This FAQ (Frequently Asked Questions) covers the most asked questions put to the ActionPix Team

Where is the ActionPix Office located?

The ActionPix office is located in Toronto, Ontario. We are an Ontario Gymnastics Federation supplier and cover competitions across Canada. In addition to our work in the sport, we provide professional photography and video services to many businesses and event organizations.

What are your office hours? How do I reach the office?

Our office hours are Monday to Friday, 10:00 am to 6:00 pm. Please consult our event coverage schedule, as we spend many weekends on the road and we may not be in the office immediately prior to or after an event. The most effective way to reach the ActionPix office is via the Contact Us Form on our website.

How many Gymnastics Competitions do you cover?

We cover between 15 and 20 events each year. In addition to competitions, ActionPix can be booked to shoot your Club or Team photos. If you are interested in having the ActionPix Team at your local competition, ask your Club to contact the ActionPix Manager.

What events will the ActionPix Team be covering this year?

Please visit the ActionPix Gymnastics Schedule Page on our website to determine if we are covering an event. The page is updated frequently. If ActionPix is scheduled to be at an event, an additional announcement is made in the Ontario Gymnastics ‘Call to Meet’ mail-out.

How do I order photos and videos of my athlete?

There are 4 ways to order: 1) Online via our website prior the competition (the Early-Bird pre-book price is your best value). 2) In person at the ActionPix Sales Booth on event day before the competition (a pre-book discount is still available before the competition starts). 3) In person at the ActionPix Sales Booth during or after the event. We strive to have your order ready immediately after the completion Awards Ceremony. 4) Via email after the event. Please note, ActionPix attempts to archive the events we cover. We will diligently search our archives for files from past events but due to the volume of images we capture every year, we can not guarantee that we retain everything. Please order early.

What is the cost of photos and videos?

Please refer to our Gymnastics Coverage Price Page on our website for information. We have packages and options. Purchasing online prior to the event, ie pre-booking at the Early-Bird price, is your best value. We also provide a discount on the day of the event, if coverage is purchased before your athlete’s competition starts. We cover all the athletes competing, so you may purchase any time during or after the event.

How do I get the lowest possible price?

To get the best price take advantage of our Early-Bird, pre-booking, pricing. We offer this only on our website store prior to the start of each gymnastics competition. This discount ends two-days before an event. We do this as it helps reduces the line at the ActionPix Sales Booth.

What kind of methods of payment does ActionPix accept?

ActionPix Online Store: Credit Cards.
ActionPix Sales Booth: Debit Cards, Cash.

I don’t have a DVD reader on my new computer, what can I do?

ActionPix provides a DVD with your high-resolution files. As an option, can transfer your order to your personal portable USB Hard Disk or USB Memory Stick at no additional cost. We call this ‘Bring Your Own Disk (BYOD)’. If needed, you can purchase a new USB Stick at our Sales Booth. Actionpix is not responsible for any data on your device. Please back up your device before handing it over to ActionPix staff.

I pre-booked for my athlete to be covered. When do I receive my photos and videos?

Our goal is to have your order ready for pick up in the ActionPix Sales Area immediately after the competition Award Ceremony is completed. On the rare occasions, we may need to send your order with your club’s coach or mail it to you after the event.

Do you have a discount program for multiple event purchases?

ActionPix covers a limited selection of competitions in very different areas of Ontario. Since we do not cover every competition, we cannot offer a blanket discount rate for photo and video coverage.

Do you have a discount program for multiple athletes from the same family at a competition?

Yes, ActionPix does provide a discount for multiple family members participating in the same competition. Check our Gymnastics Coverage Price Page for prices.

Its very busy at the ActionPix Sales Area, what is happening?

Parents, athletes, family, and friends, are viewing photos and videos of the completion on the provided laptop computers. Files are uploaded after every rotation. We capture 100s of high resolution photos for each athlete. ActionPix video files are similar to what the Competition Judges see. Join in the fun, you will see things you missed. Our talented staff and our professional equipment capture the best images you will see.

There may be an issue with my order. I don’t seen anything. What should I do?

Before contacting ActionPix, please insert your DVD into a computer. You will see up to 3- folders: 1) ‘Please Read’ Folder, and either or both a 2) ‘Photos’ Folder, and 3) ‘Videos’ Folder, depending on your order. Please check these folders for photo and video files. If you do not see the folders, there may be an error. Please contact us. If you are still at the event, ask the ActionPix staff to recheck the files and verify your disk.

How can I contact ActionPix during an event?

During a competition weekend we are very busy so the most effective way to contact ActionPix is by using the Contact Us Form. Use the Contact Us Form on our website so we have a set of background information on record to check on your order. Please allow us time for a reply. We are covering the event and can only check email during the down time between event sessions.

