FAQs
What dimensions do the photos have?
All photo dimensions are indicated in cm. Below you can find some conversions.
| cm | inch |
| Prints | |
| 13x18 | 5x7 |
| 20x30 | 8x10 |
| 30x45 | 10x18 |
Which is the biggest size I can print the digital products?
You can print our digital products until poster size 30x45 cm (10x18 inch) without any problems.
How fast can I look at my pictures in the internet after the end of an event?
We strive to sort out the pictures as quickly as possible and to present them online. Often that only takes 24 hours. In the case of a big event we normally require a few days until all pictures are accessed. If you have previously registered yourself for a competition under tab “upcoming events” we will automatically send you a notification via email when the time comes.
When can I expect delivery of my pictures?
It usually takes seven to ten weekdays until shipment reaches its destination. In individual cases however it can occur that the photos are en-route somewhat longer. Should you not have received your delivery after a longer period of time please contact our customer service via email. We will immediately try to find out if and when your pictures were sent or where they were lost.
Download-Emails normally take 0-24 hours. If you won't receive in time please check your SPAM folder and the capacity of your Email folder. If there is no Email please contact our "Support Center".
When looking for my pictures using my start number and/or my last name I can’t find any pictures of myself. What’s going on?
First please check the correct spelling of your name as well as your start number. Assure yourself that you have chosen the correct competition. Should you still not be able to find pictures of yourself it could be due to the following reasons: Because of the dynamic of sport photography it is very difficult to only shoot photos in which each participant can be exactly identified. There are always some photos in which the start number is partially or totally concealed.
In the case that you cannot find a photo of yourself – or you would like to find additional shots of yourself – we recommend you look under the tab “Lost & Found” of your competition. There you can leaf through all pictures of the competition which weren’t able to be precisely sorted out and we’re sure you’ll soon discover something.
Tip: You know the name or start number of another participant who was often next to you en-route? Maybe a friend or relative? Try to find him/her. Maybe you’ll get lucky and both of you are in the picture.
How does the search in the category „Lost & Found“ work?
This category is available for every event. It consists shots of participants whose start number is partially or totally concealed – often by the arms or clothing of the participant him-/herself or by other participants. So that you don’t have to look at all the pictures you can search by competition disciplines or personal characteristics. Then maybe it will work easier and faster.
How do I add the pictures from “Lost & Found“ to my personal picture gallery?
If you have found additional pictures of you in the „Lost & Found” category please send us an Email with the picture-ID’s and your BIB# to office(at)asiphoto.net. The pictures will be added to your gallery and as soon as they appear in your gallery you can order a whole photo package.
Can I add pictures from other participants to my „Ultimate Photo Pack“?
No, unfortunately this is not possible. The „Ultimate Photo Pack“ obtains only pictures for one participant.
Will my photographic prints come out better than the photos that I can look at on the website?
Yes, we exclusively manufacture high-resolution photos which are exposed on qualitative first-class photographic paper. The low photo quality on the internet merely serves the reduction of data emergence and therewith the comfortable handling of the website.
Is there a guaranteed quality for my photo order?
Should justifiable deficiencies present themselves we will of course compensate to a full extent. In the case of damages during shipment we will send you new prints free of charge. Should a picture be blurred we will refund the invoice amount for that picture.
How can I know if my order was effective?
When we receive your order we assign an order number which will be sent to you as order confirmation via email. Please keep this number at hand for possible queries.
What can I do if my credit card has been charged and no confirmation Email has come in?
If you haven’t received a confirmation Email for your order please contact immediately our support. The order will be rechecked and if not present reconstructed (Do not order online a second time!)
How can I check my order status?
You can check your order status on the internet. Please contact our customer service via email using your order number when experiencing problems or missing deliveries. We will then investigate immediately where your shipment has ended up. Unfortunately transport losses do sometimes occur – in this case we kindly ask you to be patient and we will send replacement free of charge.
By which means will I receive my order?
We send photographic prints via mail, digital photo-datasets via download. Photographic prints are carefully packaged so that your photos cannot be damaged while en-route.
How does the download of the digital products work?
You will receive an Email including a download link (Please watch out that your Email-address is written correct). Click on the download link and you can download the pictures directly on your computer.
Which file size do the digital products have?
The file size of the pictures varies from 800 kb to 1.5 MB.
I only received part of my order. Where is the rest?
Normally all photos should arrive together. In exceptional cases various delivery lots are sent at various times. Please contact our customer service in the case that you do not receive your photos or only receive them partially.
My photos were delivered damaged. What can I do?
Please immediately inform our customer service. Best you send us an email in which you indicate which photos were damaged. We will then gladly replace these free of charge.
How does the 100 percent return guarantee work?
Please contact our customer service via email. Our team will explain to you how you can return your photos to us should the case arise that you are not satisfied with the quality. Please write us a short note why you would like to return the photos. As soon as we receive your return shipment we will reimburse the invoice amount to your credit card or bank account (depending on method of payment).
