School Picture FAQs
Some of the schools we photograph are "Prepay" schools and some are "On-line"
Q: Where is my child’s photo? I can’t find it on the website. A: The images may be in a few places depending on your school. Have you looked at the correct day of week or class room? Were they photographed during RETAKE day and are in the retake day folder? Was your child in attendance during school picture day? Sometimes little ones are sleeping or crying, and are not able to be photographed. If you don’t see your child in any of the above mentioned places, please call us and we can troubleshoot this for you.
Q: Why won’t my credit card go through?A: Your billing and card information must match EXACTLY as it appears on your statement. The full name, the exact address, the CVV code on the back of the credit card. If any of this information is missing or incorrect the payment will not go through.
Q: Why can’t I checkout – it just keeps sitting there. A: We suggest using Chrome. Problems seem more common with other browsers.
Q: My school’s pictures are past the order by date and I can’t get in. How do I place a late order for school pictures? A: After the last deadline date for ordering your event may have been archived. You will need to request access to an archived event through the website. As long as the event is still there, you can view and order.
Q: Why is the event archived when you were just at the school?A: Be sure you are clicking on the most recent event (check the date you are clicking on) as there may be more than one event for your school on our website. We often photograph a school more than once per school year – a spring photo and a fall photo for instance.
Q: Where are my digital pictures that were ordered online? A: As long as your payment went through, you can login using the account information you setup during your order, and your images will be available for download. If you selected CHECK as your payment method, the digital image will be released once your payment has been received at the studio.
Q: When will I get my edited/retouched digital images?A: If you order editing/retouching on your digital images, and you received the un-retouched version right away, don't worry; we'll be getting the completed one to you in 2-3 weeks.Q: When will I get my print order?A: "On-line Proofing" School picture orders are typically delivered 2 weeks after the order deadline date. With "Prepay" Schools, it is typically 3 weeks from picture day. This time frame does not apply to orders placed after the deadline date.
Q: What happens if I missed retake day?A: Please call us - we can setup a time here at our studio in Bellevue.
Q: I received my print package, but my class group photo wasn’t in it. Where is my class photo?A: There are a few reasons this could happen: Class photos are not included in the packages and must be ordered separately, so perhaps you missed ordering it. Some schools do class photos on Retake Day, and the prints will be delivered later with the retake day photos.
Do you have a question not answered here? Please call us at 425-455-2827 or email us at firstname.lastname@example.org. We're open Tuesday - Saturday 10-5.