FAQs
At The Show FAQs
Do I need to order in advance to be recorded?
Do I need an appointment to view my trips?
Is there a viewing charge? Why?
Why does my video package cost what it does?
What is included in my video package?
What forms of payment do you accept?
How quickly can I expect my video?
What method of shipping do you use?
Can my order be rushed? Is there an extra charge?
After The Show FAQs
Is it too late to order?
Can I view rounds after the show, before purchasing?
What is the best way to get in touch with you?
I haven’t gotten my video yet – What happened? Will you send me a new one?
I never got my order from last year/My order from last year was incorrect – Can I get a new one?
Can you email my video to me?
My video won’t play in my player/computer – What should I do?
There is a mistake on my order – What now?
Why did I barely see my rider/horse in the model/under saddle class?
What are your copyright restrictions?
I can’t copy my order – Can you help me?
I bought the self-posting usage rights, but I cannot get the video onto my computer for uploading – Can you help me?
I love my video/I lost my video – Can I get another copy?
Do I need to order in advance to be recorded?
We tape all rounds in every over-fences class automatically, so you don’t have to come tell us that you want to be taped! **Please note that, unless they are a major portion of competition, we will only tape breeding, model, and under-saddle classes on request, and ask that we be given 30-minutes notice. These requests will be met on a first-come, first-served basis. Purchase is required for special request classes.** At shows where flats/under saddles are a significant part of the show, we will tape them as a “general coverage” – taping all, but concentrating on no one.
Do I need an appointment to view my trips?
No, you never need to make an advance appointment to view your rounds! Please keep in mind that we are sometimes “swamped” at the table, especially towards the end of a show. If you are walking by and see that we are not busy, please stop in – Viewing only takes a few minutes! By the same token, if we appear very busy, feel free to ask how long the wait might be – You never know if that crowd of people is all there to view one trip, or if they’re all separate!
Is there a viewing charge? Why?
If you are only viewing and not purchasing, yes, there is a $10 per trip charge. As long as there are not others waiting, we will generally let you watch your trip more than once in one sitting. The reason we charge to view trips is because, as one example, we get many people who will come watch their rounds with their trainer, with no intention of purchasing - Therefore, we don't think it's unreasonable to ask a small fee for the valuable training-tool use of our footage. Please keep in mind, all viewing charges are fully applicable to the purchase of the rounds viewed (if ordered before the end of the show). Also, limited viewing of your purchased trips is included when you order your video package.
Why does my video package cost what it does?
Simply put, it costs us a lot to produce! When you add up show fees, master media and USB drive costs, computers and hard drives, equipment costs, hotel accommodations, food, gas, tolls, etc., well, we’ve got to pay the piper, too! Oh, and our crew - those amazing people who stand out at the ring all day (and all night) long – heat or hurricane – to catch you on video need to be paid for their time and talents, as well! Our equipment and time at the show is only the beginning – Don’t get us started on the post production time and expenses! :o)
What is included in my video package?
Just about everything! Our prices include USB drive (up to 8 GB, if USB purchase is selected) viewing, shipping & handling, a musical opening, all your classes ordered (including jump offs and second rounds/tests) and the corresponding ribbons, when available. You won’t find us nickel & dime-ing! In fact, the only “extra” charges are for extra identical copies, optional express shipping upgrades, and internet options. Keep in mind that, while our "default format" for video packages is USB drive, you may also order your footage on a range of media options - Emailed video files, YouTube links, etc.
What forms of payment do you accept?
We accept cash, check, traveler’s checks, Visa, MasterCard, Discover and American Express. There is a chance we might accept horses, puppies, or bitcoin! ;-)
How quickly can I expect my video?
The time it takes to get all of the orders from a given show completed and shipped varies with the show (and how many orders there finally were at it). As a rule, we have all orders from our shows completed and shipped out within a week to 10 days of the end of the show. Once it has gone into the mail, it generally takes the US Post Office 2-3 days to deliver, though they have been known to take as long as a week or more to get it to you (even if you live nearby, amazingly.)
What method of shipping do you use?
Our regular shipping is done via USPS Priority and/or First Class Mail. USPS Express Shipping is available for an additional $25. We can also Federal Express using your existing Fed-Ex account.
Can my order be rushed? Is there an extra charge?
We do our best to accommodate the rush-order needs of all our clients, and we generally do not charge extra for doing so, other than the optional $25 upgrade to Express Shipping. We respectfully ask, however, that rush requests only be made when absolutely necessary. We understand that everyone wants their videos ASAP, but the more “rushes” we get, the more time it takes to get all the other orders out!
