FAQs

Booking

How do I book an appointment?
Booking an appointment is easy! Just click on the "Book Now" button at the top of the screen and follow the steps. If you need more assistance, you can read the full instructions on our blog here.

Don't see a date or time that works for you? Get in touch with us and our customer service team will be happy to help you find an appointment that fits your schedule.
When should I book my Graduation Portrait Session?

Your school's Graduation Portrait Session dates can be found by clicking on "My School Info" at the top of this page.  Appointments become available approximately two months prior to these dates.  Please note that reservations are on a first come first serve basis.

What is a Group Portrait Session and how do I book one?

A Group Portrait Session is a separate photo appointment that you can book for you and up to 14 friends. Group photos are for a minimum of 2 people and a maximum of 15.

To book a group appointment, click on the "Book Now" button at the top of the screen and follow the steps. You can also read more about how to book appointments here.

Can I book my Group Portrait Session and Graduation Portrait Session on the same day?
Group Portrait Sessions are usually held a week before or after your Graduation Portrait Session. This ensures no overlap between session times which can cause double bookings.
I need to change my appointment time.

If you would like to view or modify your appointment, please click here.  

Be sure to have your booking confirmation number ready. You can find this in the original confirmation email with the subject Artona Grad Photo Appointment Confirmation. Please note that appointments can only be changed up to 24 hours before. 

Preparing

What if I graduate from UBC in November?

If you are photographed between September and March of the school year, you will be included in that year's class composite presented in May.  Please confirm with your department representative or Artona's customer service team if you have any questions.  

Will Artona provide make-up for my session?

Artona does not provide hair or makeup services at this time. You are more than welcome to bring your own makeup and apply touch-ups at our vanity station. 

If I have a pet, could they be part of my session?
Yes! We love having friendly pets in our studio. If you have an exotic pet, we kindly ask you to contact us in advance. 

Is there parking available during my Portrait Session?

Unfortunately, we do not have reserved parking. Click here for our parking tips. 

Do I have to bring anything with me to my Portrait Session?

Please remember to bring your deposit, any photo props or additional changes of clothing. Your $60 deposit can be paid by Cash, Debit, Credit or Cheque.

We will provide the graduation cap and gown, so don't worry about that.

For more ideas on how to prepare, check out this blog post. 

What should I wear for my Portrait Session?

Your Graduation is a formal achievement! We recommend that you show up in formal clothing in honour of this event. As the photo session consists of various styles (from head and shoulder to full length), it is suggested that students dress accordingly. Dark and solid colours work best.

Check out our How to Prepare GuideLook Books and this blog post for outfit ideas!

Can family members, a significant other or close friends be part of my photography session?

All Graduation Portrait Sessions include one Friendship Shot or one Family photo.

The Friendship Photo allows you to bring a maximum of two additional people for one of your photos.

The Family Photo will be a photo of you and your immediate family - maximum of 5 members, including yourself.

Please let your photographer know at the start of your session if you are requesting a Friendship or Family photo .

What time should I arrive for my session?

Please arrive 15- 30 minutes before your scheduled appointment to sign in and prepare for your photo session.

Clients who arrive late for their appointments may need to be rescheduled. 

You can find directions to our Vancouver studio by clicking here.

If I have a prized-possession or a favourite item, could I use it as a prop in my portraits?

Feel free to bring personal items to be used as props. As long as it can fit in our studio (and it’s not offensive or inappropriate!) you are more than welcome to bring it in.

Check out this recent blog post for prop ideas!

How long do portrait sessions take?

Individual Graduation Portrait Sessions take approximately 45 minutes to 1 hour.

Group Portrait Sessions generally take 10-15 minutes. Times may vary depending on the size of the group.

What does it cost for a Graduation Portrait Session?

For high school Graduation Portrait Sessions, we do not charge a sitting fee but there is a $60.00 deposit required when you register at your session. The deposit releases your photo previews online (you will be emailed a secure Customer ID and password), and customized Photo Preview Booklet (mailed to your home address within 2 weeks of your photo session).

For high school and university Group Portrait Sessions, there is a charge of $15 per person for 1 digital download image; or you can select 4 digital download images for $20 per person.

