If you are not satisfied with your child’s portrait, please have them attend the next retake day if applicable. If there are no upcoming retake days at the school, please contact our Customer Service team to figure out the best way to proceed!

If pre-ordered, you will receive an email with the download and copyright release about 1 to 2 weeks after picture day. If ordered after the proofs are viewable, you should receive it within 24 hours. (Check your spam folder!) If you haven’t received the email, please contact our Customer Service team for assistance.

Use the Order Pictures tab on our website and log in with your online code, this will bring you to the gallery where you are able to order more pictures.

Orders before picture day must be individually ordered for each student, this will ensure we match up the right package with the right student.

Here is what you need to do in order to participate in the Retake Picture Day event:

Mark your calendar for Retake Picture Day and let your teacher/school know your child will be participating in the Retake Picture Day event.

Make sure you return the Picture Package envelope and its contents to the photographer on Retake Day. We cannot exchange your order with the Retake picture until the Picture Package envelope and its contents have been returned.

No, it does not cost to have a retake. If you or your student is not happy with the original picture, they are welcome to participate in the Retake Picture Day event.

Our customer service representatives will locate your student’s order and correct the problem as soon as possible. Please call 855-773-3321 or email us at customerservice@upstate-images.com and have the following information ready:

-School
-Teacher's Name
-Grade
-Child's Full Name

If you don’t like the background you selected, please call customer service and we will order you a different background and reprint your pictures. You will need to return the original package and the only cost would be a shipping fee to mail them to you.

If you didn’t order retouching, but decide you want it, please call customer service at 855-773-3321. If you purchase retouching at this time, plus pay for shipping, we will reprint the package without charging you again for the original package cost. You will need to return the original package.

Please email us at customerservice@upstate-images.com detailing the problem (ex: My child’s name should read “Jon” not “John”).

Please include the following information so a representative can locate your child’s order.

-School
-Teacher's Name
-Grade
-Child's Full (Legal) Name

If you do not have access to email, please call customer service at 855-773-3321.

To get a refund please mail your photos to us with a note requesting a full refund.
*Online orders will be refunded to the credit card used to place the order.
*Paper form orders will be sent a check.

Please include your name, mailing address, and contact information.

Return your full package to:

Upstate Images
Refund Request
307 Gilead Rd
Huntersville, NC 28078

(Please allow 7-10 business days for processing once the package is received.)

Delivery time will vary by school. Class groups are usually delivered with the individual packages; class composites include absentee students from the retake date, so they are shipped separately.

Typically class composites are printed and delivered by the end of March. If it is after March, we recommend checking with your child's teacher. If the teacher hasn’t received prints by March, please contact customer service at 855-773-3321.

If you are paying within 48 hours after original picture date(s), go to our website and enter your School Code found on your order form. Order School Portraits Here Complete the online form and your payment information and your order will be delivered to your teacher with the rest of the class's photos.

Most schools have portraits shipped to the school initially. For those schools we offer free shipping for preorders! All orders placed before and up to 48 hours after the original picture date(s) are bulk shipped to the school. You will not pay shipping charges for orders placed within 48 hours after the original picture date(s). Any order submitted after 48 hours will be charged for shipping and those orders will be mailed direct.

If your school requests that all orders are mailed home directly, then all parents will be required to pay a shipping fee and all orders are shipped to the home.

Yes. If we have a photograph of your child, we will provide a Unique Order Code so you can view your child's picture online. Unique Order Codes are usually available four weeks after Picture Day.

Your child's unique Online Code = Your child’s school issued student ID number with the first letter of the school name in front. (Example for Binghamton High School: B8675309)

Please contact our Customer Service team for assistance as you cannot change on order online. Please note that if you order is already processing or shipped, we are unable to make changes. In this case, please wait until you receive your order to reach out to our team.

Depending on where your order ships, either home or school, will determine how long it will take for your order to arrive.

Orders shipping to school will arrive approximately four weeks after the Picture Day or the date your order was placed, whichever is the latest. Your order will be delivered to the school and distributed by school personnel to your child. Please check with your child. Many times the order is left in a backpack or locker.

Orders shipping to a home address should arrive 14-21 days after placing the order.

If the appropriate delivery timeframe for your order has passed, please contact customer service at 855-773-3321.

Great service is very important to us! During our fall season we receive a high number of calls, we typically return calls within 24 hours. Feel free to email us at: customerservice@upstate-images.com.

To have an order shipped directly to you rather than the school, please wait until the pre-order window has passed (about 48 hours after the original picture day). Then you will be prompted to enter your shipping address and pay the $6 shipping fee.

You can place one order for multiple students after the preorder time window has passed (about 48 hours after the original picture day). After placing the item/s you want in the cart for your first student, select “View Another Gallery”, enter the next student’s Unique Online Code, and add the item/s you want to the cart. Repeat if necessary. As long you are ordering from the same school and program, they should be able to combine and ship together. If not, the website will let you know.

