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Faqs during covid-19
Are you open?
Good news! Our studio will be opening for photography on June 1, 2020. To make an appointment, please click here.
At this time, only individual portrait sessions will be offered and no walk-ins will be accepted.
If you are looking to book a retake or digital portrait session, please live chat
If you are looking to pick up an order, or need in-person assistance, please contact us before coming to our studio.
Although we haven't been photographing, we have been working hard behind the scenes to fulfill orders, answer questions and help our schools prepare for convocation. To read more about what we have been up to, as well as what we are doing to keep our studio safe for guests and staff, please visit our blog here: https://www.blog.artona.com/post/reopening
What measures are you taking to ensure that it is safe to come to your studio?
The safety of our guests and staff is our highest priority. To read about the safety measures we are taking, as well as what to expect at upcoming sessions, please visit our blog here: https://www.blog.artona.com/post/reopening
Do I need to do anything different to prepare for my grad session?
Yes. We have strict requirements for coming to our studio. If you are experiencing cold or flu-like symptoms, have been in contact with a confirmed or probable case of COVID-19 or traveled outside of BC within the last 14 days, you will need to reschedule your appointment.
To read more about what to expect at upcoming sessions, please visit our blog here: https://www.blog.artona.com/post/reopening
Can I still place an order?
Yes! You can definitely still order during COVID-19. You can order graduation photos here
and school day photos here
Even though our studio has been closed, our production team has still been working hard behind the scenes (at a safe distance) to complete orders as quickly as possible. Our normal processing time is 4-6 weeks but please allow up to 8 weeks during this time.
If you have any trouble logging in, or any questions about ordering, please contact us by live chat here
or by email at email@example.com
How can I order a yard sign?
To order a yard sign, please log in to your account, then use the blue navigation button on the bottom right hand corner to make your way to the Specialty Products page, which is right after the frames. Once you're there, scroll to the bottom and you'll see the yard sign options.
The yard signs are 13.625” x 23.875” with a 12x18 image and there are three styles to choose from. The sign also includes an H frame for you to put on your front lawn, or anywhere you want to display it. If you live in an apartment, you can hang your sign in the window! Prices start at $20 plus tax and processing. The current estimated shipping time for yard signs is between 2-4 weeks.
Congratulations on your upcoming graduation!
There was a problem with my order. How can I get it fixed?
If you received the wrong order, or if your order was damaged, please send an email to firstname.lastname@example.org with the following details:
- Customer ID
- Description of what happened
- Your address and phone number
- Photo of proof of damage (if applicable)
Once we receive this, we will be in touch with the next steps on making things right.
Will the deadline to order be extended?
We understand that this is a stressful and difficult time for many students and their families, so all ordering deadlines can be extended. The $60 deposit is valid to use toward an order for 90 days. If this has passed and the coupon code no longer works, please send us an email at email@example.com with your Customer ID before completing your order.
Preparing for your grad session
Can I bring my pet?
Yes! We love having friendly pets in our studio. If you have an exotic pet, we kindly ask you to contact us
Will Artona provide makeup?
Unfortunately, we do not provide hair or makeup services at this time. You are more than welcome to bring your own makeup and apply touch-ups at our vanity station.
What kind of prop can I bring?
We've had students bring in everything from musical instruments to sports equipment to superhero costumes. As long as it can fit in our studio (and is not offensive or inappropriate!) you are more than welcome to bring it in. Check out this
blog post for prop ideas.
What time should I arrive for my session?
Please arrive 15 minutes before your scheduled appointment to sign in and pay your deposit. If you arrive late for your session, your appointment may need to be rescheduled.
How long do portrait sessions take?
Individual graduation sessions take approximately 45 minutes to 1 hour. Group appointments are only about 10 minutes.
Viewing grad photos
When do I get to see my photos online?
Once you're photographed, the photos will be uploaded to your online gallery within 5-7 business days. Once the photos are ready to view, you'll receive an email from us with a link to access your account. You'll also receive a preview booklet in the mail within about two weeks.
Where can I find my Customer ID and password?
Check your email. You can find the login details in the email we sent out after you paid the deposit. Be sure to also check your junk/spam folder — our emails sometimes end up there. You can also find the login details in the proof booklet we mailed out.Still can't find it? Please get in touch with our customer service team.
I reset my password but I forgot what it is.
It's okay, you're human. Try logging in again with the original password we sent you. You can find this in the email we sent out after you paid the deposit and in the proof booklet we mailed to your home address.
My Customer ID and/or password is not working.
