FAQ
Support is available Mon to Fri, 9am – 5pm EST | support@sportgraphics.com | (508) 925-0406
PRODUCT INFORMATION
Product types, common terms and details on our various offerings.
SHIPPING INFORMATION
Shipping methods, costs, delivery times, expediting services.
POLICIES INFORMATION
Returns/Exchanges, Security and Privacy policies.
CONTACT US
If you're unable to find your answer in this Help section, here's how to contact us.
Product Information
What types of Products do you sell?
What is a Custom Framed and/or Matted Photo?
Does the image on your site accurately represent what I will be sent?
Can I purchase the digital file instead of ordering a print cop of the picture?
1. What types of Products do you sell?
Our products include photographic prints, digital jpegs, custom matted and/or framed photos, and various specialty items. Each product featured in our store is reproduced from the original digital file, or negative using state-of-the-art-technology. Following the selection of an image our team oversees the creation of your piece of fine art through reproduction, assembly and shipping.
2. What is a Photographic Print?
We offer prints in a variety of sizes, ranging from 5"x7" to 20"x30". Our panoramic prints are 10"x20". If you are interested in larger photo sizes please contact us. When you purchase a photographic print, your image will be printed on high-quality stock with archival ink and UV protection. This ensures the appropriate environment to preserve your photograph for many years of enjoyment. Photographic prints ship in 7-10 business days after sale.
3. What is a Custom Framed and/or Matted Photo?
Most of our custom framed photos are available in two options: metal or wood and are offered in a variety of colors. Wood frames are available in black or dark walnut finish. Metal frames are available in black, gold or silver finish. Most of our framed photos are available with an option to be matted with an acid-free double mat with a beveled edge. Our custom frame shop offers a choice of mat colors; black, ivory, blue, grey and burgundy. Premium True Glass provides clear, lightweight protection for your art. This presentation allows us to preserve your photograph for many years of enjoyment. Custom framed photos ship 3-4 weeks after sale.
4. Does the image on your site accurately represent what I will be sent?
Each image has been captured by a professional photographer and is reproduced from a digital file or negative using state-of-the-art technology. However, we cannot guarantee that the printed product will accurately reflect the color settings of your monitor or mobile device. Online proof images: Light or dark proofs will be corrected during printing. All photos are professionally printed on high quality photo paper and are unconditionally guaranteed.
5. I have noticed the Sport Graphics symbol appears on your online photos. What is this and why is it on the photography? You are referring to a "watermark" that has been placed on the photos you see on our site to ensure that no one downloads the images without permission or pirates the photos without proper authorization. Please be assured that this marking will not be on photography products purchased from the store. Note that all our photo prints and digital images are produced with a © Sport Graphics logo on them in the lower right hand corner of all images.
6. Can a color photo be converted to black & white?
Yes, call our customer service department at 508-925-0406 and we can assist you on this matter.
7. Can I purchase the digital file instead of ordering a print copy of the picture?
Yes, per the license agreements we have in place with each organization and photographer, we are able to sell or distribute digital files at this time. They are available on our website.
Order Information
Locating Photographs:
How do I find my photograph after the event?
How do I find my photograph once they are available for viewing?
Do you have photographs of every participant for every event?
Ordering Photos:
If I encounter a problem while submitting my order, should I just resubmit?
What if I have placed a duplicate order?
Can I cancel an order after it has been submitted?
What payment options are accepted by Sport Graphics?
I tried adding photographs to my cart, but haven’t had any success. What’s going wrong?
Who is responsible for any duty or value-added taxes?
How do I obtain permission to use photos for editorial or advertising purposes?
-- Locating Photographs:
1. How do I find my photograph after the event?
Simply click on a regatta name on the front page of the site under the recent regattas section. If the photos have not been posted yet, you may submit your e-mail address and we will notify you with a hyperlink as soon as they are posted.
2. How do I find my photograph once they are available for viewing?
Once the photographs are posted online, you can access the photographs by first visiting the event page which is accessed by clicking on regatta name on either the site’s front page (www.sportgraphics.com) under the recent regattas section or click on the “all regattas” button. Once you are on a regatta page, you can either choose a school or club name and/or event name to minimize the number of proofs to view or simply browse through all photos from the event that are displayed below the search fields. Note: in events that we cannot ID a specific school or club, we list them as “A-Help us Identify”.
3. Do you have photographs of every participant for every event?
Unfortunately no. While we do our best to capture top-quality, identifiable photographs of every participant, the circumstances of event photography make this impossible. While Sport Graphics has been recognized as the industry leader for its coverage, quality, and customer experience, there are always a few participants who manage to sneak by our photographers.
-- Ordering Photos:
1. If I encounter a problem while submitting my order, should I just resubmit?
If you are unsure your order was properly submitted, contact our Customer Service Team at (508) 925-0406 or via e-mail at support@sportgraphics.com and we will be happy to assist you.
2. What if I have placed a duplicate order?
If you feel you have placed a duplicate order, please contact our Customer Service Team at (508) 925-0406 or via e-mail at support@sportgraphics.com and we will be happy to assist you.
