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

Below are the most common questions we receive. If your question is not here, please feel free to <a href="http://www.pressdemocrat.com/article/99999999/MULTIMEDIA/284251681">ask us.</a><br> <br> <b>What are your subscription rates?</b><br> <a href="http://subscribe.pressdemocrat.com/subscribe.cfm ">Click here</a> for the current subscription rates in your area, or call (707) 575-7500 for information.<br> <br> <b>There's a problem with my newspaper subscription. What should I do?</b><br> There are three ways to report a delivery problem:<br> Online Account Management: <a href="http://subscribe.pressdemocrat.com/ ">subscribe.pressdemocrat.com</a><br> Email: dispatch@pressdemocrat.com<br> Phone: 707-575-7500<br> <br> <b>What's the difference between the eEdition, App and website?</b><br> The <a href="http://subscribe.pressdemocrat.com/eEdition.htm">eEdition</a> is an interactive PDF version of the paper that readers may subscribe to. You can access the <a href="http://subscribe.pressdemocrat.com/eEdition.htm">eEdition</a> through any web browser, and read and flip the pages just like the printed version. <a href="http://subscribe.pressdemocrat.com/eEdition.htm">Take it for a test drive.</a><br> The Press Democrat has two Apps. <a href="http://itunes.apple.com/us/app/press-democrat/id548046681">The Press Democrat App</a> makes it easier to get and read stories on your iPhone. <a href="http://itunes.apple.com/us/app/santa-rosa-press-democrat/id415389016?mt=8">The Press Democrat eEdition App</a> makes it easier to get and read our eEdition on your iPad.<br> PressDemocrat.com is currently a free website that allows you to access our local stories, events calendar, blogs, TOWNS sites, and much more.<br> <br> <b>How do I contact editors, writers, or columnists?</b><br> You can find their e-mail addresses on our <a href="http://www.pressdemocrat.com/article/99999999/MISC/284251681">staff directory page.</a><br> Phone: The Press Democrat offices at (707) 526-8570<br> Email: firstname.lastname @ Press Democrat.com<br> Mail: Staff Member, The Press Democrat, 427 Mendocino Ave., P.O. Box 910, Santa Rosa, CA 95402<br> Our goal is to respond to everyone who contacts the newspaper. Please allow some time for response because of the volume of feedback, questions and story proposals our writers and editors receive and because of their schedules and news coverage demands.<br> <br> <b>Where are you located, and what are your business hours?</b><br> The Press Democrat main offices are located at 427 Mendocino Ave. in Santa Rosa. The offices are open from 8:30 a.m. to 5 p.m. Monday through Friday.<br> <br> <b>How do I submit a letter for publication?</b><br> You can e-mail your Letter to the Editor to: Letters@pressdemocrat.com.<br> Clear, brief letters on a single subject are most likely to be published. Those selected might be edited. Because of space constraints and the volume of reader mail, Letters to the Editor are limited to 200 words.<br> Please include your full name for publication, street address and daytime phone number, letters not containing contact information will not be published. Letters must be written exclusively for The Press Democrat.<br> <br> <b>How do I submit a press release?</b></br> Press releases should be directed to the reporter or editor covering your topic of interest. <a href="http://www.pressdemocrat.com/article/99999999/MISC/284251681">Click here for a staff listing.</a> Please avoid blanketing editors and reporters with the same press release. Responses cannot be made to press releases because of the large number that arrive daily in the newsroom. Press releases are used based on newsworthiness and not all can be published or used for an article.<br> If you have an event, you are welcome to enter it in the Events Calendar on the homepage of <a href="http://events.pressdemocrat.com/">pressdemocrat.com.</a><br> For help with submitting your event in the Events Calendar, <a href="http://707.pressdemocrat.com/wp-content/uploads/2012/07/Zvents-Help.pdf">click here</a>.<br> <br> <b>Corrections</b><br> The Press Democrat corrects all errors of substance and clarifies information in news stories that was misleading or unbalanced. Corrections or clarifications typically appear on the front page of the section in which the error appeared, and they should always appear in the online version of the content.<br> <br> <b>How do I submit an obituary?</b><br> We offer two types of paid notices, which run in the Empire News section of The Press Democrat, and on pressdemocrat.com:<br> 1. Funeral (Death) Notices, which are placed upon the death of an individual<br> 2. In Memoriam notices, which publish on a loved one's birthday or on the anniversary of death.<br> <br> There are two ways to submit these paid notices:<br> E-mail: funeralnotice@pressdemocrat.com in a .doc or text format, with photos in .jpg format.