FAQs
Ordering & Payments
Placing an Order
Your code will be listed at the bottom of your order form. You may also have received an email with ordering information included.
You can also use our code lookup tool on our website: Look up your order code here.
If you did not receive an order form or an email and are having trouble with our code lookup tool, please contact our Customer Service team via the Live Chat on our website to receive your code.
This will depend on the picture day you are trying to order for. Please see the details below.
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 your specified shipping address, not to the school.
Seniors
Yes, we do accept orders after picture day. You should receive an individual access code via email for your Senior. If you did not get your Seniors access code, please contact Customer Service via the Live Chat on our site.
All Other Picture Days (Spring, Sports, Cap & Gown)
Many of our additional picture days are prepay only. This means that only students who placed their orders by picture day are photographed. If you want to confirm whether your child was photographed and whether you can order pictures, please contact Customer Service via the Live Chat on our site.
Online Ordering:
As long as you are purchasing pictures for multiple students for the same picture day at the same school, 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.
We do post our images online for you to review before ordering. However, if you wait to order after picture day on our traditional prepay program, you may be charged a shipping fee to process and ship your prints. They will be mailed directly to your home.
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 via the Live Chat on our site if needed.
If you are a current or former military member, please contact our Customer Service department via the Live Chat on our site to inquire about our military discount.
Editing or Changing an Order
Yes! Use your child’s individual access code to order more prints. If you do not remember your child’s access code, refer to the cover sheet in the package you received or contact our Customer Service team via the Live Chat on our website.
Once orders are placed, they cannot be edited. You can contact our Customer Service team via the Live Chat on our website to see how our team can assist you with order.
Unfortunately, our packages are priced and offered per student and cannot be combined.
Unfortunately, packages are preset and sheets cannot be exchanged for other sizes.
Online Orders
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 picture day and after the processing of the original orders begins will be processed separately and mailed to the shipping address provided during online checkout.
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. If it is not in your Spam/Junk folder, we may have an incorrect email address in the order. Please contact our Customer Service team via the Live Chat on our website, and our team will assist in getting your download to you.
Production & Delivery
Order Delivery
Orders that are turned in after picture day are processed individually once the original orders from picture day 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 Customer Service via the Live Chat on our site.
You can complete the Contact Form on our website or use the Live Chat via our website to connect with our Customer Service Department. We will correct your order to ensure you receive the order you paid for!
You can complete the Contact Form on our website or use the Live Chat via our website to connect with our Customer Service Department. We will correct your order to ensure you receive the order you paid for!
Class photos and individual photos are processed and produced separately, so they may arrive at separate times. They will not be in the package together.
Photo Availability & Storage
Fall images are kept for at least 1 year after picture day.
All other images (Spring, Sports, Classroom Group) are archived after the end of the school year.
Absences, Retakes, & Refunds
Picture Day Issues
If your child is absent on picture day, they can have their picture taken on retake day at their school. If a retake day is not available or has already passed, please contact our Customer Service Department via the Live Chat on our website for a refund.
Retakes
Simply have your child return the original package you do not want to the photographer on retake day. We will automatically fulfill your order with the pictures from retake day. No further action is needed from you!
Refunds
Please contact our Customer Service department via the Live Chat our website 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 or inform you of retake day (Fall pictures only). 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
Photo Options (Backgrounds, Borders, Etc.)
Customization Options
Schools direct the sale of their yearbooks, including what ordering methods are available. Many schools utilize our online ordering system as well as accepting payments via cash or check. However, every school has a different payment arrangement, so please reference the yearbook sale flyer provided by your school for more information. If you do not have ordering information available, please feel free to contact us at yearbook.support@strawbridge.net.
Most schools allow for online ordering through Strawbridge Studios. Please reference the flyer provided by your school for more information. If you do not have a flyer or ordering information on hand, please contact your school or email us at yearbook.support@strawbridge.net.
The school manages the sale of their yearbooks, and we want to make sure each one they have on hand is sold. Please contact your school first to see if they are taking additional orders.
If the school has sold out of books, we do provide for reorders directly through us in most cases. These reorders typically begin June 1, though this depends upon when the school’s books have been delivered and the conclusion of their yearbook sale. Please note that these orders incur an additional shipping fee on top of the book’s sale price. If you need additional information, please feel free to contact us at yearbook.support@strawbridge.net.
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.
The decision to offer personalization options for yearbooks ultimately rests with the school, as they direct and manage all aspects of their yearbook sale. This includes pricing, deadlines, and add-on options. If your school did not elect to offer personalization, then we unfortunately are not able to offer this option outside of the school’s sale parameters.
We are a wholesale provider and ship all books in bulk to the school for distribution. In most cases, we begin taking reorders online for yearbooks that can be shipped direct June 1. These orders incur an additional shipping fee on top of the book’s sale price. If you need additional information, please feel free to contact us at yearbook.support@strawbridge.net.
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 directly if you have specific questions regarding distribution.
We maintain digital copies of yearbooks for reprint going back 3 school years. To place an order for a yearbook older than the most recent school year, please contact our Yearbook Support team at 800-889-6092.
