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

Customer Service (25)

  • 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.
      • If you do not have your school’s code, click the Find Your School button.
      • To find your school, choose your state, then use the search bar under the map to find your school name or zip code.
    3. On the following page, choose the program you wish to order from.
    4. 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 listed on your proof sheets.
      • This code will be individual to each student and is 10 digits long. It is 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 online 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, but your site is asking for a code. Where can I find the code?
  • Please email or call our Customer Service Department at (866) 624-6229 or cservice@strawbridge.net. One of our Customer Service representatives will look up the code for you. If you have multiple children at the same school, you can use the same code provided on that form. The code is school specific.

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

    Generally, portraits are kept on file for about 12-18 months. Your best option is to order your portraits within one year of 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 school code.
    3. 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:

    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?
  • 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.
      • If you do not have your school’s code, click the Find Your School button.
      • To find your school, choose your state, then use the search bar under the map to find your school by name or zip code.
    3. On the following page, choose the program you wish to order from.
    4. Enter your email address to log in and view package options.

     

    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.

  • 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 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 order from the school has already been shipped. Any orders placed after the completion of the original orders 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 Order or Invoice number. It is a 7 digit number and can be found on either of the receipts emailed to you 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. 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 our Customer Service Department at (866) 624-6229 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 orders for multiple students in one transaction. You will need to place a separate order for each student. We apologize for the inconvenience.

    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.

  • 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

  • Can I see my child’s photo online before I purchase a package?
  • 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 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? (Military, Multiple Student, Senior Citizen)
  • Unfortunately, we do not currently offer any discounts for military, multiple students, or senior citizens.

  • I have received complete packages for both of my children. Can I combine sheets to make one discounted order?
  • Unfortunately, our packages are 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. Proof of payment may be required.

  • 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  à la carte 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.
      • If you do not have your school’s code, click the Find Your School button.
      • To find your school, choose your state, then use the search bar under the map to find your school by name or zip code.
    3. On the following page, choose the Reorder option.
    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.
      • If you do not have your school’s code, click the Find Your School button.
      • To find your school, choose your state, then use the search bar under the map to find your school by name or zip code.
    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. 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 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 copyright to the image so prints can be made. You will need to provide this copyright 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.

Yearbooks (24)

  • 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 the deadline for all yearbook submissions.

  • 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. They should keep a record of all orders, whether they are online or direct payments to the school. In order to assist with tracking orders, please go to the following link:

    http://www.imagequix.com/exec/orderReports/ssYB.php.

    Once at the site, enter your 6 digit school code to access tracking forms.

  • Can parents order their yearbooks online?
  • If your school has chosen to allow online ordering, parents will be able to order online.

  • 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:

    • Have homeroom teachers 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 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 (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, 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 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 who can log into your computer and hold the demonstration over the internet. We offer webinars twice a week during the yearbook season. You can also visit our website to view our tutorial videos. There are numerous resources available to you to assist in creating your yearbook.

  • 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 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 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. 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 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 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. 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?
  • Yes, you will need to mail the proof back. We use the proof for reference during printing.

  • Once my proof is returned, how long until my books arrive?
  • Once the proof is returned to Strawbridge, it usually take 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 for a reorder, but there will be a $10 reorder fee plus shipping costs.