Frequently Asked Questions
Getting Started
Q: How can I find my photos to order?
A: After school pictures, your student should bring home a card with a personal access code. Go to the "Login" page, enter the access code and click on "Open Album." If you are having trouble locating your code, you can click here to lookup your student's code.
Q: How long does it take for photos to be available after picture day?
A: We aim to have photos online as quickly as possible, but it may take up to two weeks after picture day to have all photos processed and uploaded for families and students to view and order. While photos are still being processed, you can enter your student's access code on the "Login" page and complete the registration form to be notified when photos are available.
Q: I received an email with login information - what is this for?
A: After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos, and check the status of your orders.
Ordering
Q: Can I make changes to my order after it's been placed?
A: In most cases, no, orders cannot be adjusted once they've been placed. If you're having trouble ordering, or think something in your cart doesn't look right, we strongly encourage you to contact us before completing an order. We cannot be responsible for orders that have been placed incorrectly. While we'll do our best to correct or cancel an order for you, most orders are sent directly to our lab and begin processing immediately after being placed, at which point we're unable to make any changes to the order.
Q: Is it possible to place a single order for multiple siblings?
A: Yes! Click on "Did you get another access code?" under the main menu "Login". You can enter up to five access codes at the same time. This way you will have access to all available photos. You can combine the order and save on shipping costs.
Q: Is the logo (watermark) going to be removed from the image?
A: Of course! The watermark is only used to protect our work against illegal downloads.
Q: Where can I see the status of my order?
A: The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account."
Q: When will I receive my order?
A: This depends on the payment, the products you’ve ordered, and delivery method. Orders shipped to your address may take up to two weeks to arrive. Most digital downloads will be delivered via email within 24 hours of your order being placed. Orders that include retouching may be held for up to 10 business days while retouching is completed, depending on the time of year and our overall order volume.
Retouching
Q: How do I order retouching?
A: We offer two levels of retouching and both can be added to your online order. When ordering retouching, you're ordering the editing services only, so it's important to make sure other items have been added to your cart before you check out.
Q: Will everything in my order be retouched?
A: Yes, as long as retouching has been ordered for each image in the order, all items in the order will be retouched. Retouching does not have to be ordered for each item in your cart. If your order includes multiple prints or products of the same image, retouching only needs to be ordered one time for that image. If you're ordering two different images, you'll need to add retouching to your order twice.
Q: Can my student's photo be retouched in the yearbook?
A: In most cases, yes, as long as retouching has been ordered prior to the deadline to submit photos for your school's yearbook. Once an image has been retouched, it replaces the original, unedited version of that photo in our system. Everything that image is used for moving forward will have the retouched version, including the yearbook. We'll be sure to send out notifications as we get close to your school's yearbook deadline.
Q: My student selected their favorite photo for the yearbook, but I'd like to order a different photo. Can both be retouched?
A: Yes! Just make sure to add retouching for the yearbook photo before completing your order. The yearbook image will be retouched and replaced in our system before being submitted for the yearbook.
