Frequently Asked Questions

How can we help you?



Safety Protocols

Edge Imaging procedures allow students to remove their mask while being photographed. However, some boards/schools may have different rules and require students to keep their masks on during their photo session. Please refer to the communications sent by your school for more information.
Edge has implemented a new photography set-up and new procedures to ensure social distance compliance:
  • Photographers are educated and tested
  • Edge staff supplied with PPE/instructed how to properly wear it
  • Wayfinding signage in use to instruct staff and students where to walk
  • We’ve eliminated our pre-pay program so students no longer hand order forms to photographers at the camera; instead, parents can purchase photos after photo day online
  • We work with each board/school and local public health authorities to ensure we are compliant with vaccine directives
By ordering online, we are reducing the number of touchpoints of physical items going through the school, therefore reducing the likelihood of spreading COVID-19. The online ordering site also ensures a faster turnaround on your order.
Yes. Give our customer care team a call and they will happily help you place your order! You can reach us at 1-888-416-3343, by email at customercare@edgeimaging.ca or by using live chat during business hours on edgeimaging.ca.
Don’t worry – you’ll still receive your photo package! If your school has closed, we’ll hold off on printing your order until the school reopens. At that time, all ship-to-school orders will be printed and delivered to the office.

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Ordering Information

  1. Take advantage of our mobile-friendly online ordering site edgeimaging.ca/order. Log in to receive special perks like special pricing and extra products to choose from!
  2. Place your order over the phone with one of our customer care members. Simply give us a call at 1-888-416-3343. We’re happy to help!
Please contact us with your child’s job code and subject ID if you have a friend or family member who would like to purchase their own set of photos, and we will set them up with their own login codes. This is to prevent address mix-ups and ensure that each photo package arrives at the correct home.
Yes! We’ve completely redesigned our online ordering site to have mobile-first functionality. It’s easy, convenient, and secure to order on any device.
As a security precaution, your portrait code and pass code are required to view your child’s photos online. You can securely find your login code(s) for every year photographed by Edge at edgeimaging.ca/lookup. Alternatively, you may send us an email with your child’s full name, school name, city/town, and student ID number. Your school can provide the student number if you don’t know what it is.
Visit photoday.edgeimaging.ca and type your school name in to find out when your original and retake photo dates are. We encourage you to sign up for email reminders and notifications so that you’re never left behind.
Each purchased photo, digital or printed, goes through our exclusive EdgeEffect™ process, ensuring every portrait we deliver has exceptional, vibrant colour. Your code and the instructions on how to download your digital photo(s) will arrive by email once all the orders from your school have been processed and printed (fall or junior milestone photo orders only). This code will allow you to download the digital version of all your photos.
Yes! What sets Edge apart from the competition is our ability to securely archive students’ photos. To order this year’s photos after the due date, order online at edgeimaging.ca/order and select the “ship to home” option. If you require online codes from previous years, please visit edgeimaging.ca/lookup. To order from previous years, give our customer care team a call at 1-888-416-3343.
If you have three or more children in the same immediate family, living at the same address, in schools that are photographed by Edge, you only pay the full price for the first two children. Additional children’s photos are no charge. All your packages must be of the same value and taken within the same school year. The Family Plan applies to elementary and high school day programs only. Discounts cannot be applied to orders made in previous years; all three (or more) sets of photos must be ordered all together or within the same school year. You may obtain a single-use online code by visiting edgeimaging.ca/familyplan or call our customer care team at 1-888-416-3343 to qualify. Please note, all codes are verified and will be sent within 48 hours of the request.
Family Plan is now available online! Please visit edgeimaging.ca/familyplan and fill in your details to obtain your single-use personalized code. Please note, all codes are verified and will be sent within 48 hours of the request. All packages must be purchased in a single transaction online. Alternatively, you may contact our Customer Care team at 1-888-416-3343.
For order discrepancies, please contact a customer care representative at 1-888-416-3343, through live chat during business hours at edgeimaging.ca, or send an email to customercare@edgeimaging.ca. We will have the corrected package reprinted and shipped to your home or school as soon as possible.
We accept cash, Visa, MasterCard, American Express, Visa Debit, money orders, cheques, and payments through Sezzle.
No. Tax will be automatically added to online purchases.
Sezzle is a payment solution that gives you the freedom to buy now and pay later – with no interest! Your purchase is broken up into four equal payments over a six week period with absolutely no extra cost or interest. When you complete a purchase with Sezzle, we will process your order just like you paid in full, but you will have only paid a fraction of the cost. Please visit the Sezzle FAQ page for further details https://shopper-help.sezzle.com/hc/en-us
Operating Systems Apple– Select System Preferences from the Apple menu, then click Software Update to check for updates. If any updates are available, click Update Now to begin install. You might be asked to enter your administrator password. It will require a restart.
Microsoft– Select the Start button, and then go to Settings Update & Security, and click Windows Update. If there is an update download and install; it will require a restart.
iPhone – Go to Settings, select General, and then tap Software Update
Android– Open your phone’s Settings app; near the bottom, tap System, then Advanced and then System Update. You’ll see your update status. Follow any steps on the screen.

