General Ordering Questions
Q: The deadline has passed! Are my photos deleted?A: No they are not! Ordering before the deadline will guarantee prices and ensure the fastest delivery. After the deadline, the photos will go into our archives for approximately 3 years. Orders placed after the deadline are subject to an additional archival fee up to $5.00. If an order is received six months or more after the deadline, the subtotal must be a minimum of $30.00.
Q: Will the photo I receive have similar quality to the one I see in the proof on the screen?A: The images you see on screen and in your mailers are not the full resolution images; however the images that you order will be the full resolution photo that we photograph. This process allows visitors on our web site to view images which load up quickly, even over slower Internet connections. We strive to make your ordering process fast and efficient.
Q: Can I have my picture removed from the Web?A: Yes, contact us at 516-767-1234 or email us at email@example.com and we can remove it for you.
Q: I tried adding photographs to my cart, but haven’t had any success. What is going on?A: To order online, your browser must have cookies enabled, which will permit you to use the shopping cart feature. To enable this feature in internet explorer, visit tools/internet options/Privacy/Advanced and mark both the first and third cookies as “Accept.”
Q: I want to order a digital Image. Is this the highest resolution you offer? What is the resolution size of the digital Images?A: We offer, in our digital downloads, the full resolution straight from our cameras. The minimum resolution is 1632 x 2464 pixels for races which allows printing up to an 11x14. For all other markets the minimum resolution is 2136 x 3216 which allows for printing up to a 16x20. We guarantee that the images you receive are of the highest quality and are the same sizes we use to create prints.
A: As photographs are enlarged, the height/width ratio changes, so the print you receive may require additional cropping. Larger prints require more cropping due to the changing proportions. For example, an 8x10 is cropped by 20%. Make sure to check your cropping before the order is placed. The image as shown in the crop box is how your photos will be printed.
Q: How will my photos be cropped?
Q: What if my proof is too dark or too light?A: The proof printed on your order form and displayed online is a low-resolution image and has not been color corrected. Your order will automatically be color corrected and printed at a higher clarity than your proofs.
A: Once you exit out of our site, the basket will not be saved.
Q: Will my cart be saved?
A: Island Photography only applies tax if you are ordering in the states of New York, New Jersey, Connecticut, Pennsylvania and Utah.
Q: How is my tax calculated?
The breakdown is as follows:
- New York: % Based on your County
- New Jersey: 6.625%
- Connecticut: 6.35%
- Pennsylvania: % Based on your County
- Utah: 7.75%
Q: Is my credit card safe to submit online? Is your website secure?A: When our registration/order form asks users to enter sensitive information (such as a credit card number), that information is encrypted and protected with the best encryption software in the industry-SSL. Your credit card will show the charge coming from “Island Photography” or “Online Event Photo”.
A: Your credit card will be charged once the order is placed. Since the products we offer are customized and/or personal, we do not produce them until you order them.
Q: When will my credit card be charged?
A: If you are having difficulty placing an order with a credit card issued from a non-US bank or shipping your photos outside the country, please call our Customer Service Department at (516) 767-1234. We can place the order for you.
Q: I am having trouble placing an international order.
A: Within 24 hours of placing your order online, you will receive a confirmation receipt to the email address listed in your order.
Q: I don’t know if the order was placed. What do I do?
If you do not receive a confirmation email, please contact our Customer Service Department to confirm that your order was completed.
Q: Will my entire order come in one shipment?A: Photos will be mailed out in one package, except for larger sized prints, such as group photos, which will arrive separately. Any custom products, plaques, tassel frames, or framed prints will be sent out as separate shipments.
A: Orders for pictures placed online or over the phone will be delivered within ten business days. Picture orders sent by mail will be delivered within three weeks. However, some products may not be shipped together.
Q: When will I receive my order? How will it be delivered?
Below, please find our product delivery breakdown.
- Digital products will be sent to the email that you provide during checkout within 24-48 hours.