Your Customer ID and password are case sensitive, so make sure you are entering them exactly as they appear in the email and booklet we sent out. You can even try copying and pasting them — that should do the trick.
If you're still having trouble, try resetting your password here
by providing the email you originally registered with.
If it's still not working, your account may need to be reset. Please get in touch
with our customer service team for help.
How long do you keep the photos on file?
We keep graduation photos for up to four years. If you can't log in using your Customer ID, get in touch
so we can reset the account.
Looking for older images? We might have them archived. Ask us for more information about our archive retrieval process and fees.
Do I have to return the preview booklet?
Only if you want a refund for the deposit. If you are planning on ordering, the preview booklet is yours to keep!
If you'd like a refund for the deposit, you must return the booklet to our studio within 30 days. You can do this by mailing it in, or by visiting us in person. Click here
for our address and studio hours.
How can I choose my yearbook photo?
Once you log in here
, you will be prompted to select your yearbook photo. If you're not sure which one you selected, get in touch
with our customer service team to confirm the pose number.
How can I change my yearbook photo selection?
You won't be able to do this online, unfortunately. Get in touch
with our customer service team and let us know your Customer ID and which pose number you would like. As long as the yearbook date has not passed for your school, we can update it for you.
I missed the yearbook deadline. What can I do?
We know how important it is to be included in the yearbook, so please get in touch
with us immediately. We will do our best to get you photographed as quickly as possible but we can not guarantee that your image will make it in the yearbook.
Ordering grad photos
How can I place an order?
All orders can be placed online here
. We accept Visa, Mastercard, American Express, Visa Debit and Mastercard Debit. If you do not have a card for online payments, you can purchase a pre-paid Visa card and use it instead. Alternately, you can pay by cash or debit by visiting us at our studio in Vancouver.
If you would like to place your order over the phone, please get in touch
with our customer service team.
I can't see everything on the screen. Where is the Continue button?
You might need to zoom out. Press control or command and then the minus sign (-) at the top right corner of your keyboard. If this does not work, try the two steps below:
1. Try scrolling up and down. There are also horizontal scroll bars at the bottom of the screen and another set located just above the film reel with your photos.
2. If this does not work, the next step is to increase the current screen resolution in your display settings. Right-click on the computer Desktop and select “Properties”, then click on "Settings". Finally, use the line bar located under “Screen Resolution” to increase the current resolution. Try to use a setting of at least 1024x768 pixels.
How do I get a refund for my deposit?
Don't want to order photos? No problem. Simply return your proof booklet to our studio within 30 days* to receive a refund for your deposit. You can do this by mailing it in, or visiting our studio in person.
If you paid the deposit by credit, the refund will be processed directly back on your card. If you paid the deposit by cash or debit, it will be refunded by cheque and mailed to your home address. It usually takes our accounting team about 2 weeks to process refunds.
*30 days from the date it is received in the mail
I placed an order online but I forgot to deduct the deposit.
Please get in touch
with our customer service team to issue a refund request.
What happens if my credit card is declined?
There is a $45 administration fee for any declined credit card payments for payment plans.
How do I order digital images?
We sell high-resolution digital images in bundles of 5, 10 and 16 — either with or without retouching. You can find the different options on the Specialty Products page once you log in here.
How can I change or cancel my order for grad photos?
Since all of our graduation orders go through several custom processing stages, all changes or cancellations are subject to a $50 fee. To cancel or make changes to an order, please get in touch
with our customer service team as soon as possible.
How do I order photos from my group appointment?
Each group appointment includes 4 high-resolution digital images. The group leader will receive a link to download the images, then share them with the rest of the group. Each group member will receive the same 4 images. Please note that group images are non-refundable and non-transferrable.
If you would like to purchase more images from the session, you can do this by logging in to your group account here
. Once you log in, click continue until you see the different options available.
Can I change one of the sheet sizes in my package?
Yes. We're pretty flexible with our packages, so feel free to swap the sheet sizes to create a package that works for you.
Receiving grad photos
How long do grad orders take to ship?
Graduation print orders take approximately 3-6 weeks.
High-resolution digital images take approximately 2-4 weeks.
My mailbox is probably too small for my order. How will it be delivered?
We would never want your photos to be misplaced or damaged from the weather. If you aren't home and there is no safe area to leave your package, Purolator will leave a note attached to your mailbox with instructions on how to pick it up from their nearest depot.
Can I pick up my order?
Unfortunately, no. All of our graduation photo orders are shipped directly to home.
