Common Support Issues
Account Settings
Contacting Support
You can contact Fotelica support through our Contact Us page or by sending an email directly to support@fotelica.com.
Hours of Operation
Our regular office hours are Monday - Friday 9 a.m. - 5 p.m. PST. Online support is available on Saturdays. We are closed on Sundays and Holidays.
Who We Are...(more than meets the eye)
Catch the excitement of Fotelica's foundational objectives. Click here to learn more about us. Click your browser "back" button to return to this page.
General Questions
Where did you get that crazy name and how do I say it?
"Fo-tel-ic (like stick)-uh." What does it mean? The first syllable and part of the second were meant to sound like "Photo," the rest of the name's significance has tragically been lost to history.
Handbags & Totes
How are images made and how durable are they?
Images are actually "baked" into the fabric through what is known as a sublimation process. This sublimation process actually embeds the image into the fabric. The result is an extremely clear image that will not fade, crack or peel.
Do the images snap to the front of the bag (i.e. are they removable)?
No, images do not snap on the bag, therefore they are not removable. Images are actually "baked" into the fabric with what is known as a sublimation process. This sublimation process actually embeds the image into the fabric. The result is an extremely clear image that will not fade, crack or peel.
What kinds of fabrics are used?
Images are printed on a white, high-quality micro fiber. The rest of the bag is also constructed with an extremely durable micro fiber. Some bags also include options for leather upgrades.
Can I add the same image to the backside of my photo accessory?
Yes. Some of our products have this option. Depending on the bag you choose, there is an additional $15 fee to place your image on both sides of the bag due to the added setup and image preparation time required. Simply choose the two-sided option when ordering the bag and specify in your order comments (located below the "update basket" button in your shopping cart) that you would like to have the same image used on both sides.
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Can I put a different image of each side of the bag?
There is an option on most bags to include an image on both sides of the bag. This option costs an additional $25 due to the added setup and image preparation time required. Simply choose the two-sided option when ordering the bag and specify in your order comments (located below the "update basket" button in your shopping cart) that you would like to have a different image on each side. If you have a preference of which side each image should be applied to, please indicate that as well.
How do I send my photos to Fotelica?
If you wish to use photos from your own collection or made with your own camera, simply attach your photos to an e-mail to us at photos@fotelica.com, please see our photo resolution specifications before sending your photos.
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Can I see what my bag will look like with my photo(s) on it?
Yes, we will send a proof by e-mail for your approval before your handbag goes into production.
Can I submit any image?
You can use any image on your handbag as long at it is your own personal property or you have obtained the right or permission to reproduce it. By ordering a handbag from Fotelica, you confirm that you own the rights to the image(s) or have obtained relevant permission(s) to use the image(s) prior to submitting an order. Fotelica will not be held responsible for any discrepancies involving the license holder and the customer who submits the photograph.
Can my image be changed from Color to Sepia or Black and White?
Specify in your order comments (located below the "update basket" button in your shopping cart) if you would like to see proofs of your bag with different color efects such as Sepia or B&W.
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Lifetime Replacement Plan
How can Fotelica keep my images safe and available for my future needs?
When you purchase a Lifetime Replacement Plan for your Fotelica photos, we create a special archive with multiple backup copies of your photo(s) on separate storage media, those files are kept in a bank vault and can be accessed within 24 hours of a claim. As more advanced forms of storage media emerge we will update all images in our archive to remain up-to-date with current technologies.
What happens to my photos if Fotelica is acquired by another company or closes its operations?
If Fotelica is acquired by another company, one of the criteria for the acceptance of any offer would be that the acquiring entity honor all warranties made by Fotelica to our existing customers. If Fotelica should cease to operate its business, all permanent archives will be delivered to the registered customer along with an Unlimited Personal Use License.
How many times can I have the same photo replaced?
Your replacement fee provides for one replacement of each item covered under your plan.
Under what conditions will Fotelica replace my photographic prints?
We will replace any printed product if it is damaged in any way. Some common ways that photographic prints are damaged include fire, water, punctures or tears. Sorry, we cannot replace images that have faded due to prolonged exposure to direct sunlight, any photograph can be expected to fade under such conditions, please take reasonable care to protect your photo investment.
I ordered Digital Downloads and lost the files when my hard drive failed, can I get a replacement?
Yes, we will send you a replacement file within 24 hours of your request.