- Printed picture orders are sent through the United States Postal Service (USPS) and should arrive within 7-10 business days.
- Larger prints and custom products may come separately through the USPS.
- Plaque orders, apart from Portrait and Graduation plaques, will be sent via the United States Postal Service (USPS) and should also arrive within 7-10 business days
- Only Portrait and Graduation plaques will be sent UPS and require an additional week for delivery.
- Class group frames and tassel frames will be delivered via FEDEX and can be expected in 2-4 weeks.
Q: My prints have not arrived, what should I do?A: If you have not received your prints and it has been two weeks since ordering, you can contact a customer service representative to check the status of your order.
Q: Can I make copies of my prints or the images online?A: When you purchase prints of your child, the original image remains the property of Island Photography. Except as otherwise required by applicable law, you may not reproduce, distribute, modify, retransmit or publish any copyrighted material without the express consent of the copyright owner, including, without limitation, print or electronic reproduction, publication or any display of photography.
However, we do offer digital products that include a Single or All Image Download which are intended to give you the convenience of digital image storage and the ability to print as many copies as you want. If you purchase one of these items, Island Photography can provide a copyright release.
Please contact our Customer Service Department at (516) 767-1234 or firstname.lastname@example.org if you have any questions about this policy.
Q: How do I obtain permission to use photos for editorial or advertising purposes?A: All images are copyright protected. Call Customer Service at (516) 767-1234 to obtain permission to use the photos.
Q: Who can I contact if I have further questions?A: Our Customer Service Department is open 9:00am-5:00pm Eastern Standard Time, Monday through Friday to answer any questions, address any problems as well as take any orders.
You can reach us by phone at (516) 767-1234 or by filling out our contact form; or by mail at:
P.O Box 70
Port Washington, NY 11050
Q: What if I have a problem with my order?A: We aim for 100% satisfaction. If you are unhappy with any of our products, please contact a customer service representative to assist you. We can offer you various solutions to any problem guaranteeing that you are completely satisfied with your order.
Please note, all problems should be brought to our attention within 45 days of placing your order to ensure that we can offer all possible solutions.
Our full-time customer service department is here to help Monday-Friday, 9:00am-5:00pm EST. You can call us at 516-767-1234 during these hours or email us at email@example.com anytime. Please note, if you would like a response to your question within 24-48 hours please call our customer service department.
A: If you wish to be refunded for your order, you must send it back to us within 30 days with a note stating why you would like a refund. As soon as we have received this we will process your refund. If your entire order is returned you will be refunded the total paid for your order. If only a portion of your order is returned you will be refunded for the products returned and a portion of the tax and shipping.
Q: What if I want to return my photos?
*Please note all digital products (all image download, single image download, Facebook image download, image CD, and USB) are not refundable and cannot be exchanged.
Q: How long will it take for my proofs to be put online?A: Each graduate will be contacted directly by email within 2-3 days after their ceremony. They will receive a secure link to view and order their photos - there is no obligation to order. The graduate will also receive a printed order form with their images via US mail within 5-6 days after the event.
A: If the photos are not of you, click on the link at the bottom of the page that says “Are these proofs not you? Click here to find your proofs.” If you are still unable to find your photos, you can contact a customer service representative to help you.
Q: The proofs shown are not of me, what should I do?
A: Each graduate receives a PIN which allows them access to their own photo gallery. However, other graduates from your ceremony will be able to see your pictures in the “Are These Not Your Proofs” section but will not have your personal information. Also, if a candid picture was taken of you, it will be posted in the “View Additional Images” section of your event. Only graduates from your ceremony would be able to see these photos. Graduates from other ceremonies do not have access to your photos.
Q: Can other people see my photos?
A: Titled Prints have a thin white boarder and include a title at the bottom of the photo. At the bottom of your graduation photo it will say the name of your school, Commencement Ceremony, and the date.
Q: What is a Titled Print?
