Any Questions?

Please read through the following questions!
If you still need our help please contact our customer support:!  


A. Finding and viewing your photos

1. When will my photos be online?

Your pictures will be online within 24 - 48 hours after the completion of the event. Register in advance on under GET NOTIFIED to ensure you’ll be informed via email as soon as your photos are online.


2. How can I find my photos?

Use the FIND YOUR PHOTOS box on the homepage, Just type in your event and your bib number or name, and you will be directed to your race photos.

If you have registered in advance for notification on you will receive a link that takes you directly to your pictures. 

If you have trouble finding your event, there are two boxes on the homepage where you can locate your race easily: 

- EVENT MAP shows you all FinisherPix events worldwide on a map 

- EVENTS AROUND THE CORNER lists all races that are close to you

- EVENT LIST shows all races sorted by event date 

- Via filter options on the left side of the event map and event list, search options can be generated precisely


3. Help! I can’t find my pictures! 

There can be a couple of reasons for this:

a) Please double check the correct entry of your event, name and/or bib number 

b) We were not able to identify the photos we’ve taken of you. Please have a look at our LOST & FOUND section. Here you will find pictures that we were not able to identify. 

c) On rare occasions and despite our best efforts we couldn’t capture any photos of you. Nevertheless, please also check the LOST & FOUND section. You can find the LOST & FOUND pictures in the left column of your personal gallery (VIEW ALL LOST & FOUND).


4. How do I search the LOST & FOUND section of the website?

A variety of circumstances surrounding the photography effort at events can make it difficult for us to identify bib numbers. (This could be due to your clothing, displacement of Bib, covered arms, other runners etc.) Nevertheless, ALL photos taken are posted on By using the filter-options (gender, discipline etc) unidentified photos can be easily found in the LOST & FOUND section. Make sure you don’t miss any of your photos and search this section, which you can find in the left column of your personal gallery (VIEW ALL LOST & FOUND).


5. How do I get my photos from the LOST & FOUND section to my personal gallery? 

If you find pictures of yourself in the LOST & FOUND section just click the THIS IS ME button and enter your bib number. Your photo will then be added to your personal gallery. 

If you find a photo of your friend just enter his/her bib number and click the THIS IS ME button. The picture will then be added to their personal gallery. 


6. Help! There are pictures that are not mine in my gallery!  

Sometimes additional photos are indexed to your race number. You don’t have to pay extra or be concerned about these photos in any way. You have two options:

- Contact our support-team at and the wrongly attached photos will be deleted. 

- In case you have ordered a package just delete the wrong pictures from your hard drive after you've received them.

- Please note the package prices do not alter because of deleting or adding photos.  


7. Is the quality of my final order better than what I see online?

Yes. We use small file sizes for quick and easy online viewing. Your final digital or printed order will be high resolution without watermarks. 


8. What are the file sizes of my digital images?

The file sizes per image typically ranges around 0.5 - 1.5 MB.
 This allows for sharp printouts of 30 x 45 cm (12 x 18 inches).

B. Products

1. What photo products are available?

Upon clicking on the shopping cart icon you will be directed to the preview page displaying all photoproducts. Depending on which event you took part in you have a choice between digital & printed photos in single versions or packages, plaques, frames and videos.


2. Can I order single photos?

Yes. Just click on the shopping cart icon that is displayed on each of your photos. Chose DOWNLOADS or PRINTS. Next to the product you can find the respective price. 


3. What does my video look like? 

Your video exists of several sequences that were taken along the course and at the finish line. You can watch a sample video that is displayed in your gallery. Click the video tab above your gallery and click on the play-icon. The video will be sent via email after 7 – 21 business days. 


4. This is not me in the video displayed online!

The video that is shown on the website is a sample video. Your personal video will only be produced after the placement of your order. 


5. I received my photos but not my video? 

When ordering the FinisherPix Photo Pack & HD videos, the photos will be sent to you by email as soon as they are available. The production of your video takes about 7 - 21 business days and will be sent to you by separate email. Please always remember to check your spam folder.