Is it too late to order?
It’s almost never too late! We have all our master recordings back to 1996. If you remember your name and the show you are looking for, we can probably find you! Note, however, that if you ask us to find videos from old shows, there may be a "research fee" for the time spent digging into our Archives, should you decide NOT to purchase the rounds.
Can I view rounds after the show, before purchasing?
Due to expense and logistics, we do not offer viewing after the show ends. We do stand behind our videos, however ~ if you order and are not happy with the quality of our footage, you have one week to return it to us, uncopied, to receive a full refund. Being dissatisfied with how You or your horse did, however, does not qualify for a refund. If the quality of our video and camerawork are up to industry standards (for single-camera coverage) refunds will not be granted.
What is the best way to get in touch with you?
Email is absolutely the fastest, most effective way to get a hold of us. Our office phone number is 609-654-8933, but please be aware that we usually let the machine answer it, or we'd never get any editing done! Please refer to the contact us page for email addresses, our mailing address, etc.
I haven’t gotten my video yet – What happened? Will you send me a new one?
Please double check the hand-written date located on your receipt – If this date has passed, please drop us an email and we will gladly let you know when your order was shipped. Sometimes, the Post Office takes longer than expected and you will have your videos in just another day or two. On rare occasions, the Post Office does lose something. If this is suspected, we will re-make your order and ship it out to you as soon as possible. We ask, however, that if the first one finally gets to you, that you return it to us. --- If the date on your receipt is yet to come, it cannot reasonably be assumed that your video is lost in the mail if less than two weeks has gone by, so we will rarely re-make and re-send an order within three weeks of shipment. However, orders do sometimes get lost. Certainly if it appears to be lost, or you positively need it immediately, we will make a new one and send it to you. There may be a charge, however, under some circumstances.
I never got my order from last year/My order from last year was incorrect – Can I get a new one?
Yes, you certainly may get a new one, but we will have to charge you for it. Please note that on your order form receipt it indicates that you must let us know of any problems within 30 days of that handwritten date referred to above. After 30 days of this date we cannot assume the expense of replacing your order. But if there is a problem, do email us anyway - we may be able to work something out with you.
Can you email my video to me?
We can and do offer to email orders, rather than sending a physical device. Unless otherwise specified by you, we will email the footage as an MPEG-4 using our DropBox file sending service. Keep in mind that we do not recommend “email only” or “YouTube only” orders, simply because of how unsettlingly easy (in our opinion!) it is to lose files to a glitch, computer crash, etc…! Please visit our Internet Options page under “Products & Services” for more information.
My video won’t play on my player/computer – What should I do?
The EPCo Group guarantees that our videos will play on your modern player. If it doesn’t (which is rare), please email us. We will ask that you return the original so we can check it for errors or defects. If it is faulty, we will re-make your order.
There is a mistake on my order – What now?
Ok, so this question doesn't really get asked that often, but, we're human, and it does happen sometimes. If there’s one thing we can’t stand, it’s making a mistake on an order… We can’t have that! If you get your order and there is something wrong with it, please send us an email and let us know. Our general practice is to ask you to return the order so that we can check to see where we went wrong. We will then remake your order correctly and ship it back out to you, including reimbursement for your having had to ship it back to us in the first place! We take a lot of pride in what we do, and we want you to be happy! Please be aware that we will not provide refunds for fixable errors - We will gladly send you a full or partial refund if the problem is such that it cannot be corrected.
Why did I barely see my rider/horse in the model/under saddle class?
At most of the shows we do, the flat, under saddle, and model classes are important parts of the competition and are, therefore, important to all entrants. For these classes, we do a “general coverage,” even if you placed an order in advance. --- In general coverage recording, we strive to show each rider as equally as possible, panning among them as they ride. This is very tough to guarantee, however, due to circumstances beyond our control (how quickly the judges run the class, how often a rider circles and where, etc.) and even when we succeed very well, it is not too unusual for someone in the group to be disappointed that the camera was not focused on them more often or at a specific time. It is the unfortunate nature of general coverage group classes, we’re afraid… Note that for Model classes, we usually follow one of the judges *down the line* as he/she looks at each entry, and also when each one jogs.
What are your copyright restrictions?
