Help and FAQs - Portrait Studio

Business Sessions

Who do I contact to set up a corporate business program or purchase pre-paid business certificates?

Do you have a company or team in need of a consistent photographic look and feel? Email businessphotos@lifetouch.com. For more information about business offerings, click here

What is your current business photography offer?

Click here to view our current business photography offer.

How will I receive my digital images?

You will receive an email with your order summary and the low resolution images from your session. Within 48 hours, you will receive your email with your high resolution images.

Am I able to use my images on my social media accounts, business cards, etc.?

All of our High-resolution digital image files contain a copyright release, allowing you to use your photos online as you choose to do so.

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. Sign up today on our website.

Online Images

Where do I locate my web access code?

Your web access code is found in your emailed order summary. 

I resent my password but it is not working

You should receive a password reset link within a few minutes of selecting the ‘Forgot Password’ option. If you do not receive this link, please call our Customer Service Department for assistance at 1-800-345-6019.

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?

After your session, you will receive an order confirmation email with Order Details and a link to view your pictures online.  

How do I share my album?

Log into your online account here. Select the image you would like to share by clicking the email or Facebook icon at the bottom left corner of the image in the gallery. Once the image is selected, follow the further instructions that will be provided.   

Can I view and order my images on my cell phone?

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

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.

Pricing & Marketing Offers

Where can I find current offers?

Visit our offers page for our current in studio and online offers.

How much is a sitting fee?

We charge a $9.99 per person sitting fee. All sitting fees are waived for Perks Club 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 Perks Club Member. You can redeem coupons at your pet session.

Do you offer photo packages?

We offer a variety of packages.  At your session we will assist you with ordering and help you select the best package to meet your photography needs.

Do you offer a Military Discount?

As a thank you for those who have served our country, we do offer a military discount. Click here to view our current Military Offer. Please bring in your Military ID with you to your session.

Do you have a birthday program?

To receive a special Birthday offer, sign up here.

Am I able to use more than one offer during my session?

Our current policy allows only one offer per family per day. Terms and conditions apply. A team member will assist you in determining which offer is the best deal for you.

Website Issues/Questions

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 am having problems ordering online. Who can I call for assistance?

Our Customer Service Department is available to assist you with your online creations and orders at 1-800-345-6019. 

Can I schedule an appointment online?

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

Studio Orders or Online Reorder Questions

What should I do if there is a problem with my online order?

Simply email us at orders@jcpportraits.com or contact our Customer Service Desk at 1-800-345-6019 and we can get that taken care of for you.

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

Simply email us at orders@jcpportraits.com 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 order?

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

How do I place a reorder?

To place a reorder, this must be done within 90 days of the session. You can visit the studio where the pictures were originally taken and work with a team member, or your can reorder online by visiting your online account, and selecting the ‘Orders’ tab; select ‘Order More’ to add the previously purchased items directly to you shopping cart.

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.

Am I able to use a studio offer for an online order?

Studio offers are not valid for online orders, but we do have online offers on our website. Click here to view our current online offers.

Am I able to ship my online order to the studio?

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

Am I able to change or cancel my order?

Studio orders

To change or cancel your order, please contact your local portrait studio.

Note: CD or Digital Album orders cannot be refunded after they have been picked-up by the Customer or once the email has been sent.

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.

Perks Club Membership Questions

What should I do if I misplace my Perks Club card?

If you have misplaced your Perks Club card, please visit the studio where the membership was purchased. They will have record of your membership and any benefits redeemed. You may also contact our Customer Service Department at 1-800-345-6019 and they will be able to help you with any further questions regarding your membership.

What is a Perks Club card?

Perks Club is a membership savings card available in-studio for purchase. Click here for details. 

Can I share my Perks Club membership with others?

Your family members may visit the studio with you and have their session fees waived, but the original Perks Club Membership owner must make the appointment under their name, be present at the session, and pay for the order. They do not have to be in the session.

General Studio Questions

What should I do if I haven't received my emailed order summary?

You may call your local studio and request for them to resend the order information to you, or you may contact our Customer Service Department at 1-800-345-6019 and request a new email.

What is your refund policy?

We want you to absolutely love your photos; that’s why we have a 100% Customer Satisfaction guarantee. If for any reason you are not happy with your photos we will exchange them for sheets of a different pose, completely retake the session, or issue a refund to orders accompanied by a receipt dated within 60 days of purchase. 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. We are unable to provide a refund to requests placed after 60 days from the date of purchase. This policy excludes CDs or Digital Images, which are non-refundable once they leave the portrait studio.

What is your privacy policy?
What is a session fee?

