Faqs


  Market Specific 
• Graduations

• School Portraits

• Sports

• Races

• Panoramic Group Photos



General

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 custserv@islandphoto.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 a 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.


Q: How will my photos be cropped?
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: 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.

Q: Will my cart be saved?
A: Once you exit out of our site, the basket will not be saved.

Q: How is my tax calculated?
A: Island Photography only applies tax if you are ordering in the states New York, New Jersey, Connecticut an Utah. The breakdown is as follows:

New York: % Based on your County
New Jersey: 7.0%
Connecticut: 6.0%
Utah: 6.85%

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”.

Q: When will my credit card be charged?
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: I am having trouble placing an international order.
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 don’t know if the order was placed. What do I do? 
A: Within 24 hours of placing your order online, you will receive a confirmation receipt to the email address listed in your order.
If you do not receive a confirmation email, please contact our Customer Service Department to confirm that your order was completed.




Shipment Information

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.


Q: When will I receive my order? How will it be delivered?

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. 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. 



Copyright 

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 custserv@islandphoto.com 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 (https://www.islandphoto.com/main/contact); or by mail at:

Island Photography
P.O Box 70
Port Washington, NY 11050



Return/Refund Policy

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 custserv@islandphoto.com anytime.
 
Q: What if I want to return my photos?
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.
*Please note all digital products (all image download, single image download, Face book image download, image CD, and USB) are not refundable and cannot be exchanged.



Market Specific

 Graduations

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.

Q: The proofs shown are not of me, what should I do?
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: Can other people see my photos?
A: Each graduate receives a pin number which is assigned only to their photos. However, other graduates from your ceremony will be able to see your pictures in the “Are These Not Your Proofs” section. 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: What is a titled print?
A:Titles are included on standard and laminated prints. At the bottom of your graduation photo it will say the name of your school, Commencement Ceremony, and the date.

For example:

Your College
Commencement Ceremony
May 17, 2016

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

If you desire any retouching outside these parameters, please contact out customer service department for an estimate.

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. 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 “Deluxe Package” mean?
A: Deluxe packages are printed on our Pearlized Photo Paper, which has a unique luminescent appearance with colors that are more vibrant than a standard print. This high quality paper is offered only by professional labs. Our Deluxe packages also include Basic Portrait Retouching. It does NOT remove acne, stubble, extreme shine, shadows, uneven light, stray tassels, glare on glasses or background issues.
 
Q: What is Pearlized Paper?
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 1/2'' 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 4in x 5 ½in 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!

Q: Can I order two different photos as part of a package?
A: Our Mix-n-Match 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: What are folders?
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: Where is my basket?
A: Your basket can be found on the bottom of your proofs page.

Q: Can I crop my photos?
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: What type of customization can I put on my engraved plaque?
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?”).
Here are some examples of popular engravings:

Rose D. Jones, M.D.
Your School Name
2016

Michael Smith
Congratulations
Class of 2016

Marie Suzanne Fulmer
Masters of Fine Arts
Your School

Christopher McDonald
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 number. It does not include overviews or group photos.

Q: What is on the all image CD?
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



School Portraits

Q: 
When will I be notified about picture day?
A: Seniors will receive a flyer and letter with appointment information in the mail 2-3 weeks before picture day begins. K-11 students are typically sent home with an information flyer 1-2 weeks prior to picture day. Your school may also include picture day information on its website or in a newsletter.

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.

NOTE: If you are a SENIOR, you may be required to wear specific clothing. Make sure to check the instructions on the flyer you receive in the mail.  

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 slim!
  • Dress for your shape, not for the current trend.
  • If you are a SENIOR, you may be required to wear specific clothing. Make sure to check the instructions on the flyer you receive in the mail.
                             If you aren’t sure, contact our Customer Service Department
                             for further details.

  • 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. To
                             avoid glare, wear contacts or take off your glasses for your session.
                             If you do wear your glasses, keep in mind that there may be a glare
                             from your glasses as we do use flash photography.
  • Bring a mirror compact and a comb!
  • Portraits are taken throughout the day so make sure you look refreshed and your hair is looking as good as ever.
  • Keep your makeup simple!
                            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 child cannot make it when scheduled?
A: Seniors have the option of modifying appointment times online at  http://appointments.islandphoto.com/App/Default.aspx?MarketID=19..  Other high school, middle school, and elementary school students generally have a retake/makeup day scheduled on a school day. Contact our Customer Service Department at (516) 767-1234 for further information.

Q: How long will it take for my school photos to appear on-line?
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 here:
http://orders.islandphoto.com/Apps/RegisterPortraits.aspx

Q: How can I view my school photos on your website?
A: Once photos from your 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 on the paper order form that you received through the mail or in the email we sent you alerting that your proofs were available. Once you have your PIN, visit our website and click on “School Portraits” and then "View Your Photos". You will be prompted for your PIN number and name.  Click “Continue” and you will see your proofs.

If you do not know your PIN number, please contact our Customer Service Department at (516) 767-1234.


Q: What is my pin number?
Each student is assigned their own pin number(Personalized Identification Number) which will give them access to their photos. This pin number is located on the top of the order form on the right hand side in red.

On your email, it is located under your child’s photo on the bottom right corner


Q: How do I order the photos?
A: Once you reach your proof page, 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 button that says “Continue”. Click that and it will bring you to our order form.

Q: How much do the photos cost?
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 on our website.