All of our videos are copyrighted. They do come, however, with permission to make one copy for personal use (we’re still believers in the Honor System here). The making of multiple copies and the use of our videos on broadcast and cable television, the internet, or other production use is strictly prohibited without written permission, and is a violation of Federal copyright law! Please refer to our Copyright Policy page for more details, and to our Internet Options page for information on purchasing internet usage rights. We thank you very sincerely for respecting and upholding our copyright.
I can’t copy my order – Can you help me?
Assuming that you’re looking to make one copy for personal use, as outlined in the copyright information in the question above, or have otherwise gotten our written permission to make copies, we’ll do our best. We are not, however, tech support experts, and probably cannot walk you through making copies on your computer. Still, we might have some useful suggestions, and we guarantee that we do not hinder the copy process with copy guards, etc. Lot's of customers have successfully made the copies they desired, and quite a few have been *technically challenged,* too!
I bought the self-posting usage rights, but I cannot get the video onto my computer for uploading – Can you help me?
We can try, but we make no guarantees. As noted in the question above, we are not tech support experts, and due to the huge differences in software, systems, etc., we cannot promise we’ll be able to help. Please note that we encourage everyone to be confident in their ability to “rip” the footage before purchasing the self-posting usage rights. If you are unsure of your ability, you may wish to consider adding one of our YouTube options, or adding emailed footage to your order. All we can guarantee is that we do not and will not hinder you from ripping the footage by way of copy guards, etc. Please remember that footage posted to the web using the self-post rights may not, under any circumstances, be bootlegged – which greatly reduces the quality of our work – and must include video credit to “The EPCo Group”.
I love my video/I lost my video – Can I get another copy?
You have two options for getting additional copies after the fact... 1) If you still have your original, you can save money by mailing it back to us so that we may produce copies from it, rather than having to re-edit the video. The charge for copies made from your mailed-back USB drive or old DVD is $50 for the first copy and $35 for each copy thereafter. 2) If you no longer have your original, you can certainly get more, but we must charge the original price for the first video, and the “copy price” ($35 each) for every copy after that. This is because The EPCo Group does not keep masters of assembled individual orders, and we must go back and remake your video from scratch. Please be aware, too, that “copies” are the same generation and quality as your original USB drive or old DVD. If you think there is a chance you may need copies of your order, we recommend ordering them with your original – This saves you money and saves us time – It’s win-win!
Do I need to order in advance to be recorded?
Do I need an appointment to view my trips?
Is there a viewing charge? Why?
Why does my video package cost what it does?
What is included in my video package?
What forms of payment do you accept?
How quickly can I expect my video?
What method of shipping do you use?
Can my order be rushed? Is there an extra charge?
After The Show FAQs
Is it too late to order?
Can I view rounds after the show, before purchasing?
What is the best way to get in touch with you?
I haven’t gotten my video yet – What happened? Will you send me a new one?
I never got my order from last year/My order from last year was incorrect – Can I get a new one?
Can you email my video to me?
My video won’t play in my player/computer – What should I do?
There is a mistake on my order – What now?
Why did I barely see my rider/horse in the model/under saddle class?
What are your copyright restrictions?
I can’t copy my order – Can you help me?
I bought the self-posting usage rights, but I cannot get the video onto my computer for uploading – Can you help me?
I love my video/I lost my video – Can I get another copy?
Do I need to order in advance to be recorded?
We tape all rounds in every over-fences class automatically, so you don’t have to come tell us that you want to be taped! **Please note that, unless they are a major portion of competition, we will only tape breeding, model, and under-saddle classes on request, and ask that we be given 30-minutes notice. These requests will be met on a first-come, first-served basis. Purchase is required for special request classes.** At shows where flats/under saddles are a significant part of the show, we will tape them as a “general coverage” – taping all, but concentrating on no one.
Do I need an appointment to view my trips?
No, you never need to make an advance appointment to view your rounds! Please keep in mind that we are sometimes “swamped” at the table, especially towards the end of a show. If you are walking by and see that we are not busy, please stop in – Viewing only takes a few minutes! By the same token, if we appear very busy, feel free to ask how long the wait might be – You never know if that crowd of people is all there to view one trip, or if they’re all separate!
Is there a viewing charge? Why?
If you are only viewing and not purchasing, yes, there is a $10 per trip charge. As long as there are not others waiting, we will generally let you watch your trip more than once in one sitting. The reason we charge to view trips is because, as one example, we get many people who will come watch their rounds with their trainer, with no intention of purchasing - Therefore, we don't think it's unreasonable to ask a small fee for the valuable training-tool use of our footage. Please keep in mind, all viewing charges are fully applicable to the purchase of the rounds viewed (if ordered before the end of the show). Also, limited viewing of your purchased trips is included when you order your video package.
