We have re-opened our Main Studio (353 W. 7th Avenue) for photography! As with the world – so much has changed here as well. We are currently working on updating all areas of our Website to ensure we are providing you with the most up to date information. In the meantime – we ask for your patience and refer you to the confirmation emails you receive. This is where we are reporting the most up to date pertinent information regarding your appointment and/or your order.

FAQs

Click on the question for the answer.

Faqs during covid-19

Are you open?
Good news! Our studio will be opening for photography on June 1, 2020. To make an appointment, please click hereAt this time, only individual portrait sessions will be offered and no walk-ins will be accepted.

If you are looking to book a retake or digital portrait session, please live chat with us. 

If you are looking to pick up an order, or need in-person assistance, please contact us before coming to our studio. 

Although we haven't been photographing, we have been working hard behind the scenes to fulfill orders, answer questions and help our schools prepare for convocation. To read more about what we have been up to, as well as what we are doing to keep our studio safe for guests and staff, please visit our blog here: 
https://www.blog.artona.com/post/reopening


What measures are you taking to ensure that it is safe to come to your studio?
The safety of our guests and staff is our highest priority. To read about the safety measures we are taking, as well as what to expect at upcoming sessions, please visit our blog here: https://www.blog.artona.com/post/reopening
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/reopening
Can I still place an order?
Yes! You can definitely still order during COVID-19. You can order graduation photos here and school day photos here.

Even though our studio has been closed, our production team has still been working hard behind the scenes (at a safe distance) to complete orders as quickly as possible. Our normal processing time is 4-6 weeks but please allow up to 8 weeks during this time.

If you have any trouble logging in, or any questions about ordering, please contact us by live chat here or by email at csr@artona.com
How can I order a yard sign?
To order a yard sign, please log in to your account, then use the blue navigation button on the bottom right hand corner to make your way to the Specialty Products page, which is right after the frames. Once you're there, scroll to the bottom and you'll see the yard sign options.

The yard signs are 13.625” x 23.875” with a 12x18 image and there are three styles to choose from. The sign also includes an H frame for you to put on your front lawn, or anywhere you want to display it. If you live in an apartment, you can hang your sign in the window! Prices start at $20 plus tax and processing. The current estimated shipping time for yard signs is between 2-4 weeks.

Congratulations on your upcoming graduation!
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 csr@artona.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. 


Miscellaneous

Do you sell Zaino Products?

Yes, Artona sells Zaino products! Please contact Michael at 604-723-6944 or mrak@artonagroup.com 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

Satisfaction guarantee, order cancellation/change & return policy

What is your return policy?

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, for exchange only.

What is your order change or cancellation policy?

Order Cancellation/Change:

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?

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.

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Need Help?

Please feel free to contact us if you have any questions.