"Honest Value Never Fails" - J. E. Strawbridge

STRAWBRIDGE STUDIOS INC

Pay or Order Online

FAQs

Customer Service (25)

I would like to place an order online. Is that possible?

Underclass:
Yes, you can place your order online. Please follow the below instructions to do so:
At the top of this page, click the Pay or Order Online button and then enter the code from your order form. If you do not have your school’s code, scroll down to the map and choose your state, then use the search bar below the map to find your school by name or zip code. On the following page, choose the program you wish to order under. Finally, enter your email address to log in and view package options.

Seniors:
Yes, you can place your order online. Please follow the below instructions to do so:
At the top of this page, click the Pay or Order Online button. Enter the gallery code listed on your proof sheets. (This code will be individual to each student and is 10 digits long, located on each page of your student’s senior proofs.)

Sports:
Unfortunately we do not currently offer Sports ordering online.

Where can I find my code?

Your code will be listed at the bottom of your order form below the student information. For our “Payment Only” programs, your code will be listed on the price sheet included with your package.

My student did not bring home an order form and your site is asking for a code. How do I get that?

Please email or call our Customer Service Department and one of the representatives will look it up for you. If you have multiple children at the same school and have a form for one of them, the code will be the same.

How long do you retain my child’s portrait?

Underclass, Sports: Generally, these portraits are kept on file for about 12-18 months, but this time can vary depending on available space. Your best option is to order your portraits within one year of being taken to avoid your child’s image being removed from our files.

*If your school has elected to take part in our Journey program, it is likely that we have images on file from previous years; however, they are not made available to purchase until that Journey Program becomes active, which is usually between January and April of the current school year. Please contact Customer Service if you have received a Journey item and would like more information about images from previous years. Schools not taking part in the Journey Program will not have backup files of previous years.

Seniors: Senior images are kept on file for two years after they are taken and can be ordered at any time during that period.

I would like to order additional portraits online. Is that possible?

Underclass/Senior: Yes, click the Pay or Order Online button at the top of this page and enter your school code, and select either Reorder or Underclass Reorder for the Program. If you are reordering senior photos, please be sure to select Senior Reorder for the program.

Sports Reorders: *This only applies to customers who placed an original order for sports portraits at the original sports picture date and have already received their prints.* If you fit the criteria above, you may reorder more of the prints you received by using the code on the reorder sheet that came with your package.

I wanted to purchase a portrait package but didn’t get my payment in on time. Can I still get a package of pictures?

Underclass: Yes we do accept late orders, but there will be an additional charge of $7 to cover processing and shipping charges. Please follow the same instructions listed under question 1, “I would like to place an order online. Is that possible?” to make your purchase. Your package will be shipped directly to the specified shipping address, not to the school.

Sports: Most of our sports programs are prepay only, meaning usually only students with money on picture day are photographed individually. If you know that your student was photographed, you are more than welcome to place an order. If not, team photos are still available for purchase by mail and by phone.

I sent my order with my student the day after picture day, but it didn’t come in with the others. Where is it and when will I get it?

Orders that are turned in after picture day, if not included with the original shipment, are considered late and will be processed and either returned to the school or mailed to your home address as soon as possible after the first set of orders are complete.

I just placed my order online, but it charged a shipping fee. Why?

If an online order is adding a shipping charge, the bulk school order has already been produced. Anything placed after that time will be processed separately and mailed to the shipping address you provide during checkout.

What is my payment code and where do I find it?

Your payment code is the same as your Order or Invoice number and can be found on either of the receipts that are emailed to you after the order is placed. This number is 7 digits long.

My credit card was declined online, but my account is showing a pending transaction. What does this mean?

The most common reason a credit card is declined online is due to an address or zip code mismatch. This means the address that you entered for the billing information does not match what the credit card company or bank has on file. The pending transaction means that your account was located, but because of the mismatched information the transaction could not be completed. The pending transaction will automatically remove itself from your account and the funds will be released. Depending on your bank or card company, this process can take 3-5 business days. This process cannot be expedited by Strawbridge Studios in any way. Please contact your bank or card company with any questions.

What if I want a refund?

We’re sorry you are unhappy with your portraits. To receive a refund, simply return your entire package within 30 days of receipt to Strawbridge Studios at the address below.

Strawbridge Studios, Inc.
Attn: Refund Department
PO Box 3005
Durham, NC 27715

I purchased a portrait package, but my check was returned for insufficient funds. What should I do?

Please call 866-624-6229 or 800-326-9080 and ask for the Returned Checks Department.

Can I pay for multiple students with one transaction/check?

Online Ordering: Unfortunately our site is not currently set up to take more than one order per transaction. You will need to place a separate order for each student.

Ordering by cash/check/money order: Each order form must enclose only the payment for the package listed on the outside of the envelope for that specific student. When payments are combined, the order for the additional student is marked “No Money” because the envelope is empty and the order is not processed.

What if I think my package is wrong or incomplete?

Please complete a Contact Form and we will get that corrected for you. If you would prefer, please call our Customer Service Department at 866-624-6229. Proof of purchase may be required.

