FREQUENTLY
ASKED
QUESTIONS!

Here at Frequently Asked Questions asked by parents, our friendly and knowledgeable team can provide you with quick, reliable answers to all your queries. Use our chat to get in touch with us, or simply call us and we'll be more than happy to help!

Do we need parent volunteers on Picture Day?

No, you do not need to provide parent volunteers on Picture Day. We create the picture day schedule for you and provide a Picture Day Leader that will greet the teachers and check in all classes as they come down at their scheduled time. This helps to ensure minimal time outside of the classroom
If a staff member has a student at the school, do they receive a discount when ordering

Yes, all staff members that have a student attending the same school site will receive 50% off their student’s order.
How do you offer quality customer service?

We understand the value of exceptional customer service, so we've set up a dedicated phone line just for parents to contact us with any questions or concerns. We appreciate your feedback, as it helps us to improve and answer queries as promptly as possible.
Do staff members receive a picture package?

Yes, all staff members who have their pictures taken will receive a complimentary Staff Picture Package.
I enjoy the convenience and benefits of preordering, but will I be compensated if I am not happy with the final portrait?

Yes, of course! Our goal is that you will fall in love with your portraits, but in the event that you are not satisfied, we offer a 100% satisfaction guarantee on all of our portrait packages. Your child may have had a "bad hair day" or a lunchtime spill on picture day. We can try to schedule another picture on Absentee Picture Day or on a Make-Up Day. However, in the end, if the portrait just wasn't "right", we will offer a full refund.
My student was absent on picture day. Will there be another opportunity for them to take a picture?

If your student was absent for their Fall portrait, they can have their picture taken on Absentee Picture Day or on a Make-Up Day. Unfortunately, we do not offer an Absentee or Make-Up picture day for Spring or Promotion portraits.
Can I preview my student's image before purchasing?

Yes, you can. You will receive a second chance proof after picture day, including a preview of your student's image and instructions to order online. Please keep in mind, all orders placed after picture day or with a second chance proof have a handling fee.
I need to order a Panorama. How can I place my order?

For cash or check payments, you can turn in your payment on picture day using the order form that was provided to your student. If you are placing a late order or would like to pay with a Debit/ Credit card, please contact our Customer Service Specialists and they will be happy to assist, 909-606- 5118.
I would like to order previous years portraits. How long are my student’s images available for purchase?

Portraits are typically available to purchase for up to 12 months after the picture day. Images that are past that time frame will no longer be available. If you are unsure about whether the images you are looking for are still available, please contact our Customer Service Specialists for more information, 909-606- 5118.
I have multiple students. Do you offer family discounts?

Yes, we do! We offer a Family Discount to families with 3 or more children currently attending the same school. Please contact our Customer Service Specialists for more information, 909-606-5118.
How will I receive my order?

If you purchased on or before picture day, your order will be delivered to the school. If you are placing an order with a second chance proof, your order will be sent home.
I received my order but it’s damaged. Can I have it replaced?

Yes, you can. If your order was bent or damaged in any way, please contact our Customer Service Specialists, 909-606-5118. They will be happy to assist in getting you a replacement.
How can I get a student ID?

Your child’s Student ID will be distributed by their teacher. If you need to purchase a new Student ID, please contact our Customer Service Specialists for more information, 909-606-5118.
Why is my download code not working?

For best results, please download your images on a laptop or desktop using Google Chrome. (Your images may not download on your cell phone or using Safari.) If you are trying to download an image that was taken over 12 months ago, your download code may have expired.
Why is my download code not working?

For best results, please download your images on a laptop or desktop using Google Chrome. (Your images may not download on your cell phone or using Safari.
Faq?

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How do I place a late order?

You will receive a second chance proof after picture day that includes a unique Portrait ID and the instructions on how to order online. If you have misplaced this form or did not receive one, please give our office a call at 909-606-5118
Can I preview my students image before purchasing?

Yes, you can. You will receive a second chance proof after picture day that includes a preview of your students image and instructions to order online. Please keep in mind, all orders placed after picture day or with a second chance proof have a handling fee.
How long are images available for purchase?

Images are available for up to 12 months.
Why am I being charged a handling fee for each student? Is there a way to avoid this?

There is a handling fee per student because each portrait must be processed individually. The only way to avoid this fee is to preorder on or before picture day.
What is an FAQ section?

An FAQ section can be used to quickly answer common questions about you or your business, such as “Where do you ship to?”, “What are your opening hours?” or “How can I book a service?” It’s a great way to help people navigate your site and can even boost your site’s SEO.