FAQs on Professional Photography and Prices - Strawbridge Studios

Any questions? Here you’ll find our most frequently asked questions with helpful answers for schools and yearbooks.

Parent Portrait Package FAQs (31)

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

    Yes, you can place your order online. To order your pictures:

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter the code from your order form. Click Find.
    3. Enter your email address to log in and view package options.

    Seniors:

    Yes, you can place your order online. To order your pictures:

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter the gallery code you received.
    3. Enter your email address to log in and view package options.

    Sports:

    We offer online ordering for some of our Sports programs, but not all.

    1. Review the order envelope you received. In the bottom left corner, there may be a field that says “Enter Code Online”. If you see this field, you can order your pictures online
    2. At the top of this page, click the Order Pictures and Yearbooks button.
    3. Enter the code from your order form. Click Find.
    4. Enter your email address to log in and view package options.
  • Where can I find my online code?
  • Your code will be listed at the bottom of your order form below the student information. For our “Payment Only” programs where you have already received your product, your code will be listed on the price sheet included with your package.

  • My student did not bring home an order form, but your site is asking for a code. Where can I find the code?
  • Please use our online chat feature, email us or call our Customer Service Department at cservice@strawbridge.net or (866) 624-6229. One of our Customer Service representatives can provide you with your code to order.

  • How long does Strawbridge keep my child’s portrait?
  • Underclass/Sports: 

    Generally, portraits are kept online for 12 months after picture day. After this time, images are archived and only accessed if needed to produce our Journey Program.

    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, you can order additional portraits online. To reorder more portraits:

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter your student’s online order code.
    3. Review the available options and place your order.

    Sports Reorders:

    You can only order additional prints if an order was placed on the original sports picture day. Unfortunately, for Sports picture days, not all athletes are photographed for individual pictures. If you ordered sports pictures on the original picture day and have received your prints, you may reorder more of the prints you received.

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter the code that is listed on the reorder sheet that came with your package.
  • I wanted to purchase a portrait package, but did not get my payment in on time. Can I still place an order?
  • Fall- Underclass: 

    Yes, we do accept late orders, but there will be an additional charge of $7 to cover processing and shipping charges. Your package will be shipped directly to the specified shipping address, not to the school. Follow the instructions below to order your package.

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter the code from your order form. Click Find.
    3. Enter your email address to log in and view package options.

    Spring-Underclass
    Most of our Spring programs are prepay only. This means that only students who placed their orders on picture day are photographed individually. If you want to confirm whether your child was photographed and whether you can order pictures, please contact our Customer Service at (866) 624-6229 or cservice@strawbridge.net for more information.

    Sports:

    Most of our sports programs are prepay only. This means that only students who placed their orders on picture day are photographed individually. If you want to confirm whether your child was photographed or if you would like to order a team picture, please contact our Customer Service at (866) 624-6229 or cservice@strawbridge.net for more information.

  • I sent my order with my student the day after picture day, but my pictures did not come in with the others. When will I receive my order?
  • Orders that are turned in after picture day are processed and returned to the school or mailed to your home address as soon as possible, once the original orders are complete. If your order is shipping to your home, you will receive a notification when your order ships. However, if you would like a status on your picture package, please contact our Customer Service at (866) 624-6229 or cservice@strawbridge.net.

  • I just placed my order online, but I am being charged a shipping fee. Why?
  • If you have placed an order online and are charged a shipping fee, it is because the original orders from the school are already in process. Any orders placed after the processing of the original orders begins will be processed separately and mailed to the shipping address provided during online checkout.

  • What is my payment code? Where can I find it?
  • Your payment code is the same as your Invoice number. It is 11 characters long and can be found on the receipt you received after you place your online order.

  • 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 where the address entered for the billing information does not match the address the credit card company or bank has on file. The pending transaction means that your account was located, but the transaction could not be completed. The pending transaction will automatically be removed from your account in approximately 3-5 business days. Unfortunately, Strawbridge Studios cannot assist with the removal of the pending charges. If you need assistance, please contact your bank or card company directly.

  • I am unhappy with my pictures and would like a refund. How can I do this?
  • We’re sorry you are unhappy with your portraits. Please contact our Customer Service department at (866) 624-6229 or cservice@strawbridge.net to let us know why you are unhappy with your pictures. There may be something we can do to improve the quality of your pictures. However, if you are sure you would like 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 our Customer Service Department at (866) 624-6229 and ask for the Returned Checks Department. This department can assist you with next steps.

