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FAQs

How long do I need to wait?

You will wait for no more than 24 hours if your order contains less than 5 photos.

If you submit a lot more photos for edit, it may take longer time, and you will see an estimated delivery time on our web page before you make the payment. Lots of factors are considered when the system makes the calculation of delivery time, and each time can be different.

The majority of orders will be delivered within estimated time, except for below reasons:

1) Service category was ordered incorrectly;

2) Editing instruction is insufficient, obscure, or ambiguous;

3) Submission is out of our service scope (will be canceled and refunded).

What if I am unhappy with your work?

We stand behind our work with a money back guarantee. If we can’t get the job done to your satisfaction, you shouldn’t have to pay.

If you are unhappy with the first version of edited photos, please try requesting a free revision. The editor of your order is a human being. He or she might have had inaccurate understanding about your instructions at the beginning. We appreciate it very much if you could request a free revision and give him/her another chance to make it right.

If you have tried several revisions and you believe that your order can never be revised to your satisfaction, don't worry. Just send an email to support@tucia.com and request a full refund.

Will my photos be safe?

Customes' privacy has been our top concern from the first day we founded the company, and there's not one day that we stop thinking about how to push our privacy security to a higher level.

Currently, all photos are edited by our in-house editors only, and login attempts from outside of office are totally blocked. We maintain a very strict internal policy that everyone in the team has to sign a non-disclosure agreement, and no one is allowed to share or publish any customer's photos.

Besides, we use industry-standard encryption technologies to secure your password, both in transit and in the cloud. Even if, in the worst possible situation, someone hacked into our database, all they would see is a blob of encrypted data.

Who owns the rights of edited photos?

Once the payment is completed, we deliver edited photos to our clients with a full buyout. In other words, we do not claim copyright to your images or the derivative retouched/edited images from your order. All intellectual property rights are yours, and you are responsible for the consequences of using those images privately or publicly.

Can you change a photo's background?

Yes, we do. Please order Extensive Service for background-change.

For simple background elements, e.g.: garden, grass ground, beach, room, wall, street, neon lights... , we will pick a background from our own image library, and you don't need to pay extra for the background image.

Unfortunately, sometimes we may not be able to find a suitable free background image for your order. In those cases, you will need to provide us with the background image, either from free online sources, e.g.: unsplash, or purchasing from stock photo traders, e.g. istockphoto

Can I upload RAW format?

Yes, we might be the first company in this industry to support RAW format direct uploading.

For a few special camera models, it might take a longer time to generate JPEG-thumbnails. If you happen to see blank or dark thumbnails generated from your RAW images, don't worry about it, just continue to place the order and we will take care of everything.

Under what conditions will you reject my order?

Before we start working on your order, one of our experienced team members will evaluate your photos and instructions carefully. If the instructions are going beyond our service range, or exceeding the technical limit of digital photo editing industry, we may cancel your order and provide a full refund as soon as possible.

How do I receive the photos?

Once the job is done, an instant notification will be sent to your email. Click the link in the email, and you will be led to the order page with edited photos ready, with a "Download" button below each photo.

If you have any trouble downloading the photos, you can leave a message to us and we can send them to you by email attachments or other alternative methods.

What is a reference image?

A picture says more than a thousand words. A reference image can help you better describe how you'd like your photos to be edited.

For example: If you want to edit your hair color to be similar with the hair color in "taylorswift.jpg", then you upload it and click the "Set for reference" button to make it a reference image. Then, in the additional instructions, you can write something like "make my hair color like in taylorswift.jpg".

Another common usage is: if you want to take something out from photo #1 and merge it with photo #2, you can set photo #1 for editing, and set photo #1 as a reference image.

One more thing, you do NOT need to pay anything for reference images.

Can I close my account or delete my photos?

Yes. You can do this anytime by simply sending a request to support@tucia.com from your registered email address.

What should I do if I can not login?

If you have a problem with login, please follow these steps:

Make sure you typed the correct email and password. Click Forget password if necessary.

Make sure you are using a modern web browser, such as Google Chrome.

If it still doesn't work, restart your computer and try again.

If the problem persists, please take a video of your screen and send it to us for further help.

What if I don't have Paypal or credit card?

If you do not have Paypal or Credit Card to make online payments, the only alternative option is Wire Transfer ( sometimes referred to as 'Telegraphic Transfer' or simply T/T).

Due to high transaction cost and significant delay (usually 2~3 days), we only accept Wire Transfer with an amount over US$1000. Please contact us for details if you plan to send a wire transfer.

 

Can't find your answer?

Please feel free to contact us and we will help you as soon as possible.