Help center

Advice and answers from the Squareshot Team

Getting started

How do I get a quote?

If you’re ready to get started, please fill out a simple Q&A Order Form to provide your shooting directions and calculate the price and order turnaround time.


Important tips:
  • Please read the Order Form questions very carefully.
  • Use the “Other” section if you can’t find the product category or particular angle you’re looking for.
  • Use the “Special Instructions” section to provide specific shooting directions. You know your products best. If there is a feature of your product you’d like highlighted, or you have your own vision of how the images should look, please let us know before we start! We want to get it right the first time to avoid any reshoots.
  • Include URLs from websites with images you like into the “Special Instructions” section. This will help us understand your needs and tastes more precisely. Please be as specific as possible.
What’s next?
Once we review and estimate your Order Form we will send you a confirmation email with our shipping address and detailed instructions.
How it works?
  1. FILL OUT THE ORDER FORM
    Get started with a simple Q&A Order Form to describe your needs and calculate the price and order turnaround time.
  2. SHIP OR DROP OFF THE PRODUCTS
    Once we review and estimate your Order Form we will send you a confirmation email with shipping address and detailed instructions.
  3. PAY ONCE WE RECEIVE IT
    Once we receive your product, we will send you a confirmation email with the final invoice. You can pay with PayPal or all major Credit / Debit cards.
  4. DOWNLOAD THE SHOTS
    We start shooting once we receive your payment, and send you a Dropbox link to review and download the shots as soon as we’re done.
  5. GET YOUR PRODUCTS BACK
    Shipping fees will be included in your invoice if you didn’t provide a prepaid return label in your shipment. Or you can pick up your products for free from our office in Brooklyn, NY.
Can I be present during the shoot?

Unfortunately, we are not able to work with the client during shooting and here’s why:

We have fixed prices for our services meaning we have a fixed amount of time spent on each image. Based on our 10+ years of experience, when the client participates in the shooting process it takes much more time and the fixed price per image model stops working. We are trying to build an internet company with automated and scalable processes by using software, online order forms, and online communication only. We truly believe that 95% of all e-commerce product photography requests can be automated. We hope you’ll help us achieve this by filling out the order form and providing clear shooting directions with examples.

If you prefer to participate in the shooting process it would be better to hire a freelance photographer and with a studio and an hourly rate.

Thank you in advance for your understanding!

Orders

Turnaround time

The approximate order turnaround time for orders up to 20 images is up to 4 business days*.
For orders 20+ images — up to 7 business days*.
For orders 50+ images — 7-13 business days*.
For orders 300+ images — 13+ business days*.

*excluding holidays

Important notes:

  • Order turnaround time is calculated from 9:00 a.m. on the next business day after we receive your products and payment.
  • Order turnaround time may vary and depends on the product category, quality and any specific aspects of the actual product.
  • Any edits/revisions made after the order has been completed and the images sent are not included in the total order turnaround time.
  • The fastest order turnaround time (even for 1 image) is 2 business days.
What types of products and images do you shoot?

We shoot studio images of the following product categories:

  • Apparel (Ghost Mannequin)
  • Apparel (Flat Lay)
  • Shoes
  • Bags (up to 15’x15’x15’)
  • Jewelry
  • Watches
  • Health & Beauty products
  • Books
  • Different types of Accessories (up to 24’x24’x24’)


Product requirements: 

  • The maximum product weight is 15 lbs. per item.
  • The maximum product size is up to 24’x24’x24’.
  • The products should be clean with no stains, damages or defects.


Apparel note: 

Make sure that your product(s) are clean and carefully ironed. If you are not able to deliver clean and carefully ironed product(s), we are happy to provide the ironing/steaming service for $1.95 per item (not per image).

Background:
We provide white, transparent or colored background.

Important notes: 

  • Squareshot does not shoot Lifestyle Shots.
  • The total price and the order turnaround time may vary and depends on the product category, quality and any specific aspects of the actual product.
  • Usually, we do not shoot damaged or defective products. In some cases, we can shoot defective products for an additional fee to make the defects invisible on the images.
How will I get the images?

Once we receive your payment, we will start shooting and send you a Dropbox link to review and download the images as soon as we’re done.

Who owns the images?

You own all the rights to the final images!
In some cases, we may ask our clients for permission to use their images in our portfolio and advertising to build trusted relationships with future customers.

Do you offer ironing/steaming service?

Please, make sure that your product(s) are clean and carefully ironed before shipping. If you are not able to deliver clean and carefully ironed product(s), we are happy to provide the ironing/steaming service for $1.95 per item (not per image).

Cancellation Policy

You can cancel your order at any time before we have received your payment, for no additional fee.

If you cancel the order within 24 hours from the time when we have received your payment, we will make a refund and charge you a $250 fee.

Unfortunately, after 24 hours from the time when we have received your payment and started shooting, you can’t cancel the order.

Shipping

Shipping to our studio

Unfortunately, we do not provide a prepaid shipping label or pick-up services at the present time.