Q: Can packages be split between different poses?
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.

The exceptions to this are the online-exclusive “Mix-n-Match” 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.

Q: Can I crop my own photos?
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: I like a photo, but I want a different background.
A: If your child was photographed on “green screen” (i.e. there are images of him or her on a solid blue or solid bright green background) you have the option of choosing from hundreds of different backgrounds online for any of the poses you see.  Otherwise, a background change would be considered custom retouching. Please contact our Customer Service Department at (516) 767-1234 for more information

Q: I don’t like any of the photos. Can my child have another sitting?
A: A retake day may be scheduled at the school, which should be listed on your school calendar. Seniors may be required to make an appointment for additional sittings. We also take pictures in our studio on specific days during the year. There is a $10 sitting fee for all senior retake appointments. All underclass retakes in our studio are free of charge. Call our Customer Service Department at (516) 767-1234 for more information.

Q: How do I select my yearbook pose?
A: 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.

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. 

Q: Does my yearbook pose and the pose I order have to be the same?
A: No, you can purchase different poses than the pose you choose for the yearbook.

Q: What is my yearbook deadline?
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: Do you have any discounts?
A: If we photographed 3 or more children in one household from the same school district, contact our Customer Service Department at (516) 767-1234 to place your orders and learn about our family discount.




Sports
Q: What does “Not Protected” mean?
A: Not Protected 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

Spec Sport

Q: How can I find my photos?
A: On our home page select the “Sports” tab and you will be prompted to enter the PIN along with the athlete’s name. The photos should come right up.
 
Q: Where can I find my pin?
Your pin number can be located on your order form that you receive in the mail.  It is located on the upper left hand corner above your child’s name.

It can also be located in any email we send you. It is under the thumbnail of your child. 

Q: Can other people see my photos?
A: Each athlete is assigned their own PIN number. Only people you give this number to will be able to access the images.
 
Q: Can I order two different photos as part of a package?
A: Our special online All Star Package allows you to order multiple photos within one package! All other print packages include only one pose per package

League Sports

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. You should complete this and bring it with payment enclosed on photo day to place an 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.
 
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: We accept cash, check or credit card.
**Please bring exact change**
 
Q: I can't make my group's scheduled photo time; can I come early for an individual?
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.



Races

Q: How do I order photos from my race?
A: Go to the “Races” tab on the homepage. Open the drop down menu on the right of the page and select your race.
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 Friday following the race. You will get an email, with a link to view the photos.
 
Q: How do I get to the order page?
A: 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. 

Q: My photos aren’t there! What do I do?
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 spot due to the bib number being either partially or totally obscured.

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.
 
Q: Do you have photographs of every participant?
A: We strive to photograph every participant in every race we shoot. However, the circumstances of race photography make this impossible. Our fully trained photographers make sure to photograph as many participants as possible, but there are always a few who manage to sneak past them.
 
Q: Can I order a package with more than one pose?
A: Most packages only include one pose. However, any of the packages that say "configure" to the right allow you to select multiple photos within the package online.
 
Q: Can I zoom in on the photo so that I am in the center or closer?
A: You have the option to crop your photos to your liking. Simply add the package that you wish to purchase 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 adjusting the photo, click “save cropping.”
 
Q: How come the triple image print only lets me input two photos? What about the third?
A: The first photo is the photo you chose in order to get into the packages. For the other two you would manually input the numbers (found underneath the photos) that you want to add to the triple image print.
 
Q: In what order do you put the photos for the triple Image Print?
A: When we receive the order for the triple Image print, we manually drop each photo in to ensure the layout looks as good as possible. The photos may not be in the order you put them in online. If you have a specific request regarding the placement of the images, contact our Customer Service Department before placing your order.
 
Q: Does the Medal Plaque come with a medal?
A: The Medal Plaque comes with an 8x10 photo of the runner and a space on the right to hang the medal you received at the end of the race. It does not come with a medal.
 
Q: How do I download the all image download?
A: Once you order the image download and pay for the order, an email will be sent with a link to download the photos. If you lose your email, you can go back to the images by inputting your Order ID and the email address, which you typed in at checkout, in the “track order” link in the section titled “races.” It may take about 48 hours for the links to become available.
 
Q: Does the all image download /USB drive/ Image CD come with the start of the race?
A: Yes, all digital image packages come with the start of the race.
 
Q: 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 images straight from our cameras. The minimum resolution is 1424x2144 pixels, but may vary depending on the camera we use at your event. All of our images allow printing up to 16x20 inches, uncropped. We guarantee that the images you receive are of the highest quality and are the same file sizes we use to create prints.
 
Q: Can I combine orders from a previous race?
A: Orders from different races or years previous cannot be combined.
 
Q: What is the statuette made out of?
A: The photo is printed using the photo paper you choose and put onto a plastic backing with your image carved out




Panoramic Group Photos

Q: What is the size of a panoramic print?
A: They are 10”x24”.
 
Q: Can I see the print before purchasing?
A: No these are pre-pay purchase.
 
Q: How long will it take to receive the prints?
A: Typical turnaround time is 4-6 business weeks.
 
Q: What size is the keychain?
A: It is 5” x 2 ½”
 
Q: What is the difference between a formal and informal print?
A: The formal print has each student seated with their hands on their laps; everyone’s face is clear and visible in this shot. The informal has the students showing school spirit and having fun. Please note on the informal there is chance the student is blocked as they are all standing.