CUSTOMERS - Frequently Asked 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: I ordered the wrong package.  Can I send it back and pay the difference, or do an even exchange for what I actually meant to order?

A: Unlike a retail store, our product is custom printed to order.  Like any custom ordered product from any store, we cannot turn around and sell it to another customer to make up our losses if you ordered incorrectly.  For that reason, we do not accept exchanges.  Please place your order carefully.


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.