FAQ

 

Frequently Asked Questions

In the categories below, you'll find answers to the most common questions on Shutterlife.

 

Keep Reading

 

 

 

 

Getting Started

 

 

 

Understanding the Catalog and Camera Bag

 

 

 

 

Selling Your Gear to KEH.com

 

 

 

Browsing the Discover Section

 

 

 

 

 

 

Getting Started

 

 

 

What is Shutterlife?

Shutterlife is a community for camera enthusiasts. On Shutterlife, you can manage your own virtual camera bag and track details for items you own. You can discover the cameras people are using and see how they used them to take their best shots. You can share your own photos and the equipment that helped you capture them. You can even tell your camera story, from your very first point-and-click to the latest-and-greatest upgrade you're using today.

 

 

What is the purpose of MyShutterlife?

The MyShutterlife section of the site is your personal space to manage your gear and photos. It all starts with the Camera Bag, a virtual space where you keep track of your equipment. You can also upload photos and link your gear to them in order to simultaneously show off the images you’ve captured and the items you used to capture them. On top of all these useful features, you can also add profile images and add an introduction so that other people on the site can get to know you!

 

 

What is the purpose of the Catalog?

The Catalog is a giant database of cameras, lenses, and accessories. It includes product photos and details to help you find, identify, and learn about equipment you’re using or might want to use in the future. In the Catalog you can also add items to your Camera Bag or Wishlist, buy and sell items through KEH.com, or see photos and photographers that utilized an item.

 

 

What is the purpose of the Discover section?

The Discover section is where you can view other photographers and photos to get a closer look at the gear they’re using. You can sort and filter photos and photogs by their popularity or by the kind of equipment linked to them. Special features like the Gear Spotlight also bring specific categories of equipment to the forefront, and highlight photos and photographers who use that gear.

 

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Understanding the Catalog and Camera Bag

 

 

 

An item in the Catalog has inaccurate or missing information, how can I help?

If you find an item that looks wrong, please let us know via the Contact link in the header of the site. Include the name of the item and a link to the item if possible, along with a detailed description of the inaccurate or missing information.

 

 

The Catalog is missing an item, how can I add it?

If you can’t find an item in the Catalog and would like it added, you can add it yourself. Click the “Add Item to Catalog” link in the top-right corner of any Catalog list page, and then fill in the full details for the item. After you submit it, we will review your submission and add it to the site if the information is accurate and not a duplicate entry.

 

 

What are the item naming standards on Shutterlife?

All items in the Catalog follow a standardized naming system for consistency and convenience. When submitting items to the Catalog, please use the following system:

  • [Manufacturer] [Model Name] [Item Type] [Items Included] [{Details}]
  • [Canon] [EOS 40D] [Digital SLR] [Camera Body] [{10.1 M/P}]
  • Canon EOS 40D Digital SLR Camera Body {10.1 M/P}

 

 

How can I buy an item I want in the Catalog?

If you find an item in the Catalog you would like to purchase, look for the “In Stock on KEH.com” section. Available conditions and accessories will be listed, and you can click the “Shop Now” button to see the item’s full details and pricing on KEH.com. If the item is not in stock on KEH.com, this area will provide a link to similar items that are available for purchase.

 

 

How do I add items to my Camera Bag?

The easiest way is to add items is right from your Camera Bag, and starts by clicking the “Add Items” button. A search bar will open up, and you simply need to type the name of the item you’d like to add. Once you see your item in the list, just confirm your selection. You can also add items to your Camera Bag or Wishlist from the Catalog by browsing to the item directly and clicking the “Add to Camera Bag” button.

 

 

How can I remove items from my Camera Bag?

To remove an item you own, click into the item’s details page from the Camera Bag. Once you’re viewing the individual item, click the large “Remove this item from My Camera Bag” button.

 

 

How can I upload photos of my own items?

To add personal photos of an item you own, click into the item’s details page from the Camera Bag. Once you’re viewing the individual item, click the “Upload Image of Item” button underneath the default photo. Follow the prompts to upload your image. Once it has been added, you can distinguish between personal and Catalog photos hen remove the personal photos, and remove any personal photo you no longer want on the site.

 

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Selling Your Gear to KEH.com

 

 

 

How does selling my items to KEH.com work?

