FAQ

First, please learn more about retouching. Then, check out a few frequently asked questions.

"Is it free to create an account?" YES! Making an account with Motive Retouching is always free.

"What are your prices?" Our Standard retouching rate is $25 per image. If you have an especially large image, or if you require more detailed work, please describe that to us in the Custom retouching text box when you place your order. From there, we will respond with an estimate. See the rates page for more pricing details.

"How fast will my order be ready?" We anticipate a 2-3 business day turnaround for most orders. However, we cannot guarantee that, as we often need steady communication from our clients, as well as prompt payment, to complete our orders as quickly as possible. We will inform you if we expect a slower-than-usual turnaround. If you have requested a rush order, it will be ready one business day after the time we receive your payment.

"How does the submission process work?" First, you'll need to create an account. If you have one, log in. Then, go to the place order page, upload the image(s) you want retouched, and select the service you require. If you need more than Standard retouching, please type a description in the Custom retouching text box. When finished, save your notes. For Standard orders, you will be taken to PayPal. For Custom or Rush orders, you will see a confirmation that we have received your order request and notes, and we will get back to you via email with an estimate.

"How does payment work?" All payments are secure. You may check out using our secure (SSL) server, or you may pay via PayPal. All major credit cards accepted.

"What file types, dpi, and size should my photos be?" File types must be in .jpg or .png format. Best at 300dpi, but others can work. For 8 x 10s, the pixel dimensions should be at least 1200 x 1500 (with 2400 x 3000 pixels being optimal). If you have no idea what this means, that's okay. Just submit the images supplied by your photographer, and we'll contact you if there's a problem.

"Why can't I proceed to checkout?" Do you have any Custom images in your cart? If you do, even if you also have Standard images, you must wait for our price quote. Then you have to choose which options, if any, you want for the Custom image(s). The new pricing will be updated, and you can go to checkout from there.

"How do I pick up my work when it's finished?" We will send you an email informing you that your order is complete. Once you log in, you can download a watermarked version of your completed image(s) for review. If you are satisfied, you approve the image(s) and download the non-watermarked final retouched version(s) from our site for up to sitxty (60) days after your order is complete. If you do not approve the image(s), you can let us know with notes about adjustments.

Please note that approving the watermarked version(s) of your retouched image(s) is required to download your non-watermarked final image(s).  Doing so waives your right to a refund or exchange.  Why do you have to waive your right to a refund, you ask?  Unfortunately, those who are less-than-honest could download their completed image(s), then claim to be dissatisfied and demand a refund.  Requiring the client to approve the watermarked image(s) first protects both you and us.

"Why do my pictures look funny on the web when I go to the download page?" Images sometimes appear "condensed" when viewed on your web browser, depending on its settings and version. Don't worry. Just download your images to your computer and view them in a standard photo viewer (most likely already included on your system as the default) to see their true appearance. Rest assured, you will see our retouching at work.

"Why do the colors look different on my computer and on my physical images?" Please note that colors appear different on every monitor and when printed from every printer. While the difference may not be apparent to the naked eye, for absolutely precise control over every color, consult your printer.

Please note that standard image viewers, such as Windows Picture and Fax Viewer, often distort the colors of images, and may drain color (this is especially true of the watermarked images we send for you to approve). Viewing images in a dedicated picture viewer, such as MS Paint or Photoshop, will show you images with their true colors.

"What exactly is your satisfaction guarantee?" You will be satisfied with the retouching we've done for you, or we'll redo the image or give you a full refund. We're the only retouchers in the industry who offer you a 100% money back guarantee. So you have nothing to lose.

"I'm using Safari, why won't the checkout page work?" Safari doesn't like our credit card processing page. We recommend you use Firefox or Internet Explorer when going to checkout. If you must use Safari, please choose to pay with PayPal in order to avoid errors. We're working to resolve this issue.

 

FAQs re: SERVICES WE OFFER

* Note that this list is always expanding and does not list all our services

"My image is out of focus. Can you fix it?" We do offer "sharpening" as a Custom service. However, images that require sharpening will not look as crisp as an image that originally was in focus. More, we recommend only a small amount of sharpening be applied, otherwise the image will look too obviously manipulated.

If you have a slightly out of focus image, go ahead and submit it; you always have our 100% satisfaction guarantee, so if you're not pleased, you can get your money back.

"Can you add my name to my headshot?" Absolutely. Submit your image as a Custom image, and specify the location you'd like the name placed, the font you'd like used, and the background color you'd like. We have a standard system we use for border size, font size, and spacing. We will quote you a nominal fee, and once you submit your payment, we'll begin work.

Please do note that if you want exact control over the placement of your name, etc., it is best to have this completed by your printer (they will charge you a hefty fee, but you can control it in person).

"Can you crop my headshot?" No problem. Submit your image as a Custom image, and specify what you'd like cropped in or out (as in, "I want it cropped to remove the white ceiling at the top of the photo" or "I want the left side cropped out so my face is in the middle of the image").