Why does my video package cost what it does?
Simply put, it costs us a lot to produce! When you add up show fees, master media and USB drive costs, computers and hard drives, equipment costs, hotel accommodations, food, gas, tolls, etc., well, we’ve got to pay the piper, too! Oh, and our crew - those amazing people who stand out at the ring all day (and all night) long – heat or hurricane – to catch you on video need to be paid for their time and talents, as well! Our equipment and time at the show is only the beginning – Don’t get us started on the post production time and expenses! :o)
What is included in my video package?
Just about everything! Our prices include USB drive (up to 8 GB, if USB purchase is selected) viewing, shipping & handling, a musical opening, all your classes ordered (including jump offs and second rounds/tests) and the corresponding ribbons, when available. You won’t find us nickel & dime-ing! In fact, the only “extra” charges are for extra identical copies, optional express shipping upgrades, and internet options. Keep in mind that, while our "default format" for video packages is USB drive, you may also order your footage on a range of media options - Emailed video files, YouTube links, etc.
What forms of payment do you accept?
We accept cash, check, traveler’s checks, Visa, MasterCard, Discover and American Express. There is a chance we might accept horses, puppies, or bitcoin! ;-)
How quickly can I expect my video?
The time it takes to get all of the orders from a given show completed and shipped varies with the show (and how many orders there finally were at it). As a rule, we have all orders from our shows completed and shipped out within a week to 10 days of the end of the show. Once it has gone into the mail, it generally takes the US Post Office 2-3 days to deliver, though they have been known to take as long as a week or more to get it to you (even if you live nearby, amazingly.)
What method of shipping do you use?
Our regular shipping is done via USPS Priority and/or First Class Mail. USPS Express Shipping is available for an additional $25. We can also Federal Express using your existing Fed-Ex account.
Can my order be rushed? Is there an extra charge?
We do our best to accommodate the rush-order needs of all our clients, and we generally do not charge extra for doing so, other than the optional $25 upgrade to Express Shipping. We respectfully ask, however, that rush requests only be made when absolutely necessary. We understand that everyone wants their videos ASAP, but the more “rushes” we get, the more time it takes to get all the other orders out!
Is it too late to order?
It’s almost never too late! We have all our master recordings back to 1996. If you remember your name and the show you are looking for, we can probably find you! Note, however, that if you ask us to find videos from old shows, there may be a "research fee" for the time spent digging into our Archives, should you decide NOT to purchase the rounds.
Can I view rounds after the show, before purchasing?
Due to expense and logistics, we do not offer viewing after the show ends. We do stand behind our videos, however ~ if you order and are not happy with the quality of our footage, you have one week to return it to us, uncopied, to receive a full refund. Being dissatisfied with how You or your horse did, however, does not qualify for a refund. If the quality of our video and camerawork are up to industry standards (for single-camera coverage) refunds will not be granted.
What is the best way to get in touch with you?
Email is absolutely the fastest, most effective way to get a hold of us. Our office phone number is 609-654-8933, but please be aware that we usually let the machine answer it, or we'd never get any editing done! Please refer to the contact us page for email addresses, our mailing address, etc.
I haven’t gotten my video yet – What happened? Will you send me a new one?
Please double check the hand-written date located on your receipt – If this date has passed, please drop us an email and we will gladly let you know when your order was shipped. Sometimes, the Post Office takes longer than expected and you will have your videos in just another day or two. On rare occasions, the Post Office does lose something. If this is suspected, we will re-make your order and ship it out to you as soon as possible. We ask, however, that if the first one finally gets to you, that you return it to us. --- If the date on your receipt is yet to come, it cannot reasonably be assumed that your video is lost in the mail if less than two weeks has gone by, so we will rarely re-make and re-send an order within three weeks of shipment. However, orders do sometimes get lost. Certainly if it appears to be lost, or you positively need it immediately, we will make a new one and send it to you. There may be a charge, however, under some circumstances.
I never got my order from last year/My order from last year was incorrect – Can I get a new one?
Yes, you certainly may get a new one, but we will have to charge you for it. Please note that on your order form receipt it indicates that you must let us know of any problems within 30 days of that handwritten date referred to above. After 30 days of this date we cannot assume the expense of replacing your order. But if there is a problem, do email us anyway - we may be able to work something out with you.