For university Graduation Portrait Sessions, there is a $60.00 deposit required as well as a $15.00 sitting fee when you register at your session. The deposit releases your photo previews online (you will be emailed a secure Customer ID and password), and customized Photo Preview Booklet (mailed to your home address within 2 weeks of your photo session).  The $15 sitting fee is collected on behalf of your school or faculty and is non-refundable.  As long as you order within 90 days, your $60 deposit will automatically be applied to your order online.  

How do I take transit to Artona?

Our Vancouver studio is located close to West Broadway and Cambie.

If you are taking the Canada Line, you can get off at either Broadway City Hall or Olympic Village. We are less than a 10 minute walk from both stations. 

You can also take the Expo Line to the Broadway and Commercial station, then take the 99-B Line and get off at Cambie. 

For further directions, please use www.google.ca/transit.

Ordering

How can I place an order? Can I place an order over the phone?

All orders can be placed online. Please click here

If you would like to place your order over the phone, please get in touch with us to arrange a telephone appointment with a member of our sales team. 

Do you offer an Extended Payment Program or installment payment plan?

We offer a 30-60-90 Day Interest-Free Layaway Plan. Simply provide up to three equal payments by Cheque, Visa, Mastercard or American Express, payable to The Artona Group Inc.

Orders will be released 10 days after your LAST payment.

For payments by personal cheque, the order will be released 10 business days from the date of deposit given the cheque is in good standing. There will be a $45 administration fee for any returned cheque or declined credit card.

I missed my order deadline, can I still place an order?

If you missed the order deadline stated in your Graduation Portrait Session Portfolio Preview Booklet, you are still able to place an order. The $60 deposit you paid to Artona is valid as a credit towards your graduation order 90 days from the day you were photographed. We keep graduation photos on file for 4 years.

For School Day Photos or Convocation Portraits, we keep the images on file for 1 year. Once the year is passed, we no longer have the image. Please call into the studio to confirm whether or not the image is still available for purchase.

If I order online do I have to return my Grad Portrait Session Portfolio Preview Booklet?

If the order was placed online, you are more than welcome to keep your preview booklet as a memory of your Graduation Portrait Session.

Can I have retakes done? How do I book a retake appointment?

Yes. If you are not happy with your original photographs, we can definitely book you in for a retakes. Please note that retake fees do apply.

After your retake session, the new images will be uploaded to your online gallery within 5-7 business days. You will be able to view both your original and retake images. You can read more about how retake appointments work here.

To book your retake appointment, please get in touch and our customer service team will be happy to help.

When do I get to see my photos online and receive my Preview Booklet?

Your Graduation Portrait Images will be online through Artona’s website approximately 5-7 business days after your photo session. Graduation Portrait Session Portfolio Preview Booklets are mailed to your home address via Canada Post within 2 weeks of your photo appointment. When your booklet is being sent out, you will receive an email from Artona indicating that your Preview Booklet has been shipped.

How do I order photos from my Group Portrait Session?

Upon signing in for Group Portrait Sessions, you and your friends will decide whether the group would like 1 or 4 digital images from your photo session. Each group member will receive the same one or four images from the session. Copies of the digital image will then be emailed out to the Group Leader for distribution.

Additional poses and prints are available for purchase online on Artona’s website. When signing in for a Group Portrait Session, the Group Leader will provide Artona with their e-mail address. A secure Customer ID and Web Password will be emailed to the Group Leader for distribution. Should group members be interested in ordering additional group photos, they simply need to log in with the Customer ID and Web Password to view and purchase photos.

How much are packages, a la carte sheets, and specialty products and collages? What are your prices like?

Graduation portrait session prints start at $39.99.  You will receive a fully customized Graduation Portrait Session Portfolio Preview Booklet and login information to see what products and services are available for purchase. Packages and prices can also be found online once you login to your online ordering account.  There's no obligation to place an order, and your photo will be included in the composite and yearbook (if applicable) as long as you are photographed by your photo deadline!  

Remember that your $60 deposit is credited automatically online, or you can return the photos via mail within 30 days for a refund.  

