Frequently Asked Questions
ONLINE PRINT ORDERS
Common size/type print orders and enlargements (as small as wallet size, to as large as 11x14 prints) are performed in-house and will print either the day of online order or following business day.
Online orders require an account (free) and have the option to ship your order (additional charges apply) or pick them up at whichever Shutterbug location you choose (turn-around times may vary on location). Online orders to be shipped will require a minimum order of $5.
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A majority of Specialty Photo Gift orders are processed out of a facility in Portland, Oregon. Turn-around times will vary on quantity and type of product.
Questions on online processing, call The Shutterbug Processing Center: (503) 363-3432
CAMERA REPAIR SERVICE
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Through us! We will send it to the proper Repair Center for you. Visit a store location that is most convenient and let any of our sales associates know that you need a camera/lens repair.
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All camera repairs and repair estimates are sent to our Repair Service Center. Should you have inquiries on an existing service order, please have your repair slip number handy and call: (503) 639-5088
SENSOR CLEANINGS
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We perform them in-house -- and if you're lucky, we can get them completed SAME DAY!
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Full Frame Sensor Cleanings: $89.99
Crop Sensor Cleanings: $49.99
Discount with Memories Plus Card!
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Difficult Image sensor cleanings are sent to and performed by our Repair Service Center: (503) 639-5088
FILM PROCESSING
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Through us! We've been processing film since 1971. We can process the following (and MORE).
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120 mm, 35mm, large format prints (medium format)
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Disposable Cameras
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Developed negatives that you need prints or digital copies of
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OLD slides
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Visit any store and let them know what film you have. Most stores can offer processing times as soon as next day service. Our Eugene location does not process film in-house, but film can be dropped off and sent out for processing.
GIFT CARDS
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Balance Inquiries cannot be found online or over the phone. The Gift Card "must" be swiped in our credit card terminal in order to lookup card balance. Please see your local Shutterbug location.
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The Shutterbug Gift Cards can only be used in-store at any of our retail locations.
NEW RELEASES
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Call any of our locations! We need your name, number, and the name of the item you want.
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For new releases with wait lists, priority is given to customers who place a deposit on their order.
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On items we do not have in stock, we can place an order and have the item shipped to you or held in store.
Return Policy
ONLINE ORDERS REQUIRE AN AUTHORIZATION FOR A RETURN
Simply contact our business office located in Salem, Oregon (503) 399-2104. We will be happy to review your order and provide an authorization for your online purchase; only under the condition of the policy herein. Any packages returned to us without an authorization will be unopened, refused and sent back unprocessed.
RETURNS
We will gladly provide a refund on returned merchandise within seven (7) days from the purchase date provided that the merchandise is in original condition (free of cosmetic blemishes, scratches or dirt) including all packaging (box, cardboard contents), accessories and supplied documents/software. (applies to in-store returns and online returns*)
Online Returns must be shipped within a padded shipping box included with the RA (Return Authorization) Number marked on the outside of the shipping box. Return shipping costs are non-refundable. Merchandise returned in un-original condition will accrue a 15% restocking fee. All online purchase items of $1200 or greater are non-refundable.
EXCHANGES
We will gladly provide an exchange on returned merchandise within seven (30) days from the purchase date provided that the merchandise is in original condition (free of cosmetic blemishes, scratches or dirt) including all packaging (box, cardboard contents), accessories and supplied documents/software. (applies to in-store returns and online returns*)
Online Return merchandise must be shipped within a padded shipping box included with the RA (Return Authorization) Number marked on the outside of the shipping box. Return shipping costs on exchanges are non-refundable. Merchandise returned to us in un-original condition will accrue a 15% restocking fee. Replacement merchandise will not ship until the original merchandise has been received. Replacement merchandise will ship using a standard ground service; expedite services available for an additional charge. All online purchase items of $1200 or greater are non-exchangable.
NON-RETURNABLE ITEMS
Consumable, Perishable, and/or Sensitized items, such as: Paper, Ink, Lamps, Bulbs, Batteries, and Software; Audio Electronics, Headphones/Earphones; Video Games/Consoles; Printers and Scanners; Projection Screens; Special Order items; Open Box items; Items with Rebates; and all items $1200 or greater. Purchases from these categories are final. In case any of these items is defective, customers must return them to the respective authorized service centers, for repair or replacement at the option of the Manufacturer. These items cannot be returned to The Shutterbug.
DEFECTIVE ITEMS
An item that was discovered to be defective upon receipt can be replaced* with the same model only. You may also return a defective item for a refund, however a 15 percent restocking fee will apply. The processing fee will only be applied if you choose to return the item for a refund. We will certainly replace* an item that was defective prior to receipt, without restocking fee.
DAMAGED ITEMS
All packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact us immediately. We must be informed of all shipping related claims within 10 calendar days after the date of receipt. We do not issue refunds for returns of damaged merchandise. An item that was discovered damaged upon receipt will be replaced with the same model only. We will not return or exchange items damaged due to misuse or abuse.
RETURN SHIPPING
Return shipping cost (the cost to send an item back to our store) is like or comparable to your cost of driving to any store for returning an item, which is not reimbursable. Therefore, we do not reimburse any return shipping cost.
If an item you received is defective, we will certainly replace the item with a new one, however we do not cover or reimburse the shipping cost for returning defective merchandise back to our store. We will ship the replacement product to you at our cost, and use every good measure to ensure that the replacement order is processed in a timely manner.
REPLACEMENT
We will send a product replacement after the authorized return has completed our receiving and inspection process. The replacement will ship within four business days following our receipt of your return. Please allow additional processing time after Holidays. Although it is our goal to ship a replacement as quickly as possible, we do not send replacements before we receive and inspect the returned merchandise.
To receive a replacement more quickly, you may place a new order for the same item, and we will issue a refund for the full value of the returned product, upon completion of our return process.
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