Can I see my child’s photo online before I purchase?

Unfortunately we do not post our images online for viewing due to copyright and safety reasons. If you purchase prints and are unhappy with them for any reason you are welcome to have them retaken if a retake day is available (Fall Only), or you may send them back to us for a full refund. We do not ask you to keep anything that you are not happy with.

Do you offer any discounts? (Military, Multiple Student, Senior Citizen)

Unfortunately we do not currently offer any discounts for military, multiple students, or senior citizens.

I’ve received a complete package to view from both of my students. Can I combine sheets to make one discounted order?

Unfortunately our Speculative program is a per-student program and also a school fundraiser. If we were to allow combination discounts it would take money from your schools fundraising efforts.

I ordered a class group photo, but didn’t get it. What can I do?

Please start by checking with your child’s teacher and the front office at your school. We send enough for the orders placed, as well as extras for late orders and orders not received. If they are out of the extras, please use our Contact Form and we will get one out to you. Proof of payment may be required.

I don’t want an entire package, only one 8×10 or a digital image. How do I go about placing that order?

If your school does not offer these items a la carte, they will have to be ordered directly through us after the first set of orders have been filled and sent to the school. This is usually approximately 3-4 weeks after picture day; see question #4 for instructions.

Can I exchange sheets in my package for other sizes?

Unfortunately the package items are set in the computer and cannot be altered when printing. If you’d like to order specific sheets, please refer to question #4 on how to do so. If your package is preprinted, we also cannot exchange those sheets. A reorder will need to be placed for the additional items needed.

I received my child’s individual picture, but the class group photo was not in the envelope. Where is it?

Class photos and individual photos are processed and produced separately. Even when they are taken on the same day they are not normally returned at the same time due to the proofing process. The type of program chosen by your school will determine which type of picture will be completed and delivered first.

Can I add/remove items to an order already placed?

Please call our Customer Service department to see if any changes can be made to your order. There are many factors that go into determining if your order can be modified or not, and a representative should be able to look it up for you.

I paid for my child’s package online for the original picture day, but they were absent. What should I do?

If your school has a retake date available your student is encouraged to have their photo taken then. Please inform the teacher that you have already paid, as they will need to pass this information on to the photographer to be sure that your order is processed. If a retake is not available or has already passed, please contact Customer Service for a full refund of your order. Proof of purchase may be required.

I want to make copies of my child’s photo. How can I do that?

Our images are copyrighted, the only way to obtain ownership of the digital image and copyright would be to purchase an image CD. This can be done online or over the phone.

I ordered a package with an upgrade, but I’m not happy with it. What are my options?

We will happily reprint any upgraded package with a different upgrade of equal or lesser value or remove all upgrades from the image and reprint the package ordered at no additional charge. Simply mail your complete package back to us at the address listed below and include a note as to what you’d like us to do. Please be sure to include your name, address, and daytime phone number in case any issues should arise.

Strawbridge Studios, Inc.
Attn: Customer Service
PO Box 3005
Durham, NC 27715

Yearbooks (24)

I would like some information on starting a yearbook with Strawbridge Studios…how do I start?

Please email ybsales@strawbridge.net, include your school name, contact information and times you are available to meet with the representative in your area.

Who do I talk to about pricing?

Our representatives would be more than happy to discuss price with you.  Please email ybsales@strawbridge.net and the local area representative will get you a quote within 24 hours.

Who do I talk to if I want to change my copy count/page count?

You should discuss copy and page changes with your Account Representative.  The price of each book will change when you adjust pages and copies.  If you are unsure of who your representative is, please contact our main office at ybsupport@strawbridge.net or by calling 1-800-889-6092.

What are my deadlines?

March 1st is the deadline for all submissions.

How do I keep track of my orders? How do I know who ordered online?

The School is responsible for the yearbook sale as well as keeping record of all orders whether online or direct payments to the school. You can keep track of online orders and print reports out by going to the following link, http://www.imagequix.com/exec/orderReports/ssYB.php , and enter your 6 digit school code.

Can parents order their books online?

If your school chose to use on-line ordering then parents can order on-line.

Can parents order directly from Strawbridge?

The school manages the sales of the yearbooks so we want to make sure each one is sold first so that you are not left with unsellable books. If the school has closed their sale for the year, we can provide parents with books.

I’m concerned about selling all of my books, what can we do to increase sales at our school?

There are many easy things you can do to promote yearbook sales at your school:

  • Have homeroom teachers to announce the sale every morning
  • Mention the upcoming yearbook sale deadlines on the morning announcements
  • Hold a cover contest around school to drum up interest
  • Place the posters we provide in high traffic areas around the school
  • Send the order forms we provide to the school home
  • Display pages you’ve designed in a public area dedicated to collecting yearbook money

These are just a few great ways to promote yearbook sales, please contact your representative for more assistance today.

I want to get started right away, how should I go about getting started? I can start even if I don’t have my portraits ready on-line yet, right?