Browsers
Google Chrome– Open Chrome; at the top right, click More, and finally Click Update Google Chrome. Important: If you can’t find this button, you’re on the latest version. Click Relaunch.
Microsoft Edge- Open Microsoft Edge, open the menu in the browser by clicking the 3 dots in the top right of the screen. Hover over the Help and Feedback menu item, a sub-menu will appear, Click About Microsoft Edge. The About screen for Edge contains some information about Edge and will also cause Edge to check that it’s up to date. If it finds that there is a newer version of Edge available, it will download and install the update. You will need to restart the browser for the update to be complete.
Firefox– Click the Menu button. Find Help and select About Firefox. The About Mozilla Firefox window opens. Firefox will check for updates and download them automatically. When the download is complete, click Restart to update Firefox.
If you’ve spent more than $32 per student on a school day photography program, you qualify for a free bonus 2022 calendar! Simply enter a code at checkout, and your calendar bonus will be added to your cart and arrive with your photo package. Please note, these are design variations for Elementary and High School programs. Please enter code ‘FREECAL1’ for Elementary or code ‘FREECAL2’ for High School.

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Retakes

Simply download our permission form, fill it out, and have your child bring it to school on retake day. They’ll need to show it to their teachers to be able to leave class for their retake. Please note that, due to the ever-changing situation around COVID-19, some schools may ask you to send in an email request versus a physical form; and some schools may not be hosting retake days this year. Visit edgeimaging.ca/photoday to see whether we’ll be at your school for retakes.
Absolutely! You’ll be able to choose from the photos taken on your child’s original photo day or their retake session. The choice is yours!
For ease of ordering, students’ retake photos will be available online using the same portrait and pass codes that you used to access their original photos. In some cases, you may need to clear your browser history in order to be able to see the retake photos.

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Retouching

Standard retouching helps to remove blemishes on your portrait. Premium retouching helps to removed blemishes as well as whitens teeth, removes shadows under the eyes and even food from a morning snack. For additional retouching please email customercare@edgeimaging.ca or call Customer Care representative at 1-888-416-3343 for a quote.
We do our best to include your retouched photo in your yearbook. Your retouched image will be used if your package and retouching have been ordered before we send the yearbook photos on to production. For more information, please call our customer care team at 1-888-416-3343.
You will have to return your complete photo package back to us after consulting with a member of our customer care team. Although we will reprint your photo package at no cost to you, you will be charged the retouching fee, as well as a shipping & handling fee.