May 17, 2020
Q: What is the difference between “Basic Portrait Retouching” and “Premium Portrait Retouching”?A: We offer two retouching options. To give you the best value, if you purchase a certain pose to be retouched, all prints of that pose from your order will be retouched. (Ex: If you order retouching for pose 1, all packages with pose 1 will be retouched from that order)
- Basic Portrait Retouching: Every print in your package can be enhanced with our basic retouch. This option softens facial complexions, brightens teeth and eyes. It also heightens the overall quality of the finished photos. It does NOT remove acne, stubble, extreme shine, shadows, uneven light, stray tassels, glare on glasses or background issues.
- Premium Portrait Retouching: See dramatic improvement with premium retouching. In addition to the retouching done with our basic option, Premium Retouching softens all lines and wrinkles, smooths uneven skin tones and removes minor blemishes. It does NOT remove major acne, stubble, extreme shine, shadows, uneven light, stray tassels, glare on glasses or background issues
A: Standard packages are printed on Kodak Professional Endura Matte Photo Paper, which has a slightly textured, fingerprint-resistant matte finish.
Q: What does “Standard” mean?
Q: What does “Laminated” mean?A: Laminated packages are printed on Kodak Professional Endura Matte Photo Paper. The photo is then encased in a protective plastic that provides a glossy finish to your photos. This prevents any tearing, fading, water damage and fingerprints. Lamination will preserve your precious photos for a lifetime.
Q: What does "Pearlized" mean?A: Kodak Pearlized Paper is also known as Kodak Endura Professional Metallic Paper. It is a superior photo paper that has a unique luminescent appearance with colors that are more vibrant than a standard print. Our Pearlized Paper has a unique metallic appearance, with the luster and detail of a professional magazine cover. It enhances the image quality, producing saturated and long-lasting color. It simply is the best!
Q: What is a Tassel Frame?A: Our mahogany finish Tassel Frames are great memorabilia for all graduates. It is an 11'' x 13 ½" frame with two cut outs specifically sized for one of our 5x7 titled prints and the tassel from your graduation cap. The photo cut out is 4" x 5 ½" and the tassel cut out is 1 ½'' x 9 ¼''.
Photos and tassels are not included with the tassel frame so remember to order a 5x7 photo and keep your tassel to put into the frame!
A: Our Multi-Image packages allow you to order multiple photos within one package! All other print packages include only one pose per package. We also offer A-La-Carte photos where you can order individual prints.
Q: Can I order two different photos as part of a package?
A: Accented with gold embossing, our black linen folders are a great way to proudly display your cherished memories and are perfect for shipping your photos to family and friends.
Q: What are folders?
A: Your cart can be found on the bottom of your proofs page.
Q: Where is my cart?
A: You have the option to crop your photos to your liking. Simply add the package that you want to order to the basket. Scroll down to your basket and select the “crop” button. It will take you to a page where you can crop your photo. After cropping, click “save cropping”. For mix and match packages, cropping must be done on the drag-and-drop page and cannot be changed once the package is added to your cart.
Q: Can I crop my photos?
A: Your plaque can be customized in any way you choose within three lines. Each line can have up to 25 characters. All text on your plaque is automatically centered. Please keep in mind during your order that your photo already has a title containing the name of your school and the date (see “What will be on the title of my picture?”).
Q: What type of customization can I put on my Engraved Plaque?
Here are some examples of popular engravings:
Rose D. Jones, M.D.
Your School Name
Class of 2020
Marie Suzanne Fulmer
Masters of Fine Arts
We’re So Proud of You!
Love, Mom & Dad
Q: What is included in the All Image Download?A: The All Image Download will include all of the individual images of the graduate identified to their PIN. It does not include overviews or group photos. If you see any images under Friends and Family that are not in your photo gallery, contact our customer service department to add them to your download.
A: The All Image CD includes all the individual images of the graduate as well as the overview and ceremony highlight photos. It does not include group images or pre/post ceremony candids. If you see any images under Friends and Family that are not in your photo gallery, contact our customer service department to add them to your CD.
