FAQ

Retakes

Ordering Information

Retouching

Group Photos

Graduation

Shipping


Retakes

How can I sign my child up for 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.

If I like my child’s original photos better than their retake photos, can I still order the originals?

Absolutely! You’ll be able to choose from the photos taken on your child’s original photo day or their retake session.

Ordering Information

What are my options for ordering?

  1. Take advantage of our redesigned, mobile-friendly online ordering site. You’ll even receive special perks like extra products to choose from, special pricing, and free shipping on orders over $50!
  2. Return your paper order form with payment to the school before the due date. You can also mail the order form and cheque right to our address.
  3. 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!

Can I share my child’s online codes with another family member so that they may order their own package?

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.

Can I order on my iPad or mobile device?

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.

What is the symbol Ø in my portrait code and pass code?

The symbol “Ø” in your portrait and pass code denotes the number zero.

When is my photo day?

Visit photoday.edgeimaging.ca and start typing your school name 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.

How do I qualify for the online order bonus?

No bonus code is required. If you’ve spent more than $32 per student, your bonus product(s) will automatically be added to your cart and arrive with your photo package.

How do I download my high-resolution digital photo?

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. This code will allow you to download the digital version of all your photos.

Why do I need to submit my payment before seeing any proofs?

This is because your school is on a pre-paid photo program. On this program, parents pay for their packages before photos are taken by filling out their paper order form and returning it to the school on or before photo day. Only one photo is taken, therefore no proofs are sent home. Learn more about this program here.

Can I order photos after the due date or from previous years?

Yes! What sets us 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. To order from previous years, give our customer care team a call at 1-888-416-3343.

What is Edge’s family plan?

If you have 3 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. You must complete an envelope for each child. The family plan applies to the elementary and high school fall 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 must complete the paper order forms or call our customer care team at 1-888-416-3343 to qualify.

Is the family plan available online?

No. Our family plan is only available when ordering over the phone or through the paper order forms.

I received the wrong package or pose; what should I do?

For order discrepancies, please contact a customer care representative at 1-888-416-3343. We will have the corrected package reprinted and shipped to your home or school as soon as possible.

Which payment methods do you accept?

We accept cash, Visa, MasterCard, American Express, Visa Debit, money orders and cheques. If you pay in cash, please send the exact amount for your order, as we are unable to provide change. We do not accept post-dated cheques. Returned cheques, post dated cheques and declined credit cards are subject to a $30 fee.

Do the package prices on my order form include taxes?

Taxes are no longer included on any of our order forms. It is up to the parent or student placing the order to calculate and include the correct amount of tax with payment through paper order forms. Tax will be automatically added to online purchases.

My child had retakes done; how do I view and order their photos online?

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.

Retouching

What is the difference between standard and premium 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.

Will my retouched image be used in my school’s yearbook?

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.

Can I get retouching done on my photos after I’ve already received my package?

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.

Group Photos

Why wasn’t my class photo included in my package?

We send group photos separately from individual photo orders. Class photos will be distributed by the teacher to each student in the class.

Are group photos complimentary?

The cost of group photos varies by school. If your school has typically received complimentary group photos in past years, we will continue to provide a printed group photo free of charge.

If my child missed photo day, will they still receive a class group photo?

This varies by school. If your school typically receives a complimentary printed group photo, one will be provided for each student in the class, regardless of whether they are in the picture.

Can I purchase a digital version of my group photo?

Yes, you can! You may order a digital download of your child’s class group photo online at edgeimaging.ca/order. Digital group photos are available for purchase as a standalone item, as an add-on, or as part of our Ultimate Digital package, which also includes a digital version of your child’s individual headshot.

Where can I find the option to order my child’s digital group photo?

You can order the digital group photo online at edgeimaging.ca/order, under the “digital” 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.

Why a digital group photo?

While our customers still enjoy the complimentary print of the class group photo, we heard from many parents that they would love the opportunity to purchase a digital copy of the group photo. As with all digital photos, parents like having the option of securely and digitally archiving these milestones.

What if I don’t want my child’s photo to be distributed/shared?

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.

Why don’t I have the option to order my child’s group photo online?

There are a number of reasons you may be unable to order your child’s group photo online. It may be due to any of the following:

  • Your child’s school does not take group photos.
  • Your child was not present on the day the group photo was taken.
  • 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. Find out when your child’s photo day is at photoday.edgeimaging.ca.

Graduation

How do I sign up for my grad photos?

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 www.bookmygrad.ca with your school code. A 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.

How can I pay my sitting fee if I didn’t pay online?

You may either call our customer care team at 1-888-416-3343 to pay with a credit card, or pay the photographer directly with the exact amount in cash or a cheque payable to Edge Imaging.

What is included in my sitting fee?

The fee paid at the camera covers the cost of your photo session, props provided by Edge, and your premium proof booklet. Depending on your school, the sitting fee may also include an 11×14 graduation class composite with the school name embossed on a vinyl folder. 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.

What should I wear for grad 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.

When will I receive my codes to order photos?

An email will be sent to you after retouching is complete, approximately 3-4 weeks after your photo session. This email will include the portrait code and pass code you require to order online. You will also receive a hard copy proof booklet in the mail.

How do I add retouching?

Each high school or university graduation portrait you order from Edge Imaging is manually retouched by a professional retouching artist. Standard retouching of facial blemishes is included at no additional charge. Advanced premium retouching is available for braces, glare from glasses, etc. Please contact us for details and pricing at 1-888-416-3343.

How do I book an appointment for retakes?

If a retake is scheduled at your school, you will have to book your appointment at your school or online at www.bookmygrad.ca as our customer care department does not have a schedule.

If your school does not have a grad retake day or you have missed grad retake day, Edge offers studio retake days on Saturdays from January to May. Please call us at 1-888-416-3343 to book your appointment. Please note that we are unable to control whether it is your retake or original photo which appears on the class composite or yearbook.

Shipping

How do you determine shipping fees?

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 our lab in Burlington, Ontario.

Do you offer free shipping?

Yes! Create an account online and you’ll be eligible for free shipping right to your door on photo orders over $50. You may also have your order shipped to the school for free if you order before the due date, but please note this option may take significantly longer.

Can I have my child’s photos shipped to the school after the due date?

No. 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.

If I select “Ship to School”, how long will it take until I receive my order?

Shipping your photo order for free to the school may take as long as 7-8 weeks from the day you place your order. This is because we don’t start printing photos until all order forms have been collected, after the due date.

I live in the Burlington area. Can I pick up my package from your office?

Yes. Please call our customer care team at 1-888-416-3343 to make arrangements before visiting us.

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