  • Can I pay for multiple students with one transaction/check?
  • Online Ordering:

    Yes! As long as you are purchasing pictures for multiple students for the same picture day, you can place an order for both students under one order. You will need to order the pictures for one student, then enter the code for your second child to continue your ordering.

    However, at this time, you are not able to order a Fall picture and a Spring or Classroom Group picture at the same time.

    Ordering by cash/check/money order:

    To track orders accurately and efficiently, each envelope must include ONLY the payment for the specific student and specific package listed on that envelope. If you would like to pay for multiple students at the same time, please place your order via our online system.

  • My package is incorrect. How can I fix this?
  • You can complete a Contact Form on our website or contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net. We will correct your order to ensure you receive the order you paid for!

  • Can I see my child’s photo online before I purchase a package?
  • We do post our images online for you to review for our proof and speculation programs once the images are processed. For our prepay programs, the images will be posted online after picture day. However, if you wait to order after picture day, you may be charged a $7.00 late order fee to process and ship your prints.

    If you purchase prints without viewing them and are unhappy with them for any reason, you can have the pictures retaken if a retake day is available (Fall Only), or you may send them back to us for a full refund. Please contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net for assistance.

  • Do you offer any discounts on your packages? (Multiple Student, Military, Senior Citizen)
  • We now offer multi-child ordering, so you can place one order for multiple students under one transaction if your students attend the same school. This can assist with saving on ship to home fees when those fees are being applied.

    If you are a current or former military member, please contact our Customer Service department to inquire about our military discount.

    We are not currently offering any senior citizen discounts.

  • I have received complete packages for both of my children. Can I combine sheets to make one discounted order?
  • Unfortunately, our packages are priced and offered per student and cannot be combined.

  • I ordered a class group photo, but did not get it. What can I do?
  • Our class group pictures are sent directly to the school. If you did not receive your picture, please start by checking with your child’s teacher or the front office at your school. If your print cannot be located by the school, please use our Contact Form or contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net for assistance.

  • I do not want to order an entire package. I only want a specific print size or a digital image. How can I place that order?
  • These items are offered for purchase on our website.

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter the code from your order form. Click Find.
    3. View the A La Carte and Add On options to see what prints and downloads are available for purchase.
    4. Enter your email address to log in and view package options.
  • Can I exchange sheets in my package for other sizes?
  • Unfortunately, the prints in our packages are set and cannot be altered. However, you can order additional prints online.

    1. At the top of this page, click the Order Pictures and Yearbooks button.
    2. Enter the code from your order form. Click Find.
    3. On the following page, choose the Reorder option.
    4. Enter your email address to log in and view package options.
  • 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 if they are taken on the same day, they may not be returned at the same time due to the proofing process. If you have questions about the status of your pictures, please contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net for assistance.

  • Can I add/remove items to an order already placed?
  • Please contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net for assistance. A representative can review your specific order to see if any adjustments can be made.

  • I paid for my child’s package online for the original picture day, but they were absent. What should I do?
  • Your child can have their picture taken on retake day at their school and should bring your online receipt with them to give to the photographer. If a retake is not available or has already passed, please contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net. They will be able to issue you a refund for your order.

  • I want to make copies of my child’s photo. How can I do that?
  • Our images are copyrighted and cannot be reproduced from the individual prints. However, you can go online and purchase a digital download of your child’s image. Along with the digital image, you will receive the photo release for the image so prints can be made. You will need to provide this photo release to any print shop to produce your copies. If you have questions, please contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net.

  • I ordered a package with an upgrade, but I am not happy with it. What are my options?
  • If you do not like the upgrades provided, 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. Please contact our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net for assistance with this process.

  • My digital download does not have the background I chose in my order. What do I do?
  • The digital download is sent using the original image on the background it was photographed on. To receive the digital download with your background upgrade, please email CService@strawbridge.net with your child’s name, school name and order number and the information that you need your digital download with the background upgrade. We will email you with your corrected image.

  • I paid for pictures, but I received a slip with ordering information and not my actual prints. What happened?
  • If you placed an order but only received a slip with ordering information, don’t worry! Your order is being processed.

    Prepay- If you received an envelope to order before picture day, but did not place your order until after picture day, your order is being processed separately from the original orders. In most cases, you have paid the $7.00 shipping and handling fee for your package to be processed and delivered directly to your home.

