FAQs

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FAQs 2017-02-13T18:55:34+00:00

Have a question for us? We can help!

How can I order before the event begins? 2017-02-07T17:31:05+00:00

You can pre-order online using our secure ProEventPhoto store.

How can I order at the event? 2017-02-07T17:31:00+00:00

Please visit the ProEventPhoto sales table, and see one of our on-site sales staff to place an order at the event. They will be more than happy to assist you in placing an order.

There, you can also view your photos before you order, and see sample products that we are offering at your event!

What is the difference between Standard Size and Full Size files when ordering at or before the event? 2017-02-07T17:30:55+00:00

Standard files are 1200 x 1800 pixels and can be printed up to a 4×6 inch print.

Full-size (High Resolution) files are approximately 3200 x 4900 pixels. They can be printed up to about a 16×20 inch print.

How can I order photos after the event? 2017-02-07T17:30:49+00:00

You may view and order photos after photo day by visiting our online gallery here. Just enter a keyword from your event in the box provided (e.g. “cheer” or “aasbd”) and click “search”.

When can I view and order photos online? 2017-02-07T17:30:43+00:00

Photos will be posted online approximately 3-5 business days after the event is complete.

How long will images be available for purchase online? 2017-02-07T17:30:38+00:00

Sports action photos will be posted online for 90 days after the event with the exception of The All American Soap Box Derby. AASBD photos will remain online until the end of the calendar year in which the event took place.

What is the difference between Medium Digital Files and Large Digital Files when ordering online after the event? 2017-02-07T17:30:33+00:00

Medium Digital Files are approximately 800 x 1280 pixels. They can be printed up to about a 2.5×3.5 inch wallet size print.

Large Digital Files are full-size images (approximately 3200 x 4900 pixels). They can be printed up to about a 16×20 inch print.

When can I expect delivery of my order? 2017-02-07T17:30:24+00:00

Action prints, digital images, and videos will be available for pick up at the ProEventPhoto sales table during your event. Please remember to pick up your order if you pre-paid online.

Shipping must be added on special out-lab items such as blankets.

How do I get my order? 2017-02-09T14:34:40+00:00

If you placed your order before or at the event, please pick it up at our ProEventPhoto sales table at the event unless shipping was paid. If you elected to receive your videos or photos via digital download you will receive an email with a link to download in the week after the event has completed. Orders placed after the event can be picked up at the MotoPhoto in Shaker Heights or shipped to you for an additional fee.

 

Will all the skaters in my flight be included on the video I purchased? 2017-02-07T17:30:13+00:00

The product varies by competition. You may get the full flight of skaters or just your skater’s event, depending on whether the event is IJS, 6.0, Theater on Ice or Synchro.

How can I order photos on or before photo day? 2017-02-07T17:28:55+00:00

You may pre-order your school photos online using our secure ProEventPhoto store, or have your student turn in their paper order form to the school on photo day.

How can I order photos after photo day? 2017-02-01T22:12:29+00:00

You may view and order photos after photo day by visiting our online gallery here. Just enter your school’s name in the box provided and click “search”. You will need the student’s ID number to order. You may also place your order the phone at (216) 751-6686 x105.

 

What is the student ID number and where do I find it? 2017-02-01T21:56:26+00:00

This number is either the school ID number, if the school assigns numbers, or a number that ProEventPhoto assigned. Each student has a unique ID number.

This number can be found on your student’s paper order form. You can request this number by emailing manager@proeventphoto.com. Please include the school name, full student name, student’s grade and teacher (if known) in your request.

When can I view and order photos online? 2017-02-07T17:28:09+00:00

Photos will be posted online 3-4 weeks after photo day.

How long will images be available for purchase online? 2017-02-07T17:28:01+00:00

School pictures will be posted until June 30th of that school year. This includes school sports photos. After that date, images are removed so we may prepare for the next school year.

When can I expect delivery of my photos? 2017-02-07T17:27:53+00:00

If you ordered on or before photo day, photos will be ready 3-4 weeks after photo day. Photos ordered after photo day (online or by phone) will be ready 1-5 weeks after the order was placed.

Late August through mid-December is our busy season and order turnaround time will be on the higher end of that range.

Where will my photos be delivered? 2017-02-07T17:27:35+00:00

If you order on or before photo day, your school photos will be delivered back to the school. Teachers will pass out the orders to the students. You may also choose to have your order shipped directly to your home for an additional fee.

If you order online after photo day you can select pick-up (at MotoPhoto in Shaker Heights) or pay for priority shipping to have your order shipped directly to your home.

Can I have my order shipped to my home? 2017-02-07T17:27:23+00:00

Yes, simply add shipping when placing your order via paper form or online. There is an additional fee for shipping. If you did not originally add shipping but would like to add it to your order please call (216) 751-6686 x105 to do so.

