FREQUENTLY ASKED QUESTIONS

How to Prepare
Bring all of your sports gear with you.
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What is my Online Code?
Your Online Code is your unique access code to view your gallery.
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What if my order is Incomplete or Wrong?
If you did not receive the correct order, please phone or email us within 30 days of receiving your order. We will fix it and make sure it is accurate as ordered.
 
When can I see my photos online?
Your photos will be ready to view within 2-14 days after photo day. You'll receive an email containing a direct link to your gallery.
 
What if I make a mistake on my order after it’s been placed?
If you placed your order before the shipping deadline for Bulk Delivery (orders delivered in bulk to the association), we can make simple changes such as name spelling, photo #, or background choices.

We are unable to add or remove items to your order. If you ordered to ship directly (mailed directly to your address), we cannot change your order, as it gets sent directly to the lab for printing. It is possible to cancel your order, but you would have to contact us within 15 minutes of placing your order, and we would have to receive it (we are often working on location) and place a cancel request to our lab.

If the lab can cancel it before it gets printed, we will provide you with a discount code to reorder. A 10% processing fee will be subtracted if a refund is required.
 
Can I change my background colour?
Most sports are photographed using our Virtual Background program, allowing various background choices. 
 
Can I mix different poses on one sheet?
Sheets in Build Your Own only allow one pose.
 
Can I mix different poses in the same package?
Most packages allow different poses in a package.
 
Can I mix multiple children in the same package?
You cannot mix multiple children (subjects) in one package.
 
Retake Day
We offer Studio Session Days if anyone misses photo day. We recommend only using this option as a last resort, as you may not be included in the Group Photo or Player  Composite. Some associations are photographed over multiple days, and players can drop in at different times during those days. To book a Studio Session time, use the link below:

 Book Studio Session Here
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I'll be away. Can you add me to the group photo? The short answer is No, sorry. If your association opts for physical group photos, we cannot photoshop you in the photo. If your association opts for group composites (made from each player's individual photo), you may be added if your association is photographed over multiple days or if your player can be photographed soon after.
Creating Player Composites is a multi-layered process.
1. Physical Group Photo - No (different lighting, size, pose, direction, etc)
2. Player Composite - yes, if multi-day or soon after (if the timing works).
3. After composites are created, for a $25 fee.

I did not receive my email.
After the photos are ready, we'll send an email to the email(s) that your association provided. If you have more than one child with the same email address in the same association (same logo), the program may only email one child (to prevent sending too many emails). Please email us your other children's info, and we'll send you the login information:  info@islandlifephotographics.ca.
 
When will I receive my photos?
Most associations opt to have the photos delivered in Bulk to the associations. Orders placed before the shipping deadline will be delivered to the association for distribution. Bulk orders usually take 3-4 weeks AFTER the deadline. Families have anywhere from 7 to 14 days (depending on timing and end-of-season time) to order before the deadline. After the deadline, $4.95 shipping will be applied and shipped to your address via Canada Post. Times during the holiday season are longer, so please plan accordingly.
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What if I don’t have a credit card to order online?
If you don't have a credit card, don't worry! Please get in touch with us; we can arrange a different method of payment: info@islandlifephotographics.ca
 
What is your refund policy?
Due to the custom nature of photography, where you can look before you buy, and printed products are personal and cannot be resold, we do not offer a Standard Refund Policy. We will make every reasonable effort to satisfy you with your purchase. If your order is not as you ordered, we will fix it.
 
How can I save on shipping?
1)  If available, take advantage of Association Delivery (Bulk Delivery) - you'll have anywhere from 7-14 days to place your order before the Shipping Deadline after the photos are ready. There is no shipping fee, and orders will be delivered to the association in bulk. Only players in the same association (same logo) can be combined on the same invoice for this shipping method. 
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2)  After the Shipping Deadline (Direct Delivery), multiple players from different associations can be combined in the same invoice to save on shipping. After you've placed your item(s) in your cart, you can choose VIEW ANOTHER GALLERY in the top right corner. You will need your other player's Online Code.
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Bulk Delivery & Direct Delivery cannot be combined. Direct Delivery is an automated system. After an order is placed, it gets sent directly to the lab. Orders in Bulk Delivery are held and then delivered in bulk. 
 
I received one but not the other(s)
If multiple subjects are ordered on the same invoice (ordered at the same time and entered payment once), all the subjects will be included in the same package. It will be labeled and delivered to the first subject ordered on the invoice. Please remove all the contents from the package and spread them out.
 
I placed my order but still receive email reminders
If more than one email was used to log in to the same gallery, the email(s) without an associated order will receive email reminders. Please disregard them or unsubscribe to the gallery. If you receive multiple reminders, you will have to unsubscribe to each different gallery.

Why do Products cost more after the shipping deadline?
Individual orders not in bulk require more labour at the lab for running the equipment and packaging afterwards. They charge extra for direct delivery orders.
 
I didn’t receive my digital photo.
After you place your digital order, you will receive two emails. The first will be your confirmation/receipt, and the second will contain a link to download your zipped digital image. Right-click the folder and choose EXTRACT ALL, then select EXTRACT. It will create a duplicate unzipped folder in your Downloads folder. Be sure to download your image to your device, as the link expires after 4-6 weeks.
 
Contact
Please don't hesitate to contact us with any questions you may have: info@islandlifephotographics.ca  or 778-420-2833