Q: What is on the All Image CD?
School Portraits (pre-k-11)
Q: When will we be notified about picture day?A: Students are typically sent home with an information flyer 1-2 weeks prior to picture day. The school may also include picture day information on its website or in a newsletter.
A: Picture Day is an important day for both the students and parents. Here are some quick tips on how to make the most out of the session.
Q: How should we prepare for picture day?
- Keep clothes simple. Solid colors photograph better than prints. They also bring the attention to your face. The key is to look timeless!
- Pick your favorite outfit to create a lasting memory.
- Keep your accessories simple. You want the photo to be focused on the student.. beware of the big bows.
- If you feel like you need to communicate specific information to the photographer, send your student with a note. I.E. Please do not photograph student with sweatshirt.
Q: What if my child cannot make it when scheduled?A: Schools generally have a retake/makeup day scheduled on a later date and it will be communicated to you by the school.
A: Photos generally will be available for viewing within 7 business days of picture day. You can be alerted by email as soon as the photos become available if you pre-register. To pre-register go to our home page under Quick Links.
Q: How long will it take for the school photos to appear on-line?
A: Once the photos from photo day are available for viewing online, you will be able to access your proofs with the PIN that we provide. The PIN can be found either in the email we sent you or on the paper order form that you received through the mail informing you that your proofs were available. Once you have your PIN, visit our home page, click on "View Your Photos" and select "School Portraits". You will be prompted for your PIN and name. Click “Search Now” and you will see your photo gallery.
Q: How can I view the photos on your website?
If you do not know your PIN, please contact our Customer Service Department at (516) 767-1234.
Q: What is my students PIN?A: Each student is assigned their own PIN (Personalized Identification Number) which will give them private access to their personal photo gallery. This PIN is located on the top of the order form on the right hand side in red. On your email, it is located by your student's name and proofs.
A: Once you reach your photo gallery, click on the photo that you wish to order. On the upper right hand side of the page, above the enlarged thumbnail of your chosen picture, is a green button that says “Continue to Order”. Click that and it will bring you to our order form.
Q: How do I order the photos online?
A: Yes! Discounts are available for families with three or more children living in the same household. Pay full price for the two children and receive a free package of equal or lesser value for the additional children. Please contact us for more information.
Q: Do you have a family discount?
A: We have competitive prices and offer a wide range of affordable package options. Prices are included with your photo proofs sent in the mail and can also be viewed in your student's photo gallery.
Q: How much do the photos cost?
A: Our packages are designed to provide the best value, giving you the most for your money. Value packages provide multiple copies of a single pose and cannot be split between multiple images.
Q: Can packages be split between different poses?
- The exceptions to this are the online-exclusive “Multi-Image” packages. In addition, “a la carte” options are available if you wish to order poses separately. If you are ordering a value package, you also have the option of adding additional prints of other poses as Add-On Packages. We also offer multi image collages.
Q: How do I select one of the Add-On packages I see on the order form? It isn’t showing up on the order page.A: Once you select your first picture and choose a package to “Add to Cart,” the website will take you to a page showing Add-on Package options “you may also be interested in.” On this page, check off the items you would like to add and click Continue. The next page lets you choose from all of your child’s images and “Drag and drop” the image you want for each Add-on. If you are having trouble with this feature, please contact our Customer Service Department at (516) 767-1234 to place your order over the phone.
A: Yes! Once you have added the photos you are purchasing to your cart, it will give you the option to crop each print to your specifications. If you wish to make changes, you are able to zoom in as well as adjust the alignment of the photo.
Q: Can I crop the photos?
A: If you wish to have a different background we are able to do digitally remove the exisiting background for an additional charge. Please contact our Customer Service Department at (516) 767-1234 for more information.
Q: I like a photo, but I want a different background.