Shutterlife makes it easy to sell your gear to KEH.com. If you don’t have a Camera Bag yet, you can sell items right from the Catalog or enter them directly from the Sell Gear page (found in the top banner of the site). If you do have gear listed in your Camera Bag, it’s even easier to sell one or all of your items to KEH.com directly using the “Sell Gear” button in your Camera Bag. From the Sell Gear page, you can instantly add items you already have in your Camera Bag, or you can add new items using the empty fields. Then just click the big “Sell” button at the bottom and follow the prompts to complete your sale.

 

 

What happens after I complete the form on the Sell Gear page and receive my quote from KEH.com?

After completing the Sell Gear page form, you will receive an automated email from KEH.com with instructions and a pre-paid shipping label. Follows the instructions in the email to send in your gear and receive your payment.

 

 

How long does it take to process my gear sale?

Upon receipt of your equipment, all items are thoroughly inspected by our purchasing staff. Please allow up to 10 to 15 business days (Monday through Friday) for a KEH buyer to contact you regarding your quote. Busier times of the year may extend processing time.

You will be paid the final estimated value price, provided the final value is equal or higher than the total estimated value. If your final quote is less than the original estimated value, you will be contacted for approval.

Upon approval of our offer, you may choose to have a check mailed to you via U.S. Mail or we can electronically transfer funds to you through your verified PayPal account (PayPal fees may apply).

Should you decide not to accept our offer, we will ship your equipment back to you at no charge. Free return shipping is only available for addresses located in the contiguous United States.

 

 

How can I check the status of my quote?

To check the status of your quote, please contact the Purchasing Department by phone at (800) 342-5534, or by email at [email protected] When inquiring about your quote, please include your first and last name and quote number (if available). Due to the volume of emails received, please allow 24 hours (Monday through Friday) for a response.

 

 

How should I ship my gear?

Quotes submitted within the contiguous United States are eligible to receive a prepaid FedEx shipping label. Unfortunately at this time the prepaid FedEx shipping label is not valid for quotes shipping from Hawaii, Alaska, APO or international addresses.

For quotes submitted via Shutterlife, you will receive an email with a link to print a prepaid FedEx shipping label. If you have multiple boxes to ship, please do not make multiple copies of the same label. Call (800) 342-5534 and we will provide instructions for printing multiple labels. A new label will need to be generated for each box. We will not refund shipping costs incurred independently of the provided prepaid FedEx shipping label.

It is important to note that the tracking number for your shipment will be created and provided to you upon drop off at an authorized FedEx drop off location.

To ship your gear to KEH, please follow these guidelines:

    Enclose a copy of your Quote Wizard evaluation. We recommend that you retain a list of the items shipped and their serial numbers for your records. Your quote evaluation may be delayed without complete information.
    Carefully package your equipment. Choose an appropriate size box for the items and be sure to pad the box with materials such as bubble wrap, packing peanuts or packing paper. KEH Camera will not be responsible for improperly packaged items and the resulting damage.
    Please ship to the following address: KEH Camera, Attn: Purchasing Department, 4900 Highlands Parkway, Smyrna, GA 30082

In an effort to expedite the processing of your quote, please write your quote number on the outside of the box, if available. Please label multiple boxes 1/3, 2/3, 3/3, etc. on the outside of each box. We recommend shipping your equipment via an insured and trackable method. We are not responsible for lost or damaged items shipping to KEH. All packages must be shipped prepaid. KEH will not accept packages shipped COD.

 

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Browsing the Discover Section

 

 

 

How can I participate in the Gear Spotlight?

The Gear Spotlight brings specific categories of equipment to the forefront, and highlight photos and photographers who use that gear. Photos are automatically selected based on their popularity on Shutterlife. To make your photos eligible, simply make sure a camera in the appropriate category is linked to your photos. After you have eligible photos, you’ll want to share them with everyone you know to make sure they’re getting the views, likes, and comments that will make them one of the trending photos on the site!

 

 

Why aren’t my photos or profile showing up in Discover?

For your profile to show up in Discover, it cannot be marked Private, and it needs to have at least one item in the Camera Bag and a profile photo. For a photo to show up in Discover, it needs to have at least a camera linked to it.

 

 

How do I report a user/photo/comment?

If you find content that violates the Shutterlife’s terms of use, please let us know using the Contact link in the header of the site or email [email protected] directly. Include a link to the content in question and details on why it should be removed from the site.

 

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