How can I order photos on or before photo day? 2017-02-07T17:33:04+00:00

For most sports photos, you may pre-order online using our secure ProEventPhoto store. We currently do not offer pre-ordering for dance, gymnastics or figure skating team and individual photos.

To place your order on photo day, have your child turn in their paper order form to one of our sales associates at the ProEventPhoto sales table.

Can my child get his/her photo retaken? 2017-02-07T17:27:15+00:00

Most schools offer in-school retake days approximately 4 weeks after photo day. This gives you enough time to receive your school photo order and decide if you would like a retake. Most Early Childhood Centers do not have in-school retake days (unless they are at a school that have both Early Childhood and K-8 programs such as Gearity Professional Development School, Mandel JDS, Onaway Elementary School and Ruffing Montessori) but you may schedule an in-studio retake by calling (216) 751-6686 x105.

Studio retakes are available Thursday afternoons from 4:00 to 6:30 pm at the MotoPhoto Portrait Studio located at:

20116 Chagrin Blvd.
Shaker Heights, OH 44122

How can I order photos after photo day? 2017-02-07T17:32:59+00:00

You may view and order photos after photo day by visiting our online gallery here. Just enter a keyword from your event in the box provided (e.g. “soccer” or “middle”) and click “search”. You may also place your order the phone at (216) 751-6686 x105.

What do I need to do if I would like my child to have a retake at the school? 2017-02-07T17:26:56+00:00

Simply send the photo package to the school on retake day. Your child will be sent down to get a new photo taken. He or she can give the photo package to a member of our team. We will then remake the photo package with the new photo.

When can I view and order photos online? 2017-02-07T17:32:54+00:00

Photos will be posted online about 3-4 weeks after photo day.

Will the retake image be used in the school yearbook? 2017-02-07T17:26:46+00:00

All at-school retakes will be included in the yearbook over original photo day images. If the in-studio retake is photographed before we have sent out yearbook images then the retake image will be sent to the school. Usually images are sent to the school in early to mid-December for the yearbook.

How long will images be available for purchase online? 2017-02-07T17:32:49+00:00

Sports league photos will be posted online for 90 days after the photo day.

What can I do if my child missed the in-school retake day and I do not like his/her photo? 2017-02-07T17:26:33+00:00

We offer complimentary in-studio retakes at our MotoPhoto portrait studio on Thursday afternoons from 4:00 to 6:30 pm. You may schedule a time to come in by calling (216) 751-6686 x105. Please remember to bring the photo package that you want to exchange with you so we can reprint the order. Our MotoPhoto Portrait Studio is located at:

20116 Chagrin Blvd.
Shaker Heights, OH 44122

When can I expect delivery of my photos? 2017-02-07T17:32:44+00:00

If you ordered on or before photo day, photos will be ready 3-4 weeks after photo day. Photos ordered after photo day (online or by phone) will be ready 1-5 weeks after the order was placed.

Late August through mid-December is our busy season and order turnaround time will be on the higher end of that range.

Can I exchange my package for one of the other poses that I see on the web-site? 2017-02-07T17:26:24+00:00

Yes! Just return the prints to us and let us know the 4-digit image number of the pose you would prefer (This can be found under the image online). We will reprint items that you returned with the preferred pose and contact you when the new prints are ready for pick up at our MotoPhoto Shaker Heights location.

Where will my photos be delivered? 2017-02-07T17:32:39+00:00

If you order on or before photo day, your sports photos will be delivered back to the organization. Coaches will pass out the orders to the athletes. You may also choose to have your order shipped directly to your home for an additional fee.

If you order online after photo day you can select pick-up (at MotoPhoto in Shaker Heights) or pay for priority shipping to have your order shipped directly to your home.

What do I do if I received the wrong pose, wrong item, something is missing from my order, etc.? 2017-02-07T17:26:12+00:00

Please email us at manager@proeventphoto.com or call the office at (216) 751-6686 x105 so we can correct your order.

Can I have my order shipped to my home? 2017-02-07T17:32:34+00:00

Yes, simply add shipping when placing your order via paper form or online. There is an additional fee for shipping. If you did not originally add shipping but would like to add it to your order please call (216) 751-6686 x105 to do so.

Can I order a class photo online after photo day? 2017-02-07T17:26:03+00:00

Yes, if your school offer class photos or composites you can order it online after photo day. You will not be able to view the class photo online, but you may order it under the “Specialty Products” category. Class photos can be viewed at your school’s office.

What do I do if I received the wrong pose, wrong item, something is missing from my order, etc.? 2017-02-07T17:32:28+00:00

Please email us at manager@proeventphoto.com or call the office at (216) 751-6686 x105 so we can correct your order.

How can I book an event with ProEventPhoto? 2017-02-07T17:24:00+00:00

You may submit an event request form here.

What is the difference between Medium Digital Files and Large Digital Files when ordering online after photo day? 2017-02-13T19:02:06+00:00

Medium Digital Files are approximately 800 x 1280 pixels. They can be printed up to about a 2.5×3.5 inch wallet size print.

