1. Digital Delivery Only

All products offered by Nathan Sottung Photography, LLC, doing business as Cue (“Company,” “Cue,” “we,” “us,” or “our”), are digital files delivered electronically. We do not ship physical goods. No physical media, packaging, or shipping is involved in any purchase.

2. How and When You Receive Standard Orders

Following successful completion of checkout, you will receive an order confirmation email at the address you provided. For standard digital products, the order confirmation email contains a link to download the digital files associated with your purchase, and delivery is typically immediate; in rare cases, processing may take up to a few minutes. You may also access your downloads through your customer account on shootwithcue.com, where applicable.

Download links are time-limited and may expire after a defined period or after a maximum number of downloads. Customers are encouraged to download and securely store a backup copy of their files promptly upon receipt.

3. Custom Orders (Cue ID Cards)

Some Offerings, including Cue ID cards, are personalized to the individual customer and produced manually rather than delivered automatically at checkout. Cue ID cards are custom identification cards that display your name, business, contact information, and any other details you choose to include, so that a lost or misplaced memory card or camera can be returned to you. Custom orders require additional production time because each card is designed and prepared from the information you provide at the time of order, and orders are processed in batches.

Delivery of a custom order may take longer than seventy-two (72) hours from the time the order is placed. We aim to deliver all custom orders within one (1) week of the order date. If you have not received your custom order within one (1) week of placing it, please contact us at hello@shootwithcue.com with your order number and the email address used at checkout, and we will look into it promptly.

Information you submit for use on a Cue ID card — such as your name, business name, phone number, email address, and any other contact details you choose to include — is used solely to produce your order. Our handling of this information is further described in our Privacy Policy.

4. If You Do Not Receive Your Files

If you do not receive your order confirmation email within one (1) hour of completing checkout for a standard order, or within one (1) week for a custom order, please:

•         check your spam, junk, or promotions folder, including any filters applied by your email provider;

•         confirm that the email address entered at checkout was correct;

•         contact us at hello@shootwithcue.com with your order number and the email address used at checkout.

We will reissue your download link, resend the order confirmation email, or update you on the status of your custom order as quickly as possible.

5. File Compatibility and Use

Information about file formats, intended use, and camera compatibility is provided in the product description and in the Limited Liability and Terms of Use. Customers are responsible for verifying compatibility with their specific equipment before use on a paid client engagement, as further described in those terms.

6. International Customers

Because all products are delivered electronically, there are no international shipping fees, customs duties, or import taxes associated with delivery. You are responsible for any taxes that may apply to your purchase under the laws of your country of residence.

7. Contact

Questions about delivery or a specific order should be directed to hello@shootwithcue.com.