Q: When will I be notified about picture day?A: Seniors will receive a letter with appointment information in the mail 2-3 weeks before picture day begins. Confirmation is required prior to photo day. To confirm, on the home page under Quick Links and click on Book Portrait Appointment. Appointments are limited and we recommend that you do not delay.
Q: How should I prepare for picture day?A: Picture Day is an important day for both the students and parents. Here are some quick tips on how to make the most out of the session.
- You may be required to wear specific clothing for your yearbook pose. Make sure to check the instructions on the flyer you receive in the mail.
- If being photographed in Tuxedo/drape/cap and gowns they will be provided by the photographer.
- Keep in mind if you are being photographed in a drape, it is preferable to wear a tank top.
- For informal sessions, keep in mind that your pants/shorts/skirt might show in the photo.
- If you aren’t sure, contact our Customer Service Department for further details.
- If you are photographed in the summer, keep that in mind when you go to the beach.. watch those tan lines!
- Keep clothes simple. Solid colors photograph better than prints. They also bring the attention to your face. The key is to look timeless! Dark colors photograph well!
- Pick your favorite outfit to create a lasting memory.
- Keep your accessories simple. You want the photo to be focused on you, not what you’re wearing.
- Note: Glasses Glare is a major issue when using flash photography. If you do wear your glasses, keep in mind that there may be a glare from your glasses as we do use flash photography and additional images might need to be taken.
- Portraits are taken throughout the day so make sure you look refreshed and your hair is looking as good as ever.
- Bring a mirror compact and a comb to make adjustments if needed!
- Keep your makeup simple!
- Keep in mind that your photo location might not be air conditioned. Matte is better than Dewy. Shine from your makeup can make you look “oily” or “shiny”.
- Make sure your nails are well groomed or manicured. Your hands may show up in your photos.
- Lastly, remember these three things: relax; take a deep breath and smile.
Q: What if my student cannot make it when scheduled?A: Seniors have the option of modifying their appointment times on our home page under Quick Links. The school will have makeup days and if your student's photo was never taken, they will automatically be rescheduled.
Q: I don’t like any of the photos taken, can my student have another sitting?A: Seniors may be required to make an appointment for additional sittings: appointments are limited so do not delay. Your school may require a $10 retake fee that will be communicated to you when you make your appointment. We also take pictures in our studio on specific days during the year. Appointments are limited and only scheduled if there are no more dates at the school. There is a $10 sitting fee for all appointments in our studio. Call our Customer Service Department at (516) 767-1234 for more information.
A: Yearbook pose selection is determined by the school. If you are given the opportunity to choose your own yearbook pose, there will be specific instructions on how to do so. You may be directed to pick a certain outfit and/or background so make sure to read the instructions carefully. If you pick a photo outside these parameters, Island Photography reserves the right to choose a different image.
Q: How do I select my yearbook pose?
Clicking the yearbook pose icon will assign it to the photo you have selected. You will see a pop up message confirming your choice. Island Photography will be able to view your choice right away–there is no “submit” button. There will be a yearbook icon on the lower right hand side of the original thumbnail of your chosen image to indicate your selection.
A: No, you can purchase different poses than the pose you choose for the yearbook.
Q: Does the yearbook pose and the pose I order have to be the same?
Q: If I place an order, does that pose go in the yearbook?A: No, placing an order does not select your yearbook pose. You must click the yearbook pose icon on your favorite pose to select it for the yearbook.
A: Your yearbook deadline is determined by your school, and is subject to change. Be sure to make your appointment and choose your preferred pose as early as possible to ensure you are in the yearbook.
Q: What is the yearbook deadline?
Q: The deadline to choose the yearbook pose has passed, can we still select the image we want?A: The option to choose will no longer be available once the deadline has passed. If you are within a week of the deadline we might be able to still select the pose for you. If not, you will be directed to contact your yearbook advisor.
Q: What does “Standard” mean?A: Standard packages are printed on Kodak Professional Endura Matte Photo Paper, which has a slightly textured, fingerprint-resistant matte finish.
