Frequently Asked Questions

Website

I am unable to log in. Can you email me my password?

To have a new password emailed to you visit the Login page and click the link that says "Forgot your password? Click here to have a new one emailed to you." We highly recommend that you change your password as soon as you log back in.

If you do not receive the email within a few minutes please check your spam folder. If you're still unable to access your account, please contact us and we'll gladly help.

How do I change the email or password on my account?

You can change your email and/or password by visiting your My Account page.

How do I change the billing or shipping address on my account?

You can permanently change your saved billing or shipping address on your My Account page. You can change your billing or shipping address for individual orders during the checkout process.

How do I unsubscribe from your newsletters?

You can click the "Unsubscribe" links at the top and bottom of all of our newsletters. If you have an account with us, you can also manage your newsletter subscriptions on your My Account page.

I'm signed up for your newsletter. Why am I not receiving it?

It's possible that they're getting filtered out by your email service. Check your spam folder and any other folders that contain automatically filtered email. We recommend adding our email addresses to your address book to avoid our emails from being marked as spam. If you're still unable to determine why you're not receiving our emails, please contact us.

What are the requirements of using your site?

As is the case with almost all modern websites, you need to have javascript and cookies enabled in your browser to shop with us. We also recommend that you upgrade to the latest version of your browser for the safest, most secure, browsing experience.

What web browsers do you recommend for optimum use of Detailed Image?

We have done our best to develop a site that works with all web browsers on all operating systems. That said, we recommend that you upgrade to the latest version of your browser to take advantage of the latest features. For a list of recommended browsers, visit our Web Browsers page.

How secure is your site?

We have taken extensive security measures to ensure that our shopping experience is extremely safe for you.

Our site is served to you securely over HTTPS with Strict Transport Security enabled. Our servers are fully Payment Card Industry Data Security Standard (PCI-DSS) compliant, meaning that we comply with a strict set of standards for our infrastructure and server setup.

We store only the information that you give to us when you register or make a purchase, such as your name, email address, and physical address. We do not store your credit card information, nor do we ever see or have access to your credit card number.

All payment information is processed by the extremely safe and secure PayPal Braintree service. During an order, PayPal simply tells us whether the information you entered is correct (in which case we process the order) or incorrect (in which case we tell you that there has been an error). PayPal charges your card in our name and deposits the funds into our account.

Similarly, when you save a credit card or PayPal account to make checkout faster on future purchases, we do not store your credit card number. PayPal saves your card securely using a feature called PayPal Vault, which we are able to access securely in the future to charge your card when you place an order. Saved payment methods can be deleted at any time on your My Account page.

We believe that these policies result in the safest shopping experience possible for our customers.

How do I save my payment information for faster purchases?

To securely save your payment method for faster purchases, check the "Save my payment methods for future purchases" box when paying with a credit card or PayPal during checkout.

You can save multiple credit cards and/or PayPal accounts, however other payment methods such as Apple Pay, Google Pay, and Venmo cannot be saved at this time.

When you save a payment method we do not store any personally identifiable information, such as your credit card number. PayPal, our payment processor, saves your payment method securely using a feature called PayPal Vault, which we are able to access securely in the future to charge that payment method again when you place an order.

Individual payment methods can be deleted during checkout by clicking the "Edit" button within the "Payment Method" section of the page.

You can remove all payment methods and opt out of saving future payment methods in the "Saved Payment Methods" section of your My Account page.

We believe that this is the safest and most secure way to offer this feature to our customers.

How safe is my personal information?

We take strong precautions to ensure that your information is safe with us. We do not store your credit card information and we encrypt your passwords so that even our team is unable to view them. We have not, nor ever will, distribute your information to any third parties. Please review our Privacy Policy for more information.

Is your site accessible to to people with disabilities?

We strive to make Detailed Image accessible to people with disabilities. We make available the UserWay Website Accessibility Widget that is powered by a dedicated accessibility server. To activate this widget, click the "Accessibility View" on the bottom of any page or visit DetailedImage.com/Accessibility in your browser. You can then use the accessibility menu by clicking the icon in the lower-right of your screen. The widget will be available for the remainder of your session. If you are having trouble with any content on or require assistance with any part of our site, please call us at 518-861-8811 or email support [at] detailedimage [dot] com and we will be happy to help.

What is Google reCAPTCHA v3 and how does Detailed Image use it?

To help protect our site from spam and abuse, we use reCAPTCHA v3 from Google. Unlike previous versions of reCAPTCHA that require you to select images or check a box to prove that you are not a robot, this works in the background to help us detect abusive traffic on our website without user interaction.

If you're unable to submit a form on our site, such as registering for an account, it may be because we are receiving a failing reCAPTCHA score from Google. Here are a few suggestions to try:

- Disable ad blockers and other browser extensions that can modify or restrict content
- Turn off any VPNs
- Try a different web browser
- Try a different network
- Try a different device or computer

If you continue to have issues, please contact us and we'll be happy to assist.