Prices and package options vary depending on the type of session that takes place.  Here are some of the different types of photo session that we offer:
- high school graduation (at the Vancouver studio, mobile studio, and on location)
- high school commencement (at your graduation ceremony)
- high school school day photos (at the start of the school year for ID card and yearbook purposes)
- UBC graduation (at the Vancouver studio)
- UBC fraternities and sororities
- University graduation (at the Vancouver studio, mobile studio, and on location)
- University convocation (at your convocation ceremony) 


How do we view and order School Day Portraits from school picture day?

Our website allows you to order your School Day Portraits prior to photo day.  As long as you order within 1 week of photo day, Artona guarantees that your photos will be delivered to the student’s school before Retake Day.  

If you are not happy with your School Day Portrait order, you may attend retake day at your school.  After that, if you are not happy with your School Day Portrait, you may attend Artona’s in-studio retake day which takes place in our Vancouver location (in November) to have a final photo taken.

How do I Crop, add Borders , or change the Colour of my photos online?

Once an image has been dragged into a placeholder in your package, you can click on the image to ‘Enhance’ it by Cropping, adding Borders, and changing the Colour of your photo.

How do I Swap Sheets in my package online?

Swapping sheets is a way to customize your package by swapping one sheet size for another.

To Swap Sheets, first select a photo package you would like to  order. Once a package is selected, click on "Swap Sheets.” Delete the sheet(s) you are not interested in and ‘add’ your desired sheets from the bottom of the page. Once finished, you must click on "Done Swapping" before you can select which image is to correspond with each sheet.

Can I order just the 16 or 8-Image Session Portfolio Online?

To order the Session Portfolios online, proceed past the package choices by clicking on “No thanks, I’ll purchase photos A La Carte” located at the bottom right of the screen.

From the “A La Carte page” proceed to "Specialty Frames" and then to "Specialty Items” by clicking at the bottom right of the screen. On the “Specialty Items” page the Session Portfolio option is the first item; click to order this product.

How do I order Digital Images of my photo session? What resolution are the digital images?

Digital Images can be purchased, with or without retouching, on the Specialty Items page (after specialty frames).  Log in using your customer ID and password and click to the “Speciality Items” section of our online system.

Digital downloads are 2400x3000 px at 300 DPI and can be printed up to 16"x20"

1. You can purchase Digital Downloads of 5 or 10 images from your session.  

2. You can purchase a set of Digital Images which includes your portfolio of 2, 4, or 16 selected images (depending on where you were photographed) complete with a copyright release so you can print what you want, where you want, when you want.  

3. You can purchase a set of Digital Images on Disc which includes your portfolio of 2, 4, or 16 selected images, complete with a copyright release so you can print what you want, where you want, when you want.  Please note there is a surcharge for production of the CD.  

Social media downloads (included with some packages and not available a la carte) are 250 x 350 px at 300 DPI, these low resolution images are not suitable for printing but are great for social media, avatars, and email.


If I wish to place an additional order in the future, what is my deadline to do this?

For School Day Photos, we will have the image on file for one year. Please contact Artona as soon as possible to order school day images. Once a year has passed, we no longer have the image on file.

For Graduation Portraits, we keep the images on file for 4 years. If your online account is no longer working, please call into our studio to have your online account reactivated.

I have recently placed an order for Graduation Portraits online and now like to alter it. Is this possible?

Please understand that all orders go through several automated and custom stages during processing. There will be a $50.00 fee charged to track and change orders after they have been placed.

If you have questions or concerns about any orders, it is best to contact us directly prior to placing your order.

How much do grad photos cost for UBC? What are your packages and prices like?

Artona collects a $60 deposit when you register at your photo session.  The deposit releases your photo previews online and includes a customized photo preview booklet which is mailed home within a week.  

Your $60 deposit is credited automatically online when you place an order within 90 days, or you can return the photo preview booklet (via mail or drop off) within 30 days for a refund.  If you missed the order deadline stated in your preview booklet, you are still able to place an order.

There's no obligation to buy photos, and your photo will be included in the UBC composite and program yearbook (if applicable) as long as you are photographed by your photo deadline.  Visit artona.com to check your faculty and department deadline. The composite is created by Artona and provided to UBC for free.

You will receive a printed and customized photo preview booklet and login information to artona.com to see a variety of sample products available for purchase:

Graduation portrait session prints start at $39.99 per sheet, where a sheet is 1 8"x10" print, or 2-5"x7" prints, or 4-4"x5" prints, or 8 wallet-sized prints.  

