Frequently Asked Questions
Account and Payment Questions
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What should I do if I have lost or forgotten my password?
Remember that your email address is your username. If you have lost your password, you may reset it by visiting the login page. Enter your email address and click the “Forgot password?” link. A new password will be sent to the email address you provide.
How can I pay for my purchase?
You may pay for by using VISA, MASTERCARD or AMERICAN EXPRESS. Information about our security may be found on our Secure Shopping page or by clicking on the Authorize.Net logo on the bottom of each page when you place an order.
Is my information secure?
Yes. Your information will be securely transmitted during the shopping experience. Feel free to check our security certificate by clicking on the Authorize.Net logo at the bottom of each page on our site. You may also visit our Secure Shopping page to learn more. We will not use your credit card information for any purpose other than processing your order.
I have been issued a special coupon code. How do I redeem this for my discount?
You will be asked for your coupon code at checkout. The discount will be taken off your total order cost before shipping charges and taxes. You may use your discount coupon for future order or reorders from the same original photo as long as they are ordered through your original account. We reserve the right to discontinue or revise discount terms at any time.
What should I do if my credit card is not accepted?
Check all of your information to be sure it’s correct and complete.
- Be sure the name and address on the card match the billing information.
- Do not use dashes, slashes, spaces, or any other punctuation marks.
- Verify that the card’s expiration date is correct.
If you are sure the information is correct contact the card issuer (the Credit Card Company or bank).
What should I do if I entered incorrect information on my registration or payment?
Please email us at customersupport@rockwellmoments.com. Be sure to include your name and the approximate date and time you entered the incorrect information.
What is the sales tax?
Indiana sales tax is 7%. This amount will be added to your subtotal before shipping charges are added.
Placing an Order
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How can I place an order?
You may place your order online by going to our Order Now page.
If you wish to place a reorder you may log in by clicking the Login link at the top of every page. You will be asked for your username and password in order to access your account information and place an order.
Can I purchase more than one item on a single transaction?
Yes, you may order multiple portraits of varying sizes and color or charcoal versions from a single uploaded original photo or upload several photos and indicate quantity, sizes and color/charcoal versions. You will be guided through this process at checkout.
How long does it take to get my order?
Please allow 2-4 weeks after placing your order for processing and shipment of your order.
How do I reorder more copies?
To order additional copies of a previously uploaded photo, login and click the reorder button near the top of the page (just below the browse button). You will find a drop-down menu of previously uploaded photos. You can then select the photo from that list and proceed to checkout. You may also add new photos to the same order.
Submitting a Photograph
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How do I upload my photos?
When placing your order you will be asked to upload your photo to our Web site. Click on the “Browse” button and navigate to the folder on your computer that contains the photo you want to upload. You will be asked to give the photo a name, which will be used for reorder purposes. Next, you are required to agree to our Terms and Conditions by checking a box. You may then click on the Upload and Proceed button to continue. The time required for this process depends on the size of your photograph, your Internet connection speed and computer capabilities, so please be patient. If you continue to have a problem uploading a photo, please contact techsupport@rockwellmoments.com.
Which photos work best?
Here are some tips for choosing the best photo:
- Just one subject. We cannot accept group photos.
- Subject should face the camera with eyes level.
- Fill most of the frame from waist to over the top of the head.
- Sharp and in focus. Look for details in the eyes.
- Even lighting with good contrast to bring out facial features.
- Shoot against a neutral background.
For additional information, please view our
Tutorial and
Photo Standards.
What if my photo won’t work for your process?
We offer two styles of Rockwell Moment portraits—color and charcoal. Many photographs will yield good results in either format. Others may work better in only one format. If upon evaluation, we determine that your submitted photograph is not suitable to the format you have ordered (for example, a color portrait) we request your permission to create a portrait using a different format (for example, charcoal). You also have the option of submitting a different photograph for evaluation. We want you to be satisfied with the final results.
Shipping Your Order
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How much are shipping charges?
Shipping is provided by UPS and the charges are based on the distance from our location in Indianapolis, Indiana to your shipping destination. Exact shipping charges will be calculated during the checkout.
