Frequently Asked Questions
Help and FAQs - Portrait Studio
Click here to view our current business photography offer.
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.
Get exclusive text offers sent straight to your phone and redeem them at the register. Sign up today on our website.
Your session code for the Lifetouch Shop can be found in your emailed order summary.
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 Care Department for assistance at 1-800-597-6453.
You can still log in and view your images. On the log in screen, enter your Session Code that can be found on your Order Detail and your last name. If you would like the email to be resent to you, contact your local studio or call Customer Care Department at 1-800-597-6453.
Any digital images not purchased in studio will be on the Lifetouch Shop for 90 days. If you supplied an email address at the time of your session, you will receive a link on your studio paperwork, as well as an email containing a link to view your gallery online.
All images are on the Lifetouch Shop do not have a share option. You can purchase your high-res digital album in the Shop where they will be available in your Shutterfly account. From there you can view, download and share your images.
Yes, you can access our Lifetouch Shop to view and order images from a cell phone or tablet.
Yes. View and order digital images on our Lifetouch Shop to be preserved and downloaded on Shutterfly.
Visit our offers page for our current in studio offers.
Session fee varies by location. All session fees are waived for Perks Club members.
A pet session is the same as any other sitting. Session fee varies by location but are free for Perks Club Members. You can redeem coupons at your pet session.
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.
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.
To receive a special Birthday offer, sign up here.
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.
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 in studio offers.
Our Customer Care Department is available to assist you with your online creations and orders via chat once you log in to your account or by calling 1-800-597-6453.
Yes, you can book appointments online here or by contacting your local studio.
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Simply contact our Customer Care Department at 1-800-597-6453 or chat once you log into your account and we can get that taken care of for you.
Reach out to our Customer Care Department by chat once you log into your account or call 1-800-597-6453 and we can get that taken care of for you.
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.
Shipping time for online orders is 7-10 business days; expedited shipping is available.
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. If your album is on our Lifetouch Shop then visit your account, select the ‘Orders’ tab, then select ‘Order More’ to add the previously purchased items directly to you shopping cart.
In studio we offer canvas prints in a variety of sizes, greeting/announcement cards and digital products. Once you order digital images, they will be available in your Shutterfly account where you can then build and customize products from their selections.
Studio offers are not valid for online orders.
At this time we cannot ship online orders to a studio for pick-up.
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.
Lifetouch Shop orders
To change or cancel your online order, contact our Customer Care Department at 1-800-597-6453. All returns and exchanges must be completed within 60 days of purchase.
Note: CD orders cannot be refunded once they have been shipped.
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 Care Department at 1-800-597-6453 and they will be able to help you with any further questions regarding your membership.
Perks Club is a membership savings card available in-studio for purchase. Click here for details.
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.
You may call your local studio and request for them to resend the order information to you, or you may contact our Customer Care Department via chat or call 1-800-597-6453 and request a new email.
Service animals are welcome in all studios any time or day of the week. Sessions with service animals can be booked online or over the phone and our pet waiver is not necessary.
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.
A session fee is a per subject charge for everyone who is being photographed in your session. Session fee varies by location but are free for Perks Club members.
Our studio hours vary based upon location. Please contact your local studio for their exact hours. Click here to find the studio nearest you.
We typically take between 15-20 different poses, and then enhance those poses to create a variety of additional pictures for you to choose from.
Our studios are able to accommodate a variety of group sizes. For a better in-studio experience, please call your local studio to book a session for a groups larger than 7 instead of booking online . For session tips and tricks, click here.
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 call us at 1-800-597-6453.
To schedule a session, click here to book online or please call your local studio.
Enter your ZIP code into our studio locator to find details for the studio nearest you.
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.
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.
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.
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.
Please call your local studio to schedule a same day appointment. Click here to find the studio nearest you.
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.
Our appointment guidelines only allow one appointment per family, per day.
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.
All digital and CD images are high resolution and include a copyright release.
If you didn’t get an email from your studio inviting you to download your digital images from Shutterfly, you can start the claiming process here. Just enter the email address that you used to make your purchase on and follow the instructions to access your digital images on Shutterfly.
We have three different types of digital options. Our Digital Album offers all of the images from your session. We also offer a 2-3 digital image option, as well as a single digital image depending on your needs.
If you purchase digital images, you will receive an email notification from Lifetouch + Shutterfly within 24-48 hours that will allow you to claim and view your images. Purchased images will be conveniently added to your Shutterfly account. Don't have a Shutterfly account? No problem, sign up on Shutterfly.com.
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.
All purchased digital images can be found on your Shutterfly account. Please contact Shutterfly’s Customer Care for assistance.
Purchased digital images will be conveniently added to your Shutterfly account within 48 hours. You will receive an email from JCPenney Portraits by Lifetouch when they are ready on Shutterfly. Don't have a Shutterfly account? No problem, sign up on Shutterfly.com.
If digital images are not purchased in studio, then your album will be available in our Lifetouch Shop for 90 days.
Yes, both digital and CD images can be resized once downloaded from Shutterfly to fit your needs.
You can purchase a digital album in-studio, after your session, which allows you to download your images from Shutterfly. You will receive an email from JCPenney Portraits by Lifetouch when your images are available on Shutterfly. This digital album will include the images captured during your session. Any enhancements made at the studio to your pictures 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.
Digital images are non-refundable.
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 Care Department at 1-800-597-6453 to obtain a license.
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.
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.
Click here to view our pricing options for Outdoor Photography.
No, the session fee is non-refundable and is forfeited if the session is not kept or rescheduled with less than 24 hours’ notice.
Click here for some tips and tricks to prepare for your session.
You can book your outdoor photography appointment online, by calling participating studios or by contacting our Customer Care Department at 1-800-598-8439.
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.
For Studio Hours and Locations, please contact your local store. Click here to find a studio near you.