Digital download packages start at $34 per image, based on a package of 5 poses.  These are high-resolution, copyright released images that you can reproduce or print wherever you’d like.  

Packages of 3 sheets or more start at $107.99; though these are pre-bundled online, there is a "swap sheet" function that allows full customization. For example, you can swap 1 sheet of 2 - 5x7 for 1 8x10 sheet within an existing package.  

Troubleshooting

I have successfully logged in, but now I am getting an error stating that my account contains no photos?

In the event this does occur, and it has been more than 5 business days since your session, please contact us immediately and we will have our web team upload these images .

I am having trouble viewing all the items on the screen, how can this be fixed?

The first thing you will want to try is to locate the scroll bars on the page. There are horizontal scroll bars at the bottom of the screen, and a second set located just above the black bar containing your photo previews. There is also a vertical scroll bar located on the right of the screen.

If using these scroll bars are ineffective and the problem persists, the next step is to increase the current screen resolution in your display settings: right-click on the computer Desktop and select “Properties” on the menu that pops up. Once the Properties window opens up, proceed to “Settings” by clicking on the corresponding tab at the top right of the window. Finally, from this tab you may use the line bar located under “Screen Resolution” to increase the current resolution. Try to use a setting of at least 1024x768 pixels.

What do I do if I don't have / forgot my Customer ID and Web Password?

Please note that the information used to access your graduation images online is different than the information used to access Artona’s online booking system.

Your Customer ID and Web Password can be found in two places. It is on Page 1 of your Graduation Portrait Session Portfolio Preview Booklet (mailed to your home address within 2 weeks of your photo session), and also in the confirmation email sent to you after you have signed in for your portrait sitting. If you do not have this information, please call our studio for assistance.

I reset my Web Password and cannot remember what it is!
If you’ve reset your password and cannot remember what it is, try logging in again with the original  password Artona had sent you. You can  try resetting it once more before calling  the studio for assistance.
My Customer ID, Web Password and/or Coupon Code is not working!

Your Customer ID and Coupon Code are case sensitive. Please ensure you are entering it exactly as it appears in the proof booklet and/or email. 

If you are still having trouble, you can try resetting your password by clicking on the “Can’t find your password?” link below the log in boxes and provide the email you used when registering on the day of your portrait session.

If by chance there are any other issues, please do not hesitate to get in touch

How do I build my Artonamoto (Animoto) video slideshow?
Please view Animoto's help centre here: https://help.animoto.com/hc/en-us
This service is no longer offered.

Billing

How do I apply my $60 Deposit?

If you are ordering online, the “$60.00 Coupon Code” will automatically be applied  during the Checkout process. Should this not occur your coupon code can be found on page 1 of your PreviewBooklet and also in the confirmation email upon registering. Entering the Coupon Code will automatically deduct $60 from your order.


Can I make Post-Dated Payments towards my order?
Yes. We have a 30-60-90 Interest Free Layaway Plan that can be paid with credit card or cheque. Please get in touch with us to arrange a payment plan.

Order processing times begin after the order has been paid in full. 
If I'm not ordering photos, how do I get my deposit back?

If you're not interested in placing an order for Graduation Portraits, simply return your Graduation Portrait Session Portfolio Preview Booklet within 30 days to Artona for the refund of your deposit.  Please note that the refund period for your deposit is 30 days from the day you receive your Preview Booklet. Please note that after 30 days from the day you receive your Preview Booklet, the deposit is not valid for a refund, but it is still valid to apply to an order.

I paid two $60 deposits, but can only deduct one. How can I get my money back?

As there will be a surplus of $60 in your account from your second deposit payment, our Accounting department will make adjustments and refund your credit card or write you a refund cheque for $60.00.  The refund cheque will be mailed out to your home address. Should you still not have your refund  when your photo order arrives, please contact us immediately.

What taxes are applicable towards my order?

Tax rates vary depending on your area of residence. Please click here for the most up to date tax rates set by the Canadian government that are applicable to your orders.

