JTP FAQ

Browse our frequently asked questions.
If you cannot find the answer you need, please feel free to reach out to us via your order email or contact us here.

Photos

When will I receive the images I ordered?

We will be emailing you within 2 weeks after you have ordered with a link to download your digital images you purchased. Remember that we will be photographing the meet until the end of each weekend and therefor are usually unable to fulfill orders until after the meet has concluded. Please be patient with us as we finish up the meet and give us the full 2 weeks before reaching out as I promise we are sending out orders as soon as we can.

I can't find my order e-mail

There's two things that could be going on here.

1. Your order email is in your spam or elsewhere. Please check your spam. Also do a search for jtpmeets and jtpmeets@gmail.com to search all other folders. Please also add us to your contacts. This will help future e-mails to go where they should, your inbox!

2. You may have missed a step in the ordering process. If you submitted an order form, but did not proceed to the store to make the actual purchase, your order is not fully submitted! If you think this has happened, please reach out to us at jtpmeets@gmail.com and we'd be glad to help!

I ordered images, it's been 2 weeks and I still don't have them

There's three things that could be going on here.

1. Your order email is in your spam or elsewhere. Please check your spam. Also do a search for jtpmeets and jtpmeets@gmail.com to search all other folders. Please also add us to your contacts. This will help future e-mails to go where they should, your inbox!

2. You may have missed a step in the ordering process. If you submitted an order form, but did not proceed to the store to make the actual purchase, your order is not fully submitted! If you think this has happened, please reach out to us at jtpmeets@gmail.com and we'd be glad to help!

3. It's right after a meet, we have way more orders than expected and are sending them out from dawn until midnight. If it's been two weeks and you still do not have your order, sometimes we get way more orders than expected ( we LOVE you all ) and our small team is doing everything we can to catch up as fast as possible. Please feel free to reach out to us at jtpmeets@gmail.com to check on your order if we haven't already reached out to you! We appreciate your patience AND your support!

I can't get my images to download

Please be sure that you are attempting to download your SmugMug photos from a desktop as mobile and tablet devices can be a bit finicky.

1. To download, make sure you're choosing the download all button on your album menu. The download all button is a grey button with a down arrow right next to the black "buy photos" button.

2. Select a valid e-mail address to send your photos to and wait for them to be sent. This process can sometimes take a bit.

Posters

I ordered a Poster. How do I design it/pick my image(s)?

Once you place your order for one of our custom posters, please give us 2 weeks to send you an email that contains our link to our Poster Design form. This is where you will be able to choose your favorite image(s) for the poster and all other details. Even if you did not order the digital gallery of your gymnast's routine, we will still send you the watermarked gallery to look through so you can choose your favorite(s).

Once you submit your design form, we will design the poster and email you a digital proof to make sure you are happy with the design before we officially order the 18"x 24" physical poster to be shipped to your home.

I ordered a Poster but not the Routine Images. How will I pick my favorite image(s) for the poster?

If you ordered just a poster but not the routine images, do not worry! You will still be able to look through ALL the images we took to choose your favorite image(s)! The images will simply be watermarked when we send you the link to view them via email within 2 weeks after ordering.

I've submitted my proof, what happens next?

Once your proof is approved, we are working on getting your beautiful poster shipped to you for FREE! Shipping will take 1-2 weeks depending on your location. If you would like your poster sooner than this, just send us an email as rush options are available.

How long will it take to receive my poster once ordered?

Our Poster process takes 4-6 weeks in total from the day you ordered to the day the poster arrives at your door as long as we receive your Poster Design Form within 1 week after we emailed you the link.

Our Poster Process:

1. Place your order

2. Wait for the "Poster Design Form" link to be emailed to you (within 2 weeks after ordering)

3. Design your Poster. (due within 7 days after receiving form)

4. Proof it! Once we receive your design form, we will work up a design for you, email you a digital proof (that you get to keep!) to make sure everything looks 100% the way you want.

4. Ship it! Once approved, we will ship your poster to you with FREE shipping!
Please note that shipping takes an additional 1-2 weeks on top of our 4-6 week poster creation timeline.

What is the meaning to life?

Brownies. With vanilla ice-cream. Search no more.