Click on the question for the answer.
Faqs during covid-19
What measures are you taking to ensure that it is safe to come to your studio?
Do I need to fill out a self-assessment before coming to your studio?
Yes. In light of the new health orders
to prevent the spread of Covid-19, we are now asking all staff, students and accompanying parents or guardians to complete a self-assessment before they come to our studio.
Do you allow pets?
Pets are welcome at our Vancouver studio and mobile studios. If you are planning on bringing a pet, please read our full pet policy.
If you are a university student with a portrait session booked in your school, pets are unfortunately not
permitted. If you are unsure what session type you have and if pets are allowed, please contact our customer service team
Do I need to do anything different to prepare for my grad session?
Yes. We have strict requirements for coming to our studio. If you are experiencing cold or flu-like symptoms, have been in contact with a confirmed or probable case of COVID-19 or traveled outside of BC within the last 14 days, you will need to reschedule your appointment.
To read more about what to expect at upcoming sessions, please visit our blog here: https://www.blog.artona.com/post/safety-at-our-studios
Are you still taking school photos this year?
Yes! The impact of Covid-19 has reminded us of something we've known all along — school photos matter. We will be offering more opportunities for students to have school photos taken at our main studio during Spring Break — no sitting fee required. To read more about these sessions, including how to book, please visit our blog here: https://www.blog.artona.com/post/spring-break-school-photos
Booking for grad 2021
How do high school graduation portrait sessions work?
Getting your grad photos with Artona has a lot of perks. Not only do you get a personalized and professional 30 minute portrait session, you also get to be included in the yearbook and wall composite at your school.
For high school graduation portrait sessions, we don't charge a sitting fee — all you pay is a $60 deposit. This can be applied toward your order later on like a credit, or refunded if you choose not to order. You can pay the deposit when you arrive for your session by cash, debit or credit.
During your portrait session, you get to take photos in four different rooms with lots of background options and up to 16 different looks. You can also take a family photo (parents or guardians only) and bring a small prop to be photographed with.
We reserve sessions for each school at our studios throughout the school year. To see your school's dates and book an appointment, click here
How can I book an appointment?
We reserve dates for each school to make sure all students are photographed in time for the yearbook. To search your school's dates and book an appointment, search for your school here: https://artona.com/schools/book
Can I book retakes for grad photos?
We definitely want you to be happy with your grad photos. To book a retake appointment, please contact our customer service team here
and note that retake fees do apply. The cost is $35 per background/room, or $105 to retake the full session. These fees are not
applicable toward your order but you can still use your $60 deposit.
How can I reschedule my appointment?
Appointments are limited due to our reduced capacity with Covid-19. If you need to reschedule, we kindly ask you do it more than 24 hours in advance so another student can take your spot. To reschedule your appointment, click here
Are you offering group sessions?
We are working on finding a way to offer group sessions that are safe. To get on our mailing list, please fill out this form
. We'll be in touch once group sessions are available to book!
Do you offer sensory friendly grad portrait sessions?
I don't see any dates or times available for my school. How can I book?
We might not have the sessions available to book yet. Please fill out this form
and we will be in touch when they are open!
Ordering graduation photos
How do I order a yard sign?
Please log in here
, then navigate to the Specialty Products page, which is right after the frames. Just use the blue Continue button on the bottom right hand corner to get there. If you have any trouble, please live chat
with our online support team.
What is enhanced retouching?
Enhanced retouching removes blemishes, darkness under the eyes and flyaway hairs. If you are looking to remove braces or whiten teeth, please select this as an additional service for each pose.
How do I get a refund for my deposit?
Don't forget, the $60 deposit can be applied toward your grad order. If you decide that you do not want to order photos, simply return the Artona book (proof booklet) within 30 days. You can do this by visiting us in person, or sending it by mail to 353 West 7 Avenue, Vancouver, V5Y 1M2. Once we receive it back, we will process the refund within 2-3 weeks.
Please note, if you paid the deposit by credit, we will process the refund back to the same card. If you paid by cash or debit, we will issue a cheque to the student's name and mail to the home address. If you would like the cheque made out to a different name, please let us know when returning the booklet.
Receiving graduation photos
There was a problem with my order. How can I get it fixed?
If you received the wrong order, or if your order was damaged, please send an email to email@example.com with the following details:
- Customer ID
- Description of what happened
- Your address and phone number
- Photo of proof of damage (if applicable)
Once we receive this, we will be in touch with the next steps on making things right.
Satisfaction guarantee, order cancellation/change & return policy
What is your return policy?
1. Digital Download Products are final sale, as they contain full copyright release. No refunds, exchanges or store credit will be given.
2. All images can be viewed prior to purchase, are copyright protected and of a personal nature, therefore all photographs purchased are not eligible for refund, exchange or store credit.
3. Custom Souvenir Frames cannot be returned for refund, exchange or store credit.
4. Frames which are included with Artona Art Pieces purchased, cannot be returned for refund, exchange or store credit
5. Frames purchased as “add-ons” (without images included) may be returned, within 30 days of order shipment, in original packaging, for exchange only.
What is your order change or cancellation policy?
Please understand, once your order is placed and
confirmation received, it begins many automated and custom stages. To cancel or change it, requires manual
intervention, therefore a fee will be charged.
To avoid this fee – simply contact us prior to placing your order,
with any questions you may have.
What is your satisfaction guarantee?
Thank you for allowing us to photograph
you. Your satisfaction with the “Artona Experience”
is our #1 priority. We guarantee to work with you to capture images and produce
products you will cherish for years to come. We are happy to discuss your expectations and
work with you to meet them.
School day photos
When can I expect my school day order?
We are currently shipping school day orders within 4 weeks.
If you are looking to receive school photos sooner, we recommend purchasing the digital download. You will receive it right away and can have it printed anywhere you like. If you have any questions, please reach out to our team here
What safety measures are you going to take at photo day?
I am not attending school in person but I still want my school photo. What can I do?
How can I order school photos?
Please log in here
using your student number and birth date. (For example, if your student number is 12345 and your birth date is April 4th, your online code would be 1234504. If you were born on June 26th, your online code would be 1234526).
What is my online code or keyword?
To access your school day photo, please enter your student number and birth date here
. (For example, if you were born on April 4th and your student number is 12345, your online code would be 1234504. If you were born on June 26th, your online code would be 1234526)
If you have any trouble accessing your account, please let us know
When is photo day at my school?
We are still confirming picture days with all our schools. To see when we are coming to you, search your school's name here
, then select School Day. If you don't see this year's dates, let us know
When will my school photo be online?
Your school photos will be available to view and order here
within 48 hours of the time they were taken.
Do you sell Zaino Products?
Yes, Artona sells Zaino products! Please contact Michael at 604-723-6944 or firstname.lastname@example.org or simply come to our studio at 353 West 7 Avenue in Vancouver. All products are at the front counter for purchase and pickup, with the same prices reflected here.
Preparing for your graduation portrait session
What do I need to bring to my grad session?
There are a few things to do to prepare. To read about what to bring to your grad session, check out our blog here
Can I bring a prop?
Yes! As long as it can fit in a 55 cm x 39 cm container, you can bring it. We will be sanitizing all prop containers after each use and will have extra sanitizing supplies available. We can’t wait to photograph you and your treasures!
Can I bring friends or family to my grad session?
Unfortunately, we are not allowing friendship photos at this time. The good news is you can bring up to two parents or guardians!
If you are looking to do larger family photos with siblings, you can book a mini family session
If you're interested in doing group photos with friends, please get on our mailing list
. We will be in touch once it's safe to offer these sessions again!
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