    Proof- If you received an envelope with your child’s picture on it and placed your order more than 2 weeks after receipt of your envelope, your order is being processed separately from the original orders. In most cases, you have paid the $7.00 shipping and handling fee for your package to be processed and delivered directly to your home.

  • I received my pictures but do not like them. I want retakes. What do I do?
  • If you received your package from the original picture day and do not like them, you can participate in the retake day at your school. Simply return the package you received and do not want to the photographer on retake day. We will then reprocess your original order using the new picture from retake day. You do not need to place a new order.

  • I ordered a digital download, but I did not receive it. What do I do?
  • If you ordered a digital download or it was included in your package and you did not receive it, please check your Spam/Junk filter in your email. Sometimes the emails get accidentally filed away by your email provider. If it is not in your Spam/Junk folder, we may not have your email or the email address we have on file is incorrect. Please email cservice@strawbridge.net with your child’s name, school name, order number and information that you did not receive your digital download and have already checked your spam filter. We will send you the image you did not receive.

  • I placed my order after picture day, but I have not received it. Where is it?
  • If you placed your order after picture day, it may take approximately 4 weeks to deliver your package. If you have not received your order 4 weeks after your order is placed, you can contact us at cservice@strawbridge.net to request a status update on your order.

  • What background options do I have for my underclass student’s fall pictures?
  • We offer 13 different background options for our fall underclass pictures for our Prepay or Proof programs. Click here to view those options.

     

Parent Yearbook FAQs (11)

  • How do I place an order for my yearbook?
  • You are typically able to purchase your book by cash, check, money order, or online with a credit card.  However, every school has a different payment arrangement, so please reference the yearbook envelope or flyer provided by your school for more information.

  • Can I pay online for my yearbook?
  • Most schools allow for online ordering through Strawbridge Studios.  Please reference the envelope or flyer provided by your school for more information.  If you do not have an envelope, please contact your school or email us at cservice@strawbridge.net.

  • Can parents order directly from Strawbridge after the order deadline?
  • The school manages the sale of their yearbooks, and we want to make sure each one they have on hand is sold first.  Please contact your school first to see if they are able to fulfill your order.

    If the school has closed their sale for the year, we will allow reorders to be placed.  There is a non-negotiable $10 reorder fee, and we do not provide personalization on reorders if the school previously offered that option.  Please email cservice@strawbridge.net for more information.

  • I would like to include personalization on the front cover, but it’s not listed on my form.
  • Not every school is signed up to allow for the option to have the name and/or picture on the front cover.  Unfortunately, if they did not choose this plan, we are unable to include personalization on the cover.

  • Can you send my yearbook directly to me or to a different address?
  • We are a wholesale provider and mail all books in bulk to the school.  Once the school has completely run out of books and closed their sales, you may call and place a reorder through our company

  • When will I receive my yearbook?
  • Yearbooks are typically distributed toward the end of the school year.  However, each school will have its own particular timeline for delivery.  Please contact the school’s yearbook advisor if you have specific questions regarding distribution.

  • Do you have copies of previous yearbooks?
  • We keep digital copies of yearbooks for the past 5 school years on file.  To place and order, please contact us at 866-624-6229.

  • I can’t remember if I already ordered a yearbook.
  • You will need to first contact the school’s yearbook advisor to see if they have an order for you.  If they do not have record, please contact us at cservice@strawbridge.net.

  • I need to cancel an order for a yearbook that I placed online.
  • Please email us at cservice@strawbridge.net or ybsupport@strawbridge.net and we can honor that request for you.

  • I ordered a yearbook and did not receive it.
  • Please contact the yearbook advisor at your child’s school as they manage the sale of their yearbooks.

  • There is an error with my yearbook.
  • Please email us at ybsupport@strawbridge.net and we will evaluate the error and correct it on a case by case basis.

School Yearbook FAQs (25)

  • I would like some information on starting a yearbook with Strawbridge Studios. Who can I contact?
  • Please email ybsales@strawbridge.net with your school name, contact information and times you are available to meet with the representative in your area.

  • Who can I talk to about Yearbook pricing?
  • Our representatives would be more than happy to discuss price options with you.  Please email ybsales@strawbridge.net with your school name and contact information. Our local representative will get you a quote within 24 hours.

