Frequently Asked Questions

How do I find my photograph once the graduation event is available for viewing?
To access your proofs on our website, you will need the PIN number that we have provided for you. This 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.

If you do not know your PIN number, please contact us at 1-800-453-0335. Once you have your PIN number, visit our website, click on “View Your Photos” The website will then prompt you for your PIN number and name, and you will then have access to your proofs.

How long will it take for my graduation to appear on-line?
Events usually will be available for viewing within 3-5 business days after the graduation.

 

I never received a proof. How do I order?
You'll need to call our office during regular office hours please contact our us at 1-800-453-0335. Our customer service representative will provide all of the necessary information for you to place your order either by mail, phone, fax or Internet.

 

What if my proof is too dark or too light?
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.

 

What is Complexion Touch-Up?
Complexion Touch-up is an option that minimizes the appearance of wrinkles, blemishes and blotches, evens skin tones as well as brightens the teeth and eyes. It does NOT include fixing stubble, shine, shadows, uneven light, stray hairs or tassels, glare on glasses or background issues.

If you need a more thorough touch-up or have specific requests, requiring custom retouching, please contact our Customer Service Department at 800-453-0335 on a quote, most of these can be done for an additional $20 per pose.

 

What is lamination?
The laminate is a thin layer of plastic film that is permanently attached to both sides of your photo to ensure a beautiful image for years to come. Lamination protects photos from damage due to moisture, fingerprints, stains, tearing and fading. Lamination also adds a glossy finish to your photos.

What are folders?

Our attractive black linen folders make it easy to display your proudest moments! Accented with gold embossing, folders make a great addition to any photo gift. Your photo slides simply into the folder for a beautiful showcase of your achievement.

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What is Pearlized Paper?
Kodak Pearlized Paper is a brand new product only offered by a select number of Kodak professional labs nationwide. Pearlized Paper enhances the image quality to produce a product superior to standard photo paper, with the luster and detail of a professional magazine cover.

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Can you crop or remove something from my picture?
Generally, photos are cropped at a standard amount. However, you now have the option during the online ordering process to Crop and Zoom. After adding a package to your cart, click on the “Crop” option and you will be able to zoom in on your photo and customize the crop to your liking.

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How will my final pictures look?
The proof we sent you shows 100% of the image. Different print sizes have different crop proportions. As an example: a 5x7 photograph is longer and narrower than an 8x10 picture.  

5x7 photographs will be cropped 1/8" from the bottom of your proof and 1/4" for an 8x10 photograph. Please note the sample proof and prints below:
If ordering online, the cropping will show for the various print products that you are ordering, as you order.

Is my credit card safe to submit online? Is your website secure?
Our ordering website is encrypted and protected with the best encryption software in the industry - SSL.  If you are hesitant about ordering online, please call or mail in your order.

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What if I am not happy with my pictures?
If you are unsatisfied with your order, you are welcome to return your photos. We can either correct the problem or offer a full refund. Our objective is your satisfaction and we will make every effort to reach that goal. Please contact our Customer Service Department at 1-800-453-0335 with any questions you may have regarding our policies.

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I did not receive my entire order. Where is the rest of it?
Products such as plaques and other Display Products are shipped separately. As a result, your separate products may be shipped several days apart. If you do not receive your products within the next 2-3 weeks, please call our Customer Service Department at 1-800-453-0335 between 10:00 a.m. - 5:00 p.m. PST, Monday - Friday. Don't worry . . . . it’s coming!

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Can I order after the deadline date?
YES! The Deadline date is for the discounted price and quickest delivery. Regular prices will be in effect after that. However, orders received after July 31st are subject to a $5.00 archive fee to store your images on backup servers, making room for our summer and fall events. For orders received after December 31, order subtotals must also meet a $30 minimum.

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Who can I contact if I have further questions?
Customer Service Department can be reached at 1-800-453-0335 between 10:00 a.m. - 5:00 p.m. PST, Monday - Friday. to answer any questions, address any problems as well as take any orders.