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Chances are, we have answered your question many times before for other customers. For your convenience, here is the information you are likely looking for!

1) HOW DO I ORDER MY PICTURES?
Your photographer should have provided you with an instructional receipt on the boat, which will also contain your unique order code. If you have this receipt, follow the steps. You can also check out our Screen-By-Screen Ordering Guide for a detailed view of what to expect.

2) I LOST MY RECEIPT WITH MY INSTRUCTIONS , WHAT DO I DO?
For instructions on completing the ordering process, click on our Screen-By-Screen Ordering Guide. This will walk you through the steps.

3) I LOST MY ORDER CODE! NOW WHAT?
No worries. If you remember what name you wrote down on the order form (at the top....not the payment info at the bottom), and the date you sailed, then figuring out your order code is simple. Order codes are always the four digit date of the trip in MMDD format, followed by the first letter of the first name and the first three letters of the last name. So for example, if your name is "John Smith" and you sailed on "9/27/10", then your order code would be "0927JSMI".

If you can't remember who's name you used, or the order code you thought would work is not working, email us at info@bondfirestudio.com for additional assistance.

4) MY ORDER CODE IS NOT WORKING! HELP!
The most common reason this happens is because there was a problem processing your payment. Order codes are only activated when we have a successful payment go through. If the payment fails, the code will not be activated. If you see on your account statement that this is not the case (in other words, you have a payment showing to us), then it could be a simple mismatch between what the photographer gave you and what we entered. Just email us at info@bondfirestudio.com to clear this up.

If your account does not show a payment to us, let us know and we can send you an invoice so that you can pay electronically, or request that we call you to take payment over the phone. You will still be locked in to the on-board pricing for a limited time after the trip.

5) HOW DO I DOWNLOAD MY PHOTOS?
When you complete the order process (see FAQ #1), you will be taken to your shopping cart with all of your selected images. You will apply your order code to create a $0.00 balance, and when you hit the final "Submit" button, you will be given a receipt page with a link that says "Download Purchased Images." Click this link. A "Save Images" dialog box will pop up, where you will want to click "SAVE". Choose a location on your computer (if you are not computer-savvy and have a tendency to "lose" things after downloading them, choose "Desktop" as this is always a safe and easily-accessible location...you can always move them later if you need to). Click "Save" again and wait for the images to download. Depending on the speed of your internet and the quantity of images in your order, this may take a long time. Be patient. When the download has finished, you will need to "Unzip" the folder. To do this on a Windows PC, right click the folder (it will usually start with "ZF" as the folder name) and select "Extract All". A window will open where you will want to click "Next" and then "Finish." You must go through the unzipping process to make the images accessible for emailing, printing, and other applications.

6) THE "HIGH RESOLUTION FILES" SHOW A $10 PRICE. DOES THIS APPLY TO ME?
In addition to offering the flat-rate package on the boat, we also make digital files available for individual purchase. This is why they initially show a $10 price. However, your order code will override the total and create a $0.00 balance at checkout. If you ordered on the boat and your payment went through with no problems, then there is nothing more for you to pay. Don't panic.

7) MY ORDER IS SHOWING A BALANCE AFTER ENTERING MY CODE AT CHECKOUT, WHY IS THIS?
Keep in mind the service is intended as a way for you to get all of "your" images - those of you, your family, your group, your friends, and any images of the crew, wildlife, and scenery from your trip. Just as you would not want strangers possessing images of your family without your knowledge or consent, we discourage attempts to download all the images from the entire trip by putting a very generous cap on the order codes. This does NOT mean that you are limited to a certain number of images, IF IN FACT your group GENUINELY had more than the average number of images taken. It just means we don't want people downloading thousands of photos unecessarily. Not only does it violate our other customers' privacy, but from a more practical standpoint, it clogs up the system, and your downloads will either take forever, or will fail completely due the the inordinate amount of data attempting to be downloaded at once.

That said, if your group genuinely had more images than the cap is allowing, just email us at info@bondfirestudio.com and we can readjust the settings.

Otherwise, please review your order, and select only those of you and your group.

8) I DON'T SEE ANY PICTURES OF ME OR MY FAMILY, WHAT HAPPENED?
a) First, double check that you are in the correct gallery, keeping in mind that there are days when we will shoot multiple trips of a similar name in one day. For example, if you are looking in the gallery labeled "Ultimate Adventure 1", make sure you weren't actually on the boat with "Ultimate Adventure 2". This is the most common reason people don't see any images of themselves.

b) Assuming you are in the correct gallery, take a peek at the total number of images in the gallery. While it will vary from day to day and trip to trip, there should be about 300 to 500 images on a Snorkel trip, about 800 to 2000 images on an Ultimate Adventure trip, and about 150 to 300 images on a Sunset trip. If the gallery has significantly fewer than these averages, there is a chance the upload failed on our end that we were not aware of. In other words, there may be images that have not yet made it to the website. In this case, email us at info@bondfirestudio.com and notify us of this.

c) Finally, if there seems to be an adequate quantity of images, but just none or very few of you, it is possible (although rare) that the photographer did not find you in their lens as often as necessary to produce the desired quantity of images. In this case, feel free to contact us at info@bondfirestudio.com to discuss your options.

9) WHY WAS I SENT AN INVOICE TO PAY FOR PHOTOS? I PAID ON THE BOAT ALREADY!
If you gave us your payment information on the boat, but are being sent an invoice, it means that your payment did not actually go through when we processed it. This means no money changed hands, and your order code cannot be activated until we receive your payment. If you have any doubts, feel free to check your account statement first before submitting your payment through the invoice.

10) I SUBMITTED MY ORDER A WHILE AGO AND NEED TO RE-DOWNLOAD MY IMAGES, BUT MY DOWNLOAD PAGE IS NO LONGER ACTIVE...WHAT ARE MY OPTIONS?
If you have your original order number (it will start with "ZF"), just send an email to support@zenfolio.com and request that they re-activate your download page. Be sure to provide them with your ZF order number.
If you do not have your order number, email us at info@bondfirestudio.com and let us know the name under which you placed the online order. We can look it up by name or email, and send the request to Zenfolio on your behalf.

11) I WOULD LIKE TO COMPLIMENT A PHOTOGRAPHER ON THEIR WORK, MAKE A SUGGESTION TO YOU, OR PROVIDE YOU WITH MY CONSTRUCTIVE FEEDBACK REGARDING MY EXPERIENCE. WHERE DO I DO THIS?
We love hearing from our customers! We love it so much we even give away one 16x20" poster every month to customers who do so! After all, it is the only way we know what you think or what we can do to improve, and that information is very valuable to a small company like us!
Just go to our Customer Satisfaction Survey. You can rate various aspects of the service and leave free-form commentary about your specific experience.

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