  • Who can I speak to about changing my yearbook copy count/page count?
  • You can discuss copy and page count changes with your Account Representative.  The price of each book will change as pages and copies are adjusted.  If you are unsure of who your representative is, please contact our Yearbook Support team at ybsupport@strawbridge.net or by calling (800) 889-6092.

  • What is the deadline for yearbook submissions?
  • March 1st is typically the deadline for all yearbook submissions.  The actual deadline is flexible depending on your desired delivery date.

  • How do I keep track of my yearbook orders? How do I know who ordered online?
  • Schools are responsible for keeping track of yearbook sales as yearbook envelopes are turned in. If you are allowing Strawbridge to sell yearbooks online, a Portal will be provided for you to track all online orders. Both softwares have tools available for you to track and manage sales along the way.

  • Can parents order their yearbooks online?
  • If your school has chosen to allow online ordering, parents will be able to order online. We have sales flyers and envelopes available for advertisement upon request.

  • Can parents order yearbooks directly from Strawbridge?
  • The school manages the sale of yearbooks and should be the first point of contact to order yearbooks. If the school has finalized their sale for the year, Strawbridge can provide parents with yearbooks.

  • I’m concerned about selling all of my books. What can we do to increase sales at our school?
  • There are many things you can do to promote yearbook sales at your school:

      • Host an email campaign and/or post the direct link to your communication apps
      • Mention the upcoming yearbook sale deadlines on the morning announcements
      • Hold a cover contest around school to drum up interest for the yearbook
      • Place posters provided by Strawbridge in high traffic areas around the school
      • Send home the order forms provided to the school
      • Display the pages you have designed in a public area dedicated to collecting yearbook money

    If you need more assistance, please contact your yearbook representative.

  • I want to get started on my yearbook right away. How should I get started? Can I start designing my yearbook even if I don’t have my portraits ready online?
  • 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 in your kit to organize the order that 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, club, sport, 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 old yearbooks. They could be from a previous year at your school or yearbooks from other schools in the area. This will give you some ideas and will 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 pages. 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 that master folder 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.
    • 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!
  • I need some help with my yearbook. Does Strawbridge offer one-on-one training?
  • Our yearbook representatives can come by to do an in-person training. You can also contact one our yearbook support members to schedule a webinar. There are numerous tutorials available on our website to assist you in your yearbook design process.

  • Can I make elements in Photoshop and place them in the book?
  • Backgrounds and graphic elements can be created in an alternate software, like Photoshop, and uploaded into the software. Please save these images as RGB color JPGs

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

  • When will I receive my portrait CD or be able to view my students in the online layout program?
  • We make sure your original, absentee, and faculty picture days are included in one export. Once the absentee picture day images are submitted to our lab, we upload all of your students to your layout software.

  • Will I be able to use my yearbook portraits for a school function, presentation or website?
  • The provided PSPA images are OK for online use. However, the images are sized down to be used for yearbook portraits only. 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 yearbook cover?
  • There are a few options for your yearbook cover. See below:

      • Standard Cover: We provide a number of pre-made designs for you to choose from.  Visit https://www.strawbridge.net/administrators/yearbooks/our-program/standard-cover-designs/ to view and 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, please let us know in your email.

    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?
  • There is no charge for a free custom designed cover by one of our professional designers.  You will receive cutting edge cover design for free, if you choose this option. 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 designed and placed into the software. If there is a desired theme that you do not see, please contact your sales representative to discuss further.

  • What happens after I submit my book?
  • After you submit your yearbook we will begin the proofing and printing process. In most cases, we provide you with a printed copy or digital copy of your book for review and approval 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.

  • If I am to receive a hard copy proof, how long will it be until I receive it?
  • Once the book is submitted t Strawbridge, it takes approximately 2 weeks to deliver the proof to the school.

  • Do I have to mail my proof back?
  • No, you may keep your hard copy proof as a reference.  It is not necessary to send your proof back to us.

  • Once my proof is returned, how long until my books arrive?
  • Once the proof is returned to Strawbridge, it usually takes 2 to 3 weeks for softback books to be delivered. Hardback and Perfect Bound books take about 3 to 4 weeks.

  • If the school runs out of books, can more books be ordered?
  • Yes, the school can place an order for more yearbooks. There is no quantity requirement to place a reorder.

  • What sort of format should our yearbook photos be?
  • All images should be RGB color JPGs. If you can control your image size, you should set them to 300 DPI and make them 4.5×6 inches, 2241×3000 pixels.