FAQ

Common Questions and Answers

Customer Questions
Coach Questions

Customer Questions:

Q: What methods of payment do you accept?

A: We accept Visa, MasterCard, Amex, Cash, Check or money order made payable to “Most Valuable Photographers”.  We do not accept temporary or out-of-state checks, or any check that is not made out to MOST VALUABLE PHOTOGRAPHERS.

Q: What happens if my check bounces? 

A: In the case of a bounced check, we will make every effort to contact you for payment before the entire team order goes to print, so that your student can receive them along with the rest of the team.  At that time, the package price plus $30 for bounced check fees must be paid in the form of a credit card, given to us over the phone.  Due to our tight schedule for delivery, we cannot hold the package for a mailed payment.  If we are unable to reach you for payment at the phone number you list on your order envelope, we will not print your package.  Your photos would then be available only via www.mvpinc.smugmug.com, once you have paid the bounced check fee with us.  Envelope packages would no longer be available.

Q: What happens if my credit card is declined?

A: In the case of a declined credit card, we will make every effort to contact you for payment before the photos go to print, so that your student can receive them along with the rest of the team.  At that time, we will verify the card number, and possibly ask you for a different credit card for payment.  Due to our tight schedule for delivery, we cannot hold the package for a mailed payment.  If we are unable to reach you for payment at the phone number you list on your order envelope, we will not print your package.  Your photos would then be available only via www.mvpinc.smugmug.com .  Envelope packages would no longer be available.

Q: What happens if I forget that I used my credit card and I reverse the payment/do a charge-back?

A: If you do a charge-back to your credit card for any reason, we will hold your photos while we dispute the charge-back through our service provider.  Once the dispute is resolved, we will charge you an additional $30, payable via cash or money order only, for fees to our account as a result of your charge-back.  You would have a choice to come and pick up your photos, or pay an additional shipping fee to have your photos mailed to you.

 Q: When do I need to pay for my photos?

A: If you wish to purchase any of our packages at the envelope price, payment in full is due on the day of the photo shoot.  Photos will be available to order online at www.mvpinc.smugmug.com , starting the day the photos are delivered to the school.  Online orders will be accepted for a full year from the date of delivery.  NOTE: Memory Mates/Matted and Framed photos are available after the photo date for the full envelope price, but individual separate prints will not be included.  Added charges are incurred by us for short-run printing, shipping and handling.

Q: Can I reorder my pictures?

A: You can reorder group and individual photos as well a variety of fun products through our online service, www.mvpinc.smugmug.com for up to a year after the photos are posted.  NOTE: Memory Mates/Matted and Framed photos are available after the photo date for the full envelope price, but individual separate prints will not be included.  Added charges are incurred by us for short-run printing, shipping and handling.

Q:I don’t like my photos. What can I do?

A: If the problem is of a technical nature, we would schedule a reshoot at your school and exchange the new photos for the old ones, or you can return your photos up to a month after delivery for a full refund of the price of the returned photos.  We will not replace or refund for any photos which are not returned to  us.  Please contact our office for further details.

Q: I got the wrong photos.  What should I do?

A: If you receive incorrect photos, please contact our office to arrange replacement. 

Q: Do you digitally replace backgrounds?

A: For group photos only, we may enhance or replace the background either by coach’s request or because there were objectionable elements in the background. We do not offer any enhancement or replacement options of any kind for individual photos due to the sheer volume of photos we work with.  We offer light retouching (stray hairs, light blemishes) for an additional charge.

Q: Do I need to fill out the order envelope?

A: Please completely fill out the envelope.  Please make sure to print clearly.  If we do not have all of your contact information and there is a problem with your order, we will be unable to reach you and you will not receive photos.

Q: Do you provide props, sports equipment or uniforms?

A: We do not provide props, sports equipment or uniforms. We do bring posing bleachers as standard equipment if they are needed for the shoot.

Q: Why didn’t I get my group photo?

A: Sometimes a coach will put a group photo on hold so our graphics department can include the final team stats at the end of the season. In that case, we will hold the photos until the coach contacts us with final stats. If you didn’t receive your photo and other teammates at your level got theirs (V, JV, FS, etc.) please contact our office. To see if we’ve already started the reprinting process on any missing prints, please check your photo bag for an information slip. If you have a slip, we are aware of the problem and have already taken steps to correct it. All missed prints will be mailed to the address you provide on your order envelope.

Q: My pictures didn’t come with the order. I got a note saying they will be mailed. Will they be mailed to my home?

A: They will be mailed to the address you provided on your original order envelope that was turned in the day of the shoot. Please make sure to print clearly.

Q: Do you schedule make-up days if I miss the day of the shoot?

A: We do not schedule make-up days. Photo dates are planned in advance to accommodate the coach’s schedule.

Q: When will I get my pictures?

A: Your coach may hold your pictures for distribution at a banquet or other event, but our typical turn-around time is 4-6 weeks from the day of the shoot.

Q: How will the pictures be delivered?

A: The completed photo order for the entire shoot will be delivered to the coach approximately 4-6 weeks after the day of the shoot. Your coach may hold the pictures for banquets, etc. after that. If you waited longer than six weeks and still do not have your order, please check with the coach first.  If you would like to make arrangements for your photos to be mailed to you, please call our office for instructions.  Additional charges will apply.

Q: What is your return policy?

 A: If we cannot reshoot your photos, or if we are prevented from replacing them for other reasons, we will refund the price of all photos that are returned to us within 6 months of the date that they were delivered to our contact at the school.  We will reprint replacements or refund the price for all incorrect photos which are returned to us, but we cannot replace/refund anything that is not returned to us.  Please contact our office for further details.

Q: How much time do I have to report missing photos?

