HAVE QUESTIONS?

Please contact us if you have any questions about viewing or ordering photos prior to placing your order. We are here to help.

What is my Online Gallery code?

Your online Gallery Code can be found on your personalized flyer that was handed out by your child’s teacher. THIS CODE IS YOUR CHILDS STUDENT ID. This code is for retake day as well. Contact us if you require codes for children with separated families.
What if my order is incomplete or wrong?

If you you did not receive the correct order, please phone or email us directly within 14 days of receiving your order. We will look into your order and correct it for you if needed.
When will my portraits be online?

Your child’s photos will be uploaded to their online Portrait Gallery approximately 24-72 Hours after their sitting appointment.
What do I do if I make a mistake on my online order?

Once an order is placed we, unfortunately, can no longer make changes to the original order. All orders are immediately sent to the lab to begin printing.
Can I change my background when I order?

Portraits that have been photographed using our Virtual Background program allow background changes.Click on the different backgrounds in your online portrait gallery to see all these portraits. Portraits taken on a solid background cannot be changed.
Can I mix poses on one sheet?

With ordering a package you may choose different poses per sheet. Ordering sheets separately may consist of only one pose.
Re-take policy

If the Portraits are not to your satisfaction, have your child come see the photographer on retake day. If you have any comments pass them along with your child as this can help you communicate any issues to the photographer.
When will I receive my photos?

Please allow 2-4 weeks from the time you have ordered. Orders will be shipped out via Canada Post, during these times please be patient. Orders do not come with a tracking number. Delivery times during holiday season are longer so please be prepared.
What if I don’t have a credit card to order online?

If you don't have a credit card, don't worry! Please contact one of our helpful studio staff and we can accept an E-transfer.
I haven’t received my photos yet?

All orders are now being shipped directly to home. As they are sent via Canada Post with no tracking number, please be patient during these unprecedented times. We expect orders to take 2-4 weeks from the date you ordered.
What is your Satisfaction Guarantee Policy?

Due to the custom nature of digital photography and the fact that photographs, once printed, cannot be exchanged or returned; Concept Photography has a NO REFUNDS POLICY. Once a transaction has been completed (the buyer selected and paid for the photo and My Portraits has fulfilled the order and delivered the buyer the correct photograph)it is considered non-refundable. Refunds will NOT be given due to “not liking a photo”, selecting an incorrect pose, selecting an incorrect background, cropping, not entering discount codes or any other reason. If a mistake is sent to the buyer, there are missing components or there is a quality issue with the finished product, Concept Photography will send the corrected photo to the buyer free of charge.