FAQ

Thank you for visiting Star Images Frequently Asked Questions

SPORTS AND EVENTS

Q – Where do I get my Photo Order Envelope?
A – Your coach will receive Photo Order Envelopes and distribute those to each parent about a week prior to photo day. If you have not received an order envelope please ask your coach to give you one.

Q – Can I PreOrder my photos through your website?
A – Yes, on our Website you can click on the Sports PreOrder Section and place your order through our secure ordering system. Once you have paid online, please bring a copy of that Online Order to the photo day to be used when your child’s photos are being taken

Q – Can I order additional photos at a later date?
A – Yes, you can order additional photos after photo day from our Website by clicking on the Sports ReOrder Section. You will be able to order those photos for up to 2 years.

Q – When and how will I receive my photos?
A – Your photos will be delivered directly to your Coach 3 weeks after photo day. Your Coach will then distribute the photos to the players. Some specialty items will be mailed directly to your home and you may receive those items either sooner or later than the photos delivered to you by your Coach.

Q – I have more than one child, can I combine the orders and payment into one Photo Order Envelope?
A – You will need to fill out separate Photo Order Envelopes for each player and separate payment will need to be included with each Photo Order Envelope.

Q – I would like a photo of my children together, a buddy photo or I’m a coach and want a photo with my son/daughter – can I do that?
A – Certainly, just fill out a separate Photo Order Envelope and include payment or you can PreOrder those photos through our Website and bring the Online Order copy to photo day.

Q – I received my order – I think the order is not correct or there has been a typographical error on the photos
A – While we strive to always do an excellent job, there are times we make a mistake and we apologize for that. Simply go to the CONTACT section on our Website and click on ORDER CORRECTIONS – we will make the correction for you and mail it directly to your home. Please be sure to fill out all of the requested information for prompt customer service.

Q – I received my order – I’m not happy, can I receive a refund?
A – Star Images provides a 100% satisfaction guarantee on all of our products and photos. If you are not happy please let us know so we can determine if the problem is fixable. If not, you can return your order and we will send you a full refund.

SCHOOLS

Q – I didn’t know today was Photo Day – what can I do?
A – If your child was at school on Photo Day we will take their photo image even if they don’t have a Photo Order Envelope with them – you can then turn your Photo Order Envelope in to the school office within 24 hours or place your order on our Website within 24 hours of photo day, just click on the School PreOrder Section of our Website. If your child was not at school on Photo Day you can go to Retake Day at no additional charge. Please check with your school for the Retake date.

Q – I received my order and would like to order additional photos.
A – You can order additional photos after photo day by going to our Website and clicking on our secure School ReOrders Section. Your ReOrder will be mailed directly to your home within 3 weeks.

Q – I received my order and I don’t think it is correct.
A – If you believe something is incorrect on your order, all you need to do is go to our Website under the CONTACT section and click on ORDER CORRECTIONS and let us know what you believe needs to be corrected. Please be sure to fill out all of the requested information for prompt customer service.

Q – I received my order – I’m not happy – what can I do?
A – You can go to Retake day at no charge – you must return your original photos on Retake Day. If you ordered a group photo, please go ahead and keep that photo and just return the individual photos. Once you receive your photos from Retake day, if you are still unhappy, please return the photos to Star Images for a Full Refund.

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