I lost my Fotelica Images on CD, are all of the images on my CD covered for replacement?
Yes, all files on your CD are covered collectively by your Lifetime Replacement Plan, we will mail you a replacement of all images on the current media of your choice.
How do I request a replacement?
We require proof of the damage to your photos in one of several forms. If the images were destroyed by fire we require a statement from your insurance agent or local fire department on their letterhead. If the images were stolen, a police report will be required. If the photos are damaged by anything other than fire, you will be required to send the damaged photos to us by First-Class mail. We will reimburse your mailing expense when we ship your replacement images, Fotelica will pay the postage both ways. All requests for replacements and return of damaged images to us, should be addressed to: Fotelica.com - Replacement Plan, P.O. Box 2772, Issaquah, WA 98027
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Copyright and Image Use Licensing
I don't understand Copyrights, what are the basics I should know?
The photos and website content you see on Fotelica.com are intellectual property belonging to their creator (either Fotelica or a member or affiliate). If copyright protected property is used in any way without the consent of its owner, that usage would constitute a violation of the legal rights of the owner and would put the user in a position vulnerable to whatever claims the property owner might make against them. Copyright infringement is prevelent and it is serious enough that photo retailers and copy shops such as FedEx Kinko's have implimented strict policies to protect themselves from the liability of being used in the process of copyright infringement. Here is an excerpt from such a policy from one major retailer...
"...understand that Costco Photo is unable to provide you with permission to copy, display or distribute material for which you do not own the copyright. You may not copy or distribute such material without the written consent of the copyright owner, and you are solely responsible for any copyright violations that you may incur as a result of your activities on the [Costco] Service. Costco Photo has the absolute right to terminate your Costco membership or exclude you from the Site if you use our Service to violate the intellectual property rights of third parties..."
This leads us to the next question...
Why do I need a Personal Use License?
The Personal Use License that you will receive with every purchase of digital images from Fotelica, provides you the assurance of knowing that you are on the right side of the law when it comes to your right to make copies of the images you have ordered from Fotelica. You will have the peace of mind and confidence of knowing that you will not be delayed, turned away or embarrassed at the retail counter when you are asked whether you have permission from the copyright holder to make copies or prints. Fotelica has taken the step of providing our customers with a certificate describing their rights to reproduce our professional works which the customer can carry with them to the retail counter for added assurance and convenience.
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Return Policy
Prints
To receive a refund of your print order, you must return the original prints to Fotelica.com, P.O. Box 2772, Issaquah, WA 98027 within 30-days of receiving your order. All refunds will be made on a prorated basis according to the number of prints that are returned to us, if your full package is returned you will receive a full refund. We will reimburse your return postage expense in the refund amount.
Digital Images (downloads or CD)
Fotelica is unable to offer refunds on digital product purchases once the photos have been downloaded or mailed. Clicking the DOWNLOAD button to complete your download order signifies your understanding and acceptance of this policy. We are available and eager to assist you with any questions about the photos you plan to order. Please contact us PRIOR to placing your download order if you feel you need assistance, a friendly Fotelica representative will reply promptly.
Personalized Custom Products (posters, handbags, etched crystal, etc.)
After receiving your order, our graphic artists will go to work to create a special product just for you. They will incorporate the personalized text and special instructions that you have provided through the various customer input boxes on the product ordering page. If we have any questions concerning your instructions we will contact you, otherwise you will receive a proof of your custom product within 10 business days. We will not fill your order until we receive your final approval of the proofs. It is very important that you understand the following policy concerning custom product orders, no exceptions can be made... Once your approval of your proof is received by Fotelica, the final order is sent to our fulfillment center. At this point, NO FURTHER REVISIONS CAN BE MADE, THE ORDER CAN NO LONGER BE CANCELLED AND NO REFUND CAN BE ISSUED. ***PLEASE BE ABSOLUTELY CERTAIN THAT YOU ARE SATISFIED WITH YOUR PROOF BEFORE YOU APPROVE IT!*** If you are not completely satisfied with the way your product looks in the proof, please contact us, we are eager to make any adjustments you would like prior to filling your order. Thank you for your understanding. We can only issue refunds for products which you have received from us with material or manufacturing defect. Refunds for defective merchandise can only be considered by Fotelica after the merchandise is returned to us for inspection. ALL PACKAGING AND CONTENTS MUST BE RETURNED so that we can determine if the merchandise was damaged in shipping. In the event of defective or damaged merchandise, Fotelica must receive your return within 30-days of the date you received the merchandise (based upon delivery informaion we receive from the shipper). Please send all returns to Fotelica.com, P.O. Box 2772, Issaquah, WA 98027
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Registration, Login and Passwords
My Password Doesn't Work!