Will you be at my convocation taking photos?
Will you be doing any other sessions at my school outside of convocation time?
to see when we'll be doing full portrait sessions at your school and to book an appointment.
How can I order the photos of me crossing the stage?
We'll send some login information to your student email address about a week after the convocation ceremony. We'll also mail some previews to your home address.
If you don’t receive anything within 2 weeks, please get in touch
with our customer service team.
How much does it cost?
There's no fee for getting your photo taken during the ceremony. The photos will be uploaded to a private online gallery within a week, so you can place an order with us there.
Interested in doing a portrait session? The cost is a $60 deposit (that you can use toward an order later) and a $15 sitting fee that goes toward student services. We have full portrait sessions available that you can book here
. We also may be doing our mini sessions called 4-pose during convocation. Both session types cost the same.
What's the difference between an individual portrait session and the mini 4-pose sessions on convocation day?
Our 4-pose sessions are the mini sessions we offer on location at convocation. These sessions are on a walk-in basis and usually take only about 10-15 minutes. You'll take 4 unique poses in your cap and gown with both our library and composite backgrounds. You can also take a friendship or family photo, too. It's a really convenient option for most students, since they are already wearing the regalia and family members and friends are there for the ceremony!
Our individual portrait sessions are a little longer. These sessions include both casual and formal graduation photos, as well as a family and friendship photo. These sessions are perfect if you are looking for more photos and want a little more time with our photographers.
Both session types are the same price — a $60 deposit and $15 sitting fee. Click here to see what sessions we are doing at your school.
I paid $75 at my photo session but I can only deduct $60 from my order. How can I get my money back?
The $15 sitting fee you paid goes toward student services and is non-refundable.
Am I able to combine my individual sitting with my convocation photos?
Unfortunately, we aren't able to mix and match the photos or products. However, if you are ordering photos from each account, we can ship them together and save you a shipping fee. To do this, please place your order over the phone by calling us at 604-872-7272.
Can I have photos with my family and does it cost extra?
Yes, a family photo is included in your individual session. These family photos are for three people in total, including the graduate.
Family portrait sessions
How many photos will be taken?
You will take 24 poses - 6 poses per room. Sessions will be 30 minutes long.
Are we allowed to changed in between photos?
You are allowed to change into 1 outfit per room during the session.
Does everyone have to be in the photo or can we do different sets of people?
You can do different sets within the family (ex. Siblings only, Parents only, Mom and Grandma, etc. as as long as we maintain the pose count)
How do I book a Family Portrait Session?
To book a Family Portrait Session, please contact us for assistance.
Family Portrait Session bookings are generally available between the months of March and August.
Can my pet come?
Pets are considered family and can do photos on their own too!
Can I bring any props?
Feel free to bring personal items to be used as props. As long as it can fit in our studio, you are more than welcome to bring it in!
If children will be attending, bring their favourite item or toy, which can do wonders in front of and behind the camera.
What else should I bring?
If children will be attending, please bring snacks and personal items (such as wet wipes, diapers and favourite blanket for infants and newborns). Having a toy to keep them occupied while they are not being photographed is a good idea.
What should we wear?
Make sure that your outfit choices are comfortable and attractive. Choose coordinating colours within a colour scheme and use hues that complement each other rather than wear all matching colours. Layers, texture and accessories add dimension and personality. Limit loud patterns and avoid logos or text on clothing.
Think about your home decor; do you like bright colours or neutral tones? If you plan to hang your photos in your home, make sure the colours of your clothes go with the colour scheme of your home.
Do you sell Zaino Products?
Yes, Artona sells Zaino products! Please contact Michael at 604-723-6944 or firstname.lastname@example.org or simply come to our studio at 353 West 7 Avenue in Vancouver. All products are at the front counter for purchase and pickup, with the same prices reflected here.
What is an Artona influencer? How do I apply to the program?
- Currently a grade 11 student
- Have a history of involvement with student council or yearbook
- Interested in gaining work experience or IDS experience with Artona leading to future employment opportunities (customer service, photography, marketing, digital production, framing, marketing, graphic design, and more!)
- Available to volunteer at school photo day
- Comfortable to give permission to Artona to show your photos online and in schools - Available to attend some graduation photo sessions to observe and interact with students
- Interested in being an advocate for you and your fellow classmates
- Interested in receiving product sponsorship and being the face of Artona at your school
If this sounds like you or someone you know, please share!
Apply now for the class of 2021: https://forms.gle/X4YEeF8bntX77MfL6
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