What happens if my Credit Card is declined or Cheque is returned?
There is a $45 administration fee for a returned cheque, or declined credit card.
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How long is my $60 Deposit valid for?
Your deposit is valid for 90 days after the day you are photographed to use toward an order. Please refer to your proof booklet for your specific dates. 


I placed an order online, but forgot to enter in my Coupon Code. What should I do?

Orders that do not have a deposit deducted will be flagged by our Accounting department. In the event a deposit was not applied where it should have been, our accounting department will issue a refund in the same manner payment was received. .Refund cheque will be mailed out to your home address. Should you still not have your refund when your photo order arrives, please contact us immediately.

I paid $75 at my photo session, but online is only deducting a $60 deposit. Can I get my money back?

Your payment of $75 consisted of a $15 sitting fee and a $60 deposit. The $15 sitting fee is collected on behalf of your school or faculty and is non-refundable.  As long as you order within 90 days, your $60 deposit will automatically be applied to your order online.  

Delivery

I cannot wait 4-6 weeks to have my package processed. Is it possible to have my order earlier?
Yes - rush services are available at an additional charge. Please get in touch with our customer service team to have your order rushed. 
Can I pick up my order and not pay the $12.99 shipping fee?

Unfortunately, no. All of our graduation photo orders are shipped directly to home, since we do not have the space to store orders for pick up. Plus, your photos are made just for you and we wouldn't ever want to get rid of any unclaimed photos! 

How long do I have to wait before I receive my Graduation Portraits Order?

Orders generally take 4-6 weeks for completion .  If you require your order earlier,  Rush Fees may apply.  Please call  our studio for further assistance.

I never received my School Day Photos. Where are they?
Please check your school's ordering timeline by clicking here. Enter the school's name in the search bar titled "What school are you from?", then select "School Day". This will take you to your school's page. Once there, scroll down to find the ordering timeline. 

If the orders have already been shipped to the school but you haven't received yours, please get in touch.
I placed my order and my selected shipping method stated a Delivery Time of 1-2 Days, but I still haven't received it?

All orders first require a processing period of 4-6 weeks from the day you order and payment is processed. Once your order is ready it will be delivered via your preferred shipping method which normally takes 1 to 2 business days.

Will Purolator (the shipping service provider) leave my order by the door, window or with my neighbour if I am not home?

We respect our customers' privacy and have a strict policy that prevents Purolator (the shipping service provider) from leaving customer orders unattended in an unsafe area and in which the package may be subject to damage from the weather.

If you are not at home during the time of delivery and there is no safe area to place your package, a note from Purolator will be attached to your door or mailbox with specific instructions on how to pick up your order from the nearest dispatch centre.

Family sitting

How many photos will be taken?
You will take 24 poses - 6 poses per room.  Sessions will be 30 minutes long.
Are we allowed to changed in between photos?
You are allowed to change into 1 outfit per room during the session.
Does everyone have to be in the photo or can we do different sets of people?
You can do different sets within the family (ex. Siblings only, Parents only, Mom and Grandma, etc. as as long as we maintain the pose count)
How do I book a Family Portrait Session?
To book a Family Portrait Session, please contact us for assistance. Family Portrait Session bookings are generally available between the months of March and August.
Can my pet come?
Pets are considered family and can do photos on their own too!
Can I bring any props?
Feel free to bring personal items to be used as props. As long as it can fit in our studio, you are more than welcome to bring it in! 

If children will be attending, bring their favourite item or toy, which can do wonders in front of and behind the camera. 

What else should I bring?
If children will be attending, please bring snacks and personal items (such as wet wipes, diapers and favourite blanket for infants and newborns). Having a toy to keep them occupied while they are not being photographed is a good idea. 

What should we wear?
Make sure that your outfit choices are comfortable and attractive. Choose coordinating colours within a colour scheme and use hues that complement each other rather than wear all matching colours. Layers, texture and accessories add dimension and personality. Limit loud patterns and avoid logos or text on clothing. 

Think about your home decor; do you like bright colours or neutral tones? If you plan to hang your photos in your home, make sure the colours of your clothes go with the colour scheme of your home. 

