Frequently Asked Questions

Can't find a photo?

Check Order Status

Contact us for all other requests including issues with an order.

Products

Ordering

Shipping

Payment

Privacy Policy

Products

Question: What type of paper, chemicals and machines are your photographs reproduced on? Answer: We print on archival quality Kodak papers. Kodak EDGE is used for matte and glossy and Kodak Endura is used for Lustre.
Question: Are the photos I will receive the same resolution as the images online? Answer: The resolution of the photos online has been reduced in order to conserve space and memory required to host them online. When we make prints of your photos, we use high-resolution files of the photos. Your prints will be crisper and more vivid than what you see on your computer monitor.
Question: How are the photos processed? Answer: We process using Archive Quality Kodak paper, which is RA 4. We use Kodak chemicals for all our prints. For our small format, which are 10x15 and smaller, we use Fuji Frontiers and Noritsu. For our large format prints, which are 11x14 and larger, we use Durst.
Question: Will the photos I order have a watermark on them? Answer: No. The watermark is an online feature only.
Question: Will the caption be printed on the photo? Answer: No. Captions will not be included on the photo you receive.
Question: What is the difference between glossy, matte and lustre? Answer: Glossy photos are printed on coated paper with a very smooth, shiny reflective surface. Glossy finishes have a high-contrast appearance and look slick to the touch when not under glass.

In contrast, matte finishes have a very smooth, non-glare finish. Matte finishes have a lower-contrast when printed and are often used to enhance the texture of a print and may be best suited for framing.

Lustre paper is the premier paper most preferred by portrait and wedding photographers and is considered more of a professional-grade paper. Lustre is often considered the finish "between" matte and glossy, and has a slight gloss with a subtle, often pearl-like texture. Lustre paper has a deeper color-saturization than matte as well as a higher contrast.
Question: What type of framing and matting material do you use? Answer: To be sure to complement and accentuate the quality of the photos we use high quality black vinyl veneered wooden frames with acrylic plexiglass and paper backing. If ordering a matted print, an evenly spaced white mat surrounds the photos with a beveled edge.
Question: How are images cropped? Answer: There are several options for image cropping. After you have selected the "Order Print" option, the cropping options will be displayed and explained.
Question: Do you hold the copyrights to your images? Answer: All copyrights are owned and controlled by myCapture's partners.
Question: Can I download the images? Answer: If a digital download is offered on the pricing sheet than it is available for purchase. If it is not listed than this affiliate does not sell digital copies of their photos.
Question: Can the photos be used commercially? (advertising, promotional materials, etc.) Answer: Any commercial usage must be approved by the individual publications first. For information on obtaining commercial/publication permission of a photograph please contact the publication.

Ordering

Question: Why can't I add items to my shopping cart? Answer: This issue can sometimes occur when a computer either actively blocks cookies from the domain mycapture.com or passively blocks all cookies. The following steps can often times correct this issue in Internet Explorer:
  1. Click the "Tools" menu and select "Internet Options..."
  2. Click the "Privacy" tab
  3. Click the "Sites..." button
  4. See if "mycapture.com" is listed in the window at the bottom under the "Domain" category. If it is there and the setting says "Always Block", you want to highlight that and click remove. If it isn't there, I would type "mycapture.com" into the "Address of Web site" field and click the "Allow" button.
  5. 5) Click the "Ok" button to save the settings.
Question: How do I order? Answer: Once you find your photo, you will see a “Buy This Photo” link or a small shopping cart icon. If you select this link you will be routed to the order page and you can fill out print size and quantity.
Question: Can I phone in an order? Answer: All orders must be placed online. This is to ensure the most accurate fulfillment of your order. Please contact the myCapture partner responsible for the photos you are ordering to see if they provide an alternative form of ordering.
Question: Are your online credit card transactions safe and secure? Answer: 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 Firefox and Microsoft Internet Explorer becomes locked, as opposed to un-locked, or open, when you are just 'surfing'.
Question: Can I cancel or change an order once I place it? Answer: Under normal circumstances you cannot cancel once the order is placed. We begin to process your custom order as soon as we receive it in order to enable the quickest possible delivery to you.
Question: If I start an order and leave the site, how long do items stay in my shopping cart? Answer: Items will stay in your cart for approximately 3 months.
Question: I can't find my photo on the site. Where can I locate it? Answer: If you cannot immediately locate the photo you appear in, try locating it through different categories within the photo galleries. If it is not found, the photo may not have been selected for posting. The individual publications choose which photos from each event will be posted online. There may be several reasons that photos do not make it to the website. (technical difficulties, poor image quality, etc.)
Question: Can I have my photos shipped to another location other than my billing address? Answer: Yes. When asked to confirm your billing and shipping address you may click edit next to the shipping. You may enter a different address for shipping on that page.