Can you email my video to me?
We can and do offer to email orders, rather than sending a physical device. Unless otherwise specified by you, we will email the footage as an MPEG-4 using our DropBox file sending service. Keep in mind that we do not recommend “email only” or “YouTube only” orders, simply because of how unsettlingly easy (in our opinion!) it is to lose files to a glitch, computer crash, etc…! Please visit our Internet Options page under “Products & Services” for more information.
My video won’t play on my player/computer – What should I do?
The EPCo Group guarantees that our videos will play on your modern player. If it doesn’t (which is rare), please email us. We will ask that you return the original so we can check it for errors or defects. If it is faulty, we will re-make your order.
There is a mistake on my order – What now?
Ok, so this question doesn't really get asked that often, but, we're human, and it does happen sometimes. If there’s one thing we can’t stand, it’s making a mistake on an order… We can’t have that! If you get your order and there is something wrong with it, please send us an email and let us know. Our general practice is to ask you to return the order so that we can check to see where we went wrong. We will then remake your order correctly and ship it back out to you, including reimbursement for your having had to ship it back to us in the first place! We take a lot of pride in what we do, and we want you to be happy! Please be aware that we will not provide refunds for fixable errors - We will gladly send you a full or partial refund if the problem is such that it cannot be corrected.
Why did I barely see my rider/horse in the model/under saddle class?
At most of the shows we do, the flat, under saddle, and model classes are important parts of the competition and are, therefore, important to all entrants. For these classes, we do a “general coverage,” even if you placed an order in advance. --- In general coverage recording, we strive to show each rider as equally as possible, panning among them as they ride. This is very tough to guarantee, however, due to circumstances beyond our control (how quickly the judges run the class, how often a rider circles and where, etc.) and even when we succeed very well, it is not too unusual for someone in the group to be disappointed that the camera was not focused on them more often or at a specific time. It is the unfortunate nature of general coverage group classes, we’re afraid… Note that for Model classes, we usually follow one of the judges *down the line* as he/she looks at each entry, and also when each one jogs.
What are your copyright restrictions?
All of our videos are copyrighted. They do come, however, with permission to make one copy for personal use (we’re still believers in the Honor System here). The making of multiple copies and the use of our videos on broadcast and cable television, the internet, or other production use is strictly prohibited without written permission, and is a violation of Federal copyright law! Please refer to our Copyright Policy page for more details, and to our Internet Options page for information on purchasing internet usage rights. We thank you very sincerely for respecting and upholding our copyright.
I can’t copy my order – Can you help me?
Assuming that you’re looking to make one copy for personal use, as outlined in the copyright information in the question above, or have otherwise gotten our written permission to make copies, we’ll do our best. We are not, however, tech support experts, and probably cannot walk you through making copies on your computer. Still, we might have some useful suggestions, and we guarantee that we do not hinder the copy process with copy guards, etc. Lot's of customers have successfully made the copies they desired, and quite a few have been *technically challenged,* too!
I bought the self-posting usage rights, but I cannot get the video onto my computer for uploading – Can you help me?
We can try, but we make no guarantees. As noted in the question above, we are not tech support experts, and due to the huge differences in software, systems, etc., we cannot promise we’ll be able to help. Please note that we encourage everyone to be confident in their ability to “rip” the footage before purchasing the self-posting usage rights. If you are unsure of your ability, you may wish to consider adding one of our YouTube options, or adding emailed footage to your order. All we can guarantee is that we do not and will not hinder you from ripping the footage by way of copy guards, etc. Please remember that footage posted to the web using the self-post rights may not, under any circumstances, be bootlegged – which greatly reduces the quality of our work – and must include video credit to “The EPCo Group”.
I love my video/I lost my video – Can I get another copy?
You have two options for getting additional copies after the fact... 1) If you still have your original, you can save money by mailing it back to us so that we may produce copies from it, rather than having to re-edit the video. The charge for copies made from your mailed-back USB drive or old DVD is $50 for the first copy and $35 for each copy thereafter. 2) If you no longer have your original, you can certainly get more, but we must charge the original price for the first video, and the “copy price” ($35 each) for every copy after that. This is because The EPCo Group does not keep masters of assembled individual orders, and we must go back and remake your video from scratch. Please be aware, too, that “copies” are the same generation and quality as your original USB drive or old DVD. If you think there is a chance you may need copies of your order, we recommend ordering them with your original – This saves you money and saves us time – It’s win-win!