3. Can I cancel an order after it has been submitted?
Yes. To cancel an order, have your order number available and contact our Customer Service Team at (508) 925-0406 or via e-mail at support@sportgraphics.com.
4. What payment options are accepted?
We accept most major credit cards from most countries (Visa, Master Card, American Express, and Discover), checks and money orders; International customers who are not able to supply credit card information must submit payment in the form of an international money order, drawn from US funds. Please note that prices, item availability, and shipping charges are subject to change without notice.
5. I just ordered a print that showed "Usually ships in 7 to 10 business days" but after framing the item and adding it to my Shopping Cart, it now shows "Usually ships in 3 to 4 weeks". What happened?
Not to worry. The timeframe change reflects the average time it takes our framers to complete your custom frame.
6. I tried adding photographs to my cart, but haven’t had any success. What’s going wrong?
To order through the Sport Graphics web site, you must have “cookies enabled” which will permit you to use the shopping cart feature.
7. Is my order guaranteed?
Sport Graphics is committed to quality products and your satisfaction is 100% guaranteed! If for any reason you are not completely satisfied with your purchase, you may return it within 30 Days of receipt and receive a free replacement or a full refund for the price of the product. Digital images may not be returned for a free replacement and they are non-refundable. Shipping charges will not be refunded. Please call our Customer Service Team for a return authorization at (508) 925-0406. Place the product in its original packaging and return it to us at the address: Sport Graphics / 87 Spring Street / Shrewsbury, MA 01545
8. Who is responsible for any duty or value-added taxes?
Customs Fees and VAT (Value Added Tax) are not included in our shipping charges. You may be required to pay duties and taxes to claim your package, depending on your local customs office. Sport Graphics, Inc. has no control over this, and has no way of determining what duties and taxes may amount to. We encourage you to contact your local postal service or customs bureau for more specific information.
9. How do I obtain permission to use photos for editorial or advertising purposes?
All images are copyright protected by Sport Graphics. You must have written permission to publish any materials created by Sport Graphics. This copyright policy also applies to our website. For more information go to contact us.
Shipping Information
How will my package be shipped?
How do you estimate the TOTAL DELIVERY TIME?
How do you estimate the ORDER PROCESSING TIME?
How do you estimate the SHIPPING TIME?
How much does shipping cost: USA and International?
EXPEDITING SERVICES: order processing time and/or shipping time.
What happens if only a portion of my order is available for immediate shipment?
How do I know that my item has shipped?
What if I have not yet received my order but it shows that it has shipped?
Can I ship to a P.O. Box? Can I ship to an APO?
Who is responsible for any duty or value-added taxes?
1. How will my package be shipped?
All items are carefully packaged to prevent damage during transit. Sport Graphics ships with a variety of carriers to provide the best service and lowest cost for our customers. You may track your order on our website, only if you create an account before you place your order. By clicking the order status link in the footer and then entering your order number and email address.
Note that orders are shipped only Monday–Friday. Delivery estimates do not include weekends.
| Product | Standard Shipping Method | Expedited Shipping Method |
| Photographic Prints | USPS | FedEx |
| Custom Framed or Matted Photos | USPS | FedEx |
| Digital Images | N/A | |
| Specialty Items | USPS | FedEx |
2. How do you estimate the TOTAL DELIVERY TIME?
Total Delivery Time for Your Order
We add the time it takes to process your order (order processing time) to the estimated time it takes to ship your order from our facilities to your destination address (shipping time).
Orders that contain multiple items with different ship times will be shipped out based on the item with the longest shipping time.
3. How do you estimate the ORDER PROCESSING TIME ?
It depends on the products ordered. All standard order processing time estimates below are from your order payment confirmation date. Sport Graphics’ order processing options are outlined in the chart below. We offer an EXPEDITED order processing service. Please see below our optional Expediting Services.
| Product | Standard Order Processing Time | Expedited: Order Processing Time |
| Photographic Prints | 7-10 business days | Order ships in 2-3 business days |
| Custom Framed or Matted Photos | 3-4 weeks | Order ships in 2-3 business days |
| Digital Images | 1-2 business days or sooner | N/A |
| Specialty Items | 3-4 weeks | Order ships in 2-3 business days |
NOTE: When orders are placed between May 15th thru June 15th and Oct 15th thru Nov 15th, add an additional 5 business days to the processing times.
4. How do you estimate the SHIPPING TIME ?
Sport Graphics’ shipping options are outlined in the chart below. Shipping prices vary according to speed and/or whether the shipping time is guaranteed. We offer an EXPEDITED shipping service. Please see below our optional Expediting Services.
| Method | Shipping time (after we print and ship your order) | Sat. Delivery? | Guaranteed? (once your order is shipped) |
| Standard Ground | 3-7 business days* | Yes | No |
| Next Day (USA only) | 1 business day | No | Yes |
| Canada | 4-10 business days | No | No |
| Other International | 6-14 business days | Depends | No |
*Standard ground shipping times are estimates and are not guaranteed. Shipping times of up to 10 business days (14 business days during holiday periods) can occur.