Sibling pictures are only taken during Spring pictures if the school allows. Since these are done as a courtesy, there is no Online Code created until they are photographed. Please reach out to our Customer Service team after they are photographed to receive this code. Generally, they can not be preordered.

If you placed a preorder, you will not be able to track your order as it is being shipped to the school in a bulk order. If your order contains just a download, you will not able to track that because it is not being shipped.

We highly recommend you complete your senior portraits the summer going into your senior year. We understand how busy your last year of high school can be, therefore; we recommend you take them sooner than later. 

The sitting fee is collected when you schedule your appointment, whether done online or by phone call. We require each session to be paid in full prior to arriving at your appointment. Our outdoor session fees are also paid in full.

The session fee covers your one-on-one time with the photographer, retouching of the images for the yearbook, and the submission of a photo to the yearbook company. No photos are included in the session fees. You may purchase images from the comfort of your own home, with our online portrait software.

We know life happens and things come up that might interfere with your appointment, not a problem! As long as your appointment is more than 24 hours out, you can follow the "Change/Cancel Appointment" button in your confirmation email to reschedule. Otherwise, please reach out to our Customer Service team as soon as possible.

If you are running more than 10 minutes late to your appointment, we may have to cancel your appointment. We do not double book appointments, so each session is scheduled specifically for you. We advise all our appointments to arrive 10 minutes prior to their appointment to check-in and prepare for their session. While we understand circumstances may cause you to be late, pushing back a start time for an appointment would result in a domino effect for all other appointments. We will make every effort to accommodate you, but you may have to reschedule. Please call us if you are running late.

We have a variety of session options available. Silver is our most popular. We also have several session add-ons that you may customize your session with. It usually comes down to how many outfits you would like to bring. Our session options are explained on the senior portraits page of our website.

Absolutely! We are happy to photograph you with your furry friend! Please select the "Pet Add On" when scheduling your session. Some schools do not allow pets on campus. If they do, the pet needs to be small enough to hold. If your pet is larger or the school doesn’t allow them, please schedule at our studio and select the "Pet Add-On".

All images submitted to the yearbook will be retouched, and retouching is included in all of our Senior packages unless specifically stated otherwise.

What retouching is included:

• Skin blemish removal

• Cropping/Sharpening

• Color adjustments

• Softening of pores of skin

• Reduction of flyaway hairs

We also have premium retouching available:

• Braces removal ($20 per image)

• Removal of tan lines ($10 per image)

• Teeth whitening ($10 per image)

Each high school will set a deadline date that we have to abide by. The deadline will typically be sent out via flyers when the time is approaching. To know the exact date, check in with your school’s yearbook department.

Yes, we offer complimentary retakes if you’re not 100% satisfied with your Senior portraits. Please call 855-773-3321 to let us know.

No, we provide this for you! We have each school’s Cap and Gown as well as a tassel.  Just bring a white undershirt for guys and a spaghetti strap shirt for girls.

You should receive a QR code at the session and an email will be sent once they are ready. Senior Portraits are usually ready to view within 24 hours after picture day. If you have not received this information or are having trouble, please reach out to our Customer Service team with your student’s name and school so we can help!

When viewing the Senior's gallery, please select the tab for “Choose Yearbook Pose”. If you are on mobile, you will need to select the three horizontal lines at the top left to see this option. This tab will tell you the requirements and deadline for the yearbook picture selection. Once you make your selection and the red exclamation mark next to "Choose Yearbook Pose" is gone, you are all set! Please note that the school’s yearbook staff reserves the right to change any yearbook poses that do not meet their requirements.

If the deadline has passed for the yearbook selection and you are not able to make changes online, please reach out to the yearbook advisor at the school.

The website does not save your purchase history. If a previous purchase for your Senior unlocked one of our Discounted Add Ons, please call Customer Service at 855-773-3321. When you call, please have the pose number/s and your payment information ready!

Senior Portraits are uploaded within 24 hours of the session. Once you have access to the gallery, you can view all of our shopping options.

We normally provide jackets and shirts from small to 4X. If you need something larger or smaller, you may need to bring your own.

Your athlete's unique Online Code should be sent out via email or text prior to picture day. Please do not share this code with anyone else as any orders placed with it will only be tied to your athlete. If you did not receive it, please contact our Customer Service team with your athlete’s name, school name, and the sport that they play so we can help!

Sports pictures take about four to six weeks to be proofed and ready to view. You should receive marketing from us when they are ready.

Unfortunately, there are no retakes for Sports pictures. If you are not satisfied with them, please reach out to our Customer Service team with your concerns so we can determine the best way to proceed!

Upstate Images and the school will continue to send out marketing to ensure that everyone has the information needed to view/order their athlete’s picture. If you have already placed an order, please disregard this marketing. If you are unsure of your order status, please reach out to Customer Service with your order number so we can double-check for you!