Frequently Asked Questions
ORDER FORMS / PRICING
• If I order online do I need to return my order form to the school?
No, once you’ve placed your order you can keep your order form.
• Why are the prices online different than the prices on the order form?
The prices are the same after tax. They appear different because the tax is included in the prices on the paper order form but not included in the online prices. Online, the tax is calculated when you check out and the price ends up the same.
BACKGROUNDS
• Where are my background options?
You have to select a pose and package first, THEN you will see all of your background options. You can also view our backgrounds here.
DUE DATES
• When will I receive my photos?
Roughly 3 weeks after your due date, as long as you ordered on time. Graduation photos and late orders take longer.
LATE ORDERS
• Can I order past the due date?
Yes, you can order past the due date, however, there is a $5 late charge and your order may take longer than usual to be processed. If your photos are no longer on our site, we still keep them up to one year after they are taken. Contact us if you need to see a proof.
RECEIVING YOUR ORDER
• How do I get my printed packages?
Photo packages are sent to the school and are sent home with the students.
• Can my package go to a specific parent/guardian because they are at separate households?
Yes. Just contact us by email and we'll make arrangements for the correct parent/guardian to receive them.
FAMILY DISCOUNT
• Do you have a family discount?
We have a discount for families with 3 or more children in school. Your first two children's packages are at regular price and additional children's packages in the same family are $10 each. (Does not apply to group or grad photos.)
• How do I use the family discount?
Use this form if you are ordering online. If you are ordering with your paper forms, first fill out the forms for 2 children, then on the one for your 3rd child, simply write the names of the first two children you are paying full price for somewhere at the bottom. Select your pose and background and enclose $10. Repeat for the 4th child, etc.
DIGITAL IMAGES
• How do I get my digital Image?
When you order a digital image online, you will receive it right away by email!
• How do I get my file If I didn't order online?
We will email your file to the address provided once we process all the school orders.
• My digital image seems small. Isn't it supposed to be high res?
All files are optimized and compressed. The file size may be smaller than you might think, but it has been optimized to still print up to a beautiful 8x10! What was originally a 6 or 7 MB file, can be compressed down to 1 or 2 MB.
RETOUCHING
• Is my photo retouched?
Yes! We have applied light retouching to all photos.
• I have specific retouching directions. Can I let you know?
Yes, if you need other photo editing, such as shirt stains, stray hairs, etc, you can order "Extra Retouching." If you order this, you can add a note when checking out if you have any detailed instructions. If you ordered digital images on extra retouched photos, they will be emailed to you after a few days.
RETAKES
• When is retake day?
Retakes are roughly 4 weeks after the original photo day. Your school will let you know the date.
• How do I get a retake?
Sign your paper order form (in the grey Retake Request box) and return it to the school.
• If I have not signed the form for a retake, can my child still get one?
You must at least call the school to let them know. We don't want to miss anyone, but we also don't want students getting retakes when the parents don't want one.
• If I get a retake can I still order from the original photos?
Retakes overwrite the original photos, however, if you still want the originals you can contact us and we will recover the original files. A $5 processing fee will be applied in this case.
