How to Prepare
We feel that there are two approaches to photo day regarding clothing.
 
The classic approach is to wear formal clothes and solid colors.  An outfit free from distracting patterns and logos can focus the attention on your child.  Think of navy blue, red, or earth tones as good base colors.  Match this with a traditional background, and you will have a timeless classic portrait.  If you're considering getting your child's haircut, it's best to let their hair grow in a little before photo day.
 
Contrary to the above, the personality approach is for personalities that can't be contained. We say go for it and celebrate their favorite superhero, brand, or crazy patterns that reflect their personality and interests. It can be a great way to create a meaningful snapshot of this moment. When matched with fun & light-hearted backgrounds, these images can be a great way to look back at trends and stages as kids grow and change.
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Avoid white if you want the name and year printed on your portrait.
 
We aim for natural smiles and try to draw them out with a fun, relaxed shooting environment.  We welcome communication with the kids, and if you prefer a closed-mouth smile, please instruct your child to let us know or send a note if they are too young or shy to communicate their preference. 
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What is my Online Code?
Your Online Code can be found on your personalized flyer handed out by your student’s teacher. Your online code is the same as your school-issued pupil #; it will remain the same year after year until you leave the school district. You will use the same online code to view your retakes. If you require your code, send an email & provide us with your child's full name and school name.
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What if my order is Incomplete or Wrong?
If you did not receive the correct order, please phone or email us within 30 days of receiving your order. We will fix it and make sure it is accurate as ordered.
 
When can I see my photos online?
Your photos will be ready to view within 48 hours of photo day. After photo day, students will be given a customized flyer with instructions on how to view photos.
 
What if I make a mistake on my order after it’s been placed?
If you placed your order before the shipping deadline for school delivery (orders delivered in bulk to the school), we can make simple changes such as name spelling, change photo #, or background choices. We are unable to add or remove items to your order. If you ordered to ship directly (mailed directly to your address), we cannot change your order, as it gets sent directly to the lab for printing. It is possible to cancel your order, but you would have to contact us within 15 minutes of placing your order, and we would have to receive it (we are often working on location during school photo season & don't read emails for a few hours) and place a cancel request to our lab. If the lab can cancel it before it gets printed, we will provide you with a code to reorder. If a refund is required, a 10% processing fee is subtracted.
 
Can I change my background colour?
Yes! School Portraits are photographed using our Virtual Background program, which allows various background choices. 
 
Can I mix different poses on one sheet?
Sheets in Build Your Own only allow one pose.
 
Can I mix different poses in the same package?
Most packages allow different poses.
 
Can I mix multiple children in the same package?
You cannot mix multiple children (subjects) in one package.
 
Retake Day
A day or two after photo day, every student will receive a custom photo flyer, whether they were photographed or not. If you would like a Retake, please fill out the RETAKE FORM (bottom portion of the photo flyer) and bring it to the photographer on Retake Day.  The RETAKE FORM helps us to identify your child. If you lost your form, write your child’s name, teacher & grade on paper and bring it to the photographer on Retake Day.
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I did not receive my Retake Photo to view
We provide take-home flyers on retake day, and the school sends a bulk general email when the retakes are ready. If you previously logged in to view your child's portraits, you'll also receive a direct, personalized notification email. Your retake photos are added to your original image selection. They are usually uploaded and available on the same day. You can log in with your online code (pupil #).

When will I receive my photos?
Most schools opt to have the photos delivered in Bulk to the school. Orders placed before the shipping deadline will be delivered to the school and distributed to their First Block classroom. Bulk orders usually take 3-4 weeks AFTER the deadline. Families have 7-9 days to order before the deadline. After the deadline, a $4.95 shipping fee is applied, and the order is shipped to your address via Canada Post. Times during the holiday season are longer, so please plan accordingly.
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What if I don’t have a credit card to order online?
If you don't have a credit card, don't worry! Please get in touch with us; we can arrange a different method of payment.
 
What is your refund policy?
Due to the custom nature of photography, where printed products are personal and cannot be resold, we do not offer a Standard Refund Policy. We will make every reasonable effort to satisfy you with your purchase. If your order is not as you ordered, we will fix it.
 
How can I save on shipping?
1)   If available, take advantage of School Delivery (Bulk Delivery) - you have 7-10 days to place your order before the Shipping Deadline after the photos are ready. There is no shipping fee, and orders will be delivered to the school in bulk. Only students attending the same school can be combined on the same invoice for this shipping method. Orders are delivered to the school from which they were ordered.
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2)  After the Shipping Deadline (Direct Delivery), multiple students from different schools can be combined in the same invoice to save on shipping. After you've placed your item(s) in your cart, you can choose VIEW ANOTHER GALLERY in the top right corner. You will need your other student's Online Code.
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3)  Bulk Delivery & Direct Delivery cannot be combined. Direct Delivery is an automated system. After an order is placed, it gets sent directly to the lab. Orders in Bulk Delivery are held and then delivered in bulk. Since schools are photographed on different dates, the Bulk delivery dates vary for each school. Be sure to order by the school's deadline to save on shipping.
 
I received one order but not the other.
If multiple subjects are ordered on the same invoice (ordered at the same time and entered payment once), all the subjects will be included in the same package. It will be labeled and delivered to the first subject ordered on the invoice. Please remove all the photos from the package and spread them out.
 
I placed my order, but I still receive email reminders
If more than one email was used to log in to the same gallery, the email(s) without an associated order will receive email reminders. Please disregard them or unsubscribe from the gallery. If you receive multiple reminders, you will have to unsubscribe from each different gallery.
 
I didn’t receive my digital photo.
After you place your digital order, you will receive two emails. The first will be your confirmation/receipt, and the second will contain a link to download your zipped digital image. Right-click the folder and choose EXTRACT ALL, then select EXTRACT. It will create a duplicate unzipped folder in your Downloads folder. Be sure to download your image to your device, as the link expires after 4-6 weeks.
 
I didn’t receive an email with my school photos.
By law, the school cannot provide private information (email addresses) to private businesses. We provide a customized handout for each student to bring home. We also offer email reminders for the school to forward to parents.
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Contact
Please don't hesitate to contact us with any questions you may have: info@islandlifephotographics.ca  or 778-420-2833