Frequently Asked Questions

Q: How do I find my photograph right after the event?

A: You can leave your email address for us to contact you with your photographs before the images are posted online (typically in the first few days after the event). Simply 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.

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.fotojack.com) or by using the drop-down menu. Once you are on an event page, you can type in either your bib number from the event or your last name in the appropriate field. Please also search by partial bib number as well! Alternatively, you can click on the various categories found in the drop down menu on the race page.

Q: When I look for my photograph either by bib number or last name, I don't see my picture. How can I find my photograph?

A: The very nature of sports photography makes it a challenge for our photographers to take identifiable photographs of every participant. There are always some photographs where the bib or jersey number is either partially or totally obscured. Remember, you should always search by partial bib or jersey number as well. For example, if your bib number was 241, you should also search for 24 and 41! If you can't find a photograph or yourself - or if you'd like to locate possible additional photographs taken at the event - you may find it worthwhile to look through the "Unidentifiable Photos" section in your event. Additionally, many of our customers find it useful to search using bib or jersey numbers of friends or family that they participated in the event with.

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

A: Unfortunately, no. While we do our best to capture top-quality, identifiable photographs of every participant, the very nature of sports event photography make this impossible. While fotojack has been recognized as the leader for its coverage, quality, and customer experience, there are always a few participants who manage to wiggle by our photographers.

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. This will bring you to a shopping cart where you will fill in the particular product, print size and quantity.

Q: How do I add more than one image to my order?

A: To order more than one image, simply click on the "Back" button at the top of your browser page. This will bring you back to the thumbnails from your event 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 "View Cart" link at the top left of every page.

Q: I tried adding photographs to my cart, but haven't had any success. What's going wrong?

A: To order through the fotojack.com 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/Security Settings and check the "Enable Cookies."

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

A: Time to ship each order depends on the products ordered. Prints typically ship out in 5-10 business days (Digital Images are typically sent within 24 hours). All other products typically ship out in 2-3 weeks.

Ordering Options:

Q: I received my proofs in the mail. Can I still order online?

A: Absolutely. Just enter the photo identification numbers from the event's home page and place your order.

Q: What are the options to ordering online?

A: Fotojack makes it easy to order your photos. Either

Order online at www.fotojack.com.
Order via phone: 314.787.9304

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 rep-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 will load to their browser page quickly while still allowing fotojack to achieve top-quality prints when an order is placed.

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. Fotojack'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. All 5x7 commemorative photos will be cropped to fit our 5x7 template

Q: What type of process does Fotojack.com use to print photos?

A: Our lab facilities are equipped with state-of-the-art photo-finishing equipment. We use only genuine Fujicolor Crystal Archive photographic paper.

Q: Are your photos guaranteed?

A: Fotojack guarantees its prints unconditionally - if you are not satisfied with a photograph, simply contact us or return the merchandise within 15 days of receipt and we will either reprint your order free of charge or issue a refund.