FAQs

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Faqs during covid-19

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/safety-at-our-studios
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. 

Before your session, please complete the form here: https://www.blog.artona.com/covid-19. You can use either a computer or mobile device. 
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

Booking for grad 2022

How do grad photos work?
Graduation is a huge achievement and you deserve to celebrate it with photos. Getting your grad photos with us means you get to be in the yearbook, on the wall composite at your school and have something other than a diploma to show for your accomplishment.

For high school grad photos, 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 read our full deposit policy here.

During your session, you get to take photos in your own outfit and with the traditional cap and gown (that we provide) with a number of different backgrounds. You can also take a friendship and/or family photo with up to two people each. We have a bunch of different props you can use (like the 2022 sign) but you can also bring your own props to be photographed with. 

Once the photos are taken, we'll upload them online to a private gallery within 5-7 days. From there, you can choose your yearbook photo, place an order and apply the $60 deposit like a credit. Digital image orders (without retouching) are sent within just a few days and all other orders are processed and shipped within 4-6 weeks from our main studio in Vancouver, BC. We will send your yearbook photo to your school, as long as you select your favourite pose before the deadline.

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
I am a wheelchair user. How accessible are your studios?
The main floor of our Vancouver studio is fully accessible for wheelchair users. However, there is a flight of stairs between the main floor and where the group photos take place. If you are a wheelchair user coming to our Vancouver studio for group photos, just let us know ahead of time and we can plan to take group photos on the main floor. 

Our mobile studios are also wheelchair accessible with a motorized wheelchair lift. Please visit our blog to see what the lift looks like and how it works. If you are a wheelchair user requiring the lift at one of our mobile studios, please let us know at least one week before your session so we can ensure it is ready to go. 
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?
Yes. This will be our third year of Silent Night — our sensory friendly graduation portrait sessions. Please visit our blog for all the details: https://www.blog.artona.com/post/silentnight
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!

Preparing for grad photos

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've had students bring trophies, sports equipment, jerseys, shoes, books and even food!
Can I bring friends or family to my grad session?
Taking your graduation photos is an exciting and memorable experience, so we know how important it is to have friends and family there. You can take a friendship photo with up to two friends and/or a family photo with up to two family members.

If you are interested in having a larger family or friendship photo, you can now book a separate group session.

Ordering grad 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 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.

If you aren't sure what your specific deadlines are, you can also look at page 2 of your booklet. All the key dates related to your grad portrait session are listed there.

Receiving grad 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 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. 


Policies

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, in original packaging, 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.

School day photos

Do you have different backgrounds for school photos?
Yes! We now have over 35 different backgrounds for students and families to choose once the images are online. 
How long does it take for school pictures to be delivered?
Digital downloads without retouching are sent to your email right after check out. This is the fastest option and the digital file includes the full copyright, so you can have it printed anywhere you like.

If you ordered prints, you can expect to receive your package within about 2-4 weeks. If you aren't sure if your package is being mailed to the school or to your home, please search your school's name at https://www.artona.com/schools/find, then scroll down to the ordering timeline. 

What safety measures are you going to take at photo day?
The safety of our students and staff is our highest priority. To read about the measures we will be taking on photo day, please visit our blog here: https://www.blog.artona.com/post/safety-at-photo-day
I am not attending school in person but I still want a school photo. What can I do?
We will be offering school photos at our main studio in Vancouver in November 2021 — no sitting fee required. Please visit our blog for more information: https://www.blog.artona.com/post/instudioretakeday
How can I select my yearbook photo?
Good news — all secondary students now have the option to select their yearbook photo on our site. Please visit our blog for all the details: https://www.blog.artona.com/selecting-yearbook-photos
How can I order school photos?
Please log in here using your secure online code. To know if your order would be shipped to the school or to your home, please search your school's name here and scroll down to the ordering timeline. 
What is my online code or keyword?
For most of our schools, the online code is the student number + birth date. For example, if your student number is 12345 and your DOB is September 8th, the online code would be 1234508. 

Do you attend a school in Surrey? Your online code is different. It is the student number + last two digits of your PEN. If you aren't sure what your PEN is, you can find it by logging into MyEdBC, or by contacting your school.

Do you attend a school in Delta? Please be sure you are using your new student number + birth date.

If you have any trouble accessing your account, please click the Live Chat button here, or let us know.
When is photo day at my school?
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. Please note that this does not apply to weekends. If your photos are taken on a Thursday or Friday, they will be uploaded on the following Monday.

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

Id cards

I lost my ID card. How can I get it replaced?
You can request a new ID card through the office at your school or order one directly on our website by logging in here
I work at a school and need to request a new ID card. How can I do it?
Please see our ID Card Guide for full instructions. If you have any questions or need more assistance, please reach out to Curtis at curtist@artona.com

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