FAQs

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Faqs during covid-19

Do I need to fill out a self-assessment before coming to your studio?
Yes. In light of the new health orders to prevent the spread of Covid-19, we are now asking all staff, students and accompanying parents or guardians to complete a self-assessment before they come to our studio. 

Before your session, please complete the form here: https://www.blog.artona.com/covid-19. You can use either a computer or mobile device. 
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/safety-at-our-studios
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/safety-at-our-studios
What safety measures are you going to take at photo day?
The safety of our students and staff is our highest priority. To read about the measures we will be taking on photo day, please visit our blog here: https://www.blog.artona.com/post/safety-at-photo-day
Are you still taking school photos this year?
Yes! The impact of Covid-19 has reminded us of something we've known all along — school photos matter. To see when we are taking photos at your school, search your school's name here. If you don't see this year's date, please let us know

Booking for grad 2021

How do high school graduation portrait sessions work?
Getting your grad photos with Artona has a lot of perks. Not only do you get a personalized and professional 30 minute portrait session, you also get to be included in the yearbook and wall composite at your school. 

For high school graduation portrait sessions, we don't charge a sitting fee — all you pay is a $60 deposit. This can be applied toward your order later on like a credit, or refunded if you choose not to order. You can pay the deposit when you arrive for your session by cash, debit or credit.

During your portrait session, you get to take photos in four different rooms with lots of background options and up to 16 different looks. You can also take a family photo (parents or guardians only) and bring a small prop to be photographed with.

We reserve sessions for each school at our studios throughout the school year. To see your school's dates and book an appointment, click here
How can I book an appointment?
We reserve dates for each school to make sure all students are photographed in time for the yearbook. To search your school's dates and book an appointment, search for your school here: https://artona.com/schools/book
How can I reschedule my appointment?
Appointments are limited due to our reduced capacity with Covid-19. If you need to reschedule, we kindly ask you do it more than 24 hours in advance so another student can take your spot. To reschedule your appointment, click here
Are you offering group sessions?
We are working on finding a way to offer group sessions that are safe. To get on our mailing list, please fill out this form. We'll be in touch once group sessions are available to book! 
Do you offer sensory friendly grad portrait sessions?
Yes. This will be our third year of Silent Night — our sensory friendly graduation portrait sessions. Please visit our blog for all the details: https://www.blog.artona.com/post/silentnight
I don't see any dates or times available for my school. How can I book?
We might not have the sessions available to book yet. Please fill out this form and we will be in touch when they are open!

Receiving graduation photos

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 csr@artona.com 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. 


Satisfaction guarantee, order cancellation/change & return policy

What is your return policy?

Return Policy:

1.       Digital Download Products are final sale, as they contain full copyright release.  No refunds, exchanges or store credit will be given.

2.       All images can be viewed prior to purchase, are copyright protected and of a personal nature, therefore all photographs purchased are not eligible for refund, exchange or store credit.

3.       Custom Souvenir Frames cannot be returned for refund, exchange or store credit.

4.       Frames which are included with Artona Art Pieces purchased, cannot be returned for refund, exchange or store credit

5.       Frames purchased as “add-ons” (without images included) may be returned, within 30 days of order shipment, in original packaging, for exchange only.  

What is your order change or cancellation policy?

Order Cancellation/Change:

Please understand, once your order is placed and confirmation received, it begins many automated and custom stages.  To cancel or change it, requires manual intervention, therefore a fee will be charged.  To avoid this fee – simply contact us prior to placing your order, with any questions you may have.


What is your satisfaction guarantee?

Satisfaction Guarantee:

Thank you for allowing us to photograph you.   Your satisfaction with the “Artona Experience” is our #1 priority. We guarantee to work with you to capture images and produce products you will cherish for years to come.  We are happy to discuss your expectations and work with you to meet them.

School day photos

When can I expect my school day order?
Please allow up to 2-4 weeks to receive your order. If by chance you do not receive it within this time frame, please contact our customer service team.
What safety measures are you going to take at photo day?
The safety of our students and staff is our highest priority. To read about the measures we will be taking on photo day, please visit our blog here: https://www.blog.artona.com/post/safety-at-photo-day
I am not attending school in person but I still want my school photo. What can I do?
Please fill out this form. We will be in touch to let you know what we can do! 
How can I order school photos?
Please log in here using your student number and birth date. (For example, if your student number is 12345 and your birth date is April 4th, your online code would be 1234504. If you were born on June 26th, your online code would be 1234526).
What is my online code or keyword?
To access your school day photo, please enter your student number and birth date here. (For example, if you were born on April 4th and your student number is 12345, your online code would be 1234504. If you were born on June 26th, your online code would be 1234526) 

If you have any trouble accessing your account, please let us know.
When is photo day at my school?
We are still confirming picture days with all our schools. To see when we are coming to you, search your school's name here, then select School Day. If you don't see this year's dates, let us know.
When will my school photo be online?
Your school photos will be available to view and order here within 48 hours of the time they were taken.

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

Preparing for your graduation portrait session

What do I need to bring to my grad session?
There are a few things to do to prepare. To read about what to bring to your grad session, check out our blog here.
Can I bring a prop?
Yes! As long as it can fit in a 55 cm x 39 cm container, you can bring it. We will be sanitizing all prop containers after each use and will have extra sanitizing supplies available. We can’t wait to photograph you and your treasures!

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Need Help?

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