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?

Purchased digital images will be available on Shutterfly within 48 hours. If you only purchased a few digital images, then your remaining album will be available on our Lifetouch Shop for 90 days.

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.

Online Images

Where do I locate my session code?

Your session code for the Lifetouch Shop 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 Care Department for assistance at 1-800-345-6019.

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

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 1-800-345-6019.

How do I view the rest of my images online?

Any digital images not purchased in studio will be on the Online 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.

How do I share my album?

If your images are on the JCPenney Portraits Shop then 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.   

If your images are on the Lifetouch Shop, sharing is not an option.

How do I download images in my online account?
If your images are on our JCPenney Portraits Shop and you are on desktop, click the “menu” icon (three horizontal lines on top of each other) in the top right corner and choose "My Galleries". Choose the gallery that has the image(s) you want to download. If you want to download all of the images in the gallery, click on the “download” icon (downwards arrow) on the right part of your screen and choose either “Download Full Gallery – Web-Size” or “Download Full Gallery – High-Res” (Note: you may not have the option to download high-res images if they are personally-uploaded or you did not purchase the high-resolution digital rights). Select the method you want to download your images and follow the rest of the steps on the screen. If you are looking to download photos individually, hover over the image you want to download. Click on the “download” icon and select the method you want to download your images.
 
If your images are on our JCPenney Portraits Shop and you are on a mobile device, tap the “menu” icon (three horizontal lines on top of each other) in the top left corner and choose "My Account” then “My Galleries”. Choose the gallery that has the image(s) you want to download. If you want to download all of the images in the gallery, tap the menu icon, choose “Download Full Gallery”, and choose either “Web-Size” or “High-Res” (Note: you may not have the option to download high-res images if they are personally-uploaded or you did not purchase the high-resolution digital rights). Select the method you want to download your images and follow the rest of the steps on the screen. If you are looking to download photos individually, tap on the image you want to download. Click on the “download” icon and select the method you want to download your images.
 
If you need additional help, please call customer service at 1-800-285-2566 or chat with a representative by logging into your account online here and clicking the button “Chat with an Expert”.
 
If your images are on Shutterfly, please contact Shutterfly’s Customer Care for assistance.
 
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.

Am I able to order the rest of my images online?

Yes. View and order digital images on our Online Shop to be preserved and downloaded on Shutterfly.

Pricing & Marketing Offers

Where can I find current offers?

Visit our offers page for our current in studio offers.

How much is a session fee?

Session fees are $9.99 per subject. All session 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 subject will be charged unless 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 in studio offers.

I am having problems ordering on the Lifetouch Online Shop. Who can I call for assistance?

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 1-800-345-6019.

Can I schedule an appointment online?

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

Am I able to change the text size on my browser?

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, Safari, go to View menu and select "Make Text Bigger". Other browsers may require different steps.

Studio Orders or Online Reorder Questions

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

Simply contact our Customer Care Department at 1-800-345-6019 or chat once you log into your account 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?

Reach out to our Customer Care Department by chat once you log into your account or call 1-800-345-6019 and we can get that taken care of for you.

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. If your album is on our JCPenney Portraits Shop or the 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. 

Do you carry products other than just photo sheets?

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. 

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

Studio offers are not valid for online orders.

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 Care Department 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 Care 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 Care Department via chat or call 1-800-345-6019 and request a new email.

What is your service animal policy?

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. 

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. Session fees are $9.99 per subject, but are 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 call us at 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 if I didn’t get the digital delivery email?

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.

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 and am having problems downloading the images.

Please contact Shutterfly’s Customer Care for assistance.

How will my digital image order be delivered?

Purchased digital images will be available on Shutterfly within 48 hours. You will receive an email from JCPenney Portraits by Lifetouch when they are ready on Shutterfly. Your album will be available in our Lifetouch Shop for 90 days if digital images are not purchased in studio.

Can I resize my digital and CD images?

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

Can I purchase my images digitally?

You can purchase a digital album which allows you to download your images from Shutterfly after your studio session.  You will receive an email from us 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 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?

Digital images are non-refundable.

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 Care 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 Care 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.