Help and FAQs - Portrait Studio

Website Issues/Questions

Why is the text so small? I can't read it.

It's possible that the text size on your browser is set at a low size. For Internet Explorer, under the View menu, select "Text Size" and try one of the larger font sizes. For the Mac browser go to View menu and select "Make Text Bigger".

Where can I find coupon offers?

If you visit our website and select Offers from the top of the page, you will be able to view all of our current promotions for both in-studio and online offers.

I reset my password but it is not working?

You should receive a password reset link within a few minutes of selecting the Forgot Password link; if you do not receive this link, please call our Customer Service Department for assistance (1-800-345-6019).

I am having problems creating or ordering online, who can I call for assistance?

Our Customer Service Department is available from 8:00-6:30 CST to assist you with your online creations and orders (1-800-345-6019). 

Can I view my images on my cell phone?

Yes, you can access our online viewing site from a cell phone or tablet.

Can I schedule an appointment online?

Yes, you can book appointments online here or by contacting your local studio. 

Online Images

Why can’t I view and order my images on my cell phone?

The online viewing site requires that you have Adobe Flash to view the images, and most cell phones and tablets do not support this program.

Where do I find my web access code?

Your web access code is on the Order Detail sheet that you receive from the studio; you will also be emailed a link a few hours after your sitting that will allow you to upload the images to your online account.

I didn’t receive the email to view my images?

The web access code can also be found on your Order Detail sheet, or you can contact your local studio or Customer Service at 1-800-345-6019 for the code.

How do I view my images online?

You will need to set up an online viewing account from our website; this only needs to be set up once, and you will then log in using your email address and your unique password. You can claim your albums by logging into your account and entering your web access code.

How do I share my album?

Log into your online account. Select the SHARE tab  and check mark  the album that you wish to share; select either Email or Facebook and follow the given instructions.

Can an expired album be reactivated?

In some cases, depending on the original sitting date, our Customer Service Department can reactivate expired albums – you can reach them at 1-800-345-6019.

Text Message Information

Where do I sign up for text messages and offers?

Get exclusive text offers sent straight to your phone and redeem them at the register. Up to two messages per month. Sign up today on our website and receive $5 off your total purchase.

To sign up for JCPenney Portraits text messages, you need to consent to receive JCPenney Portraits text message disclosures ("Disclosures") electronically. This is a one-time consent to receive electronic disclosures. If you do not consent, you will not be able to sign up for JCPenney Portraits text messages. All Disclosures will be considered "in writing." You should print or store a copy of this Consent and any Disclosure that is important to you. To access and retain these Disclosures, you must have a SSL-enabled web browser and capability to print or store the Disclosures. We will provide a paper copy of the Disclosure, at no cost, if you write to us at JCPenney Portraits, 11000 Viking Drive, Eden Prairie, MN 55344.

Disclosures checkbox *

By checking this box, you are demonstrating you can access Disclosures electronically, you are providing your signature, and you wish to receive Disclosures electronically.

Consent checkbox * 

By checking this box and clicking the "sign up" button below, I consent to receive text messages via automated technology from JCPenney Portraits to my mobile phone number above. Consent to receive messages is not a condition to make a purchase. By creating an account you are agreeing to our Terms of Service, Privacy Policy and that you are at least 13 years old. Message and data rates may apply. Text HELP to 61011 for info. Text STOP to 61011 to cancel (you'll receive a confirmation text or further instructions). Up to 2 messages per month. Mobile web access required.


Pricing & Marketing Offers

Where can I find offers?

Visit our website at and go to the Offers tab.

How much is a sitting fee?

We charge a $9.99 per person sitting fee. All sitting fees are waived for Portrait Perks Members.

How much is a pet session?

A pet session is the same as any other sitting. A session fee of $9.99 per pet will be charged unless if you are a Portrait Perks Member. You can redeem coupons at your pet session.

Do you have packages?

Yes, we have a variety of packages.  At your session we will assist you with ordering and explain all of our packages and pricing.

