FINDING YOUR School PHOTOS
Q: How can I find my school and event photos?
A: Click on the “View & Order Photos” button on the homepage. From there you will select your search criteria using your event name, event date, locator number, or password. Many events can be found by entering a portion of the name of the event or the date of the event. If your photographer gave you a Locator Number, PIN, or Password, this is the quickest way to view your photos. If you are still unable to find your event or photos online, please contact your photographer or call Customer Support at 860-470-7939.
Q: Is this the same website for ordering personal photos that I took or I own?
A: No, Our consumer ordering web page for uploading and ordering photos that you have taken or own is www.avonmotophotos.com.
Q: How do I find our team pictures?
A: If your team image did not appear with the individual photos, you can click on the team link at the top of the proof page to view all teams. If you are unable to find the image, please contact your photographer or call Support at 860-470-7939.
Q: Can I have my picture removed from your website?
A: Yes, please contact Customer Service at 860-470-7939 and we can remove the image for you.
GENERAL ORDERING QUESTIONS
Q: How do I place an order for my photo?
A: Once you find your photo, you can place your order by clicking on the thumbnail-sized proof. This will bring you to a shopping cart where you will enter the print size and quantity for that particular image. Select your image, choose your product, and add it to the shopping cart. Repeat these steps if you would like to order more than one image.
Q: The deadline to order has passed; can I still purchase my photos?
A: Yes, you may still order your photos. After the ordering deadline is passed, your photos go into our archives for up to 9 years. An archive fee may apply.
Q: Will my shopping cart be saved if I don’t place an order right away?
A: Your shopping cart may be saved if you have cookies enabled or you create an account and save your cart.
Q: When will my credit card be charged?
A: Your credit card will be charged once your order is placed.
Q: I am having trouble placing an international order; what can I do?
A: If you are having difficulty placing an order with a credit card issued from a non-US bank or shipping your photos outside the U.S., please contact our Customer Support Department at 860-470-7939. We can assist you in placing your final order.
Q: How do I know my order has been placed?
A: You will receive a confirmation email within 24 hours of placing your online order. If you do not receive a confirmation email, please contact our Customer Support Department at 860-470-7939 to confirm your order was completed.
IMAGING PROCESSING & CUSTOMER SERVICE
Q: Is there a difference in the quality of proof images compared to the final photo products?
A: Yes, the proof images are low resolution and have not been corrected in any way. The final photo products are printed at a much higher resolution and are corrected individually for color and density.
Q: How will the photograph be cropped on the final print products?
A: The cropping varies based on the different print sizes. You may crop your image on our website using our free cropping tool. Cropping will be slightly different from the proof size image.
Q: How do you protect my credit card information?
A: We are certified by First Data to utilize the best practices for security of credit card information. Your information is encrypted to prevent unauthorized use. All spaces where the information resides have limited access and the access is granted based on fingerprint. We are also in compliance with Payment Card Industry standards.
Q: When should I receive my online photo order? How will it be delivered?
A: Prints are normally shipped within 48 hours of receipt. You should receive the order via US Mail within one week, unless your order is a specialty item or you selected FedEx shipping. If you have placed an order at an event, please check with the photographer.
Q: Will my entire order come in one shipment?
A: Photos will be shipped in one package, except for larger sized prints, such as group photos, which will arrive separately. Any custom products, plaques, tassel frames, or framed prints will be sent out as separate shipments.
Q: My order has not arrived; who should I contact?
A: Please contact our Customer Support Department at firstname.lastname@example.org and a representative will assist you in locating your order.
Q: Can I make copies of my prints or the images online?
A: When you purchase images, the original image remains the property of MotoPhoto. To make copies of your photos legally, you must obtain permission from the photographer. We provide customers with digital products that include an image download which is intended to give you the convenience of digitally displaying your image online and the ability to print as many copies as you want. If you purchase a digital image, MotoPhoto can provide a copyright release.
Q: How do I obtain permission to use photos for editorial or advertising purposes?
A: All images are copyright protected. Call our Customer Support Department at 860-470-7939 to obtain permission to use the photos.
Q: Who can I contact if I have further questions regarding copyright?
A: Our Customer Support Department is open 10:00am-6:00pm Eastern Standard Time, Monday through Friday to answer any questions, address any problems as well as take any orders.
Q: What if I have a problem with my order?
A: At MotoPhoto we guarantee 100% satisfaction. If you are unhappy with your order, please contact your photographer to further assist you.
GENERAL PRODUCT INFORMATION
Q: What does “luster” mean?
A: Luster photos are printed on standard Kodak photo paper. These photos have a matte photo finish.
Q: What does “laminated” mean?
A: Laminated photos are printed on Kodak Professional Endura Matte photo paper. A thin plastic coating is added for a protective glossy finish and prevents any tearing, fading, water, and finger print damage.
Q: What does “metallic” mean?
A: Metallic photos are printed on Kodak Professional Endura Metallic photo paper. This creates a metallic appearance with vibrant colors.
Q: What is the resolution size of the digital image? Is this the highest resolution you offer?
A: Our photographers offer various file sizes; please check with your photographer for the highest resolution.
Q: What type of customization can I put on my products?
A: Depending on the product you select, you can include a variety of customization options. Most products include individual’s name, school or league name, and year.
Q: Can packages be split between different poses?
A: Our photo packages are designed to provide you with the best value and give you the most for your money. Value packages consist of multiple copies of a single pose and cannot be split between multiple poses. However, if you order a mix-and-match photo package, you will be able to choose multiple images.
Q: I don’t like the background, can I change it?
A: If your child was photographed on a “green screen”, a solid blue or solid bright green background, you have the option of choosing from hundreds of different backgrounds online. Otherwise, a background change is considered custom retouching. Please contact a customer service representative at 860-470-7939 for further assistance.
SCHOOL PICTURE DAY INFORMATION
Q: I don’t like any of the photos. Can my child have another sitting?
A: A retake day may be scheduled at the school, which should be listed on your school’s event calendar. All underclass retakes are free of charge. Please contact your photographer for further assistance.
Q: How do I select my yearbook pose?
A: If you are given the opportunity to choose your own yearbook photo, there will be specific instructions on how to do so. If you pick a photo outside of the instructed parameters, MotoPhoto reserves the right to choose a different image.
Q: Does my yearbook pose and the pose I order have to be the same?
A: No, you can purchase different poses from the pose chosen for the yearbook.
Q: What is my yearbook deadline?
A: Your yearbook deadline is typically determined by your school.
LOOK NO FURTHER, GET STARTED NOW
We are available to answer any questions you may have. Simply call the phone number listed below or click on the “Contact Us” button to send us an email.
11 East Main Street Avon, CT 06001 / (860) 470-7939