FALL Ordering FAQ

What if I do not prepay for my child’s photos?

You will receive a second chance flyer with your student’s web order number a few weeks after picture day. You can use that code to view and order online. Or you can place an order using the Pre-Pay password given on the original flyer. There will be a shipping fee charged after picture day passes.

How long will my student’s photos be available online?

We keep the photos for about a year. They will be available at à la carte pricing.

I purchased a digital download how do I retrieve it?

This depends on when you placed your order. If this is a prepaid order, made on or before picture day, you will receive your User ID and Password with your package when it is mailed to the school. If you placed it after picture day using a proof or a second chance flyer, you will receive an email with the download.

What is your standard shipping time for prints?

Processing and shipping usually take between 4 - 5 weeks.

Why is there a shipping charge on my order?

Once picture day has passed, the orders placed online and mailed in are considered late orders. We process these orders individually and mail them to your home as opposed to the school with the rest of the orders.

My student needs to have their pictures retaken. What do I do?

Send the photos to school with your child on retake day. The photographer will collect them. We will then take another photo and send you a new package.

I am unsatisfied with my package. How do I receive a refund?

You may print and complete the return form and send in with your package to the below address. If the retake session has not passed at your school you may also return the package and form to the school on retake day.

***Additionally you may contact the customer service department to have a pre-paid envelope and return form mailed to you***

Our Mailing Address: P.O. Box 1928 Saint Augustine, FL 32085

What is your standard delivery time for digital images?

Digital orders are checked for accuracy and color corrected by our Lab in the order in which they are received. You will receive your digital image in 1 to 2 weeks. If you order the digital image with a package then you will receive it with your photo order in 4-5 weeks.


SPRING Ordering FAQ

Can I view a proof of the class photo?

No, the group photos cannot be proofed because it is a photo of every student in the class.

What do I do if my student didn’t get their photo taken and I prepaid online?

You can let us know that your student was not photographed and we will give you a full refund.

I do not really like the photos. Will there be retakes for my child?

Unfortunately, there are no retakes for spring photos. If you are unhappy with your photos, you are more than welcome to return them for a full refund.

I want to view my child’s photos before paying for them. Is this possible?

You will not be able to view your image before purchase in the spring. These are prepaid pictures. If you are unhappy with the package you have received, please return it for a refund.

What is your standard delivery time for digital images?

Digital orders are checked for accuracy and color corrected by our Lab in the order in which they are received. You will receive your digital image in 1 to 2 weeks. If you order the digital image with a package then you will receive it with your photo order in 4-5 weeks.

I am unsatisfied with my package. How do I receive a refund?

You may print and complete the return form and send in with your package to the below address. If the retake session has not passed at your school, you may also return the package and form to the school on retake day.

***Additionally you may contact the customer service department to have a pre-paid envelope and return form mailed to you***

Our Mailing Address: P.O. Box 1928 Saint Augustine, FL 32085


SENIORS FAQ

WHAT DO I DO IF I HAVE NOT RECEIVED MY APPOINTMENT CARD?

Go to the Appointment section of the site and get your login code. This will allow you to see the dates available to you. If you have troubles logging in, please call our Senior Department for help at (888) 224-5045.

DO I HAVE TO PAY WHEN I SCHEDULE? ONCE SCHEDULED, CAN I CHANGE MY SESSION TYPE?

You will be asked to pay the “Sitting Fee” when you schedule. However, this does not include prints that you may choose at a later date. You will have the opportunity to upgrade your session type at the time of your appointment.

I MISSED MY APPOINTMENT, WHAT DO I DO? WILL I BE CHARGED?

You will automatically be rescheduled for retakes. Please check with your school for their yearbook cutoff date. You will not be charged for missing your appointment.

HOW WILL I KNOW THAT MY PROOFS ARE IN? HOW LONG DOES IT TAKE?

When you arrive for your appointment, we will ask you to sign in and provide an email address. An email will be sent to that address once your proofs are posted. It takes about 3-4 weeks for your proofs to post online (or to receive a proof book if you order one).

HOW LONG DO THE PHOTO SESSIONS TAKE?

It takes about 15-20 minutes for formal yearbook photos ONLY. Our Multi-Pose Sessions (Value, Designer, Ultimate) can take up to 2 hours.

ARE ONE-ON-ONE SPECIALTY PHOTO SESSIONS AVAILABLE?

Yes, but only at our St. Augustine location. For more information on the Vogue and Boutique sessions, please email socialmedia@leonards.com.

DO I GET TO CHOOSE THE FORMAL POSE THAT WILL BE IN THE YEARBOOK?

You can choose the pose up until your school’s set deadline. After that, we will choose a pose for you. We recommend you choose one as soon as your proofs are posted.

WHAT SHOULD I WEAR? CAN I BRING PROPS?

Guys please wear a PLAIN white t-shirt for your formal photos. We will provide the tuxedo.

Girls bring a spaghetti strap shirt and we will provide the Black Drape. Remember to bring any pearls or special necklace that you would like in your pictures.

Guys and Girls bring a wide variety of garments for your clothing changes, including dressy and casual. Don't forget to bring any props including musical instruments, sports equipment, and uniforms. We encourage you to bring anything that highlights your interests. This photo shoot is all about you!

There are style ideas in our Pinterest page!

CAN MY FRIENDS BE IN MY PICTURES?

Yes! It is up to you to coordinate your appointment time. Family is welcome too!

WHAT HAPPENS IF MY OUTDOOR SESSION IS RAINED OUT?

If it happens to rain when you are scheduled to have your outdoor photos taken, you can either choose another scene or we will schedule a future time for you to come back for the outdoor session.

WILL MY PICTURE BE RETOUCHED? CAN I PAY FOR ADDITIONAL RETOUCHING?

We provide "Blemish Free" retouching for all pictures ordered and it is already included in the price. We do provide additional retouching options such as whitening teeth and eyes, removing braces, removing tan lines, and other additional options.

HOW CAN MY PICTURES BE CONSIDERED FORUSE ON YOUR WEBSITE, FACEBOOK, OR MARKETING MATERIALS?

All you will need to do is fill out a Model Release form and sign it! If you are under 18, you MUST have your parents or guardian sign it. You can get a model release form at your photo session or download it here. Please turn it in at your session or mail it in to us at the address listed at the bottom of the form.