<br> In Person: The Press Democrat, 427 Mendocino Avenue, Santa Rosa, CA 95401<br> Please include the following information when you place a notice:<br> -contact name, phone number and address,<br> -funeral home/mortuary name for a death notice,<br> -date(s) notice is to appear,<br> -notice written as you would like it to appear.<br> <br> Photos will be cropped by the Press Democrat to the correct size.<br> You will receive an e-mail with a proof and cost for the notice.<br> Upon your review, please call us to approve; your credit card information will be taken by phone.<br> The Advertising Department handles all notices, which are accepted by e-mail: funeralnotice@pressdemocrat.com. For more details, call the paid notice desk at (707)526-8694.<br> A news obituary is run daily on B-2 of the Empire News section. Individuals for this unpaid obituary are selected by newsroom editors.<br> <br> <b>How do I tell you that's something wrong with the Web site?</b><br> Please e-mail the <a href="mailto:info@pressdemocrat.com">webmaster</a>. If the problem is a typo, dead link, missing graphic, or other simple problem, we can usually address it right away. If there is a conflict with pressdemocrat.com and your particular computer/browser/connection setup, we'll need to get some more information from you.<br> <br> <b>Where can I find previously-published articles?</b><br> The <a href="http://www.pressdemocrat.com/article/99999999/MULTIMEDIA/110509818">archive</a> contains text-only articles by Press Democrat staff, locally-written opinion columns and letters to the editor, from Sept. 1994 - yesterday. Searching is free, and there is a small fee to retrieve the full text of articles more than 60 days old. After you perform a search, you can refine your search to particular days by clicking on the desired date. You will be able to find every article that appeared online that day.<br> Payment Information for articles that are more than 60 days old<br> - Single article ($2.95)<br> - One week pass, 3 articles ($6.95)<br> - One month pass, 10 articles ($21.95)<br> - One month pass, 25 articles ($49.95)<br> - One month pass, 40 articles ($79.95)<br> - One month pass, 500 articles ($995.00)<br> - One year pass, 1000 articles ($1,995.00)<br> Visa, American Express and Mastercard are accepted.<br> You can also find copies of every edition of The Press Democrat at Sonoma County Libraries.<br> <br> <b>I saw an article in the paper/online but I can't find it online/in the paper. Where is it?</b><br> Most Press Democrat articles and photographs appearing in the newspaper are archived online, but not all of them. There also are several features such as blogs and entertainment listings and coverage that only appear in the online edition.<br> <br> <b>Can I reprint a Press Democrat article or photograph on my Web site?</b><br> No. All Press Democrat stories and photos appearing in print or on pressdemocrat.com are copyrighted and may not be reprinted, republished or archived without express permission. The Press Democrat does not authorize its material to be posted to a Web site or elsewhere online. Direct inquiries about re-use or republication of photographs or stories to Should be George Millener, senior editor, 707.521-5244 or george.millener@pressdemocrat.com.<br> You are welcome to link to any stories or photos appearing on pressdemocrat.com, provided the link lists pressdemocrat.com as the source.<br> <br> <b>How can I get copies of Press Democrat photographs appearing in print or on pressdemocrat.com?</b><br> To order photo reprints for personal use <a href="http://pressdemocrat.mycapture.com/mycapture/category.asp">click here.</a><br> <br> <b>How do I place a Legal Notice?</b><br> We offer two ways to place Legal Notices. Simply <a href="http://santarosapressdemocrat.adperfect.com/?catid=13071&chanid=47AE8A970a73814F50ISY3A04F8B&clsid=253791">click here</a> to place your Legal Notice using our self-serve online options or you may contact our Legal Advertising Department at (707)526-8508 for assistance.<br> <br> <b>Where do I submit announcements for wedding, engagements, anniversaries, birthdays or other celebrations?</b><br> It's easy to place an ad in print and/or online in just a few steps! <a href="http://santarosapressdemocrat.adperfect.com">Click here</a>, and simply select the type of ad you wish to place and you'll be shown package and pricing options on the following page.<br> <br> <b>What are your advertising rates?</b><br> <a href="http://www.pdmediasource.com">Click here</a> for our print and digital advertising information.<br> <a href="http://santarosapressdemocrat.adperfect.com">Click here</a> for our print and digital Legal, Announcement, and Merchandise advertising information.<br> <br> <b>What Other Business Services do you provide?</b><br> Check out our new PDmediaLAB <a href="http://www.pdmedialab.com/">here.</a><br>