Do you have a Military Discount offer?

Yes.Visit our website at and select Offers/Military Discount to see our current military offer or click here.

Do you have a Birthday Program?

You can sign up for our Birthday Program online here – once signed up, you will receive special Birthday offers a few weeks before your child’s birthday.

Can I use more than one coupon offer?

Our policy is one coupon offer per family per sitting. There are a few rare cases where multiple offers can be combined, but in most instances you are limited to one offer per day. The studio will assist you in determining which coupon offer is the best one for you.

Studio Orders or Online Reorder Questions

What should I do if my online reorder hasn’t arrived by the promise date?

Simply email us at or call 1-800-345-6019.

My online order arrived damaged, what should I do?

Please email us at or call 1-800-345-6019.

How will I know if my order is ready for pick up at the studio?

The studio will provide you with a pick-up promise date at the time you place your order. It is typically 7-10 days after you place the order.

How long does it take to get my online reorder?

Shipping time for online reorders is 7-10 business days; expedited shipping is available.

How do I place a reorder?

You can reorder images for 90 days after the date of the sitting by visiting the studio where the pictures were taken, or by creating an online account and claiming your album. You can view, create and reorder from that website.

Do you carry products other than just photo sheets?

We have a variety of products on our website. After you have a photo session you can claim your album online and create items such as mugs, mousepads, canvas products, etc.

Can I use my studio coupon for an online reorder?

Studio offers are not valid for online reorders, but we do have online reorder offers on our website. Go to and select Offers/Online Offers to view our current online promotions or click here.

Can I ship my online reorder to the studio to avoid shipping fees?

At this time we cannot ship online reorders to a studio for pick-up.

Can I change my order?

In-Studio orders: To change or cancel your order, please contact your local portrait studio. Note: CD orders cannot be refunded after they have been picked-up by the Customer.

Online orders: To change or cancel your online order, contact our Customer Service team at 1-800-345-6019. All returns and exchanges must be completed within 60 days of purchase. Note: CD orders cannot be refunded once they have been shipped.

Can I cancel my order?

Our orders go into production almost immediately so it isn’t always possible to cancel an order.  For orders made in studio, call your local studio to check on their ability to cancel the order.. For online orders, contact the Customer Service Department to cancel an online order.  Note: CD orders cannot be refunded once they leave the studio or have been shipped to the Customer’s home.

Portrait Perks Membership Questions

What should I do if I lose my Portrait Perks membership?

The studio where the Portrait Perks membership was purchased has a record of your purchase and benefits redeemed. You can also contact our Customer Service Department for Portrait Perks membership information.

What is included with your Portrait Perks membership?

The two year membership waives all of your sitting fees for that period of time. In addition, you will receive several bonus benefits, such as complimentary portrait sheets, $10 off coupons, etc.

How much does it cost and how long is it good for?

The Portrait Perks membership costs $29.99 and is good for two years from the date of purchase.

Can I share my portrait perks club membership?

Your family members may visit the studio with you and have their sitting fees waived, but the original Portrait Perks membership owner must be present, make the appointment under their name and pay for the order – they do not have to be in the sitting.

General Studio Questions

What should I do if I don’t receive my emailed Order Detail from the studio?

You can either call your local studio and ask them to resend the Order Detail or contact the Customer Service Department at 1-800-345-6019 for assistance.

What is your refund policy?

JCPenney Portraits has a 100% Guest Satisfaction guarantee. If for any reason, you are not happy with your portraits, we will retake, exchange them for sheets of a different pose or a refund, accompanied by a receipt dated within 60 days of purchase. With a receipt: Any returned or exchanged product accompanied by a receipt dated within 60 days of purchase will be refunded at the original purchase price, plus applicable sales tax, in the original payment method. No refund will be issued after 60 days of purchase. Note: CDs are non-refundable once they leave the portrait studio.

