FREQUENTLY ASKED QUESTIONS
Q. Can I still order after the deadline date?
A. Yes! The deadline date is just to ensure you the fastest shipping time. After this date, it may take you some additional time to receive your order. We hold the photos for ordering for two years from the date of the event. After two years have passed, the photos will be removed from our system permanently. If you have any additional questions or concerns, please do not hesitate to contact us again. Have a wonderful day!
Q. Where can I find my order status?
A. Please visit our online order tracking for order tracking information.
Q. How can I confirm you've received my order?
A. If you placed your order online, you will automatically be sent a confirmation email receipt within 24 hours of submitting your order. It will be sent to the email address listed during the ordering process. If you mailed in your order, once we receive it at our processing center, you can view the status online including order receipt and mailed dates. Orders status for online orders is available once you have received the email confirmation.
Q. How is tax calculated?
A. We are required to charge sales tax because we have sufficient representation and employees in your state. We are following the guidelines provided to properly comply with your state's sales tax laws. Sales tax is based on where the pictures or products are shipping.
Q. Is the website secure?
A. We are constantly monitoring our systems to ensure the security of your information. When you are asked to enter sensitive information (such as a credit card number), that information is encrypted and protected using industry-standard SSL encryption.
Q. Do the billing and shipping addresses have to be the same?
A. The address information for your order does not need to be the same. Please make sure that the billing address is entered as the same address that the credit card bills are sent to. This billing information will not affect your shipping address.
Q. How is shipping calculated?
A. Shipping and Handling charges within the United States, Canada and Mexico are based on the following scale according to your subtotal. There are a few circumstances, based on the school that you are graduating from, where this scale does not apply.
|Up to $25.00||$4.00|
|$25.01 - $60.00||$6.00|
|$60.01 - $100.00||$8.00|
|$100.01 - $150.00||$10.00|
For all international shipping, there is a flat fee of $30.00 for shipping charges.
Q. Where do I find my coupon code?
A. Coupon codes are given to specific schools and graduates. If a coupon code applies to your school, you will receive information via email and with your paper order form mailing via USPS.
Q. I ordered the download for digital images. When will I receive the link?
A. Digital images may be received in as little as 12 hours from the time that the order is placed and in no more than 3-5 business days from the order date. The link will be sent to the email entered during the ordering process.
Q. When will I receive my CD?
A. The CD will arrive in 3-4 weeks from the order date. It is shipped separately from any other pictures or products.
Q. When will I receive my DVD?
A. A DVD will take a minimum of 10-12 weeks to arrive. If more than 12 weeks have passed since your order was placed, please contact customer service for an update on status.
Q. When will I receive my Prints, Plaques, and Framed Prints?
A. Prints, Plaques, and Framed Prints will arrive in 10-14 business days from the date the order was placed.
Q. When will I receive my Tassel Frame?
A. Tassel Frames will arrive in 10-14 business days from the order date.
Q. When will I receive my Thank You cards?
A. Thank you cards will arrive in 4-6 weeks from the order date.
Q. My tassel is covering part of my face. What are my options for correcting this?
A. We offer custom retouching options online and over the phone during the ordering process. Please keep in mind that if the majority of the face is covered we will only be able to make the correction if there is a clear shot of the graduate's face also available. We will need a reference to remake the parts of the face that are covered by the tassel. There is a $29.95 custom retouching fee.
Q. What can I do if there is someone in the background of my picture I would like to remove?
A. We offer custom retouching options online and over the phone during the ordering process. Please note that we can remove a few people from the background of most any picture, but we cannot remove the entire background if the photo was shot in front of a crowd (common in most "Close Up" poses). There is a $29.95 custom retouching fee.
Q. My face appears shiny in the photograph. Can anything be done?
A. We offer custom retouching options online and over the phone during the ordering process. If the shine is too extensive the photo would most likely be considered over exposed. Over exposure cannot be corrected. There is a $29.95 custom retouching fee.
Q. Can the shadow in my photo be removed?
A. We offer custom retouching options online and over the phone during the ordering process. Please note shadow removal is mainly used to removed shadows from behind the graduate. If the graduation took place outside and the sun is causing shadows on the graduate's face or clothing we often cannot remove those shadows. There is a $29.95 custom retouching fee. Please contact customer service before you order the shadow removal if you are not sure whether or not it can be fixed.