As an added security feature for our customers, Fotelica requires users to register a free personal account before access to secured site content is permitted. If you are unable to open a password protected gallery, please register with us by visiting our registration page. Just click this link or the register link found in the upper right corner of the Fotelica header at the top of each page, then complete the brief form. Once you are a registered user, your event password will open your photo gallery. After opening your gallery the first time, you will no longer need to use our event password, the site will recognize you as an authorized visitor to that gallery as long as you are logged into your registered account.
Can I share my photo gallery?
Yes, just forward your gallery password and inform your friend or family member that they must register an account (as described above) before they will be allowed access using the gallery password.
Portraits (seniors, family, business)
How will I know my portraits are ready and how do I find them online?
We will send you an e-mail notification as soon as your Fotelica online gallery is ready which will contain your personal access code and some additional important information, PLEASE READ AND FOLLOW THE INSTRUCTIONS IN THAT E-MAIL CAREFULLY. You will also be able to locate your photos by using the "find my photos" button on our home page. IMPORTANT -- you will be required to register an account with us (its free) to be allowed access to private content on our site (including your own). Anyone you invite to view your portraits online will also need to register an account with Fotelica to be allowed access to your private gallery, you will also need to provide your password to them, this is our way of being certain that your privacy is protected on our site. Once registered with permission granted to view your private gallery, you will not be prompted for your gallery password again, as long as you are signed in to your Fotelica account. Registering an account also turns on other premium customer service features of our site such as open order tracking and stored favorites.
"Off-Peak Production." How can I receive the $20 production rebate? (APPLIES TO SENIOR PORTRAITS ONLY)
It's as easy as placing a check mark in the box labelled "defer to off-peak production" at the top of this page. Our recommendation for selecting your printing and delivery options for senior portraits is that if you do not have a pressing need to have your prints for gift-giving or other immediate reasons, then consider deferring the delivery to an off-peak production time. We offer this rebate incentive to you for helping us to lighten our burden during peak production cycles. Upon receiving payment of your senior session, we will contact you to inform you of our "off-peak" schedule and to confirm your interest in deferring to a later production date. Once we have your agreement on the delivery date, we will process your rebate to be delivered together with your print package.
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Will my yearbook deadline be impacted by choosing the option to delay printing my portrait package?
No, your yearbook photo is our top production priority since there is a specific deadline involved. The delayed printing of your portrait package only impacts your package prints which include your graduation announcement photos and exchange prints which many students don't get around to ordering until graduation approaches and they have a need to send out their announcements.
Will deferring delivery of my prints affect when my portraits are viewable online?
No, your personal Fotelica galleries will be available within 10 business days of your portrait session, often times much sooner. Your private gallery allows you to view all of the images made during your session. You can mark and save your favorites, share with friends and family and more.
What happens if I am unhappy with my portrait?
Fotelica offers you the assurance of a complete satisfaction guarantee. If for any reason you are dissatisfied with your professionally made Fotelica portraits, you may request a re-shoot date or a refund. Refunds requested within 30-days of the publication of your Fotelica portrait gallery are issued in the form of 75% cash and a gift certificate valued at 25% of your original purchase price (excluding tax and shipping) good toward any Fotelica portrait sitting, booked within one-year of your original purchase date. Refund requests received after 30-days of gallery publication will be disbursed as a 75% cash refund and a gift certificate valued at 10% of your original purchase price (excluding tax and shipping) good toward any Fotelica portrait sitting, booked within one-year of your original purchase date.
What happens if I cancel my session before the session date without rescheduling?
If your cancellation is final and is received at least 72 hours prior to your scheduled session, you will receive a 75% cash refund and a $20.00 gift certificate valid toward any Fotelica portrait or event photography booking received within one-year of your original purchase date. If you are able to replace yourself in our schedule by finding a friend to take your same session time, you will receive a full 100% cash refund. If you cancel your session with less than the 72 hours required notice, you will receive a 65% cash refund and a $20.00 gift certificate valid toward any Fotelica portrait or event photography booking received within one-year of your original purchase date.
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