Customer No.
Last Name
 
 

As always, all of our pictures come with a money-back gurantee

Frequently Asked Questions
Below are some commonly asked questions by our customers. Simply click on any of the questions below for an answer. If you have any additional questions not answered below, please contact Customer Service here.

  1. May I place an order after the Order Deadline?
  2. Can packages be split between different proofs, or can
    different size prints be substituted in packages?
  3. When will my order arrive?
  4. What if I am unsatisfied when I receive my order?
  5. What is Protection?
  6. My proof is too light or too dark. Can it be corrected?
  7. I received my order and it was wrong, what should I do?
  8. I did not receive my entire order, where is the rest of it?
  9. I never received a proof, how can I order?
  10. Can you alter or retouch my picture?

 



1. May I place an order after the Order Deadline?
Yes! Please note however, placing your order by the deadline date will guarantee all prices and ensure the fastest delivery. Orders received after the deadline date are subject to a $5.00 late fee but are still available. Images are available to view and order for up to 1 year from the graduation date.

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2. Can package be split between different images?
Yes, you may split your package prints over different images. When ordering prints online, after you order the package of prints, you will be given the opportunity to choose images for different prints and sizes. Please note that wallets must be ordered 8 at a time”.

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3. When will my order arrive?
To ensure fastest delivery, order today before the deadline date. Delivery time is usually 7 – 10 business days from the date submitted.

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4. What if I am unsatisfied when I receive my order?
Your satisfaction is GUARANTEED! Simply return your order within 30 days with a note explaining why you are not satisfied and you will receive a full refund or exchange within 10-14 days of receipt of
your picture return.

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5. What is Protection? What are folders?
Protection is a clear plastic coating which helps protect and enhance the quality of your photos. Preserve your precious photos for a lifetime. Protection adds a glossy finish to your photos and resists grease, fingerprints, accidental tears, ultraviolet rays and moisture.

Our Folders are included with every 5"x7" and 8"x10" print and are made from quality black linen. The inside cover is embossed with a rich gold foil inset. Folders protect your prints and offer a great way to display your photos.

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6. My proof is too light or too dark. Can it be corrected?
The proof has not been color corrected, however the final prints will be lightened, darkened and color balanced as necessary. Prints are balanced to Kodak standards with an emphasis on facial tones.

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7. My order is wrong or short. What should I do to get the order corrected?
Occasionally, Mistakes do happen. Know that we will do everything possible to correct or remedy the problem. If you received the wrong print, wrong pose or there is a problem with the print, please return the incorrect print to the return address on your print envelope along with a brief note of what is wrong and we will correct the problem quickly for you at no charge. Return only the incorrect prints, keep those prints that are correct. If your order is short, please email us at csr@gradfoto.com, provide us with your Name, Phone #, Customer ID# or Order ID# and what we need to do to correct your order. We will respond to you quickly and make your order right.

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8. Can I purchase my images in a High Resolution format? How does that work?
Yes, you have the option of purchasing One or All of Your images Online. At the end of the Package List, you can order your images in High Resolution. Order these images just like a package. Once you complete your order, you will receive an Order Receipt via email about 60 seconds after completing your order. Your images will be downloadable from your Receipt immediately.

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9. I never received a proof, how can I order?
Please contact Customer Service by email at csr@gradfoto.com Please have the graduate's name, school, e-mail address, and a phone number available and we will e-mail and or mail out an order form as soon as possible and your deadline will be extended.

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10. What is Retouching and what is the Difference in Basic or Extensive Retouching?
BASIC Retouching evens out skin tones, minimizes/softens wrinkles and brightens teeth and eyes. Basic Retouching enhances and softens any skin imperfections but does not remove them entirely. EXTENSIVE Retouching can include removal of glasses glare, facial sheen/shine, severe acne, scar removal, Stray Hairs, Braces Removal, etc. Before ordering, Send an email to csr@gradfoto.com , indicate your Name, Customer ID#, Image #(s) and what you want retouched and we will send you a quote.

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If you have additional questions or concerns, please contact Customer Service at csr@gradfoto.com , and we will respond asap.