FAQs

General Ordering Questions

: 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.
: 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.
: Yes, contact us at 516-767-1234 or email us at custserv@islandphoto.com and we can remove it for you.
: 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.”
: 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 an 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.
: 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.
: 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.
: Once you exit out of our site, the basket will not be saved.
: 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”.
: 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.
: 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.
: 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

: 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.
: 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.
: 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

: 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.
: All images are copyright protected. Call Customer Service at (516) 767-1234 to obtain permission to use the photos.
: 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; or by mail at:

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

Return/Refund Policy

: 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. Please note, if you would like a response to your question within 24-48 hours please call our customer service department.
: 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, Facebook image download, image CD, and USB) are not refundable and cannot be exchanged.

Graduations

: 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.
: 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.
: Each graduate receives a PIN which allows them access to their own photo gallery. However, other graduates from your ceremony will be able to see your pictures in the “Are These Not Your Proofs” section but will not have your personal information. 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.
: Titled Prints have a thin white boarder and include a title at the bottom of the photo. 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, 2020
: 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.
: Standard packages are printed on Kodak Professional Endura Matte Photo Paper, which has a slightly textured, fingerprint-resistant matte finish.
: 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.
: 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!
: Our mahogany finish Tassel Frames are great memorabilia for all graduates. It is an 11'' x 13 ½" 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 4" x 5 ½" 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!
: Our Multi-Image 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.
: 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.
: Your cart can be found on the bottom of your proofs page.
: 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.
: 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
2020

Michael Smith
Congratulations
Class of 2020

Marie Suzanne Fulmer
Masters of Fine Arts
Your School

Christopher McDonald
We’re So Proud of You!
Love, Mom & Dad
: The All Image Download will include all of the individual images of the graduate identified to their PIN. It does not include overviews or group photos. If you see any images under Friends and Family that are not in your photo gallery, contact our customer service department to add them to your download.
: 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. If you see any images under Friends and Family that are not in your photo gallery, contact our customer service department to add them to your CD.

School Portraits (pre-k-11)

: Students are typically sent home with an information flyer 1-2 weeks prior to picture day. The school may also include picture day information on its website or in a newsletter.
: 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.

Keep clothes simple. Solid colors photograph better than prints. They also bring the attention to your face. The key is to look timeless!

Pick your favorite outfit to create a lasting memory.

Keep your accessories simple. You want the photo to be focused on the student.. beware of the big bows.

If you feel like you need to communicate specific information to the photographer, send your student with a note. I.E. Please do not photograph student with sweatshirt.
: Schools generally have a retake/makeup day scheduled on a later date and it will be communicated to you by the school.
: 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. To pre-register go to our home page under Quick Links.
: Once the photos from 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 in the email we sent you or on the paper order form that you received through the mail informing you that your proofs were available. Once you have your PIN, visit our home page, click on "View Your Photos" and select "School Portraits". You will be prompted for your PIN and name. Click “Search Now” and you will see your photo gallery.

If you do not know your PIN, please contact our Customer Service Department at (516) 767-1234.
: Each student is assigned their own PIN (Personalized Identification Number) which will give them private access to their personal photo gallery. This PIN is located on the top of the order form on the right hand side in red. On your email, it is located by your student's name and proofs.
: Once you reach your photo gallery, 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 green button that says “Continue to Order”. Click that and it will bring you to our order form.
: Yes! Discounts are available for families with three or more children living in the same household. Pay full price for the two children and receive a free package of equal or lesser value for the additional children. Please contact us for more information.
: 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 in your student's photo gallery.
: 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 “Multi-Image” 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.
: 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.
: 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.
: If you wish to have a different background we are able to do digitally remove the exisiting background for an additional charge. Please contact our Customer Service Department at (516) 767-1234 for more information.

Senior Portraits

: Seniors will receive a letter with appointment information in the mail 2-3 weeks before picture day begins. Confirmation is required prior to photo day. To confirm, on the home page under Quick Links and click on Book Portrait Appointment. Appointments are limited and we recommend that you do not delay.
: 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.

You may be required to wear specific clothing for your yearbook pose. Make sure to check the instructions on the flyer you receive in the mail.

If being photographed in Tuxedo/drape/cap and gowns they will be provided by the photographer.

Keep in mind if you are being photographed in a drape, it is preferable to wear a tank top.

For informal sessions, keep in mind that your pants/shorts/skirt might show in the photo.

