Frequently Asked Questions

How do I find my photos?
I can’t find my photos
How do I order my photo?
I can’t add my photo to the shopping cart
I want to order my photo from “More Photos Here”.
What does preview mean?
Some of my head is missing in the preview
There is an error in the preview of my photo
Can I crop my photo before I order it?
I’ve changed my mind about my order — I have not yet paid
I want to order more photos from the same event
I want to order more photos from different events
I can’t add photos from different events to my shopping cart
I am happy with my order and I am ready to pay
How do I know my order has been accepted?
When will my order arrive?
How will my order be sent to me?
Will I really get ALL my identified photos in a Digital Super Pack?
Will I get printed photos with a Digital Super Pack?
Can I order photos from events in other years?
How soon can I download my images?
How do I download my images/video?
Q: How do I find my photos?
Click on the event you raced in and enter your race number. Any photos identified with your race number will be displayed.

Sometimes there may be an instruction to enter a letter before your race number, even if there is not a letter on your bib. This helps to identify runners of different distances when there are duplications of race numbers in the same event.
Q: I can’t find my photos
Click on “More Photos Here”. This section holds photos of runners who have no race number, or a number we could not positively identify.

Check all of the boxes that best describe what you wore on race day. For example, checking “Male”, “White” top, “Short Sleeve”, “Black” pants, “Short” will display all unidentified photos of males with a short-sleeved white tops and black shorts.
Q: How do I order my photo?
Click on the photo you like. This will take you to a larger version on a page displaying all the purchase options. If you wish to order a photo, choose the purchase option you would like and enter a quantity in the check box.

Click on “Add to shopping cart”

When you are ready to pay, click on “View Shopping Cart” to check what you have ordered, then click on “Checkout” to complete the delivery and payment details.
Q: I can’t add my photo to the shopping cart
If you have ordered a product with personal details, such as a Photo Certificate or Race Time Photo, make sure you have selected your race number in the box by the product description.

Make sure you have entered a quantity in the correct check box.
Q: I want to order my photo from “More Photos Here”.
If you find your photo in “More Photos Here”, click on the box “That’s Me” to have the image linked to your race number. This will allow you to order it in a product option that contains your race details. Before placing your order, please check that it appears online when you search again by your race number.
Q: What does preview mean?
This shows you what your photo will look like in a format such as Photo Certificate, Race Time Photo or Commemorative Photo.

This is a good opportunity to check that all the information is correct on a Photo Certificate or Race Time Photo.
Q: Some of my head is missing in the preview
Sometimes a photo might be framed closely to the top of the head or bottom of the feet.

A Race Time or Commemorative Photo requires an overlay that automatically takes a proportion from the top and bottom of the original photo. This might mean losing some of the head or some of the feet. By checking the Preview, you may decide before ordering whether you will be happy with the result.
Q: There is an error in the preview of my photo
We rely on information provided by the official race timekeepers. If there is a spelling error in your name or incorrect race time, please contact us to have it amended. Click on “Customer Service” then “Contact Us”. We will need to have the time verified in the official results, if you are requesting a significant time change.
Q: Can I crop my photo before I order it?
Yes, there are online cropping functions that allow you to make some simple changes to your photo before ordering. Click on “Crop this Photo”. If you save your changes, the cropped photo will show online. If you are not happy, you can click on “Crop this Photo” again and undo the changes. Once you have added the photo to your shopping cart, you cannot make any further changes to that photo.
Q: I’ve changed my mind about my order — I have not yet paid
Go to “View Shopping Cart” and click on “Delete Items” or “Modify Quantities” to make the changes you require.
Q: I want to order more photos from the same event
Click on “Back to Photos”. You may select any other photos from the same event and add them to your shopping cart – even if they are of different runners.
Q: I want to order more photos from different events
Click on “Home” and select another event. You may add photos to the shopping cart from different events but you cannot place photos in different currencies in the same shopping cart.
Q: I can’t add photos from different events to my shopping cart
For this to work, you need to ensure “cookies” are enabled in your Internet browser options.
Q: I am happy with my order and I am ready to pay
Click on “Checkout”. Make a final check of your order, then enter your name and delivery address. Make sure to include your street name and number, town or city, postcode and country. Check that you have selected the correct country from the drop-down menu.

Select your payment option – Credit Card or Bank Transfer/Direct Debit. Credit Card details may be entered on the Checkout page. This is a secure site.

If you select the second option, you will be taken to another secure site to enter the required bank details. Please keep a record of the Reference Number allocated to your order. It is most important this is included in your payment transaction. It can take up to 5 working days to process a bank transfer or direct debit payment.

When all details have been entered, click “Submit”.
Q: How do I know my order has been accepted?
When your order has been processed online, you will receive a confirmation email and an Order Number. Please keep a record of the Order Number until you receive your photos. You will need to quote it in any enquiries.

At busy times it may take several minutes for your order to be processed. Please be patient.

If you click “Submit” again, a second order will be generated and you will be charged a second time.
Q: When will my order arrive?
Orders are usually dispatched within three working days of receipt. At busy times it could be up to two weeks before dispatch.

From dispatch they can take up to 10 working days to reach you. This depends on the postal service and is out of our control.
Q: How will my order be sent to me?
All orders are dispatched in an A4 size envelope, with cardboard to protect the contents. The envelope is clearly stamped “Photos – Do Not Bend” to ensure safe delivery. Orders are posted standard mail within New Zealand and airmail overseas.
Q: Will I really get ALL my identified photos in a Digital Super Pack?
Yes! All personal photos identified of you in any one event will be included in a Digital Super Pack.
Q: Will I get printed photos with a Digital Super Pack?
No. The Digital Super Pack offers all identified photos of you from an event, in all purchase options, on CD. This gives you the freedom to print the photos at your convenience as often as you wish.
Q: Can I order photos from events in other years?
Yes. Photos from previous years will always be online to view and order.
Q: How soon can I download my images?
Downloadable images are available the next business day from confirmation of your payment. If you paid by bank transfer or direct debit, it can take up to 5 working days for the payment to be confirmed.
Q: How do I download my images/video?
Click on the “Downloads” at the top of the page. Enter your order number or email address. In the second box enter the password you chose at the time of ordering, then click “Continue”.

To download images, click on the thumbnail image you require. This brings up the fullsize image. Right click with your mouse on “Download… Save Link/Image as…” and save it to your own computer.