I did not have the time to visit the ActionPix Sales Booth to view the photos and videos. How do I view and purchase after an event? Can I see the photos and videos online?

ActionPix provides a sales area with multiple viewing stations at all the competitions we cover. We do not post competition images after the event due to privacy reasons. We can, with the permission of a parent, create a private individual-athlete low-resolution Image Gallery on our website. ActionPix charges a non-refundable fee to cover the cost of organizing the photo image-gallery online. This fee is deducted from the total of your order, if you purchase after reviewing the galleries. The cost of the photos and videos are listed at the ActionPix regular price.

We cannot provide previews of videos. Both photos and videos are available for purchase after the event. We do have them on file.

Can ActionPix track down images and videos from past events?

ActionPix takes hundreds of thousands of photos during each and every event. There are costs associated with storing these photos and videos files for an extended period of time. We may have photos and videos from past events from previous years. A per-year archive fee will be charged for the search and the retrieving images from past events.

Why are my photos displaying sideways?

Many of ActionPix photographs are taken in a portrait or vertical orientation. There is a position tag embedded in the images that allows modern Image Browsers to display the photographs in their proper orientation. If the images are viewed via older Windows Picture Software, Fax Viewer or on a TV, DVD Player, or other device besides a computer, they may be displayed sideways. To rotate photos, copy the photos to the hard drive of a computer. You can then rotate, edit and save the changes using Image Viewing Software. The DVD is a locked storage device, you cannot save your changes to the original disk.

What software do you recommend to view images?

If you don’t have an Image Browser on your computer, ActionPix recommends the following free Photo Viewing programs to view your images galleries: PhotoScape, IrfanView. You can also use any photo aware program that came with your computer or digital camera to view the photos.

The video does not play smoothly. What can I do?

If ActionPix Videos do not play smoothly on your computer, please try the following:
1) Insert the DVD disk into your computer. 2) Navigate to the directory or folder on the DVD, and copy the video files to a new folder on your computer’s hard drive or desktop. 3) Play the video files from there.

If the video file can’t be opened or if they still do not play smoothly, download and install VLC Media Player to your computer. VLC Media Player is included on your DVD disk in the ‘Please Read’ Folder. Drag the video files into the VLC Playlist or onto the VLC icon. The video files should now play correctly.

The ActionPix video disk does not work in my older DVD Player. What do I do?

ActionPix supplies high-resolution JPG photo files and high-definition MP4 video files. Although you may be able to see files listed on older DVD Players, you may not be able to access the photo or video files on player. The MP4 video files will play on a computer and on any Smart Phone or Tablet, Media Player, Blue Ray Player, and Game Console. The MP4 video file format is not compatible with older DVD players. We clearly indicate this on our Video Order Form. See below for instruction to create an Encoded DVD.

How do I get a video disk that will play in a older DVD player?

To watch the videos on a older DVD player attached to a TV, the MP4 files need to be re-encoded into the DVD Player Format. ActionPix can encode a DVD at the Sales Booth. There is a small charge for this service. See below for instruction to create an Encoded DVD.

How can I encode a DVD myself?

Yes, you can easily encode the MP4 video files to play on an older DVD player. You will need to convert and encode the files using DVD Burner Software and ‘burn’ a new DVD in DVD Player Format. Many programs are available for free and you may already have the software if your computer was shipped with a DVD Burner. Roxio or Nero are examples.
Basic Instructions:
1) Copy the ActionPix MP4 files on to your computer’s hard disk and eject the DVD. 2) Set the software program to burn a playable video disk and add the selected MP4 video files. 3) Insert a new blank DVD into your DVD drive and start the recording, ie burn-in, process. 4) Once the program has finished its task, the new DVD will play on older DVD players. Note, making an encoded DVD reduces quality of the files and locks the new encoded DVD for any future editing. Please keep the ActionPix MP4 files on the original DVD for future use, as these are high-resolution files and can be imported into video editing software.

Do you guarantee your work?

Customer service is a top priority for ActionPix. We strive to deliver outstanding customer service. If you have ordered a photo and video package and your athlete does not perform as expected, or you are not satisfied with our service, ActionPix offers a full money back guarantee. Please inspect all Images and videos files in our Sales Area immediately after purchase. We provide computer terminals for your use to review your order. Once you leave the venue, we cannot offer a refund and will only provide an exchange for errors.

We will provide partial refunds if key files are missing due to technical reasons. Please note due to the speed and nature of gymnastics we cannot guarantee we can capture a photograph of every move of your athlete on every apparatus. Some images may be out of focus or capture the back of an athletes. Our videos capture the entire routine and capture every move.