If you aren’t sure, contact our Customer Service Department for further details.

If you are photographed in the summer, keep that in mind when you go to the beach.. watch those tan lines!

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 photograph well!

Pick your favorite outfit to create a lasting memory.

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. If you do wear your glasses, keep in mind that there may be a glare from your glasses as we do use flash photography and additional images might need to be taken.

Portraits are taken throughout the day so make sure you look refreshed and your hair is looking as good as ever.

Bring a mirror compact and a comb to make adjustments if needed!

Keep your makeup simple!

Keep in mind that your photo location might not be air conditioned. 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.
: Seniors have the option of modifying their appointment times on our home page under Quick Links. The school will have makeup days and if your student's photo was never taken, they will automatically be rescheduled.
: Seniors may be required to make an appointment for additional sittings: appointments are limited so do not delay. Your school may require a $10 retake fee that will be communicated to you when you make your appointment. We also take pictures in our studio on specific days during the year. Appointments are limited and only scheduled if there are no more dates at the school. There is a $10 sitting fee for all appointments in our studio. Call our Customer Service Department at (516) 767-1234 for more information.
: Yearbook pose selection is determined by the school. 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.
: No, you can purchase different poses than the pose you choose for the yearbook.
: No, placing an order does not select your yearbook pose. You must click the yearbook pose icon on your favorite pose to select it for the yearbook.
: 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.
: The option to choose will no longer be available once the deadline has passed. If you are within a week of the deadline we might be able to still select the pose for you. If not, you will be directed to contact your yearbook advisor.

Sports

: Standard packages are printed on Kodak Professional Endura Matte Photo Paper, which has a slightly textured, fingerprint-resistant matte finish.
: 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.
: Metallic packages are printed on Kodak Professional Endura Metallic Photo Paper. This creates a metallic appearance and makes the colors more vibrant.
: 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
: On our home page select “View Your Photos”, then select Sports. You will be prompted to enter the PIN along with the athlete’s name. The photo gallery will come up and you can view all your images and place your order.
: Each student is assigned their own PIN (Personalized Identification Number) which will give them private access to their personal photo gallery. This PIN is located on the top of the order form on the right hand side in red. On your email, it is located by your student's name and proofs.
: Each athlete is assigned their own PIN. Only people you give this number to will be able to access the images.
: Our Multi-Image Packages allow you to order multiple photos within one package! All other print packages include only one pose per package
: Yes, payment is required on photo day. Your coach/instructor should have passed out order envelopes or emailed you the ordering information. You should complete the form and bring it with payment enclosed on photo day to place an order. Please note each athlete must have a separate order envelope.
: Yes, your coach/instructor should have sent you ordering information. You can pre-order online under the Quick Links on the home page or go directly to www.picturedayorders.com and select your event name. Print your receipt and bring it to photo day. Please note each athlete must have a separate order.
: Of course! We love sibling shots - just inform our staff on site of your wish. Note if you are requesting sibling photos in addition to individual photos, you will need to have a separate envelope/order for each pose taken.
: Sure you can! Just let our staff know on photo day so we can properly note it.
: On photo day we accept cash and checks. Credit card orders must be placed online and can be done right from your mobile device!
**Please bring exact change**
: Sure, come at any time if all you're getting is the individual shot. Simply inform our staff on-site of your situation.
: 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

: Visit our home page and click on "View Your Photos", then select the “Races” tab to select your race. Select your race from the drop down menu and input either your bib number or your last name and click continue.
: We usually have the photos online by the Wednesday following the race (larger races could take a little longer). You will get an email, with a link to view the photos once all the images have been posted.
: In your photo gallery, 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.
: 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 identify 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.
: 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.
: 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.
: 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.”
: 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.
: 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.
: 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.
: Once you order the All 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.
: Yes, the digital image packages come with the start of the race. It is not included when purchasing a single image.
: 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.
: Orders from different races or years previous cannot be combined.
: The photo is printed using the photo paper you choose and put onto a plastic backing with your image carved out.

Panoramic Group Photos

: They can be 10"x 18" or 10”x24”, depending on the size of the group.
: No, these are pre-pay purchase. You can pre-order your group photo by photo day by going to our home page and clicking on Pre-Order Photos under Quick Links. Select your school from the list or enter the event name in the search box.
: Typical turnaround time is 4-6 business weeks.
: 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.