Please first contact the school directly to verify your order, as they are responsible for tracking all orders for distribution purposes. If they do not have record of your order, you may contact us at yearbook.support@strawbridge.net, and we can attempt to locate it for you. Please note that depending upon the school’s selected method of payment collection, we may not be able to verify orders not placed online.
Please email us at yearbook.support@strawbridge.net to request a refund.
Yearbooks are sent in bulk to the school for distribution. If you ordered a book and did not receive it, we first recommend contacting the school and their yearbook advisor directly, as they manage the sale of their yearbooks. In the event that the school is unable to provide you with your ordered copy, please contact us at yearbook.support@strawbridge.net for assistance.
Please email us at yearbook.support@strawbridge.net for assistance. We will evaluate the error and offer solutions on a case by case basis.
We have a dedicated team of Yearbook Representatives that would be happy to discuss all Strawbridge Studios has to offer for your yearbook needs. Please don’t hesitate to contact us at YBSales@strawbridge.net for more information. To connect you with the correct Representative for your area, please provide your school name, location (city & state), and contact info in your message. We look forward to hearing from you!
Please contact your Yearbook Representative regarding any adjustments in copy or page count. Your book pricing may change based on these types of adjustments. If you are unsure how to reach your Representative, please contact us at yearbook.support@strawbridge.net for assistance.
We require your final yearbook submission 6 weeks prior to your desired delivery date. To discuss timelines and adjustments, please contact your Yearbook Representative.
Keeping track of all yearbook orders on the school’s end is essential for distribution purposes. Strawbridge does not maintain records of yearbook envelope orders submitted to us for deposit.
For cash and check orders, we recommend utilizing a spreadsheet such as the one we have available here: Order Tracking Spreadsheet
Your yearbook software also has an order tracking function available.
The online order tracking portal can be accessed here: Fotomerchant Portal
We have a quick guide to utilizing the portal available here: Portal Guide
You should have received login information for the portal when your online sale was activated. If you did not receive this information, please contact us at yearbook.support@strawbridge.net.
Yes! We offer our online sale platform to assist you in facilitating your yearbook sale. In fact, online ordering is the easiest way to handle selling your yearbooks–there are no paper orders to keep up with, and all your orders are in one place for easy tracking. We offer both printed and digital flyers to distribute to promote the online sale, and we also provide a direct link to the sale for you to disseminate as needed. To set up your sale and request materials, please utilize our fillable online form here: Sales Material Request Form
Strawbridge does not sell yearbooks directly to parents until after the school’s order of yearbooks has shipped and your sale has finalized, typically beginning June 1 for most books delivered in the Spring. For more detailed information, please feel free to contact us at yearbook.support@strawbridge.net.
There are many things you can do to promote yearbook sales at your school:
- Host an email campaign and/or post your yearbook sale 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 around the school to increase visibility
- Set up a table to take orders at school events
- Display your yearbook cover in the main office, media center, or other high-traffic areas
If you need more ideas or help with your yearbook sale, please contact your Yearbook Representative. If you are unsure of how to reach them, please contact our Yearbook Support team at yearbook.support@strawbridge.net.
We have a handy checklist available to help guide you through the yearbook process over the course of the school year: Yearbook Checklist
For more guidance, we recommend conferring with your Yearbook Representative. If you are unsure how to reach them, please contact us at yearbook.support@strawbridge.net for assistance.
Yes! Please contact your Yearbook Representative to schedule a training session. If you are unsure how to reach them, please contact us at yearbook.support@strawbridge.net for assistance.
We upload student portraits to your yearbook software after your absentee images have been processed. This allows us to add all portraits to the software at once, making organization easier and lessening the chance that students are left out of the book. We will send a notification once the portraits are available, which is usually within 3 weeks of your absentee picture date.
We offer professionally-designed custom yearbook covers based on your ideas and direction at no additional charge. Contact your Yearbook Representative to discuss your vision!
Please note that we do not offer custom design work for content to be used inside the yearbook, only on the cover.
Yes! Most all of our Standard cover options have accompanying theme content available, such as backgrounds, clipart, and fonts. Check out our full catalog here: Standard Cover Catalog. To view the accompanying theme content, simply click one of the designs.
If you are not utilizing one of our Standard cover designs, the yearbook software has a wealth of content available to create your own theme. We recommend discussing the book design with your Yearbook Representative for suggestions.
After you submit from the yearbook software, you will be locked out from editing the book. However, we do not begin the printing process until we receive a completed Final Submission Form, available for download here: Final Submission Form
For more detailed information on the yearbook submission process as it pertains to your school, please contact your Yearbook Representative or our Yearbook Support team at yearbook.support@strawbridge.net.
Absolutely! There is a 25-copy minimum for reorders, and turnaround time is 3-4 weeks. To place a reorder, please contact your Yearbook Representative or our Yearbook Support team at yearbook.support@strawbridge.net.
Yearbook portraits, if provided by a different photography studio, should be sent to you in an industry-standard PSPA format yearbook export. We can then import those images into the yearbook software for you–just contact us at yearbook.support@strawbridge.net for assistance.
Candid photos should be uploaded to the yearbook software in as high a resolution as possible for best quality print results. The software allows for uploading a number of file formats; please refer to the upload dialog of the program directly for more information.