I can't find them - Where did the images go?
First note that downloading your full folder can take sometimes as long as 30-45 minutes depending on the speed of your internet. Make sure you have a great Wifi connection as well as some time and patience to allow the entire folder to download. For most computers the images will first download as a zip folder on your computer, in a default DOWNLOADS folder. If you're unsure where that folder is, use the a search or magnifying glass depending on your operating system for "downloads" and you should get all the results from your computer with that word including folders. Once you locate the folder you will need to double click on that zip file to open up the folder that contains ALL your images in high resolution. If you can't find the file once the download is complete you can also use the SEARCH option on your desktop for your last name since galleries are named based on your family, or search all your DOWNLOAD folders again.

My Computer says there is an error, not enough space.
You may not have the available hard drive space to download your full gallery depending on it's size. I recommend clearing off old files or you'll need to buy another flash drive or external drive to save the images or other files to. If you need your images on a flash drive and mailed to you I do offer this service for an additional $60 to include shipping.

I requested an email but I didn't get the email or there was an error.
Check your spam folders first, often times this email can take up to 15 minutes to reach you. If you're using a work email or an email with firewalls it is not uncommon for your email server to block this. This email will contain a large zip folder of data and most servers will flag this as questionable. Please use a different email or choose to download the folder directly to your computer instead.

How do I get the images on my phone?
There is a "Photo Moments" App available for iPhone and Android linked at the bottom of your gallery invite email. You can download that app to have access to your gallery in a mobile friendly platform. Fair warning though- it's not the greatest app and doesn't have a ton of support. I do NOT recommend downloading the entire gallery to your phone because usually the amount of images and sizes are just too much for a mobile device.

Downloading to your phone will NOT provide you with the high resolution images.
Why? Because your phone typically does not have the ability to handle the larger size images or the storage for your full resolution images from the gallery. Typical phones will compress the images anyway. Web sizes are available that include a watermark within the options of downloading, and those are recommended for web use. 

Where should I download my images?
I recommend downloading your images onto your computer or laptop and also saving to a reliable flash drive or hard drive for safe keeping. While I do not ever close final galleries, I also cannot be held responsible to website or cloud failures so I recommend downloading right away for safe keeping.

What are the different sizes?
Available in your gallery is the High Resolution images referred to as "Original Images" as well as smaller dimension size images that are appropriate for sharing on social media. 

How long are they available?
While I do not delete client galleries from my gallery host website the server will ARCHIVE your gallery after 14 months of not being accessed or visited. The restore process can take anywhere from 12 hours to 72 hours, so I recommend downloading ALL of your images onto an external hard drive or flash drive to have them available to you when you need them.

How much space do I need?
Every gallery will be different in size depending on the amount of images, but as of 2024 I have upgraded to a new camera with HUGE file sizes so I would recommend at least somewhere between 15GB-25GB

Will the watermark show on what I order?
No, watermarks do not print on anything ordered from the gallery store.

Where is my coupon code?
Your coupon code is located in your gallery email and will let you know what amount is included and if it discounts shipping. Most coupon codes can only be used once per gallery. However if you already used your primary coupon code you can always use the code 2023SAVE20 to receive 20% off your order amount.

Why do my images crop with different sizes?
Every image size has a different printable area and ratio. An 8x10 for example is more square-like than a 4x6 and therefore will trim the sides of the print. It's important that when you're ordering different sizes that you click on the CROP button to make sure that all important things are within the printable area of the size you chose. I recommend keeping hands, heads and feet within those printable areas. Occasionally certain images are shot a bit closer in camera and may not be possible to crop without losing parts of the image in which case I would recommend a different print size. Likewise, some images are shot very wide to accommodate more print sizes. I do have the last say on ALL print orders before they go out to the lab. Meaning, if you forget to crop something I will have a look over it to make sure it all looks good before your money is spent and images are printed.

It says this image isn't big enough for the crop/print size I chose, what do I do?
Sometimes images are already edited in the editing process resulting in a smaller size, or sometimes it's that you've cropped the print size too small for the resolution of the image. If this happens get in touch with me so I can troubleshoot with you. If you're ordering a large print size or are cropping I may need to digitally enlarge the image further in order for the lab to allow the image to print.

What is the best way to order?
I recommend sitting down at a computer to order your prints and having a list of everyone who needs them and all the sizes of the frames you need to fill. Since you can only use your coupon code (and free shipping) for one order it's best to make sure you can take advantage of that all at once! The gallery site and store is much more computer friendly and doesn't work as well via mobile devices. 

Do I have to order my prints from here?
No, you have a print release stating you can order prints or products for personal use from anywhere you choose - however - this is the only lab I can guarantee quality from. This means that if your prints don't come out great from another vendor I cannot help troubleshoot that for you, you will need to take that up with their customer service. My computer monitor is calibrated on a regular basis and I have chosen this lab as my preferred lab because of their amazing customer service and quality. So if something doesn't come out properly or is damaged from THIS lab I can be there to troubleshoot and re-order anything you need, anytime. 

What paper and canvas types do you recommend?
I recommend E-Surface paper in most cases. It's been around for generations and it's what we all know and love for it's brilliant and true colors. When it comes to canvas prints there are the options of Classic or Pearl. Classic will be more of a matte or standard canvas you're used to seeing. This is recommend for areas that receive a lot of light so that you don't get any glare. Pearl Canvas has a slight gloss look and enhancement of colors. This is recommend for areas that don't have direct light falling on them. Canvas prints can be ordered as mirrored side or extend sides. I recommend looking at the way extended sides will crop the image first. If that crops your image too much I would recommend mirrored sides or white sides. The canvases come ready to hang.

Do you Frame?
Yes, frames are offered in your gallery store for images up to 20x30". When you click on the size of the image the mounting and framing options are listed below the paper type. Click on the frame to see an example of your final image with the frame. 

In your gallery you can order Greeting Cards such as Christmas, Holiday, Baby and Graduation Announcements. Similar to ordering your prints, you will need to visit the full gallery store shop and select Greeting Cards on the right hand side. From here you can sort by type, size, and whether you'd like flat or folded cards. Don't forget to update all names, dates, and to crop your pictures how you'd like them to appear on your cards! Ordering amounts are set to 25.

Galleries that have not been visited or altered within 12-14 months will be archived by the Zenfolio Server. This doesn't mean that they are lost forever, it just means they've been tucked away to speed up the gallery host site for recent users. This process can take a few days, so be patient. You can CLICK THE RESTORE GALLERY button on your gallery's home page yourself or you can contact me to restore it. Neither option makes it go any faster, so I recommend you do that yourself if you can so the process is started right away. 

Once you have clicked on RESTORE you can either input an email or it will email based on your login info you may have stored. If you do not receive an email within 72 hours that your gallery has been restored please reach out so that I can contact the site host directly to check the status.