International orders: If you provided your email address when ordering, you will be sent a shipment notification when the item leaves our facility. The actual delivery timeframe will vary based on your destination and your country’s customs office. Although most shipments do arrive within 6-14 business days, you must allow up to 6 weeks for delivery. Note that International orders shipped with standard delivery cannot be tracked.
5. How much does shipping cost?
US Destinations
| Product | USPS -1st class | FedEx next day |
| Photographic Prints | 15% of item total | $50.00 |
| Custom Framed or Matted Photos | 15% of item total | $50.00 |
| Specialty Items | 15% of item total | $50.00 |
| Digital Items | N/A | N/A |
Canada
| Product | USPS -1st class | FedEx next day |
| Photographic Prints | 15% of item total | N/A |
| Custom Framed or Matted Photos | 20% of item total | N/A |
| Specialty Items | 20% of item total | N/A |
| Digital Items | N/A | N/A |
All Other Countries
| Product | USPS -1st class | FedEx next day |
| Photographic Prints | 25% of item total | N/A |
| Custom Framed or Matted Photos | 25% of item total | N/A |
| Specialty Items | 25% of item total | N/A |
| Digital Items | N/A | N/A |
6. EXPEDITING SERVICES: order processing time and/or shipping time.
The following optional expediting services are provided for your convenience when you need your items “sooner” rather than “later”. You may choose one or both services. These expediting service options are selected during the checkout process.
Order processing time is expedited: the processing time of the order is expedited and shipped within 2-3 business days.
Expediting the order processing time does not expedite the shipping time.
The expedited order processing service charge is double the amount of order subtotal.
Shipping time is expedited: the shipping time of the order is expedited and shipped next day FedEx. Only available to orders shipped within the USA and not available to all areas within the USA.
Expediting the shipping time does not expedite the order processing time.
The expedited shipping time service charge is the domestic ground shipping rate, plus the next day FedEx charge.
Within the USA only:
Overnight (1 business day): $50
International only: due to shipping restrictions, we are unable to expedite the shipping service.
7. What happens if only a portion of my order is available for immediate shipment?
Sport Graphics attempts, when possible, to consolidate products in your order before shipping. However, for your convenience and to expedite your order, we may ship your items in multiple packages at no additional cost. When we ship your order in multiple packages, these packages may arrive on separate days. Nonetheless, you should still receive your entire order within the estimated delivery date.
8. How do I know that my item has shipped?
When your order ships; we e-mail to you an order shipping confirmation e-mail. If tracking service is available, we’ll include the tracking or airway bill number in your shipping confirmation e-mail (if you do not receive a tracking or airway bill number, then a tracking service is not available for your package). You may check the status of your order on our website, only if you create an account before you place your order. By clicking the order status link in the footer and then entering your order number and email address.
9. What if I have not yet received my order but it shows that it has shipped?
If that date has passed or you have any other concerns about your order, please contact our Customer Service Team at 508-925-0406 or via email at support@sportgraphics.com
10. Can I ship to a P.O. box? Can I ship to an APO?
Yes, within certain guidelines. The USPS delivers packages 11" x 14" and smaller to a P.O. Box or APO address. Larger framed items must be
shipped to a street address. Note also that for items shipped to a street address, a phone number is required.
11. Who is responsible for any duty or value-added taxes?
Customs Fees and VAT (Value Added Tax) are not included in our shipping charges. You may be required to pay duties and taxes to claim your package, depending on your local customs office. Sport Graphics, Inc. has no control over this, and has no way of determining what duties and taxes may amount to. We encourage you to contact your local postal service or customs bureau for more specific information.
Policies Information
1. Return & Exchange Procedures
Sport Graphics is committed to quality products and your satisfaction is 100% guaranteed! If for any reason you are not completely satisfied with your purchase, you may return it within 30 Days of receipt and receive a free replacement or a full refund for the price of the product. Digital images may not be returned for a free replacement and they are non-refundable. Shipping charges will not be refunded. Please call our Customer Service Team for a return authorization at (508) 925-0406. Place the product in its original packaging and return it to us at the address below:
Sport Graphics
87 Spring Street
Shrewsbury, MA 01545
Please be certain to include in a note the following information:
Name
Address
Telephone Number
Sport Graphics Order Number
Item being returned
Why you are returning it
Once your returned product is received in good condition, we will issue a credit within 10 business days. Shipping and handling charges will not be refunded.
2. Security
Sport Graphics utilizes a secure server in all the transactions that hold sensitive information. A secure server guarantees the privacy of data transmitted through the Internet, including credit card information, through an SSL protocol that encrypts the information.
3. Privacy Policy
Your privacy is very important to us, and we are committed to respecting your privacy on our site. In order to provide our services, we will require information (including address and credit card information) from our customers. We will maintain the confidentiality of information provided in accordance with our Privacy Policy.
Contact Us
Questions about your order and requests for information about the photos/images offered by Sport Graphics should be directed to:
Sport Graphics | 87 Spring Street, Shrewsbury, MA 01545 USA
By Email: support@sportgraphics.com | Via the Web: Contact Us Page
Order Line: (508) 925-0406