How do I contact the photographer?
Most photographers have a Contact page listed, which includes a form you can fill out to send them an email. If they don’t have a Contact page on their website, they may have contact information listed near the website menu on the homepage.
What do I do if I experience a technical issue during the checkout process?
If you have trouble checking out, feel free to reach out to your photographer or contact our Technical Support team at firstname.lastname@example.org.
We’re available Monday - Friday, 9am - 7pm ET and will do our best to get back to you within one business day.
I don’t see an “add to cart” button or cart icon next to the image. How to I buy it?
It’s possible the photographer has not priced the image for sale. Please contact the photographer using the Contact form on their site to inquire about purchasing.
My photographer sent me a link to my photos, but I don’t see a download button. How do I get my photos?
If you received a link to your photos from your photographer, it was one of two link types:
- If the link takes you to a page displaying images with instructions on selecting favorites, this link is not meant for downloading, but to select proofs. You can share your selections with your photographer from this page, but you cannot download images here. Request download access to the images from your photographer.
- If the link takes you to a gallery on the photographer’s website, but you don’t see a download button either when viewing the full gallery or when viewing individual images, please contact your photographer to enable download buttons for you.
Do I need a PhotoShelter account to buy images?
Nope! While a free account is required to keep track of past purchases, create and view lightboxes, and access invitation-only galleries, you can choose the Guest Checkout option to complete a purchase without creating an account or logging in. All we'll need from you is an email address. Please note that Guest Checkout is not supported in all countries.
Why does my single order show multiple shipping charges?
The photographer may be fulfilling different items through different vendors, thus incurring multiple shipping charges. Reach out to your photographer for more information.
I'm trying to check out, and it says something about PayPal.
Photographers who sell images through the PhotoShelter shopping cart have the option of accepting payment through PayPal. If they have configured their account this way, you will be required to enter your credit card information through the PayPal website, or you can log into PayPal and pay using your PayPal account.
You will be redirected from the photographer's site to the PayPal site to complete your transaction, but you do not need to log into PayPal to finalize the purchase. Once redirected to PayPal, you should see an option for PayPal "Guest Checkout."
If you see an error after being redirected to PayPal.com, the error is on PayPal's end. Try the checkout again in a few minutes. If the error still appears, please reach out to our Technical Support team and include the URL of the page where the error appears.
I accidentally added the wrong print/download size to my cart. Can I change that without having to start all over again?
Yes! You should see "Change Item" and "Remove" links next to each line item in your cart. Simply click the "Change Item" link to open up the same "Add to cart" window from which you chose your item earlier, and make your new selection. Click "Remove" to take just that item out of the cart without affecting anything else you may have added.
I accidentally added the wrong item and checked out. Can I change my order after I have paid?
Don’t panic! Contact the photographer as soon as possible. Some print and product orders process and ship very quickly, so we can’t always guarantee a full refund, but we’ll work together with your photographer to find the best possible solution.
I want to purchase a download, but when I click the "Download" link from the photographer's website, it tells me to login. I thought you said I didn't have to login to buy!
The "Download" link actually only allows for *free* downloads. You will only be able to download using this link if the photographer has granted you such access. To purchase a download, you will want to click the "Add to cart" or "Buy" button (you may see either depending on the design the photographer has chosen for their site).
I can’t see a way to check out on my phone/tablet. Help!
If you’d like to make a purchase on a photographer’s site and check out, you’ll have to do so on a desktop computer. Currently, the e-commerce platform is not optimized for mobile and tablet use, but we’re planning to change this very soon!
I’m trying to create a new account, but it says my email is already in use. What do I do?
This means that at some point in the past, you already created a free account with us under this email address. No worries if you don’t remember! Just click “Forgot Password?” on the login page, and we’ll send you an email with a link to reset your password.
I’m looking at a lightbox, but there are gray “N/A” boxes in place of the photos. What happened?
This is usually a result of the image owner changing a photo’s visibility settings, or the lightbox was shared with someone who should not have access given the photo’s visibility settings. All you need to do to remedy this is share the Lightbox with the photographer or image owner, and the images will be visible once more.