If you are not satisfied with your child’s portrait, please have them attend the next retake day if applicable. If there are no upcoming retake days at the school, please contact our Customer Service team to figure out the best way to proceed!

If pre-ordered, you will receive an email with the download and copyright release about 1 to 2 weeks after picture day. If ordered after the proofs are viewable, you should receive it within 24 hours. (Check your spam folder!) If you haven’t received the email, please contact our Customer Service team for assistance.

Use the Order Pictures tab on our website and log in with your online code, this will bring you to the gallery where you are able to order more pictures.

Orders before picture day must be individually ordered for each student, this will ensure we match up the right package with the right student.

Here is what you need to do in order to participate in the Retake Picture Day event:

Mark your calendar for Retake Picture Day and let your teacher/school know your child will be participating in the Retake Picture Day event.

Make sure you return the Picture Package envelope and its contents to the photographer on Retake Day. We cannot exchange your order with the Retake picture until the Picture Package envelope and its contents have been returned.

No, it does not cost to have a retake. If you or your student is not happy with the original picture, they are welcome to participate in the Retake Picture Day event.

Our customer service representatives will locate your student’s order and correct the problem as soon as possible. Please call 855-773-3321 or email us at customerservice@upstate-images.com and have the following information ready:

-School
-Teacher's Name
-Grade
-Child's Full Name

If you don’t like the background you selected, please call customer service and we will order you a different background and reprint your pictures. You will need to return the original package and the only cost would be a shipping fee to mail them to you.

If you didn’t order retouching, but decide you want it, please call customer service at 855-773-3321. If you purchase retouching at this time, plus pay for shipping, we will reprint the package without charging you again for the original package cost. You will need to return the original package.

Please email us at customerservice@upstate-images.com detailing the problem (ex: My child’s name should read “Jon” not “John”).

Please include the following information so a representative can locate your child’s order.

-School
-Teacher's Name
-Grade
-Child's Full (Legal) Name

If you do not have access to email, please call customer service at 855-773-3321.

To get a refund please mail your photos to us with a note requesting a full refund.
*Online orders will be refunded to the credit card used to place the order.
*Paper form orders will be sent a check.

Please include your name, mailing address, and contact information.

Return your full package to:

Upstate Images
Refund Request
307 Gilead Rd
Huntersville, NC 28078

(Please allow 7-10 business days for processing once the package is received.)

Delivery time will vary by school. Class groups are usually delivered with the individual packages; class composites include absentee students from the retake date, so they are shipped separately.

Typically class composites are printed and delivered by the end of March. If it is after March, we recommend checking with your child's teacher. If the teacher hasn’t received prints by March, please contact customer service at 855-773-3321.

If you are paying within 48 hours after original picture date(s), go to our website and enter your School Code found on your order form. Order School Portraits Here Complete the online form and your payment information and your order will be delivered to your teacher with the rest of the class's photos.

Most schools have portraits shipped to the school initially. For those schools we offer free shipping for preorders! All orders placed before and up to 48 hours after the original picture date(s) are bulk shipped to the school. You will not pay shipping charges for orders placed within 48 hours after the original picture date(s). Any order submitted after 48 hours will be charged for shipping and those orders will be mailed direct.

If your school requests that all orders are mailed home directly, then all parents will be required to pay a shipping fee and all orders are shipped to the home.

Yes. If we have a photograph of your child, we will provide a Unique Order Code so you can view your child's picture online. Unique Order Codes are usually available four weeks after Picture Day.

Your child's unique Online Code = Your child’s school issued student ID number with the first letter of the school name in front. (Example for Binghamton High School: B8675309)

Please contact our Customer Service team for assistance as you cannot change on order online. Please note that if you order is already processing or shipped, we are unable to make changes. In this case, please wait until you receive your order to reach out to our team.

Depending on where your order ships, either home or school, will determine how long it will take for your order to arrive.

Orders shipping to school will arrive approximately four weeks after the Picture Day or the date your order was placed, whichever is the latest. Your order will be delivered to the school and distributed by school personnel to your child. Please check with your child. Many times the order is left in a backpack or locker.

Orders shipping to a home address should arrive 14-21 days after placing the order.

If the appropriate delivery timeframe for your order has passed, please contact customer service at 855-773-3321.

Great service is very important to us! During our fall season we receive a high number of calls, we typically return calls within 24 hours. Feel free to email us at: customerservice@upstate-images.com.

To have an order shipped directly to you rather than the school, please wait until the pre-order window has passed (about 48 hours after the original picture day). Then you will be prompted to enter your shipping address and pay the $6 shipping fee.

You can place one order for multiple students after the preorder time window has passed (about 48 hours after the original picture day). After placing the item/s you want in the cart for your first student, select “View Another Gallery”, enter the next student’s Unique Online Code, and add the item/s you want to the cart. Repeat if necessary. As long you are ordering from the same school and program, they should be able to combine and ship together. If not, the website will let you know.

Sibling pictures are only taken during Spring pictures if the school allows. Since these are done as a courtesy, there is no Online Code created until they are photographed. Please reach out to our Customer Service team after they are photographed to receive this code. Generally, they can not be preordered.

If you placed a preorder, you will not be able to track your order as it is being shipped to the school in a bulk order. If your order contains just a download, you will not able to track that because it is not being shipped.