Q. Can the "red eye" be removed from my photo?
A. We offer custom retouching options online and over the phone during the ordering process. There is a $29.95 custom retouching fee.
Q. Do you offer extensive facial retouching?
A. We offer customer retouching options online and over the phone during the ordering process. Extensive facial retouching can include, but is not limited, to acne removal, wrinkle reduction, gum removal, etc. There is a $29.95 custom retouching fee.
Q. Can you fix the glare on my diploma cover?
A. We offer customer retouching options online and over the phone during the ordering process. We can remove the glare on most diplomas. Often if the glare is caused by a metallic crest on the diploma, the crest can be removed all together but we can not remove the glare created by the crest. There is a custom retouching fee of $29.95.
Q. I have a stray hair in my photo. Are you able to remove this?
A. We offer custom retouching options online and over the phone during the ordering process. Please keep in mind that if the majority of the face is covered we will only be able to make the correction if there is a clear shot of the graduate's face also available. We will need a reference to remake the parts of the face that are covered by the stray hair. There is a $29.95 custom retouching fee.
Q. Can my blurry (out of focus) photo be corrected?
A. Unfortunately, we cannot correct a blurry image. We are very sorry for the error. The only option for resolving the issue is to replace the order with a different pose. If you would like to proceed this way please contact customer service.
Q. My image is too light or too dark. How can it be corrected?
A. If the image online or in your proof mailing is too light/dark, it will be automatically color corrected at the lab to ensure proper skin tones. If your ordered photos came back and the image is still too light/dark to meet your satisfaction, please contact customer service for options.
Q. What can I do if my eyes were closed in the photo?
A. Unfortunately, we cannot open eyes. The eyes are too difficult to recreate and keep looking natural. We are very sorry for the error. The only option for resolving the issue is to replace the order with a different pose. If you would like to proceed this way please contact customer service.
Q. How will my final pictures be cropped?
A. Automatic cropping will occur from the bottom of the image on all prints. More of the bottom of the image will be cropped off on an 8x10 than a 5x7 because of the different proportions of the print. Your proof closely matches the cropping of a 5x7 print. Smaller prints will show more of the image. For example, a 5x7 photograph is longer and narrower than an 8x10 picture so more cropping must be done from the bottom of the image when printing an 8x10.
Q. I cropped my images but they did not look the same during checkout. Did the cropping save?
A. The cropped image(s) will not show when checking out. As long as you saved your cropping for each image ordered your images will be cropped. Each image that was custom cropped will show "(Custom Cropping)" in the emailed order confirmation.
Q. Why don't I see a cropping option for all print sizes?
A. Unfortunately, not all print sizes can be custom cropped. The sizes that show in the cropping windows are the only sizes that cropping is available for. Please note that a 10x14 and a 2.5x3.5 wallet sized image will accept the cropping used for the 5x7 sized image.
Q. I am trying to "Custom Crop" but nothing happens when I click the button. How can I use this feature?
A. The cropping options will appear in a new window. Please double check that you pop-up blocker has been disabled.
Q. What type of image files are included on the CD or Digital Download?
A. Our full size images come straight from the camera. They are provided in a compressed .jpg format and the file size is 1488x2240. This image size is large enough to print up to a 10"x14" print.
Q. Can I make copies of my prints or the images online?
A. GradImages™ owns the copyrights to all images taken by our photographers. Except as otherwise required by law, you may not reproduce, distribute, modify, retransmit, or publish any copyrighted material without the express written consent of the copyright owner, including, without limitation, print or electronic reproduction, publication or any display of photography. Purchase of a digital download will provide the purchaser with all rights to reproduce the photo in any way.
Q. What if the photo shown is not of me?
A. We do our best to ensure that each graduate is properly identified the first time. We apologize for our error. Please select the button "These Photos are Not Me" on the top corner of the screen. This will take you to a brief questionnaire which will help us to correct our mistake. You will be notified as soon as your correct images are ready for viewing.
Q. What is your return policy?
A. Our goal is 100% satisfaction. If you are unhappy with your printed pictures, please contact our Customer Service Department and we will be happy to work with you toward a resolution. If you simply want a refund, return your photos and/or products with a note stating that you do not want them and we will be glad to give you a full refund for the original purchase price. Please note that digital images and CDs are not refundable.
Q. Can I retake my photos?
A. Unfortunately, we do not offer retakes as all of our shoots are on location.