Shipping

Question: Can I return my order if I am unhappy with the finished product? Answer: Yes. Please contact us within 30 days to process a return.
Question: How long will it take to receive my photos? How are photos shipped? Answer: Orders typically ship within 24-48 business hours and you can select from the following mailing options:
Shipments within the United States:
  • 1st Class (USPS) Mail - up to 10 business days
  • Priority (USPS) Mail – up to 5 business days
  • Second Business Day – excluding weekends and holidays
  • Next Business Day – excluding weekends and holidays
Shipping options for deliveries outside of the United States vary depending on the country and items purchased. You will be able to view your shipping options during the checkout process.
Question: Am I able to track my shipment? Answer: Yes. If you select the “Order Status” link in the navigation bar you can track your shipment. You will need to enter you order ID and your shipping zip code.
Question: What should I do if I received the wrong items or I am missing items from my order? Answer: We always want you to receive the complete, accurate order. If you are missing items or received the wrong items, please send us an email containing the following information:
  • Your Name and mailing address
  • The Order Number
  • The items you were supposed to receive
  • The items you received in error, or the items you are missing
To return your order, please mail it to:
  • Returns/MyCapture
    1890 Beaver Ridge Circle
    Norcross, GA 30071
Also, be sure to include a note with the following information:
  • Your order number
  • The reason for the return
  • Your request for a reprint or refund
Please be sure to send your return merchandise back soon, as we are only able to process reprints or refunds within 30 days of the date the order was placed.
Question: What are the shipping costs? Answer: Shipping rates are dependent upon the total price of your order along with shipping location.
Question: Am I responsible for paying the shipping costs? Answer: Yes, the person paying for the items is responsible for payment of shipping and handling.
Question: How are the photos and items packaged? Answer: All items are securely packaged to ensure that they arrive at their destination in a safe and secure fashion.
Question: What should I do if the artwork has been damaged during shipment? Answer: We always want our customers to be as happy with their items as possible. If any of your items have become damaged during shipment please contact us via e-mail.

Payment

Question: What are my payment options? Answer: All orders are paid for by credit card. We accept all major credit cards including Master Card, Visa, American Express, and Discover.

Privacy Policy

Question: What is your privacy policy? Answer: myCapture abides by a very strict privacy policy (http://www.secondstreetmedia.com/PrivacyPolicy.aspx).

Other

Q: How does I Witness work?

A: View photos in the various galleries by clicking the photos or the links. Get a larger version by clicking the thumbnails. Comment on photos. Vote for the ones you think are best. Click the "submit your photo" link if you have one to add.

Q: How do I upload my photos to I Witness?

A: Click on the album you wish to upload to and then click "Submit a Photo." Fill in the required fields and you're on your way.

Q: Is there a limit to the number of photos I can upload to I Witness?

A: Each user may upload up to six images per user session. We've imposed a limit as this is a community web site and we want to avoid any one person dominating an album or category. That's just no fun.

Q: What types of image files can I upload to I Witness?

A: Easier to say what images you cannot upload to I Witness actually. I Witness images must be .jpg files of photos that you've taken. No uploading images that are retouched in any way. Do not upload your non-photo artwork, photos that you've found on the web, stock or celebrity photos, stuff that appears to be copyrighted by someone else, screenshots, panoramic or oddly sized photos. No content that's inappropriate for public areas or nudity. Nothing out of focus, underexposed or overexposed, unless it's done artfully.

Please pay attention to composition. Photos should be crisp, not too dark or blown out. We encourage good photography and a good viewing experience for the I Witness community.

We can only accept photos online, in the .jpg format. If your pictures aren't electronic, you can often work at copy centers, photo shops – even drug stores – to get your pictures scanned into a format that you can upload.

Q: What information should I include in my caption?

A: Your name or user name, when and where the photo was taken. Please do not use the caption field to advertise your website. The site will display the name you give us.

Q: What size images may I upload to I Witness?

A: I Witness only supports .jpgs. They can be of any size.

Q: I uploaded a photo to an album. Why isn't it showing up?

A: All photos go through an approval process before they appear on the site. If you've uploaded an image that falls into a category we don't accept (as specified above), we won't approve it. Otherwise, it will show up in the appropriate album once it is approved.

Q: I commented on a photo. Why isn't it showing up?

A: It is probably waiting on approval. But if your comment contains profanity or hate, it's not going up.

Q: How often do photos get approved?

A: Photos are approved daily.

Q: How will I know if a photo is accepted?

A: Unfortunately, we have no means of alerting individuals about every photo. If you follow the guidelines, however, there's no reason to think it won't be.

Q: Why do I have to enter my e-mail address to upload photos and post comments? Will I start getting spam and junk mail?

A: I Witness users submit their e-mail addresses and create user names to facilitate the functionality offered on the site. The St. Louis Post-Dispatch will not use any user information for any purpose other than those defined in the terms of use (click here to read more) without explicit consent from the users.

Q: Can my photographs appear in the newspaper?

They might. Don't be surprised if they do. Please be sure to read our terms of service (click here for more), which includes details about use of photographs uploaded here. If we do, we'll certainly want to use whatever caption information you can provide. We'll also want to identify the photographer. Your e-mail address can help us do that, too.

Q: What is your privacy policy?

A: The St. Louis Post-Dispatch adheres to a strict privacy policy.