orders placed by noon on the dates above are guaranteed to ship on the following business day. Please be advised that Fed Ex does not guarantee delivery the week of Christmas. We will guarantee that your order will ship by this date, but will not be held responsible for our shipper’s failure to deliver in a timely manner.

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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.

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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.

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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.

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