Effective Date: 5/1/2023
At Dream Anchor Photography, we take pride in the trust our customers place in us to handle their precious memories. The importance of capturing life's special moments, of course, extends beyond capturing your images. That is why we prioritize a streamlined, high-quality delivery process that surpasses your expectations for our photography sessions.
This policy outlines our approach to customer orders, the editing process, and our commitment to guaranteeing the delivery of the final product.
Photography Order Placement and Requirements:
The Proofing Gallery: We provide a proofing gallery for feedback on initial edits. Our editing team selects only the best-quality images to ensure your satisfaction and preserve the beauty of your precious moments.
Order Placement: Customers must submit requests through our designated online channels or in person at our studio to initiate the order process. Our customer support team is available to guide and assist customers throughout the process.
Order Details: We allow and encourage our customers to provide detailed instructions regarding their desired editing preferences, including retouching requests, color correction, cropping, and other guidance. The more information we receive, the better we can tailor the editing process to meet expectations.
Service Level Agreements (SLAs):
Standard Photoshoots (Family, Seniors, Couples, Engagements, etc.):
Proofing Gallery Delivery: We strive to provide you with a seamless experience, delivering the proofing gallery for standard photoshoots within 14 business days from the session date. The proofing gallery allows you to review and select your favorite images for further editing and final delivery.
Ordering Window: Once the proofing gallery is released, you have a generous ordering window of 90 days to choose and place your order.
Editing Timeframe: After submitting your order, the editing process typically takes 5-10 business days.
Extended Contract Sessions (Commercial Photography, Weddings, Events):
Proofing Gallery Delivery: We understand the importance of capturing significant milestones, and for extended contract sessions, we aim to deliver the proofing gallery within 3-4 weeks from the session date.
Ordering Window: Similar to standard photoshoots, you have a 90-day ordering window following the release date of the proofing gallery to make your selections and place your order.
Editing Timeframe: Once you've finalized your order, our editing team dedicates their expertise to ensure ideal results. The editing process typically takes 5-10 business days for each selected image, allowing us to provide exceptional quality photographs that capture the essence of your special moments.
We anticipate higher order volume and editing requests during peak seasons, such as holidays, popular events, and favorable weather conditions.
Priority Ordering Service: For customers seeking a faster turnaround time, we offer our Priority Ordering Service at an additional cost. By selecting this service, you can expect your edited images to be delivered within a dedicated editing timeframe, significantly reducing the processing time. Contact our customer support team for more details on pricing and availability for your specific session type.
Delivery of Final Product:
Packaging and Delivery: We carefully package the final product to ensure its safe transit once the editing process is complete. We utilize secure and reliable delivery methods to guarantee that the photographs reach our customers in pristine condition.
Delivery Confirmation: To provide peace of mind, we offer delivery confirmation notifications or tracking numbers to our customers, allowing them to monitor the progress of their shipment and stay informed about the expected delivery date.
Satisfaction Guarantee: We stand behind the quality of our work and are committed to our customer's satisfaction. If a customer is dissatisfied with the final product, we offer a satisfaction guarantee, providing options for re-editing or addressing any concerns to ensure their complete happiness.
Peak Season, Off-Season, and SLA Summary:
June through October (Peak Season) may experience higher service demand. At the same time, we consider November through May our off-season. During these times, the volume of orders and the complexity of editing requests may vary, impacting our standard Service Level Agreement (SLA).
We anticipate higher photography order volume and editing requests during peak seasons, such as holidays, popular events, and favorable weather conditions. While we strive to maintain our high standards of quality and timely delivery, the increased workload may extend our standard SLA. Therefore, we work diligently to optimize our processes to minimize any impact on turnaround times.
In contrast, when demand is typically lower during off-season periods, we can sometimes expedite the editing process and deliver your photographs sooner than our standard SLA. As a result, we use these periods to enhance our efficiency and ensure prompt delivery of your edited images.
Our commitment to exceptional service and high-quality photographs remains unwavering regardless of the season. We constantly monitor and adjust our operations to meet the demands of each season, aiming to strike the right balance between efficiency and maintaining the highest editing standards.
We value your trust and assure you that we will communicate any variations in our SLA clearly and transparently. In addition, our customer support team is always available to address any questions or concerns regarding the impact of peak and off-seasons on our standard SLA.
Communicating Policy Variations:
We strive to maintain transparency and open communication with our valued customers. While we have established the policies mentioned above to guide our editing and delivery processes, we understand that exceptional circumstances or unforeseen factors may occasionally arise, leading to variations from the standard procedures.
In such cases, we are committed to promptly communicating any variations to our customers. If, for any reason, there is a change in the expected delivery timeframe or editing process, our dedicated customer support team will reach out to you personally. We will provide clear and timely updates regarding the status of your order, ensuring that you remain informed throughout the process.
We aim to ensure that you understand our steps to address the situation. However, your satisfaction is our top priority. Therefore, we will work closely with you to find the best possible solution in alignment with our commitment to delivering exceptional service and results.
Should you have any questions or concerns regarding policy variations, please do not hesitate to contact our customer support team. We are here to listen, assist, and provide the necessary information to address any queries.