If you are not satisfied with your child’s portrait, please have their image retaken on make-up day.

If you ordered one, you will receive an email within a week after picture day with your image download and photo release. (Check your spam folder!) If you haven’t received the email, please call customer service 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 and mailing address. 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: B12345)

You can’t change an order online, please call 855-773-3321 for assistance.

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.

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. 

You pay your sitting fees in advance when you make your appointment, whether it be online, phone call or in-person. We require each session to be paid in full prior to arriving at your appointment. Our outdoor session fees are also paid in full. If an emergency comes up, we can definitely make arrangements to reschedule your session. Please call 855-773-3321 to let us know if you cannot make your session.

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. All we ask is that you give us a courtesy call 24 hours ahead of your appointment time and let us know.

If you are running more than 10 minutes late to your appointment, 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 we also ask that you 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! We offer a pet add-on available on every session. Please add that on when you are booking your session and we will add a little extra time.

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

What retouching is included:

• Skin blemish removal

• Cropping/Sharpening

• Color adjustments

• Softening of pores of skin

• Reduction in flyaway hairs

We also have premium retouching available:

• Braces removal ($20 per image)

• Evening of the skin due to sunburns ($20 per image)

• Extensive glass glare ($20 per image)

• Teeth and Eye whitening ($20 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.

In times of uncertainty, our main priority is to keep our guests and staff safe and healthy. We have incorporated new sanitizing protocols regulated by the Center of Disease Control and Prevention.  We require staff to wear masks at all times. (students are exempt during their session)  We steam all our caps, gowns, suits, undershirts and drapes.

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.