What is your privacy policy?
What information is collected at How is it used? Your personal information. At, we only collect personally identifiable information about you to the extent you specifically provide it to us. This includes, for example, the information you provide when you place an order, register for a service, respond to a survey or enter a contest or sweepstakes online. We may also receive information from other companies. We use the information you share with us to provide the products or services or benefits you request to develop and improve our products and services to improve the content of our site and its usefulness to you for marketing and promotional purposes. We may share this information among JCPenney Company, Inc., Lifetouch Inc. and their affiliated companies (the "Affiliated Companies") and you may receive product and service information from any of them. In addition, we may share this information with third parties that we believe are reputable in order to offer products and services that may be of interest to you. Finally, we may share this information with outside vendors and organizations that provide support services to us or that help us with our marketing programs. We may also provide this information as required by law. In addition, there may be some other, limited circumstances in which we may share or transfer the information in our databases, for example, to respond to judicial process, to comply with state, federal or local laws, to protect the security or integrity of our databases or Web site, to take precautions against liability, in the event of a corporate reorganization or, to the extent required by law, to provide information to law enforcement agencies. Safeguarding information Within the Affiliated Companies, we protect against unauthorized disclosures by limiting access to employees and contractors of the Affiliated Companies who need the information to do their jobs. We also give them clear guidelines for adhering to our confidentiality policies. We limit the information we provide to outside companies to only the information we believe is appropriate to enable them to carry out their responsibilities under our contracts or to offer you products and services we think might be of interest to you. We contractually require that the information provided be used only for the specifically authorized purpose and that its confidentiality be maintained. Other information about you In addition to personal information you provide us, uses technology that lets us know what type of browser you are using, the Website from which you enter, and the pages you view as you tour our site. This technology does not identify you personally - it simply helps us compile statistics about our visitors and their use of our site. We use these statistics and share them with third parties to improve our Website design and content and in connection with marketing programs. A "cookie" is a small data file stored by your web browser on your computer's hard drive. Cookies are necessary to use the site. A cookie allows our web server to balance customer traffic on our website to enhance performance of the service. If you disable your cookies, you will not be able to visit our site. After you end your session the cookie from the web server will remain on your computer until you manually delete it. No personal information is stored on this cookie. Accepting cookies through your web browser is your personal choice. However, if you choose not to accept cookies, you will not be able to take full advantage of some of this Website's features. If you do not wish to receive promotional information as a result of using the Website, what should you do? Our goal is to inform you about our products and services, including special promotions and coupons. We may contact you by mail or e-mail or telephone to inform you of offers. However, if you are contacted and do not wish to receive further information or contacts please contact us as follows: Call us at 1-800-597-6453 We will act promptly to honor your request. However, even if we remove your information from use in our marketing programs, you may still receive offers and other promotional materials from Affiliated Companies, or from outside vendors or service providers who obtained your information before we received your request or from a source other than Email Communications You will receive promotional Email communications from us only if you have agreed to receive such material. You may unsubscribe to this service at any time. Children does not knowingly collect personally identifiable information from children under the age of 13. If a child has provided with personally identifiable information, we ask that a parent or guardian contact in writing at 11000 Viking Drive, Suite 400, Eden Prairie, MN 55344, Attention: Legal Department and we will do our best to delete the information from our files. No control of third party sites Please be aware that websites that link to this Website may collect personally identifiable information about you. You should consult the other sites' privacy policies as we have no control over information that is submitted to, or collected by, these third parties. Your consent By using the Website, you consent to our use of guest information as described in this Online Privacy Policy. As we implement new technology and introduce new services, we will update our Online Privacy Policy, so we encourage you to review it often. We reserve the right to change our Privacy Policy at any time without advance notice. Should any new policy go into effect, we will post it on this site, and the policy will apply to all information collected.
What is a session fee?

A session fee is a per person charge for everyone who is in your session; the charge is $9.99 per person/free for Portrait Perk Members.

What are your studio hours?

Our studio hours vary by location. Please contact the studio nearest you for hours and to make an appointment, or visit our website at to schedule an appointment.

How many pictures will you take?

We typically take between 15-20 different poses, and then enhance those poses to create a variety of additional portraits for you to choose from.

