Problem Resolution For School
Know your image number (if you got a photo):
This is the unique number
on the back of your childs’s photos.
__________________________________________________________________________________________________________
Please go to the item below that best describes your issue:
1. I want to order additional items:
2. I received some of my order, but I am missing part of my order.
3. I received my order but one or some of my products are defective (broken. mis-spelled, the quality is bad).
4. I did not get any photos at all or I only got a team photo:
Choice #1: If you got back your original envelope, then use our customer service form to let us know your information. We realize
that you will not have an image number, but if you let us know the number on your envelope, we can try to locate your image and get
you your products.
Choice #2: If you did not get back your original envelope, but the other members of your team got their envelopes and photos, then
ask the school coordinator if your envelope has turned up mixed in with another class or ask your classmates
if someone has your envelope. Generally, this is a distribution issue. If you still can’t locate your order, then fill out the customer
service form to let us know as much information as you have. Try to borrow someone’s class photo and in the “special information
about my order” section, please indicate the description of your child and where they are in the photo i.e. Third from the left
in the bottom row with blonde hair and glasses.
Choice #3: You want to talk to a representative. Please fill out the form with your contact information and in the “special information
about my order” section put, please call me, or call our customer service department directly during normal business hours.
5. I want a retake:
6. I want a refund:
STEP 1:
STEP 2:
Please complete the customer service form. On this form you will be asked to include the unique image number from the back of one of the photos that you did get. Also you will be asked to include your school name and the child's grade.
Please complete the customer service form. On this form, you will be asked to include the unique IMAGE NUMBER from the back of one of the photos that you got. Also, you will be asked to include your school name and your child’s grade. Please be specific about what is wrong and what you want us to do.
If the other members of your team got individual photos, but you did not, then please read the following choices. But PLEASE go to retake day if you know when it is (just in case your image did not turn out).
You must contact your photography company or school representative company directly. We are not the photography company (we are the lab). If you need the phone number for the photography company, fill out the photography customer service form and in the “special information about my order” section write “I want a retake and need to know the photography company or photo coordinators phone number.” We will e-mail you back the number.
You must call us at 866-684-4166 and ask for a return authorization number. We will reimburse your postage if we require you to return your photos.