How will my portrait be packed and shipped?
Your order will be shipped flat in a cardboard container with appropriate packing material to ensure your package arrives undamaged. Multiple items may be shipped in containers that are appropriate to the size and weight of the shipment. We use UPS for all our shipping. Additional fees will incur for expedited and overnight services. We cannot ship to post office boxes.
Can you ship outside U.S. or Canada?
Yes, we accept international orders for all countries that are currently serviced by UPS.
Can I ship a gift directly to the recipient?
Our portraits make wonderful gifts. You can enter the recipient's delivery address when placing your order. Again, we must have a street address as we cannot ship to post office boxes.
I placed my order but I have not received it yet. How can I track my order?
Please allow 2-4 weeks for processing and shipment of your order. After that time, you may contact customersupport@rockwellmoments.com to inquire about your order status.
I placed an order for a color version but received a charcoal version (or vice versa). What should I do?
Please contact customersupport@rockwellmoments.com with any questions or concerns regarding an order that was fulfilled incorrectly.
Return and Cancelation Policies
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What is your return policy?
If, after receiving your shipment, you wish to cancel your order, you must return the product to us before we will issue a refund. Once we have received your return, we will process your refund minus a non-refundable $10 processing fee. You may also use the full amount paid as a store credit toward any new order.
What if my portrait is damaged during shipment?
Please examine your package carefully when it arrives. If you find any damage, please contact us at customersupport@rockwellmoments.com. Be sure to include your order number and a description of the damage. If a replacement is desired, you must return the original product to us at your own expense. After we receive your return, a new product will be shipped with no additional charges.
Returns may be sent to:
Portrait Image Media LLC.
3719 Washington Blvd.
Indianapolis, IN 46205
Product Questions
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Where can I see examples of Norman Rockwell Moments?
Visit our Moments Gallery page to view a variety of examples.
Why are there separate options for color and charcoal?
We offer two versions of the Norman Rockwell Moments portraits that are both reflective of the style used by Norman Rockwell himself.
What different sizes are available?
You may order a Norman Rockwell Moment portrait as a:
- 5x7 inches on 8.5x11 inches paper
- 8x10 inches on 8.5x11 inches paper
- 8x10 inches on 11x14 inches paper
- 11x14 inches on 16x20 inches paper
My organization/business is interested in fundraising opportunities with Norman Rockwell Moments. How can I get additional information?
Your organization can benefit by offering customized Norman Rockwell Moments portraits to your members. Please use the contact form to request information about this unique opportunity or send us an e-mail at info@rockwellmoments.com. Be sure to include your full name, your organization’s name and an e-mail address or phone number where you can be reached.
I am interested in a customized version of Norman Rockwell Moments. How can I get additional information?
We strive to make Norman Rockwell Moments available to suit your needs with customization and special orders. Have a need for something different? Fill out the contact form and describe your idea. We’re glad to help.
Artist and Company Questions
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Who is Robert Berridge?
Portrait Image Media, LLC has teamed with Berridge and Associates, Inc. to create rockwellmoments.com. Robert Berridge is an Indiana artist and educator who has spent a lifetime studying Rockwell’s techniques to become a leading Rockwell authority. Mr. Berridge has interviewed thousands of Rockwell friends, models and associates. He has carefully catalogued the remarkable details of Mr. Rockwell's portraits. With painstaking care, Mr. Berridge developed a set of patent-pending, computer-based procedures that capture the lighting, brushstrokes and other unique techniques that turn a photographic portrait into a Rockwell-style work of art.
What is Norman Rockwell Moments?
This Norman Rockwell-style portrait is ideal for special occasions, recognitions and gifts. Your photograph is transformed into a Norman Rockwell Moments portrait by trained and skilled artists using patent-pending techniques. The result is a beautiful portrait, suitable for framing and gift-giving. This is the only portrait process licensed by The Norman Rockwell Estate Licensing Company, Niles, IL and allowed to carry the Norman Rockwell Moments brand.
Who is Norman Rockwell?
Visit our Norman Rockwell page to learn more about the man who was considered America's premier illustrator for more than six decades.