FAQ API

FAQs

QUESTIONS ABOUT YOUR PHOTOS?

Can I still order after the deadline date?

Yes! The deadline date is just to ensure you the fastest shipping time. After this date, it may take you some additional time to receive your order. We hold the photos for ordering for one year from the date of the event. After one year has passed, the photos will be removed from our system permanently. If you have any additional questions or concerns, please do not hesitate to contact us again.

Can I make copies of my prints online?

Konferge™ owns the copyrights to all images taken by our photographers. Except as otherwise required by law, you may not reproduce, distribute, modify, retransmit, or publish any copyrighted material without the express written consent of the copyright owner, including, without limitation, print or electronic reproduction, publication or any display of photography. Purchase of a digital download will provide the purchaser with all rights to reproduce the photo in any way.

What is your return policy?

Our goal is 100% satisfaction. If you are unhappy with your printed pictures, please contact our Customer Service Department and we will be happy to work with you toward a resolution. If you simply want a refund, return your photos and/or products with a note stating that you do not want them and we will be glad to give you a full refund for the original purchase price. Please note that digital images and CDs are not refundable

Where can I find my order status?

Please visit our online order tracking for order tracking information

How can I confirm you’ve received my order?

If you placed your order online, you will automatically be sent a confirmation email receipt within 24 hours of submitting your order. It will be sent to the email address listed during the ordering process. If you mailed in your order, once we receive it at our processing center, you can view the status online including order receipt and mailed dates. Orders status for online orders is available once you have received the email confirmation.

BILLING

Is the website secure?

We are constantly monitoring our systems to ensure the security of your information. When you are asked to enter sensitive information (such as a credit card number), that information is encrypted and protected using industry-standard SSL encryption.

Do the billing and Shipping addresses have to be the same?

The address information for your order does not need to be the same. Please make sure that the billing address is entered as the same address that the credit card bills are sent to. This billing information will not affect your shipping address.

Order Enquiry

when will I receive the link to download my images?

Digital images may be received in as little as 12 hours from the time that the order is placed and in no more than 3-5 business days from the order date. The link will be sent to the email entered during the ordering process.

When will I receive my CD?

The CD will arrive in 1-2 weeks from the order date. It is shipped separately from any other pictures or products.

When will I receive my DVD?

A DVD will take a minimum of 2-3weeks to arrive. If more than 3 weeks have passed since your order was placed, please contact customer service for an update on status.

When will I receive my prints, plagues, and framed prints?

Prints, Plaques, and Framed Prints will arrive in 10-14 business days from the date the order was placed.

When will I receive my tassel frame?

Tassel Frames will arrive in 10-14 business days from the order date.

Image Retouching

What are my options for correcting the tassel covering my face?

We offer custom retouching options online and over the phone during the ordering process. Please keep in mind that if the majority of the face is covered we will only be able to make the correction if there is a clear shot of the face also available. We will need a reference to remake the parts of the face that are covered by the tassel. There will be an additional charge for custom retouching.

How do I remove the background on my picture?

We offer custom retouching options online and over the phone during the ordering process. Please note that we can remove a few people from the background of most pictures, but we cannot remove the entire background if the photo was shot in front of a crowd (common in most “Close Up” poses). There is an additional charge for custom retouching.

My face appears shiny in the photograph, can anything be done?

We offer custom retouching options online and over the phone during the ordering process. If the shine is too extensive the photo would most likely be considered over exposed. Over exposure cannot be corrected. Otherwise, there is an additional charge for custom retouching.

Can the shadow in my photo be removed?

We offer custom retouching options online and over the phone during the ordering process. Please note shadow removal is mainly used to removeshadows from behind the image. If the event took place outside and the sun is causing shadows on the face or clothing we often cannot remove those shadows. There is an additionalcharge for custom retouching. Please contact customer service before you order the shadow removal if you are not sure whether or not it can be fixed.

Can the “red eye” be removed from my photo?

We offer custom retouching options online and over the phone during the ordering process. There is an additional charge for custom retouching.

Do you offer extensive facial retouching?

We offer customer retouching options online and over the phone during the ordering process. Extensive facial retouching can include, but is not limited, to acne removal, wrinkle reduction, gum removal, etc. There is an additional charge for custom retouching.

I have a stray hair in my photo. Are you able to remove this?

We offer custom retouching options online and over the phone during the ordering process. Please keep in mind that if the majority of the face is covered we will only be able to make the correction if there a clear shot of the face is also available. We will need a reference to remake the parts of the face that are covered by the stray hair. There is an additional charge for custom retouching.

Image enquiry

Can my blurry (out of focus) photo be corrected?

Unfortunately, we cannot correct a blurry image. We are very sorry for the error. The only option for resolving the issue is to replace the order with a different pose. If you would like to proceed this way please contact customer service.

My image is too light/too dark, can it be corrected?

If the image online or in your proof mailing is too light/dark, it will be automatically colour corrected at the lab to ensure proper skin tones. If your ordered photos came back and the image is still too light/dark to meet your satisfaction, please contact customer service for options.

What can I do if my eyes were close in the photo?

Unfortunately, we cannot open eyes. The eyes are too difficult to recreate and keep looking natural. We are very sorry for the error. The only option for resolving the issue is to replace the order with a different pose. If you would like to proceed this way please contact customer service.

Final Cropping

How will my final picture be cropped?

Automatic cropping will occur from the bottom of the image on all prints. More of the bottom of the image will be cropped off on an 8×10 than a 5×7 because of the different proportions of the print. Your proof closely matches the cropping of a 5×7 print. Smaller prints will show more of the image. For example, a 5×7 photograph is longer and narrower than an 8×10 picture so more cropping must be done from the bottom of the image when printing an 8×10.

I cropped my images but they did not look the same during checkout. Did the cropping saved?

The cropped image(s) will not show when checking out. As long as you saved your cropping for each image ordered your images would be cropped. Each image that was custom cropped will show “(Custom Cropping)” in the emailed order confirmation.

Why do I see a cropping option for all print sizes?

Unfortunately, not all print sizes can be custom cropped. The sizes that show in the cropping windows are the only sizes that cropping is available for. Please note that a 10×14 and a 2.5×3.5 wallet sized image will accept the cropping used for the 5×7 sized image.

I am trying to custom crop but nothing happens when I click the button. How can I use this feature?

The cropping options will appear in a new window. Please double check that you pop-up blocker has been disabled.

General

What types of image files are included in the CD or digital download?

Our full size images are provided in a compressed .jpg format and the file size is 1488×2240. This image size is large enough to print up to a 10″x14″ print

Can I make copies of my prints or the images online?

Konferge™ owns the copyrights to all images taken by our photographers. Except as otherwise required by law, you may not reproduce, distribute, modify, retransmit, or publish any copyrighted material without the express written consent of the copyright owner, including, without limitation, print or electronic reproduction, publication or any display of photography. Purchase of a digital download will provide the purchaser with all rights to reproduce the photo in any way.

What if the photo shown is not of me?

We do our best to ensure that each person is properly identified the first time. We apologize for our error. Please select the button “These are Wrong Photos” below the image. This will take you to a brief

What is your return policy?

Our goal is 100% satisfaction. If you are unhappy with your printed pictures, please contact our Customer Service Department and we will be happy to work with you toward a resolution. If you simply want a refund, return your photos and/or products with a note stating that you do not want them and we will be glad to give you a full refund for the original purchase price. Please note that digital images and CDs are not refundable.

Can I retake my photo?

Unfortunately, we do not offer retakes as all of our shoots are on location.