Help
 
Welcome to TODD REINERIO help. TODD REINERIO is committed to providing top quality photography services. 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 at tequilainc@aol.com or give us a call at 865-583-0303.

Locating Photographs Ordering Online 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 event 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.backprint.com/tequila) or by using the drop-down menu. Once you are on an event page, you can find photos using the search fields provided. Make sure you check the circle next to the field you choose before you hit "Search for Photos." Alternatively, you can click on the "Photo viewer" link to visit the gallery of all photographs from the event.

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Q: How does the "Lost and Found" section work?

A: This section of each event is comprised of photos that are not associated to a particular event attendee. Typically, you can limit your search by photo category using the drop down menus.

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Q: Do you have photographs of every participant for every event?

A: Unfortunately, not always. While we do our best to capture top-quality, identifiable photographs of every participant, the circumstances of event photography make this challenging. While TODD REINERIO 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 next to 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 "Browse Some More" button at the bottom of the "Shopping Cart" page. This will bring you back to the event photos, 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 TODD REINERIO 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/Privacy Settings and check the "Enable Cookies and check the "Enable Cookies".

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

A: Time to ship each order depends on the products ordered. 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, TODD REINERIO 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 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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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?

A: The proofs you see online 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 TODD REINERIO 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. TODD REINERIO'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 TODD REINERIO use to print photos?

A: TODD REINERIO 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: TODD REINERIO is committed to quality products and your satisfaction is 100% guaranteed!

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, our guarantee policy does not cover Digital Products. Except in the event of a damaged product, refunds or returns for Digital Products will not be accepted.

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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: TODD REINERIO 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 TODD REINERIO You must have written permission to publish any materials created by TODD REINERIO This copyright policy also applies to our website. Please contact us for your specific requirements.

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