FAQs

Click on the question for the answer.

Preparing for your grad session

What should I wear?
Your graduation is a formal achievement! Although we recommend formal wear, whatever you feel comfortable in is best.

Please keep in mind that the photo session consists of various styles, from head shots to full length, so please dress accordingly. You are welcome to bring a change of clothes if you would like more than one look.

For outfit ideas, check out our How to Prepare Guide and this blog post.
What do I need to bring to my session?
All you need to bring is your $60 deposit (we take cash, debit, credit or cheque), plus any photo props or additional changes of clothing. We'll provide the graduation cap and gown, of course! Also, feel free to bring a couple family members or friends along.

For more ideas on how to prepare, check out this blog post.
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. 
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 in advance.
Does Artona have parking?

Unfortunately, there is no reserved parking near our studio. We know how tricky parking can be in Vancouver, so we have included some tips here.

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.
How long are grad sessions?
You can expect to be at our studio for about 30 - 45 minutes in total.
Can I bring a friend?
Yes! You are welcome to bring a friend to share the experience with you. You can even take a photo together — all individual portrait sessions include a friendship photo with up to three people total.
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.
Is Artona wheelchair accessible?
Yes! Our studio in Vancouver is wheelchair accessible. If you are booked at one of our mobile studios, please get in touch with us at csr@artona.com before your appointment so our mobile manager can make sure the ramp is ready to go.
How long do portrait sessions take?
Individual graduation sessions take approximately 45 minutes to 1 hour. Group appointments are only about 10 minutes.
How do I take transit to Artona?
Our Vancouver studio is located close to West Broadway and Cambie. If you are taking the Canada Line, you can get off at either Broadway City Hall or Olympic Village — we are less than a 10 minute walk from both stations. You can also take the Expo Line to the Broadway and Commercial station, then take the 99-B Line and get off at Cambie.

For further directions, please visit www.google.ca/transit.

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.
Why aren't my photos online yet?
Sorry for the wait! It can take up to 5-7 business days for images to appear online. If they're still not there, or if you're missing some photos, please get in touch with our customer service team.
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

What are your prices like?
Graduation portrait prints start at $42.99 and most orders range between $80-$150. We have a number of different packages and products available that can work for all budgets, including both digital and printed images. Once you're photographed, you'll have access to a private gallery where you can browse the different options and create a custom order.

Not sure what to order? Get in touch with our customer service team — they'll help you out!
How can I place an order?
All orders can be placed online here. If you would like to place your order over the phone, please get in touch with our customer service team.
Do you offer retouching?
Yes. All our prints come with basic retouching — this will take care of the odd blemish. If you're looking for a little more, you can purchase enhanced retouching on each pose. This will take care of overall acne, darkness under the eyes and flyaway hairs. If you'd like to see a sample, please live chat with our online team or send us an email at csr@artona.com
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
My coupon code is not working.
The coupon code for the $60 deposit is valid for 90 days after it is paid. Once this date has passed, the deposit is considered expired. We may be able to reactivate it for you, although an order minimum will apply. Please get in touch with our customer service team for more info.

If it has been less than 90 days and the coupon code is still not working, please be sure you are entering it exactly as it appears in the email and booklet we sent out — it's case sensitive!
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. 
Why do I have to pay a processing fee?
All of our orders are created locally in Vancouver, BC. This includes everything from taking the photos, to printing and packaging them. Since each quality print is created individually by our small production team, all of our orders incur an individual processing fee.
What happens if my credit card is declined or my cheque is returned?
There is a $45 administration fee for a returned cheque or declined credit card.
I don't have a credit card. How can I place an order?
No problem — you still have options. You can use a Visa debit or Mastercard debit on our website, or you can pay by cash, debit or cheque by visiting our Vancouver studio in person. Click here for our address and hours. Please note that digital downloads can not be purchased by cheque.
I want to order the Session Portfolio. Where is it?
All our Session Portfolios can be found on the Specialty Products page. Please log in here and continue to after the frames section.
What is the difference between social media downloads and high-resolution digital downloads?
Social media downloads are perfect for sharing online — Facebook, Instagram, Twitter, email etc. However, these images are not suitable for printing, with a resolution of 250 x 350 px at 300 DPI.

High-resolution digital downloads are perfect for printing (and sharing online too, of course!) Their resolution is 2400x5000 px at 300 DPI and can be printed up to 16"x20". By purchasing high-resolution digital images, you receive a full copyright release — that means you can get them printed anywhere you like.


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.
Do you offer a payment plan?
Yes. You can set up your payment plan when you check out. Payments will be divided evenly and charged to the provided credit card on the scheduled payment dates. Please note that there will be a $45 administration fee for any declined credit card payments. 

