Frequently Asked Questions
We're fans of providing as much information to you as possible about our business, our proceses, our prices, and regarding how we conduct our business, so you have all the info at your fingertips when YOU need it.
We like to be able to answer questions without you even having to pick up the phone! But if you prefer ye olde telephone, please call or text us during business hours at 321-222-3810. Or e-mail us at [email protected].
Below you'll find many of our frequently asked questions, with the answers! Most links will just move you further down this page, but some links will open in a new window because we have dedicated pages to certain information. If we're missing anything, please let us know and we'll add it!
What is your Pricing like?
Hours of Operation
Accepted Payment Types
What About Bad Weather??
How Do I Get My Client's Home Ready For the Shoot? (Pre-Shoot Checklist)
Can I Download the Photos?
When Should I Download the Photos?
Download Instructions (Mac & PC)
Unzipping files on Windows 8
Where Are My Photos? I Didn't Get the E-mail!
Why is your pricing different (more expensive) for non-agents?
I Have an After-Hours EMERGENCY! WHERE'S THE PANIC BUTTON??!??
A: Our pricing depends on the type of process and how many photos you want, whether you want add-ons like Aerials, 3D Matterport Scans, and so on. We do not offer package deals. We offer two main processes - Ultimate (FLASH) and Enhanced (NO flash - ambient lighting only). Both options include a single property site & a high-quality flyer creator. You can choose from 20 photos up to 60+ photos, depending on the process. We also offer Aerials, 3D Matterport scans, Twilight shoots, and much more. Please see our add-ons when ordering to see everything we offer, or click through the tabs located under the CHECK PRICING HERE menu tab above. Please note: Our Architectural Process is required for any property over 5,000 SF. Please contact us for a quote.
A: Generally we can fit in beachside appointments within 24 hours. We highly recommend contacting us the week before you want photos taken. However, we have Realtor®-like schedules too, so appointments can change. Don't fret, head over to our Client Center to login and order your new project for TODAY or TOMORROW. We'll do our best to accommodate you. You can pre-book online anytime.
First time ordering? Please see our How to Book Online page first!
Q: What are your hours? Do you work weekends?
A: We are open Monday through Friday, 9 a.m. to 5 p.m. EST. We answer calls, e-mails, and texts during business hours only, unless we're scheduled to do a Twilight shoot for you (then of course we will be in contact with you) or unless there is an emergency, such as you cannot access your files after-hours. Occasionally we can make exceptions for a Saturday shoot, however, that is an exception and not the rule. A weekend surcharge would apply. Our business line 321-222-3810 is monitored after hours, though there may be a delay in reply. Feel free to text it, too.
A: Payment is required prior to the release of any completed photos, virtual tours, videos, 3D scans, etc. You can pay anytime online through your Client Account. Online payment is quick, secure, and easy. (We do not have access to your card details, and if you save a card on file, we will only be able to see the card type and the last 4 digits of the card number.) If you download your photos without first making payment, a PREVIEW watermark will be embedded across the photos. Please make sure to remit payment before downloading your photos.
Q: How fast is your turn-around? Can I get my photos, virtual tour, and e-mail the same day you shoot my listing?
A: Photos: We strive to shoot, process, and release the photos to you by the end of the next business day, though it may take up to 2 business days at most. Due to the nature of both Realtors® and real estate photographers' rapidly changing schedules, actual turn-around time will vary. We're sure you understand! We do have a same-day delivery add-on, which you can purchase when ordering your project.
Virtual Tours: If you order a virtual tour, you will receive the links within your Client Account, after you list it in the MLS. Why after? We create your virtual tour after you list in order to use the most accurate property information in your listing.
Videos: Please inquire directly. There are different factors such as edits, proofs, etc. that will determine how long it will take to receive your completed video. Typical turnaround is 3-5 business days.
3D Matterport Scans: Typically 1 business day to receive your completed scan link; up to 2 business days for a Floor Plan if ordered; same for Highlight Reel videos, etc.
E-mails: If you choose a marketing e-mail add-on, generally we are able to send out your Listed By e-mail within ONE to TWO business days AFTER you have listed the property in the MLS. We do not send e-mails prior to it being listed in the MLS.
Q: What do you do when the weather is uncooperative? Can you control the weather?
A: Florida + rainy season especially = unpredictability. We all know this! We do our best to work around the weather as needed. Sometimes we have to play it by ear, but we're always in contact with you, our awesome client. We'll never leave you hanging. If we have to reschedule, we'll fit you in the next available appointment. If we have to wait out a downpour for 10 minutes then start shooting, so be it. However, if there is frequent lightning and thunder, and/or pouring rain, we cannot shoot exteriors as it would be unsafe. We can, however, start shooting the interior if it looks like it may clear up in time to shoot exteriors afterward. And no, we can't control the weather. ;)
Q: How will I get the photos when you're done?
A: Via private Client Access. We will e-mail you all the details directly from there.
A: YES! Absolutely. You can save a copy of all the photos to your computer with just a few clicks!
A: We urge you to try to download your files during our regular business hours the first time around, so we can help you immediately if you have any problems. We understand Realtors® keep all kinds of odd hours, so you may not be able to do this. If you have an after-hours problem, hit our PANIC BUTTON
A: Login to your Client Account, and click View at the right-hand side of the project. Once you are on that project Dashboard, there is a handy link at the top left of the page to Download Your Photos. Follow the handy instructions included on that page. There's even a short video to help you, if you have any problems.
Q: I don't have an EXTRACT ALL options on my Windows Computer!!!
A: If you have Windows, the file extracting abilities may be limited on your computer. We recommend downloading and using 7-Zip to facilitate the unzipping of your photo files.
How to unzip your files -- Excellent tutorial: https://youtu.be/WCxbEQo3Zhg
Get the FREE program: http://www.7-zip.org (NOT .com)
Q: I didn't get the access e-mail! Where is it?
A: Either we aren't finished with your photos yet, or the delivery e-mail is in your Spam folder. Please login to your client account to see if the project photos are ready.
Q: Are the photos mine? Can I resell them? Do I hold the copyright?
A: No, they are not your photos and you may not resell them. We do not sell our Copyright. By hiring us to shoot your listing, you are purchasing a license to use the photos for your marketing purposes. Expertise Photography owns and retains the copyright on all photographs it produces. Please read our short & simple Usage Policy. By using our photographs, you are agreeing to our Usage Policy.
Q: It's the weekend and I'm inputting my listing but I can't access my photo files and you're not open again until Monday! HELP ME!!
A: Step one: DON'T PANIC. Step two: If you have an after-hours emergency, TEXT US at 321-222-3810 for the quickest response. We will do our best to respond to you quickly if there is an emergency situation such as you can't access the files, or you accidentally deleted the e-mail with the access information, or if you can't figure out how to download your files. We cannot guarantee we'll respond right away, but we will help get things sorted out for you as soon as possible! (Generally within 30 to 60 minutes.)
Q: Why is your pricing different (more expensive) for non-agents?
A: It is our considerable experience that Agents have a better idea of what we need for the best photos of your property. This allows them to help you prepare your home and the photo shoot is much more smooth. When we give you our time, we are denying others our time. Time is our commodity. And, yes, you must pay in advance. We are specifically taking time away from our Realtor customers to give to you, who we do not yet have a relationship with.
Thanks for popping in. :)