Frequently Asked Questions

To place an order with us, we ask that you utilize our online ordering system rather than calling or emailing us your order. Our online ordering system was developed to cut down ordering errors and helps to ensure that the information entered is accurate. Once the order is placed we’ll receive the order request and you’ll also receive a copy of the order request so you have a record of the request as well. Orders can be placed by visiting this link: www.CharlestonREM.com/order. You can also find this page by clicking on “Order Now” from the main menu bar.

Please notify us by 4pm on the business day prior to the photography session with all cancellations or appointment time changes. This allows us to schedule the assigned photographer for another session that day so that they do not experience any loss of income. Any cancelled sessions or appointment time changes that are not handled by 4pm on the business day prior to the appointment will be assessed a “Not Ready Fee” in the amount of $55.00. Also included in the “Not Ready Fee” are the following: lockbox malfunctions that hinder the photographer from gaining entry, home seller or tenant refusing the appointment upon arrival, homes that aren’t photo ready, threatening dog on premises, etc. 

We typically schedule photo shoots in time windows (like the cable company). We have a morning (8am-Noon) window and an afternoon (Noon-5pm) window. If the home is vacant on lockbox then we also have an anytime (8am-5pm) window. For the fastest service, select an anytime appointment if you can. That allows us to fit you into our schedule as the next available appointment. We can offer a more narrowed down window or even a set time appointment if the situation calls for that (high tide shoot, someone meeting us at the property, working around a homeowner’s schedule, etc) but we may have to book the appointment out further so that we can build our schedule around that particular shoot. If you need a narrowed down time window or a set time appointment, please place your order a week or more in advance so we can accommodate.

Photos are typically delivered to you within two business days of the photo shoot pending the home doesn’t need extensive editing. We deliver two sets of images for each shoot. One set is labeled “Web” and one is labeled “High Res”. The web images are smaller and perfect for MLS use, social media, and most websites in general. The high res images are larger and great for print use such as postcards, fliers, etc. We utilize a file sharing system called Box.com to share our photos. You’ll receive an email from Box.com once your photos are ready. Downloading the images from Box is fairly simple but if you have any questions please refer to this three-minute video we created on how to download images from Box: https://vimeo.com/183548175

Check your spam and trash folders to ensure your email provider didn’t label the emails as spam. If you still don’t see them, email our office at Info@CharlestonREM.com.

If you have any questions, please do not hesitate to contact us via email at info@charlestonrem.com

Invoices are due upon receipt.

If this is your first order with us we’ll send an invoice before the shoot is done and payment will be required before we can deliver the images.

After your first order, invoices are sent via email once a week. We typically send invoices on the Friday following a shoot. Friday shoots are typically invoiced that same day once the shoot is complete. There are rare occasions when invoices are delayed a business day or two but we do our best to get them out each Friday.