If you'd like to set up a payment plan by cheque, please get in touch with our customer service team.

Payment plan orders will be will be processed 10 days after your last payment has gone through. If you'd like to pay your balance sooner, please get in touch with our customer service team.
I missed the deadline. Can I still place an order?
Yes. For graduation photos, you have 90 days from the day you are photographed to use the $60 deposit toward an order. We'll keep graduation photos on file for 4 years, in case you want to order more later.

School day and convocation photos are kept on file for 1 year.
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 4-6 weeks. 

High-resolution digital images take approximately 3-4 weeks. 
Do you deliver grad orders to the school?
No. All graduation photo orders are mailed to your home address.
Why does it take so long to receive my order?
All of our orders are produced locally in Vancouver, BC. Everything we do from taking the photos to printing and packaging them is done by our small production team here at our studio. We put a lot of care into each photo we create, so it takes a bit of time.
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.

I never received my digital downloads. Where are they?
It usually takes about 3-4 weeks for us to process digital download orders. Once they are ready, you'll receive an email with a link to access them. If it's been longer than 3 weeks, please get in touch with our customer service team.
What is your return policy?
We definitely want you to be happy with your photos, so if you change your mind, no problem. Simply return your prints and we will have them reprinted in the size you need or with a different pose. Unfortunately, this only applies to prints — all digital downloads are non-refundable, non-transferrable and non-returnable.

School day photos

Do you deliver to the school?
It depends! You can search your school here to see your school's specific ordering timeline and all the details.
When will I receive my school day order?
It depends on what school you go to! Click here to search for your school and find its specific ordering timeline. It normally takes us about 2-4 weeks to create both digital and printed school day orders. 
What is your return policy?
We definitely want you to be happy with your photos, so if you change your mind, no problem! Simply return your prints and we will have them reprinted in the size you need or with a different pose. Unfortunately, this only applies to prints — all digital downloads are non-refundable, non-transferrable and non-returnable.
Why aren't there different background options?
We think school day photos should be about the students, not a fancy background. Our classic blue composite background is timeless, consistent and keeps the focus on the student, which is really what it's all about. 
How can I order last year's photo?
We keep school day photos on file for about a year. Unfortunately, you won't be able to order last year's photo online but we can do it over the phone. To order last year's photo, please give us a call at 604-872-7272 and be sure to have the student number ready.
I never received my school day order. Where is it?
Please check your school's ordering timeline to see if it was sent to the school or mailed to home. You can find the ordering timeline by searching the school's name here

If your order should have been sent to the school, please check with the teacher and/or office. If it is still not there, please get in touch with our customer service team. 
I missed photo day. How can I get my student ID card?
There are two opportunities to have your photo taken by us at the school and one "last chance" retake day at our studio in Vancouver. Unfortunately, the dates for the 2018-19 school year have already passed.

At this point in the school year, all you can do is get an original Translink form (not a photocopy) from your school office and bring it to our studio in person. You'll also need to bring a valid piece of Government ID that includes your date of birth and pay the fee —it's $28 including tax. We'll then take your photo and have an ID printed right away. 
How do I get a new student ID/Go card?
We create all student cards locally at our studio in Vancouver, then send them directly to the school. If you haven't received yours or if you lost it, please go to your school office to request a new one. We'll have it ready for you to pick up from the school office within about two weeks. Alternately, you can order a new one from us directly by logging in here,


How can I cancel my school day order?
To cancel your school day order, please get in touch with our customer service team as soon as possible. Note that there is a $15 fee for cancelling a school day order. However, all digital images sales are final - digital images are non-refundable, non-returnable and non-transferrable. 
How can I change my school day order?
If you need to change your school day order, please get in touch with our customer service team as soon as possible. Note that there is a $15 fee for any changes made to a school day order once it is placed. However, all digital images are final sale and can not be changed. 

University convocation

Will you be at my convocation taking photos?
If your school is listed here, then yes! Click on your school's name for more information.

British Columbia Institute of Technology (BCIT)
Capilano University
Kwantlen Polytechnic University (KPU)
Simon Fraser University (SFU)
Trinity Western University (TWU)
University of Calgary
University of the Fraser Valley (UFV)
University of Northern British Columbia (UNBC)
University of Manitoba
University of Victoria (UVic)
Vancouver Community College

Don't see your school listed here but want photos with us? Get in touch with our customer service team — we'd be happy to have you at our Vancouver studio. 
Will you be doing any other sessions at my school outside of convocation time?
Click here 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. 