How many people can I have in one session?

Studio and background sizes vary by location. Call the studio nearest you for more information for groups of more than 7.

How long does it take to get my order back from the studio?

Once you place your order at the studio it takes 7-10 business days to get them back; the studio will provide you with a promise date at the time of your order. Specialty products such as Canvas Prints can take longer.

How do I schedule an appointment?

Visit our website at or call your local studio.

How do I contact my local studio?
Enter your ZIP code into our studio locator to find details for the studio nearest you.
Do you take pet pictures?

Yes. Please call your local studio to book a pet sitting. Click here for pet portrait tips and tricks.

Do you have props?

Yes, most of the props that you see on our website are available in the studios, but they vary by location; please contact your local studio if you are looking for a specific prop. We also encourage our Customers to bring their own props to personalize their sitting.

Do you have a loyalty program?

Yes. If you purchase a portrait perks membership, we will waive sitting fees for everyone in your sitting. You are also entitled to benefits on studio portrait purchases. Visit our portrait perks membership page for more information.

Do I have to make an appointment or do you take walk-ins?

We do not require an appointment, and will take walk-ins if time allows, however, we highly recommend making an appointment in advance, especially during our busy holiday season.

Do I have to make an appointment for a photo session?

We do not require an appointment. However we recommend that you make an appointment--especially during busy holiday seasons. To make an appointment, call the studio nearest you.

Can I use an offer for a pet sitting?

Yes, any offer can be used for a pet sitting, including pre-paid offers. To see our current offers, click here.


Can I make more than one appointment per day?

Our appointment guidelines only allow one appointment per family per day.

Can I make a same day appointment?

You can make a same day appointment by calling your local studio. 

Can I do an outfit change?

We will do our best to accommodate outfit changes, please contact the studio to discuss in advance of your session.

Are session fees charged for animals during pet events?

Yes, a pet will be treated like any other subject. They count as one session fee unless the customer's offer waives the sitting fee, or the customer is a portrait club member.

Digital images/Portrait CD Questions and Issues

What is the resolution of the digital images and CD images?

All digital and CD images are high resolution and include a copyright release.

I purchased digital images/a CD and am having problems downloading or opening the images.

Please call our Customer Service Department at 1-800-345-6019 for troubleshooting assistance.

How much do digital images or a CD cost?

Regular price for our Full digital album is $149.99;  Three digital images are $69.99 and a One digital images  is $49.99, plus applicable sitting fees. There is an additional fee for a CD.  Please see your local studio for pricing.

Can I resize my digital and CD images?

Yes, you can resize the downloaded images to fit your needs.

Can I purchase all my images digitally or on a CD?

You can purchase a digital album which allows you to download your images after your portrait session.  A link to your digital album will be sent to you via email. This digital album will include all images captured during your session. Any enhancements made at the studio to your photos will not be included. You may purchase a CD for an additional fee. Please see your local studio for pricing.

Are my digital images or CD refundable?

We have a 100% satisfaction guarantee on our products; however our digital images and CD are non-refundable items once it leaves the portrait studio.

Copyright Release

What is a copyright release and why do I need one?

Professional photos are copyright protected. We offer a copyright release for photos that no longer have images available. There is a $9.99 fee per image. Please call our Customer Service Department at 1-800-597-6453 to obtain a release.

Do my digital images or CD contain a copyright release/Where do I find it?

All of our High-resolution digital image files and CD’s contain a copyright release, which allows you to use your photos online or have your photos printed anywhere. We suggest you print the release from the file or the CD, fill it out and take it with you when you are going to have pictures printed at another company.

Can I get a copyright release for pictures I just had taken?

All professional photos are copyright protected.  If the images available for you to reorder, we can offer you a full digital album for purchase that includes the copyright release.

Business Sittings

Do you have a special offer for business sessions?

Please visit our website and select the Business Portraits tab to view our business offerings. If you are looking to establish a corporate program with us, please contact our Business Specialist at 1-855-424-5288 with your questions.