SPORTS QUESTIONS

Yes, ROC THE PHOTO is owned and operated by a lifelong resident of Rochester, NY.

Click here to locate your event and begin your order. We do not distribute paper order forms.

• ROC THE PHOTO uses a prepay ordering system.

• Our prepay ordering system offers the best value and largest selection of products.

• We do not offer a proof program.

• You do not need an access code to order (access codes are only required for Gallery Sale events).

• Your satisfaction is guaranteed. If you are not pleased, we will refund your order.

• You have until 11:00pm on picture day to place your order via our prepay ordering system.

• Special print rates are only available on prepay ordering system.

• A Gallery Sale opportunity to order is available two weeks after picture day at increased prices.

• Viewing your photos prior to ordering is only available on the Gallery Sale system.

• ROC THE PHOTO uses a prepay ordering system. If you did not get a chance to order before picture day you can still order in our Gallery Sale system.

• An access code is required to login and view your image. Images are live after the first round of pictures have been delivered (about 20-25 business days). For sports league access codes you will need to contact ROC THE PHOTO.

• The options and products are limited in Gallery Sale and there is a price increase. There are no packages offered in Gallery Sale.

• Please note, Gallery Sale orders are shipped directly from our lab and therefore we are not able to cancel or refund.

• Please wait 8-10 days after shipping to receive your order.

For your child’s safety, we do not publish images in a mass gallery . You will need an individualized access code to view your child’s image(s). For sports leagues you will need to email us at info@ROCTHEPHOTO.com for access with the following information:

Event:

Athlete Full Name:

Team:

Level:

Coach: 

Please keep in mind it will take 3-6 days after we have processed the initial prepay orders to send the code and another 2-8 for the image to post to the website.

Email us!

We do not offer a proofing system.

Your satisfaction is guaranteed on our photos. If you are not satisfied you can return your photos for a refund. You must return the images to receive a refund.

A “Gallery Sale” opportunity to order is available after picture day where viewing is available. However, special print rates and products are only valid on prepay . Access codes are required for Gallery Sale ordering and the event is up for 3 months.

Gallery Sale orders are not able to be cancelled or refunded.

For sports protraits, a makeup day may be requested by the league or sports director.  For sports leagues all makeups will be by appoinment only during 1 predetermined evening (usually 2-4 days after the original picture day) at ROC THE PHOTO's studio location.  

Please call or email us for additional details on makeup day and to make an appointment.

For school sports pictures, makeup day will usually be during modified portraits.

Due to league deadlines and processing times, we are on a tight schedule and need to begin team image creation promptly .

Our secure, online prepay system only accepts credit cards.

If special arrangements need to be made for cash or check payment please contact us prior to your event.

Yes, you can place one order for multiple athletes in our online ordering system.

1. Add the first athlete’s name and click “Add”

2. Add second athlete’s name and click “Add”

3. Add second athlete’s name and click “Add”

If sibling photos are available please use both athlete’s first names in the “First Name” field. For example, First Name: “John and Sarah”

Please insure desired athlete’s name is selected when adding items to an order with multiple athletes and review each athlete’s items before placing order.

Please contact ROC THE PHOTO to see if sibling photos are available for your event.

If available, please communicate with your athletes that they are responsible for letting the photographer know they ordered a “Sibling/Buddy Photo” Our photographers/assistants do not have access to the prepay order system to confirm.

To order a “Sibling/Buddy Photo” via our prepay ordering system:

1. Enter 1st Athlete’s Name

2. Enter 2nd Athlete’s Name

3. Enter “1st Athlete’s Name and 2nd Athlete’s Name”

Follow the order system process and choose the products you would like to order for the “Sibling/Buddy Photo”.

For our league sports, we offer a “Pick a Pose” poster for athletes to choose from for their individual photo.

This pose selection is left up to the athletes. Please communicate with your athlete prior to entering the photo area if you want to choose the pose for them. There are often “Pick a Pose” posters at the greeter station.

ROC THE PHOTO encourages the athletes to bring their own prop (bat, glove, ball, stick, etc.) to make there portrait more personal.

For baseball, we have only bats in the photo area for athletes to borrow.

• Yes, scroll to the bottom of the packages page and you will find “Would you like to order a la carte?”
• Click “Learn More”or select “a la carte” at the top menu.

Yes, retouching is available for purchase in the add-on items (this will include glass glare removal).

• For digital downloads, you will receive an email within 20-25 business days. Use the link provided to download your athlete’s individual portrait image.

• You have 30 days to download your file. After 30 days, an addition fee may be added to access your file.

• No refunds are given after you have downloaded your image.

• For safety reasons, we do not offer digital downloads for team photos.

• You will receive a “release letter” granting access to print and post these images to social media.

Yes, you may select this delivery option during checkout.

Please expect your order in 25-30 business days after picture day .

Some leagues select the ship to home option automatically.

Our Photo Day System is designed for us to match your athlete with the order placed. This means we do not need your athlete to bring an order confirmation or order number, but we recommend keeping a copy for your own reference.

Our prepay ordering system does not allow us to add to your order once it is placed. However, as long as the prepay ordering system is still open you can place an additional order.

If you entered incorrect information in your prepay order, please email us at info@ rocthephoto.com as soon as possible with the correct information.

Make sure you include the event name, order number and first and last name of athlete.

Please note, Gallery Sale orders are shipped directly from our lab partner and therefore we are not able to cancel, refund, or change any part of the order.

• When you place an order, the charge will be listed as “ROC THE PHOTO”.

• You may see multiple charges on your credit card until the “hold” clears. Please allow 2-6 days for it to resolve.

• If you credit card is declined, double check that the billing zip code matches the zip code provided to your bank.

• If you place multiple orders throughout the year, you might be notified of recurring payments. Please note, we only charge your card when you place an order.

ROC THE PHOTO will NOT sell any of your data or personal information to any 3rd party. Your privacy and security is very important to us.

You can receive order updates by checking the “Subscribe to Updates for this event” box when you place your order.

Updates include order status, preview images and last chance order opportunities.

We promise not to spam your inbox!

In most cases, all orders will be delivered to the league and the league will be responsible for handing them out.

Or you can purchase ship to home when placing your order.

Some leagues have predetermined that all orders will be shipped directly to the address provided when your order was placed.

If there is an issue, please contact us within 15 business days to resolve your order.

90 days after picture day, the images are archived. If issues are brought to our attention after this time, additional fees may apply.