Digital portrait sessions

How can I book a digital portrait session?
Get in touch with our customer service team here.

Miscellaneous

Do you sell Zaino Products?

Yes, Artona sells Zaino products! Please contact Michael at 604-723-6944 or mrak@artonagroup.com 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

Booking for grad 2020

How much do portrait sessions cost?
A $60 deposit is required for all individual graduation portrait sessions. This can be applied toward an order later on, like a credit. If you decide not to place an order, the deposit is fully refundable after returning the previews within 30 days.

If you are graduating from university, an additional $15-$20 sitting fee will be collected at your session as well. This is collected on behalf of your school or faculty and is non-refundable.
Why do you charge a deposit?
Taking your grad photos with us is a custom experience. You receive a personalized and professional photography session in our studio and gain access to a private online gallery to view your images. Our photography and digital team put a lot of work into making this happen, which is why we require a deposit.

Unlike most stores, only you are the customer of your photos 
— we can't sell them to anyone else if you return them, or if you decide not to order. The good news is that you have 90 days to use the deposit toward an order, like a credit. If you decide not to order and return your previews, we'll refund it within 30 days. Through this unique model, we keep the professional photography experience accessible for all students and their families. 
When do I pay the deposit?
When you come for your session. You can pay by cash, debit, credit or cheque. We're currently still working on getting the prepay option set up on our website.
How do I book an appointment?
Click "Book Now" at the top of the screen and follow the steps. If you need more help, you can read the full instructions on our blog here.

We know that life can be busy, so if you don't see a date or time that works for you, just let us know. Our customer service team will help you find an appointment that fits your schedule.
How do I cancel or change my appointment?
If you would like to view or reschedule your appointment, please click here.  Be sure to have your confirmation number ready — you can find it in the original confirmation email we sent out.

Please note that if you're changing or cancelling your appointment within 24 hours, you'll need to get in touch with our customer service team.
I'm graduating this year. When do I need to make an appointment?
Congrats! You can find your school's dates by searching your school's name here. Appointments become available about two months beforehand and are on a first come, first served basis.

If you don't see a date that works for you, please let us know.

I never received a confirmation email for my appointment. Can you resend it to me?
Yes but first, try checking your junk/spam — our emails sometimes end up there. If you definitely did not receive it, send us an email at csr@artona.com with your first and last name, student number and school. We'll reply with the appointment details and confirmation number.
There are no available times left for my school. What do I do?
Get in touch with our customer service team. There is a chance more appointments will open up but if not, we will help you find an appointment that works for you. Don't worry — we'll make sure you get photographed!
What is a group portrait session?
Have a lot of friends? Want some extra photos with just your boyfriend? A group appointment is a great option for a mini session with multiple people. The cost is $20 per person for one high-resolution digital image or $25 per person for four high-resolution digital images. You'll receive the images in about a week (or less) via email, so you can share them with each other, online or get them printed.

To book a group appointment, click "Book Now" at the top of the screen and follow the steps. There is no limit to how many group appointments you can book — just make sure you book it under a different name the second (or third) time around. Also, if you have more than 15 people, be sure to let us know ahead of time so we can book you an extra long appointment.

Please note that group appointments and images are non-refundable and non-transferrable.
Can I book my individual session and group session on the same day?
Unfortunately, no. Group sessions are held a week before or after your individual grad session, so they do not overlap. It can get pretty busy at our studio! 
How do I book a retake appointment?
We definitely want you to be happy with your photos, so we can always book you in for retakes. However, retake fees will apply. You won't be able to apply these fees toward your order like the deposit and you won't be able to use the deposit to pay for the retake fees. The cost is $30 per background or $120 to retake the full session.

After your retake session, the new images will be added to your online gallery, so you'll be able to see both the original and retake images together. Don't worry, you can still use the $60 deposit toward the order!

To book a retake appointment, please get in touch with our customer service team.

Id cards

When will I receive the ID cards I ordered?

ID cards are printed and shipped every Friday. You should receive the card(s) the following mid week via Canada Post. Please submit your requests before 9am on Friday morning.


I got an error message when I click submit, what do I do?

Some common solutions are to close the window and retry, try in another web browser, or contact Mark Stewart at marks@artona.com or (604) 872-7272 ext. 329.


Can I change/edit my request after submitting my ID card request?

Yes you can. In the confirmation email you receive click on the link “Edit your request”. All changes must be made before 9am on Friday morning.


I have special instructions or notes for an ID card request. How can I pass it on to you?

When filling out ID card request under the reason field select “Other” and type in your comment or notes. You can also email marks@artona.com.


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Need Help?

Please feel free to contact us if you have any questions.