6. Where can I find information about the products?

If you click on a photo all products and information about it will open underneath the enlarged photo. Next to each product you have the symbol of an "eye" which shows you a preview of the product as well as an "i", which provides you the description of the product.


7. Where can I order Plaques & Frames? 

In case Plaques & Frames have been offered at your event, click on the shopping cart symbol in your gallery and a new mask with all products, such as FRAMES will be opened. There you can find all information and order options. Please note: USA shipping only.  

C. Orders

1. How can I order?

You can order online. 


2. How do I pay?

We accept Visa, Mastercard, American Express, Discover and Paypal.
  Payments by direct debit can only be made by Paypal.     


3. How will my order be confirmed? 

When the order is complete you will be directed to the THANK YOU page. 

4. What is the Satisfaction Guarantee?

Your satisfaction is very important to us. In case you are not satisfied with your order, please contact our customer service at and we will take care of your request as soon as possible. 


5. Is it possible to pre-order my pictures? 

At some of our partner events you have the option to pre-order your picture package during your registration process. If you take advantage of this you don’t have to bother about payment or your order anymore. This all has been done through the registration process. Some days after the race you will receive an email with the download links to your photos. Please note that refunds on pre oder picture packages are not possible.


6. Exchange and Refund

Please note that your digital photo orders as well as your pre orders and videos are non-refundable.

D. Delivery

1. What’s the delivery time of my order?

Digital: The email with photo links will be sent 24 - 48 hours after the placement of your order. Please notice that your digital photo orders are non-refundable.

Prints: Delivery time via post is about 7 – 10 business days. International shipping takes up to 3 – 4 weeks. 

Videos: A separate email with the link to your video will be sent 7 – 21 days after the placement of your order.  

M-Dot-Frames: Dispatched within 5 weeks from placing your engraving information (please note M Dot Frames are currently only available in USA)  

Plaques & Frames: Delivery time between 7 – 10 business days (please note M Dot Frames are currently only available in USA).     


2. How will I receive my digital order? 

You will receive a download link by email. You can also login on with your email-address and your password to download your pictures directly from your account. 


3. I ordered a digital photo but did not receive it?

Please double check your mailbox and spam folder as well as any file size restrictions. If you still cannot find an email with the download link please contact


4. How will I receive my printed photo orders?

We take care that your photos are wrapped and packed carefully. You will receive them directly at your doorstep via postal delivery.

5. I ordered a printed photoproduct but did not receive it?

If more than 14 days have passed since your order please contact
 Please notice that international orders (South America, Africa, Asia) take up to 4 weeks delivery time.


6. What if my photos are damaged?

Despite our efforts to protect all shipped orders, damages can occur. If your photos arrive in less than perfect condition please contact our customer service at
 We will send your order again free of charge. 

E. Other Questions

1. Is there anything I can do to ensure the best photos?

Yes! Please try to keep your bib number visible at all times. This means on the FRONT of your swim cap (if applicable) and your helmet and on the FRONT of your body when running. And espacially when crossing the finish line, also don't forget to smile into the camera and celebrate your accomplishment!


2. How can I make sure my support request is being handled effectively and quickly? 

Please always add the following information to emails addressing your name, your event, your bib number, your order ID (in case you have already placed your order).


3. How can I join your team as a photographer?

We are always on the look out for professional photographers to join our team. If you own your own digital SLR and live nearby an event we cover please contact us here.


4. Where can I find the terms and conditions? 

Please find our terms and conditions here


5. What's the conversion for centimeters and inches? 

The table below should give you some orientation regarding the sizes of our products. 


What our partners say...

"When we launched our new half marathon, The Hapalua, we knew that we could rely on FinisherPix to provide high quality photos and service to our runners. They create a variety of products at a great price for the runners, and for the race directors, they provide a professional, turn-key solution in this important race area."

President, Honolulu Marathon AssociationJim Barahal