Q: What does “Laminated" mean?A: Laminated packages are printed on Kodak Professional Endura Matte photo paper. A thin plastic coating is added that adds a protective glossy finish to your photos and prevents any tearing, fading, water damage and fingerprints. Lamination will preserve your precious photos for a lifetime.
Q: What does “Metallic” mean?A: Metallic packages are printed on Kodak Professional Endura Metallic Photo Paper. This creates a metallic appearance and makes the colors more vibrant.
Q: Can I crop my own photos?A: Yes! Once you have added photos you are purchasing to your cart, it will give you the option to crop each print to your specifications
Q: How can I find the photos?A: On our home page select “View Your Photos”, then select Sports. You will be prompted to enter the PIN along with the athlete’s name. The photo gallery will come up and you can view all your images and place your order.
Q: Where can I find the PIN?A: Each student is assigned their own PIN (Personalized Identification Number) which will give them private access to their personal photo gallery. This PIN is located on the top of the order form on the right hand side in red. On your email, it is located by your student's name and proofs.
A: Each athlete is assigned their own PIN. Only people you give this number to will be able to access the images.
Q: Can other people see my photos?
Q: Can I order two different photos as part of a package?A: Our Multi-Image Packages allow you to order multiple photos within one package! All other print packages include only one pose per package
Q: Do I have to pay for photos on photo day?A: Yes, payment is required on photo day. Your coach/instructor should have passed out order envelopes or emailed you the ordering information. You should complete the form and bring it with payment enclosed on photo day to place an order. Please note each athlete must have a separate order envelope.
Q: Can I place my order online?A: Yes, your coach/instructor should have sent you ordering information. You can pre-order online under the Quick Links on the home page or go directly to www.picturedayorders.com and select your event name. Print your receipt and bring it to photo day. Please note each athlete must have a separate order.
Q: Can I get all of my children in the same photo?A: Of course! We love sibling shots - just inform our staff on site of your wish. Note if you are requesting sibling photos in addition to individual photos, you will need to have a separate envelope/order for each pose taken.
Q: Can I pay with one check for all my children?A: Sure you can! Just let our staff know on photo day so we can properly note it.
Q: What methods of payment do you accept?A: On photo day we accept cash and checks. Credit card orders must be placed online and can be done right from your mobile device!
**Please bring exact change**
Q: I can't make my group's scheduled photo time; can I come early for an individual photo?A: Sure, come at any time if all you're getting is the individual shot. Simply inform our staff on-site of your situation.
Q: Can I wait to see if I like the photo before placing an order?A: Orders are placed on a pre-pay basis so you are unable to view the photo before buying. However, all work comes with a 100% satisfaction guarantee. If you're unhappy with your purchase you'll receive a refund (please refer to refund policy) or retake at your request.
Q: How do I order photos from my race?A: Visit our home page and click on "View Your Photos", then select the “Races” tab to select your race. Select your race from the drop down menu and input either your bib number or your last name and click continue.
Q: How long does it take for my photos to get online?A: We usually have the photos online by the Wednesday following the race (larger races could take a little longer). You will get an email, with a link to view the photos once all the images have been posted.
Q: How do I get to the order page?A: In your photo gallery, click on the photo that you wish to purchase. That photo will show up as an enlarged thumbnail on the right side of the screen. Under that thumbnail will be a gray button that says “order now”. Once you click on that button, it will bring you to the order form where you can order your products.
A: The dynamic nature of race photography can make it challenging to take identifiable photographs of every participant. There will always be some photographs we cannot identify due to the bib number being either partially or totally obscured.
Q: My photos aren’t there! What do I do?
If you can’t find a photograph of yourself, you may find it worthwhile to look through the Lost and Found. To get to the Lost & Found, find the race under the drop down menu, and click continue. There will be a section called the "Lost & Found" on the right. Click the drop down menu and choose the option that you wish to find. Once you find your photos, you can order directly from there. You can also call customer service with your finish time and we can try to locate photos of you at the finish line.