A session fee is a per subject charge for everyone who is being photographed in your session. The charge is $9.99 per subject, but free for Perks Club members.

What are your studio hours?

Our studio hours vary based upon location. Please contact your local studio for their exact hours. Click here to find the studio nearest you.  

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 be photographed in one session?

Our studios are able to accommodate a variety of group sizes, however please contact your local studio for groups larger than 7. For session tips and tricks, click here.

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

After placing an order at the studio, it typically takes 7-10 business days to receive your items. Specialty products may take longer.  You will receive an email receipt which will include your order summary. If you have not received your items by the pick-up date, simply email us at orders@jcpportraits.com or call 1-800-345-6019.

How do I schedule a session?

To schedule a session, click here to book online or please 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 photograph pets?

All of our studios allow for pet sessions. Currently we are unable to book pet sessions online, please call your local studio to book. To speed up the process on the day of your session, fill out this pet waiver and bring it with you to your session. Click here for some session tips and tricks.

Do you offer props to use during a session?

Many props found on our website are available in the studio. However, props vary by location, so please contact your local studio to see if they have what you are looking for. We also highly encourage our Customers to bring their own props to personalize their session. For prop ideas, please click here.

Do you have a loyalty program?

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

Do you accept walk-in sessions?

Our studios do not require appointments; however, we highly recommend scheduling a session in advance, especially during our busy holiday season. To schedule a session, click here to book online, or call your local studio. You may also call your local studio to ask about wait time.

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 session?

Yes. Any offer can be used for a pet session. To view our current list of offers, please click here. There is no extra fee for a pet session; however, a pet will be treated like any other subject, session fees apply.

Can I schedule a same day session?

Please call your local studio to schedule a same day appointment. Click here to find the studio nearest you.  

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 Perks Club member.

Am I able to schedule more than one session per day?

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

Am I able to do an outfit change?

We do our best to accommodate any outfit changes. Please contact the studio to talk with a photographer about any outfit changes prior to your session.  

Digital images/Portrait CD Questions and Issues

What is the resolution of the digital and CD images?

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

What digital options are available?

We have three different types of digital options. Our Digital Album offers all of the images in your session. We also offer a 2-3 digital image option, as well as a single digital image depending on your needs. You also have the option to add-on a physical CD to your digital order for an additional fee. Learn more about Digital Album upgrades.

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.

Can I resize my digital and CD images?

Yes, both digital and CD images can be resized once downloaded to fit your needs.

Can I purchase 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 the images captured during your session. Any enhancements made at the studio to your photos will not be included unless you purchase a digital album upgrade. You may purchase a CD for an additional fee. Please see your local studio for pricing. 

Are my digital images or CD refundable?

We want you to absolutely love your photos; that’s why we have a 100% Customer Satisfaction guarantee. If for any reason you are not happy with your photos we will exchange them for sheets of a different pose, completely retake the session, or issue a refund to orders accompanied by a receipt dated within 60 days of purchase. 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. We are unable to provide a refund to requests placed after 60 days from the date of purchase. This policy excludes CDs or Digital Images, which are non-refundable once they leave the portrait studio.

Copyright License

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

Professional photos are copyright protected.

All of our High-resolution digital images and CDs contain a copyright license, allowing you to use your photos online or have your photos printed anywhere. We suggest you print the license from the file or the CD, fill it out and take it with you when you are going to have pictures printed.

We can offer a copyright license for purchase if you did not buy digital images.

We offer copyright licenses for photos that no longer have images available. In the event that you have an old printed photo, there is a $9.99 fee per image. Please call our Customer Service Department at 1-800-597-6453 to obtain a license.

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

All of our High-resolution digital image files and CDs contain a copyright license, which allows you to use your photos online or have your photos printed anywhere. We suggest you print the license 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 license for pictures I just had taken?

All professional photos are copyright protected. If we have your album available, we can offer you a full digital album for purchase that includes the copyright license.

General Outdoor Photography Questions

What are your Outdoor Photography packages and pricing?

Click here to view our pricing options for Outdoor Photography.

Is the session fee refundable?

No, the session fee is non-refundable and is forfeited if the session is not kept or rescheduled with less than 24 hours’ notice. 

How do I prepare for my Outdoor Photography session?

Click here for some tips and tricks to prepare for your session.

How do I book my Outdoor Photography appointment?

You can book your outdoor photography appointment online, by calling participating studios or by contacting our Customer Service Department at 1-800-598-8439. 

Can I reschedule my Outdoor Photography appointment?

You can reschedule your appointment but requests for session rescheduling received at least 24 hours prior to reserved time will be honored on an as-available basis. Your session fee is forfeited if the session is not kept or rescheduled with less than 24 hours’ notice.