 A: We allow a 6 month grace period for paid packages/photos that were not received.  After 6 months, we can no longer print missing photos.  Please check your package carefully.

Coach Questions

Q: My yearbook needs pictures of my team.  How do I get them?

A: Our standard procedure is to provide the head coach at the photo shoot with a CD of groups, squads and/or mugs approximately 20-30 minutes after the photo shoot, on that same day.  Time will vary, depending on  how many photos need to be downloaded and burned to your CD.  And/or, we can connect directly with your yearbook staff via dropbox.com, a website that allows us to upload large photo files for direct download to a different computer – at no cost to anyone.  If these methods of yearbook photo delivery are not ideal for you, please speak to our office and we will accommodate your specific needs to the best of our ability.

Q: Do you provide props, sports equipment or uniforms?

A: We do not provide props,s ports equipment or uniforms. We do bring posing bleachers as standard equipment if they are needed for the shoot.

Q: How can I get mug shots, sponsor pictures, thank you cards, calendars, posters or any other special order?

A: Every shoot is different. Please inform us of your specific needs when you schedule so that we can be prepared on photo day.

Q: How far in advance do I need to schedule my pictures?

A: We prefer two weeks notice at least, but if our calendar permits you can call us to schedule as late as one week before the date you’d like to book.  We do not double-book under any circumstances; the time you schedule with us is yours alone and you will not be bumped from it to accommodate any other team.  If you cannot keep our appointment, please call us as soon as you know so that we can free the timeslot for other shoots.

Q: Do I need to call you if I can’t have the pictures taken on the day I scheduled?

A: Please call us to reschedule right up until the last minute if you are unable to make it for any reason, so we can notify our photographer. We do not double-book, so the time you reserve is yours alone. In most cases, we can immediately accommodate your schedule with a more preferable date if you call us as soon as you know you are unable to make the original scheduled time/date.

Q: How do I submit original graphics to print on my photos?

A: There are many different ways to do this. We try to make it as easy on you as possible while getting the best quality image to start with. The better the image is to begin with, the better it will be once it’s done. Sometimes we may photograph an image on a t-shirt or hat the day of the shoot. We can take pictures of any banners or images practically anywhere on your campus. We can find an image online and enhance it to create a custom logo exclusively for our use on your photos. You can email us as large an image as possible to graphics@mvpphotoinc.com  . We do prefer that you submit logos in a digital form, for the sake of detail clarity, however we will accept hard copies/photo copies so long as all detail is clear and the image is large enough to fill the page.  Please call our office with any questions, or discuss options with the person who schedules your photo shoot when you call for an appointment.

Q: Can I schedule consultation time with the graphic artist?

A: Due to the sheer volume of our workflow, in order to meet our quality standards and turnaround time, we are unable to offer private consultations with the graphic artist under any circumstances. Please discuss graphics options with the photographer on the day of the shoot, or call our office in advance and someone will be more than happy to discuss options with you.

Q: When should I expect to see proofs?

A: Due to the sheer volume of our workflow, in order to meet our quality standards and turnaround time, we are unable to offer proofs under any circumstances. Please discuss graphics options with the photographer on the day of the shoot, or call our office in advance and someone will be more than happy to discuss options with you.

Q: Can I get photos reprinted with the team stats when my season is over if they already have been printed?

A: We are entirely digital.  Because we do not offer gold stamping on our photos, it is not possible to add more graphics to photos which have already been printed. Please let your photographer know if you would like your group photo(s) held in our lab until the end of your season, so that we can include your final team stats in the graphics. Our standard delivery time for held photos is 2-3 weeks after you provide the final stat information to our office, unless there is a specific date eg. a banquet, that you must have them for.  If the banquet date is very close to the date you call us to take the photos off hold, we will do our best but cannot guarantee that they will be back for your banquet.  Please call us as soon as you know your final stats so we can start the process of getting the photos to you.

Q: How will photos be delivered? Do you mail them to individual homes?

A: Under most circumstances, photos will be delivered as a complete order to a location specified by the coach or contact, usually a front office or school athletic office. We do not mail photos ordered on the photo date to individual homes unless you make arrangements on the day you call to schedule your shoot. We do have order envelopes that include mailing/packaging fees, and they would need to be used instead of our standard envelope.  We cannot provide individual package mailing unless arrangements have been made with us at the time you schedule your photo shoot.  Photos ordered through our online service at www.mvpinc.smugmug.com will be mailed by that company directly to the address that they provide at the time of their online order.

Q: Does my staff get any complimentary group photos?

A: We do offer complimentary photos to the coaching staff, front office, athletic office etc.  This will vary according to how many students purchase photos on photo day, and according to what your specific needs are.  The photographer will ask about your needs after the shoot is finished, that same day.  We do all we can to accommodate all reasonable comp. requests so please feel free to ask.

Q: How much time do I have to report missing photos?

 A: We allow a 6 month grace period for paid packages/photos that were not received.  After 6 months, we will no longer print missing photos.  Please check your package carefully.

Q: What do we do if a coach or student is missing on photo day?

 A: If our minimum requirements are reached for adding people into the group photo, we will add missing individuals for the Varsity photo ONLY.  We will insert a single person into the Varsity photo.  We must be informed of the missing person before the group photo is taken.  If the shoot does not meet our requirements to add a person to the group photo, or if there is a second person that needs to be added, there will be an additional $150 charge.  If a student is put into the photo, they are required to purchase a package 3 or package 4, payable only with cash or money order on the day we come out to shoot their photo for the group.  We do not schedule multiple days to shoot photos to put into the group – everyone missing from the photo must show up on the same day at the same time for the add-in shoot.  Add-in shoots are limited to no more than 15 minutes.