I can't get the gallery page to open.
If you have trouble with the link to view galleries, here are some options to try:
Make sure your popup blocker isn’t keeping the site from opening.
You will have better luck using Google Chrome as your browser.
Try using a different computer.
Use a computer instead of your phone.
Try copying and pasting this specific web address into your computer: https://vando.imagequix.com/B9WPF95
I've added to my cart but can't advance to payment screen.
This occasionally happens and we have no answers for this. It is a third party site and they haven’t been able to figure it out. I would try clearing your cache, use a different computer, use a different web browser.
What is my Online Code?
The Online Code is the student’s school ID number. If it starts with a zero, omit the leading zero. Code for family/children sessions determined by person booking session.
What email address do I use?
Any email address will work. Use the one that you want your order confirmation and receipt to come to.
How do I order?
Ordering can be done through our website by clicking the “Online Viewing & Ordering” link at the tob of the page. We recommend you read the Online Ordering Help section at the top of the page. Many questions will be answered there.
What if I pre-paid for an order and I am now ready to make my selections?
You will not be able to use the online gallery to complete your order. Instead, please email us the following information: Image #, the sheet size, and background color (if applicable). Please see the Price List tab for sheet size & background color options.
In the gallery, there is a list of months used to sort the events by the date taken. THIS DOES NOT APPLY TO SENIORS, FAMILIES, OR SCHOOL PICTURE MAKEUP DAYS. All family sessions will be one gallery named “Family & Children”. Seniors will be grouped into one category based upon their school and year. School makeup days will be merged into the original school picture gallery.
Do you collect/keep my payment information?
No. Ordering though the website is handled through a secure third party. They do not share any payment information with us. The words PHOTO CHECKOUT will appear on your bank statement.
Once uploaded, school/sports/events will have a one week due date for orders to be turned in. After the due date, you will only have the option to have it mailed. We will not process your order by itself. We will wait and collect groups of orders before we process them. Seniors/family/children orders will only be mailed.
There are so many galleries. How do I find my gallery?
Galleries are listed by date taken with the most recent listed first. Use the search bar at the top to help eliminate galleries that do not apply to you. Typical search words would be: senior, school name, sport (like football, baseball, etc.)
How long does it take to receive my order?
Anywhere from 3-4 weeks. This is due to the large volume of orders we receive and the amount of post-production that has to be done to get them ready for you.
Can I get my order faster?
Yes. Rush services are available for an additional fee. The expedited time applies to “business days”. This does NOT include Post Office deliver times or if there is a problem with your order and we are waiting for you to respond to our question.
How do I combine multiple kids into one order?
Do you retouch images?
If it is a senior or family/children order that WE are printing for you then yes, retouching is included. Digital files are NOT retouched unless it is one of the ones we printed for you. Retouching can be added for a fee to portraits, school, or sports images.
Why do images look fuzzy/low resolution when I am viewing?
We do not upload high resolution files for viewing. All orders will be produced from the original high resolution files.
Do you print images in your office?
No. We outsource to a professional print lab. The quality is so much better than we could produce.
How do I receive my order?
- Portrait orders (senior/family/children) – will be mailed to you.
- School/Sports – If ordered by a designated due date, you may choose to have them delivered back to the school without paying for mailing. Anything after the due date will be charged and mailed through the U.S. Postal Service.
How do you mail pictures without them getting bent?
We use cardboard mailers for all pictures and they are clearly marked “Photos – Do Not Bend”. They are also placed inside a plastic poly bag before being placed inside the mailer.
Can I pick up my order at your location?
No, we do not have a public location.
Do you sell digital files?
Yes. Files are high resolution. A full copyright release is included.
How are the digital files sent to me?
Depending upon how many and how large the file(s) are, we will either email them or upload them to Google Drive. If we use Google Drive, we will email you a link to access and download them. Images will only stay on Google Drive for two weeks so be sure to download them to your computer.
I received an instant download but it is not print quality.
Some digital items will automatically send you an email to download your digital file. THIS IS NOT YOUR ACTUAL, FINAL PRODUCT. It is very low resolution and not print quality. After we process your order, you will receive an email from email@example.com with your file(s). Orders take 3-4 weeks. We realize this is confusing but since we do not control the ordering software, this is the only way we can set it up so that it does not charge you a mailing fee if you are buying digital only.
What do I do with a .zip file?
If there are many files, they will be “zipped” into one file for downloading to your computer. The file will be named something like: yourname.zip Once this file has finished downloading, you will need to go to the location you downloaded it to and then right click it. Then select the option to “Extract All”. You should then be prompted to choose a location to save the final extracted files. Think of it like going on a trip. You pack everything (files) into a suitcase for easy transporting. Once you arrive, you “un-zip” your suitcase and unpack (extract) your files.
Why do I just get a voice message every time I call?
We may be helping another customer, are in a photo session, or it is after hours. If we are helping a customer, we will not put them on hold to answer another call.
Why do you not return calls?
We return every call unless:
- You didn’t leave a phone number, (which happens alot).
- Your message was garbled/unintelligible and we couldn’t understand you.
- You called but hung up and didn’t leave a message.
- We called you back but your voice mail is full and not accepting new messages.
- We called you back but your voice mail is not set up and cannot accept messages.
What is the best way to contact you?
The best way is to send us an email through the contact section of our site.
What is your policy on returned checks?
Returned checks are handled by a third party check collecting service, Cashflow Solutions, Inc. Under agreement with this service, checks are presented ONLY ONCE by our bank. If the check is returned after this first presentation, our bank transfers the check to Cashflow Solutions, Inc. for recovery and it is our of our hands. You will need to contact Cashflow Solutions, Inc to make payment and pay any additional fees. After they collect and process your payment, it is not immediately sent to you. We only receive payments from them once a week. The returned check fee is “at least” $30.00 per check. You can contact them at 1-800-460-0124 or www.followthefrog.com
How long do you keep files?
We keep our files going back for many years. If you’re missing something, chances are we still have it.