FAQ – Finisher Pix
A. Locating / Viewing Photos
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1. When will photos be online?
Our goal is to have photos online as soon as possible after an event. In some cases, this can be within 24 hours of the completion of the event, but due to the variety of event venues and related circumstances, it can take as long as 3 or 4 days. One way to ensure you are informed on the photo availability is to complete the form on the event page on www.finisherpix.com with your email address prior to the event. By doing this, you will be notified as soon as photos are online.
2. How do I find my photos?
If you receive an email from us after the event, a direct link will take you to the photos we have identified for you. If you are starting from the event page on www.finisherpix.com, you will be asked to enter some information such as your surname and/or bib number. Once you have done this, you will be directed to the photos we have identified for you.
3. What if I can’t find my photos?
There can be a couple reasons for this. First, please double check that your search is being conducted from the correct event page using the correct spelling of your name & the correct bib number. If this does not produce your photos, it is possible that despite our best efforts we did not capture any photos of you OR we were not able to identify the photos we captured of you. It is always worthwhile to search the “Lost&Found” section since bib numbers can be obscured for a number of reasons (clothing, arms, other runners). If you do locate a photo(s) of yourself from theLost&Found section, please make a note of the Photo ID & contact our Customer Service center at support@finisherpix.com so that the photo(s) can be added to your gallery.
4. How do I search the Lost&Found section of the website?
Because of the variety of circumstances surrounding the photography at the events, it is not always possible to identify all of the bib numbers in all of the photos we take. Nevertheless, ALL photos taken are posted to www.finisherpix.com. We always encourage event participants to search this section for additional photos of themselves and/or their friends.
5. I found a photo(s) of myself and/or my friends in the Lost&Found section. How do I get these photos into the correct galleries?
If you find a photo of your friend(s), we suggest using our “share photo” feature to send a link to the photo(s) to your friend’s email. This way, they can have it added to their gallery. If you find a photo(s) of yourself, please make a note of the Photo ID(s) & contact our Customer Service center at support@finisherpix.com so that the photo(s) can be added to your gallery.
6. Is the quality of my final order better than what I see online?
Yes. In order to optimize your online experience, file sizes are reduced & photos are watermarked. Our goal is to have each and every customer satisfied with their order so you can be rest assured your final order will be top quality.
7. What are the file sizes for downloadable images?
This varies based on the original image, but the range is typically between 750kb – 1.5MB
B. Ordering photos & photo packages
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1. What photo packages are available?
Upon selecting one of your photos, you will be directed to the page displaying all products. The product line will always consist of digital options & printed photo options.
2. How can I order?
Orders may be placed via our online ordering system, fax, or phone.
3. How do I pay?
We accept Visa or Mastercard for payment.
4. How do I confirm my order was placed successfully?
Upon completion of your order, you will receive a confirmation number. Please save this confirmation number for any future correspondance.
5. What is the Satisfaction Guarantee?
Many of our customers are repeat customers so it is important that our customers are happy with their experience. If for any reason you are not satisfied with your order, please contact Customer Service at support@finisherpix.com for additional help.
C. Delivery of order
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1. How long will it take to receive my order?
Digital orders are delivered within 24 hours of the order being placed. Printed photo orders are shipped via Post and are usually delivered within 10 days, depending on service delivery schedules to your region.
2. How are digital photo orders delivered?
Digital photos are delivered via download. Upon ordering a digital photo package, you will receive a link via email that will allow you to download your digital photos.
3. I ordered a digital photo product but did not receive it?
Because digital photo orders are delivered via download, please double check your email folder and related SPAM folders as well as any file size restrictions. If you still cannot locate it, please contact support@FinisherPix.com
4. How are printed photo orders delivered?
Printed photo orders are carefully packaged and shipped via the Postal Service.
5. I ordered a printed photo product but did not receive it?
If more than 14 days have passed since placing your order, please contact Customer Service.
6. What if photos are damaged?
Despite our efforts to protect all shipped orders, damage does sometimes occur. If this happens with your order, please contact Customer Service (support@finisherpix.com)
D. Other questions
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1. Is there anything I can do to get great photos?
YES! Even though our exact photo positions are not always known until race day, it is always helpful keep your bib / race number visible at all times. This means on the FRONT of your body when running, on the FRONT of your helmet if cycling, and on the FRONT of your swim cap if swimming. In addition, we will always have photographers at the finish area, so when approaching the finish, be sure to smile and celebrate your accomplishment!
2. I would like to take photos with FinisherPix…is this possible?
Finisher Pix is always on the lookout for people to join our team. If you own your own digital SLR and live nearby to an event(s) we cover, please contact jobs@finisherpix.com for more information.