Large Digital Files are full-size images (approximately 3200 x 4900 pixels). They can be printed up to about a 16×20 inch print.

How do I sign up for the email list? 2017-02-07T17:23:54+00:00

Entering your email address in the footer below will add you to our email list. We will inform you of special deals and discounts!

What is the difference between Medium Digital Files and Large Digital Files when ordering online after photo day? 2017-02-13T19:02:48+00:00

Medium Digital Files are approximately 800 x 1280 pixels. They can be printed up to about a 2.5×3.5 inch wallet size print.

Large Digital Files are full-size images (approximately 3200 x 4900 pixels). They can be printed up to about a 16×20 inch print.

Where do I pick up my order placed online after photo day? 2017-02-07T17:23:38+00:00

You can pick up your order at the MotoPhoto store in Shaker Heights.
The address is:

20116 Chagrin Blvd.
Shaker Heights, OH 44122

Why are prices higher online after photo day? 2017-02-07T17:32:16+00:00

Prices are higher after photo day because it takes a considerable amount more time to process individual orders. Orders placed on or before picture day come to our office in a large batch. In that case, we can do all of the steps to process an order much more efficiently.

What does “retouching” entail? 2017-02-07T17:25:37+00:00

Retouching takes care of skin blemishes only. It does not take care of wild hair, braces or stained clothing.

Are taxes included in photo order prices? 2017-02-07T20:24:43+00:00

If you order on or before photo day, taxes are included in the price of items. If you order online after photo day, taxes are not included and will be added upon checkout.

Can I have my order shipped to my home? 2017-02-07T17:21:21+00:00

Yes, simply add shipping when placing your order via paper form or online. There is an additional fee for shipping. If you did not originally add shipping but would like to add it to your order please call (216) 751-6686 x105 to do so.

How will my child’s school photo be cropped? 2017-02-07T17:25:24+00:00

If you view your child’s photo online, you may notice that some photos are zoomed in closer than others. The closer photo has been cropped to achieve a consistent look for the school’s yearbook and/or service items. All photos (with the exception of Early Childhood spring photos) will be printed with a head and shoulders crop, somewhere in between the zoomed-in image and the zoomed-out image.

Early Childhood spring photos are cropped to a pleasing composition depending on this year’s background choice and the pose of the child.

 

 

What does “Priority” shipping mean? 2017-02-07T17:23:05+00:00

Your order will be shipped with 2 day priority shipping once the order has been completed. Order completion times vary from 1-5 weeks, depending on the time of the year. You will receive an email notification once the package ships.

Can I choose the team photo when ordering the Memory Mate? 2017-02-07T17:32:04+00:00

No. We have selected and edited one group photo for each team. We will know which group your child belongs to when making the Memory Mate item.

Why are prices higher online after photo day? 2017-02-07T17:25:15+00:00

Prices are higher after photo day because it takes a considerable amount more time to process individual orders. Orders placed at the school on or before picture day come to our office in a large batch. In that case, we can do all of the steps to process an order much more efficiently.

How will I get my digital image ordered through your PhotoReflect site? 2017-02-07T17:22:57+00:00

You will receive an email within 1-2 business days with a link you may use to download the image(s).

Can I view the team photo online? 2017-02-07T17:31:59+00:00

Yes! There is a folder with team photos that you can view. This is separate from the where you can see your child’s individual photo.

Are taxes included in school photo order prices? 2017-02-07T17:25:02+00:00

If you order on or before photo day, taxes are included in the price of items. If you order online after photo day taxes are not included and will be added upon checkout.

Can I order older events that are no longer on your web-site? 2017-02-07T17:22:50+00:00

If you want to purchase pictures after the event has been archived, there will be a $25 unarchival fee and the sheets are $20 each.

Can I exchange my package for one of the other poses that I see on the web-site? 2017-02-07T17:31:54+00:00

Yes! Just return the prints to us and let us know the 4-digit image number of the pose you would prefer (This can be found under the image online). We will reprint items that you returned with the preferred pose and contact you when the new prints are ready for pick up at the MotoPhoto in Shaker Heights.

Do you have any photo day tips for how to dress, when to get a haircut, etc? 2017-02-07T17:24:55+00:00

Yes, check out our Tips for Great School Pictures!

I’m having trouble viewing the live stream I purchased from you, what can I do? 2017-02-23T21:11:49+00:00

You might need to clear your browser’s cache and cookies. For more information on how to do this, check out this article on Why and how to clear cache and cookies. You may also try using another browser if possible.

Visit the customer support website for more useful information about live streaming.

You may also contact the Cleeng support team if you have any further questions.

Contact Us

  • 20116 Chagrin Blvd.
    Shaker Hts, OH 44122
  • 216.751.6686
    866.751.6686
  • manager@proeventphoto.com

Office Hours

  • Monday – Friday
    9:00 am – 5:00 pm