Yearbooks

How can I choose my Composite and Yearbook Pose in the Grad Portrait Session Portfolio Preview Booklet?
Yearbook and Composite Poses can only be selected online.
I missed my Composite and Yearbook Pose Selection Deadline, is there anything I can do?
Please contact us immediately to process your order. We will try our best to fulfill your composite and yearbook pose selection. Additional costs may apply. Please understand that when contacting us after the deadline to change your yearbook pose, your change of image is not guaranteed.
How can I choose my Composite and Yearbook Pose online?

The first time you log in to your online gallery and have viewed and chosen your favourite poses, click on the blue link on the bottom right to proceed. The first step that pops up will be choosing your Composite and Yearbook Pose.

Contact us to confirm or to change your yearbook pose. If it has passed your deadline date, we cannot guarantee your change of image.

If no image is selected online, the image selected at the time of the portrait session will be used.

Miscellaneous

How do I request a new Student ID/GoCard?

If the information on your Student ID Card/GoCard is incorrect, please speak to the administration staff at your school to have a new ID Card/GoCard produced.

If you have misplaced your Student ID/GoCard, there are two ways to obtaining a new one.

1 - Go to your school office to request a new Student ID/GoCard. Artona delivers GoCards to schools bi-weekly.

2 - If you need a new Student ID/GoCard immediately, you can get one from Artona directly. You will need to obtain an original Translink form (not a photocopy)from your school office, come down to Artona, and pay the $25 fee (Tax Included). The student requesting the Student ID/GoCard must be present and show a valid piece of Government identification with the students date of birth, as the GoCard is processed and printed on location.

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

University convocation FAQ: Q: Will you be at my convocation taking photos? Q: How do I access the photos that were taken of me on stage? Q: How much does it cost? Q: How is this session different then the other session offered for my grad photos? Q: Am I able to combine my individual sitting with my convocation account? Q: When do the individual on location sessions take place? Q: Am I allowed to have photos with my family? Q: How much is it to purchase the photos?

Q: Will you be at my convocation taking photos?

A: Yes, Artona will be on-location photographing during the ceremony at the following universities: TWU, KPU, U Manitoba, UFV, U Calgary, Capilano U, Langara, UVic, SFU, and Vancouver Community College.

Individual and family session before and after each ceremony are available on a walk-in basis at the following universities: TWU, KPU, U Manitoba, U Calgary, Capilano U, UVic, SFU, and Vancouver Community College.


Q: How do I access the photos that were taken of me on stage?

A: An email will be sent to the email address you have on file with the university within 1 week of your convocation day, as well as a print preview sent to your mailing address. If you don’t receive anything within 2 weeks please contact us.


Q: How much does it cost?

A: Photo previews from the ceremony are free, and if you would like to purchase them online you can login to view sheets starting at $32.  If you wish to have a 4 pose portrait session on your convocation day a $15.00 sitting fee and $60.00 deposit are collected during registration.  The $60 deposit is valid towards an order within 90 days or refundable within 30 days.  


Q: How is this session different then the other session offered for my grad photos?

A: The location and duration of the photo sessions are different; walk-in sessions are 5 - 10 minutes and include 4 different poses.  Students and families find these photo sessions convenient since the graduation regalia is already on and family and friends are present.  


Q: Am I able to combine my individual sitting with my convocation photos?

A: Unfortunately, we aren't able to mix and match the photos or products. However, if you are ordering photos from each account we can ship them together and save you a shipping fee.  Please contact us at csr@artona.com.


Q: When do the individual walk-in on location sessions take place?

A: Artona will typically have photo sessions before and after each ceremony, depending on the school ceremony times.  TWU, KPU, U Manitoba, U Calgary, Capilano U, UVic, SFU, and Vancouver Community College.  No appointments are necessary and photos will be taken on a first come, first served basis.  


Q: Can I have photos with my family and does it cost extra?

Yes, you can have up to 4 different variations of family photos, but due to the small pop-up studio sizes, we normally limit groups to 5 people at the following schools: TWU, KPU, U Manitoba, Capilano U, SFU, and Vancouver Community College.  U Calgary and UVic pop-up studios have group backgrounds to fit up to 15 people.


Q: How much do photos cost?

Artona offers a wide range of packages and products to suit our customers.  Convocation photo orders typically start at $35.00 to upwards of $200.00.  Please contact us for more specific information.






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