You have two shipping options:

  1. You can drop off your product(s) at the Squareshot office based in Brooklyn, NY.
  2. You can ship the product(s) by using your preferred shipping carrier. Here are a few services that offer the best shipping rates:
    https://www.freightcenter.com/quote/
    https://shipgooder.com

Important notes:

  • Please DO NOT ship the product(s) before we receive a completed Order Form and confirm all the details (including total price, order turnaround time, and any special instructions).
  • Once we review and estimate your Order Form we will send you a confirmation email with shipping address and detailed instructions.
  • To minimize risk we suggest you add shipping insurance when you ship the product(s) to our studio.
Return shipping options

You have a few options to get your product(s) back:

  1. You can pick up your products from the Squareshot office in Greenpoint, Brooklyn NY. Get more information about Order Pickup on this page in the “Shipping” section.
  2. You can provide a prepaid return label in your shipment. Please make sure that you put the label in the box when you select this option.
  3. We can include the cost of return shipping in your invoice. Once you confirm the final images we will ship your product(s) back to you with USPS Priority Mail. You can choose one of these options when filling in the Order Form.


Important notes:

  • If you don’t need your products back, you can choose the option “I don’t need the products returned to me” when filling in the Order Form.
  • We accept re-shoot/retouching requests by Email or Dropbox Comments (Dropbox account required) within 5 business days from the time you receive the images. After 5 business days, we will send the products back to you and edits will no longer be accepted.
Drop off & Pick up your products

Drop off: Please drop off your product(s) once you have filled out the Order Form and confirm the total price and the order turnaround time sent by email.
Pick up: Once you approve the images you’re able to schedule a pickup from our studio.

Drop off / Pick up time:
Any time between 9 a.m. – 6 p.m. with 2-hour email notice.
Please specify the Order ID in the email notice. 

Bring with you:
– Order ID;
– Email address or Full name assigned to the Order ID.

Drop off / Pick up address: 
Squareshot
(408) 917-8017
67 west st, Floor 3, Unit 313
Brooklyn, NY 11222-5389

GET DIRECTIONS


Important note for order pick up:

  • Please do not pick up the product(s) before you approve the images! Due to our policy, we hold the products up to 5 business days after the order has been completed to have an opportunity reshoot the images if something went wrong. Unfortunately, we are not able to accept reshoot requests if we don’t have the actual product(s) in the studio. Thank you for your understanding.
  • If you cannot pick up your order within 30 calendar days, you may contact customer service at hello@squareshot.co to prevent your products from utilization and extend your studio pickup time frame.
    If we do not receive an extension request within 30 calendar days, we will be forced to get rid of the product.
Missing or damaged packages during the shipping

Squareshot is not responsible for lost, stolen, mis-delivered or damaged packages and products prior to receiving it into our studio. To minimize risk we suggest you add shipping insurance when you ship the product(s) to our studio.

Thank you for your understanding.

Payment

Payment options

No payment required before we receive your products. Before you ship your product to us, we will send you a total price and turnaround time. When we receive your products, we will send you a payment link. We accept 100% upfront payment* via PayPal and all major Credit / Debit cards.

There are few ways we protect you: 

  • Get your Free Test Shot to try our service with no risk (for new customers only). Try it for free
  • We provide a test (paid) image before we proceed with the whole order (for orders over 20 images) to confirm the quality, angle, lighting etc. so, we can guarantee that you will receive the images you like.
  • We accept the edits by email within 5 business days from the time when the order was completed. Get more information in the section Reshoot Policy.
  • Please read our reviews before you’re going to place an order:
    Trustpilot Reviews
    Google Reviews*We are open to discussing a partial payment for orders over $1,000.


You have a few options to get your product(s) back:

  1. You can pick up your products from the Squareshot office in Greenpoint, Brooklyn NY. Get more information about Order Pickup here.
  2. You can provide a prepaid return label in your shipment. Please make sure that you put the label in the box when you select this option.
  3. We can include the cost of return shipping in your invoice. Once you confirm the final images we will ship your product(s) back to you with USPS Priority Mail. You can choose one of these options when filling in the Order Form.


Important notes:

  • If you don’t need your products back, you can choose the option “I don’t need the products returned to me” when filling in the Order Form.
  • We accept re-shoot/retouching requests by Email or Dropbox Comments (Dropbox account required) within 5 business days from the time you receive the images. After 5 business days, we will send the products back to you and edits will no longer be accepted.
Refunds

If you’re not 100% satisfied, we’ll refund your money*.

You can get a refund when all of the following apply:

  • You never used the images for which you want to get a refund.
  • The order was completed within the last 30 days.

Additional requirements: 

  • You will not be eligible to use the images for which you were refunded money.
  • We do not provide a refund for orders over $500, but we’ll try to do as much as we can to create the images that you requested by strictly following our Revision Policy section.

Refund Time (once a refund is processed):

  • Credit card: 3-5 business days;
  • Debit card: Up to 10 business days;
  • PayPal balance: 3-5 business days.

Still have questions?

Email us at hello@squareshot.co. We’ll get back to you as soon as possible.
We typically reply within a few hours.

Squareshot is a New York-based photo studio that offers sharp, high-resolution, color-accurate product photography of Flat Lay and Ghost Mannequin Apparel, Jewelry, Cosmetics, Watches, Bags, Shoes and all types of Accessories for Online Stores to increase their sales and decrease order returns. 

© 2018 Squareshot.

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