There are a number of steps you can take to make your yearbook layout process smooth and efficient. We recommend:

  • Fill out the page ladder (pg. 32) so you can organize how your book is going to be laid out. You can start preparing the pages by placing backgrounds, clipart and text on the pages you intend to flow the students on.
  • Make sure you have pictures for each class, clubs, sports, and organization that you want to dedicate space to in your yearbook. It’s always good to have an activity or a group shot of each class so you can decorate your page with diverse images.
  • Make sure you have extra activity shots and field trip pictures for your montage pages.
  • To keep a book interesting, you will find that you create montage pages to end a section or fill pages in the yearbook
  • Get your hands on a few yearbooks. They could be from a previous year at your school, or yearbooks from other schools in the area. This will give you ideas and provide a loose guide to follow while laying out your yearbook.
  • If you have extra pictures and you don’t know if you can use them or where to place them, consider these pictures for your montage page, you’d be surprised what you can come up with!
  • Organize all your pictures in a structured manner. Create a master yearbook folder on your desktop, then create folders within for each page in your book. As you collect images store them in the appropriate folder, then when you’re ready to upload your pictures they’ll fall right into place.
  • Get your hands on a few yearbooks. They could be from a previous year at your school, or yearbooks from other schools in the area. This will give you ideas and provide a loose guide to follow while laying out your yearbook.
  • Most importantly, make sure you receive and check your Student Directory! The sooner the Student Directory is corrected, the sooner you can start laying out the most important part of the book- your students!

Do we offer one-on-one training?

Our representatives can come by to do training in person or one of our customer service staff members can log into your computer and hold the demonstration over the internet. We offer webinars twice a week during the yearbook season. Visit our website to view our tutorial videos. There are numerous resources available to you.

Can I make elements in Photoshop and place them in the book?

Backgrounds and graphic elements can be created in alternate software like Photoshop and brought into the software. Make sure you are saving these images as RGB color JPGs. If you want to create your own background, be aware that the page size is 8.5 x 11.

How do I submit an image to you?

If you are having trouble uploading images, please email ybsupport@strawbridge.net for assistance.

What sort of format should our photos be in?

All images should be RGB color JPGs. If you can control your image size set them to 300 DPI and make them 4.5×6 inches, 2241×3000 pixels.

When will I receive my portrait CD / my students be available in the on-line layout program?

We make sure your original, absentee, and faculty picture day are included in one export. Once the absentee is submitted to our labs, we upload all of your students to your layout software. You’ll make data corrections in the program and begin flowing your class pages.

Will I be able to use my yearbook portraits for a school function, presentation or website?

The provided PSPA images are OK for on-line use. But the images are sized down to be used for yearbook portraits so printing them any larger than a portrait panel will result in poor print quality. You may want to contact your representative for more information regarding the products and services we can offer.

How do I choose my cover?

There are a few options:

  • Standard Cover: We provide a number of pre-made designs for you to choose from.  Visit http://www.strawbridge.net/administrators/yearbooks/our-program/standard-cover-designs/ to select a standard cover.
  • Create your own: You can design your own cover in the layout software we provide. You can also design your own cover in whichever software you feel comfortable with, but you must submit a PDF that is print ready (11.25×17.25, 1/16th bleed on each side).
  • Custom Cover Design: Submit all digital materials to ybsupport@strawbridge.net, and in the subject line of the email include your school name and the words ‘Yearbook Custom Cover’. One of our talented designers will create a custom cover for you. If you have an idea you would like us to work with let us know.

If you have hard copy materials that need to be scanned, please send them to:

Strawbridge Studios, Inc.
Yearbook Department
3616 Hillsborough Road
Durham, NC 27705

We will return all original copies after the yearbook has been printed and delivered.

Do you create custom designs for the book? Is that an extra Charge?

NO CHARGE, free custom design by a professional designer.  You will receive cutting edge cover design for free, we highly recommend all hard back customers take advantage of our custom cover service.

I really want to create the book with a specific theme. Do you have any artwork or designs that are theme based?

We do have a number of themes built into the backgrounds and clipart of the software.  We do not do custom theme design.  You will have the ability to customize your pages in the program.

What happens after I submit my book?

After you submit your yearbook we will begin the proofing and printing process. We provide you with a printed copy of your book for review before we go to press.

How long until I receive my proof?

Once the book is submitted it takes approximately 2 weeks to deliver the proof to the school.

Are we able to correct the book/cover before it goes to print?

We use a hard copy proofing system that is commonly found in commercial printing. After submission, we print one copy of the book and cover you designed and mail the book to you for review. You can make corrections in the software and then resubmit your book for the final printing.

Do I have to mail my proof back?

Yes, we use the proof as a reference during printing.

Once my proof is returned, how long until my books arrive?

Once the proof is returned it usually take 2 to 3 weeks for softback books to be delivered, and 3 to 4 weeks for hardbacks and perfect bound.

Can the school order more books?

Yes, the school can place an order for more yearbooks. There is no quantity requirement but there will be a $10 reorder fee plus shipping costs