Frequently Asked Questions
If you do not see the answer to your question here, you may contact us directly here:
Registration
How do I register for photos?
If you have been asked to register ahead of time, your league or team will have been assigned a page on this site to register. The page will include a registration button AND a QR code. You may use either. Simply choose your child's team and follow the prompts.
I have more than one child participating. Can I put them in the same registration?
No. Each child MUST have their own registration, even if your children are on the same team and/or you plan to have them photographed together.
Picture Day Schedule
When does my child take photos?
We ask each organization to assign a SPECIFIC time to each team or group. Please arrive 15 minutes before that time and have your child get in line at the assigned camera. We strive to stick as closely to the schedule as possible.
Our team can't make it at the assigned time. What can we do?
Contact your league officials and they will make changes to the schedule. If you miss your assigned time on Picture Day, let us know that day and we will work your players in as we are able.
Our team can't make it on Picture Day. What can we do?
You MUST make special arrangements BEFORE Picture Day. If we have to return for a team or teams that missed photos without notifying us or the league IN ADVANCE, a sitting fee will be charged for us to return. (Fee based on miles traveled)
Payment and Pricing
When do I pay for photos?
No money is collected until you make your online order.
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Can I see a price list?
Once you receive your proofs, you can click on any photo to move on to the price list.
I looked at the price list last week and the prices are higher this week! Why was there a price increase?
Depending on our contractual relationship with your organization, we offer discounts during the first and second weeks after Picture Day.
Team Photos
When will the Virtual Team Photos be available?
Fothergill Photo has to identify and transmit those orders to the lab separately after Picture Day. That process takes 24-48 hours. Once they are complete, they will show in the proof folder with your child's photos.
Is there a team photo in the packages?
No. We believe parents would rather have an additional photo of their child. Team photos are available separately for those who want them.
Shipping and Handling
Why do I have to pay for shipping?
We chose to completely do away with the former system where ALL the photos were delivered to the league.
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That system was responsible for many DELAYS and ERRORS.
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It unfairly placed league officials and coaches into a position of having to act as an agent of Fothergill Photography, by delivering photos.
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It also placed league officials in a position of receiving our support requests and trying to help us by handling them. We prefer to handle our own customer service.
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In many situations, photos were not distributed and/or lost. That resulted in Fothergill Photo having to replace photos at a much later date at our own expense.
Can I pay to have my order shipped to the league?
No! A few of the reasons are listed above.
Sales Tax
Texas State sales tax is charged on all items purchased.
When can I expect my order?
How long does it take to get the pictures back?
Under our new system, most products are shipped by USPS within 24-48 hours after you order them. (This may vary if your order is placed on a weekend or holiday), Though some of our clients have received their photos in 5 days, we ask that you wait at least 15 days to contact us about possible missing photos.
I have not received my order. Before contacting us, please do the following:
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Check your receipt to be sure you provided the correct mailing address.
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Check with the post office to see if it was held in the office for some reason.
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Then Please feel free to contact us. Please provide your child's full name, the name of the league or school and the order number from your receipt. The order # can be found in your email receipt and will begin with the letters, VG
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When you order, you are asked to enter a valid shipping address. We are not responsible for address entry errors.
I ordered a digital download, how long will it take to get to me?
You will receive the download link in the email that carries your payment receipt. Please verify that your email is correct when ordering. Also, check your spam file and be certain not to accidentally delete the email.
Payment:
We no longer take any form of payment on Picture Day. All photos are stored securely at our lab. You will be sent a link to the proofs as they appear online. There, you may do cropping, retouching and in some cases, choose backgrounds.
Refund Policy
What if I want a refund?
We want you to be happy with your purchase.
1. We do not offer a refund if you are unhappy with the photo. Our system allowed you to view the photo(s) before you ordered.
2. If you changed your mind and ordered a different package, the original amount can be refunded ONLY IF it has not already shipped. The refund amount will be the original order amount MINUS the normal retail cost of any downloads that were included in the original order.
Products
Can I view the products and pricing in advance?
We do not offer a pre-pay option. Everything is set up for you to view the photos and choose the products after the photos have been taken and uploaded to our lab. We will have a limited number of samples with us on Picture Day for our larger leagues.
Can I order a flash or CD with digital copies of all the images that were taken on Picture Day?
We are not set up to offer this option. Digital images may only be purchased separately and we feel that our prices are competetive and reasonable. Digital images of team or group photos are not available, partially due to privacy concerns.
I paid for a download. Where do I get it?
Downloads are always included in your email receipt. If you did not receive a receipt, contact us.
Poses:
Do I have to use a specific pose?
We will take a few different poses of your child. We want you to have choices. If you have a specific pose in mind, tell us or have your child tell us and we will do our best to accommodate your wishes. Some poses may not work well due to the age of the child or with our current set-up. We want to make you happy, but please understand that yours is not the only child we are photographing. We try to allow ample time per child, but we cannot devote large amounts of time to one person when others are waiting. We will be happy to set up a private session to meet your needs.
I have more than one child participating, can I put them in the same photo?
Yes, but there are limits. More than 3 in a photo creates problems with the text and the formatting of the finished product.
Proofing/viewing:
Do you do proofing?
Our new system is exclusively a proof system.
Can I see the image on the tablet?
NO! Doing this brings everything to a screeching halt on that camera. Meanwhile everyone behind your child is waiting and the schedule suffers. If we have sufficient wi-fi service on site, you will receive a link to your child's proofs within minutes. You may bring your child back to one of the photographers if you are unhappy with your images.