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Group Photos

We sure hope so! However, Edge will continue to prioritize safety of students and staff first. With the need for social distancing, group photos will vary from school to school. Your school may have opted for an alternative group photo product for students or booked us to come back in the spring to take a group picture at that time.
We send group photos separately from individual photo orders. Class photos will be distributed by the teacher to each student in the class.
Group photos vary by school. Communication will be sent via your school regarding group photos.
This varies by school. If your school typically receives a group photo, one will be provided for each student in the class, regardless of whether they are in the picture.
If a group photo was taken of your child’s class, yes, you can! You may order a premium group product of your child’s class group photo online at edgeimaging.ca/order. Premium group products are available for purchase as a standalone item, or as an add-on if purchasing a photo package/product.
You can order the group photo online at edgeimaging.ca/order, under the “specialty” tab. Please note that for the privacy of the students featured in the image, you won’t see a preview of your child’s class photo, but a sample class photo instead.
No problem! If you prefer your child’s picture not be distributed (in a group or individual photo), your child should NOT be photographed on photo day (in group or individual). Inform your child’s school of your preference so they can ensure your child does not have their photo taken.
  • Your child’s school does not take group photos.
  • Your child was not present on the day the group photo was taken and may not be linked to the image.
  • Your child’s class group photo has not been taken yet. Photo day may not have happened yet, or your school prefers to have group photos taken on retake day or in the spring.

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Graduation

There are two ways to sign up for your graduation portraits. Your school may have sign-up sheets in the office, or you may be able to book grad appointments online at bookmygrad.ca with your school code. A digital flyer will be available to provide you with detailed program information. We encourage students to book their appointments early as spaces fill up very quickly.
Please call our customer care team at 1-888-416-3343 to pay with a credit card.
The fee paid at the camera covers the cost of your photo session and your premium proof booklet. Depending on your school, the sitting fee may also include a graduation class composite. If you are receiving a composite, it will be delivered to the school before the end of your school year. Your sitting fee does not cover the cost of any printed photos.
We recommend wearing a white collared shirt, with a tie if you’d like. Your session may also include casual shots – check your appointment notice or school office for details. For more information on what to expect from your graduation photo session, watch this video.
No, however, we are taking special measures with gowns during the pandemic. As always, Edge Imaging takes measures to ensure the safety of students being photographed. In addition to our well-trained staff and a clean environment, we are following the same protocol as the Retail Council of Canada and local public health authorities with regards to gowns. Each gown is used by one student and staged for a minimum of 24 hours before it is reused. Gowns are optional; students may be photographed without a gown – we suggest a white collared shirt and a solid-coloured tie for a traditional look, or wear something that shows your personality – it’s up to you!
As part of our commitment to protecting students’ health, Edge will not be providing props during your photo shoot. Please feel free to bring your own flowers, books, etc. to be photographed with during your graduation photography session.
An email will be sent to you after retouching is complete, approximately three-four weeks after your photo session. This email will include the portrait code and pass code that you require to order online. You will also receive a hard copy proof booklet in the mail.
Each high school or university graduation portrait you order from Edge Imaging is manually retouched by a professional retouching artist. Premium retouching of facial blemishes is included at no additional charge – it’s our gift to you! Advanced retouching is available for braces, etc. Please contact us for details and pricing at 1-888-416-3343.
If a retake is scheduled at your school, you will have to book your appointment at your school or online at bookmygrad.ca as our customer care department does not have a schedule. Please note that we are unable to control whether it is your retake or original photo which appears on the class composite or yearbook.

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Shipping

Photo orders with standard shipping selected are shipped through Canada Post. They are the ones who determine the cost of shipping to your home from the Edge Imaging lab in Burlington, Ontario.
At this time, free shipping is offered only on ship-to-school orders. Keep an eye on your inbox, though, as we may send out limited-time special offers on free shipping from time to time.
If you are placing an order for school photos after the due date listed on your proofs, you must have them shipped to your home.
Shipping your photo order for free to the school may take as long as seven-eight weeks from the day you place your order. This is because we don’t start printing photos until all orders have been collected, after the due date.
At this time, for everybody’s safety, we are not allowing visitors in the office.

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