Q: I haven’t received the email with the link to my child’s photo gallery, can you please resend it?
A: You may want to first check your spam folder. If it’s not in there then please reach out and we’d be happy to help! In order for us to have all of the correct information to help, please fill out this form: www.empirephotos.com/proofrequest and we will get back to you shortly. Please note that it can take up to 5-10 business days to receive the email with the link to your child’s photo gallery.

Q: How can I opt out of receiving marketing emails?
A: If you would like to unsubscribe from our campaign emails, there is always a small unsubscribe link at the bottom of every campaign email. Once you have unsubscribed, you will no longer receive emails from us. Even if your email is added to a new gallery in the upcoming year, no emails will be sent out to you without manually opting you back in. If you would like to receive emails again, please reach out to customer service at customerservice@empirephotos.com.

Q: I put the wrong shipping information on my order, how can I correct it?
A: When checking out, our website will ask you to confirm your contact and shipping information several times before checking out. We recommend always making sure that information is correct before placing your order. If you have put the wrong shipping address on your order, that is where your items will be sent to unless you reach out to have it corrected. You can contact customer service via email, phone, or chat bubble to get in contact with them. We recommend reaching out as soon as possible to update your information!

Q: My order arrived damaged/bent – what are my next steps?
A: We are happy to replace any prints or packages that arrive damaged! Please reach out to customer service with your order number and let them know what prints are damaged, they can order replacements out to you.

Q: When will my order arrive?
A: Print orders take about 1-2 weeks to arrive. Specialty products may take longer and that information is listed during the ordering process.

Q: When will I receive my pre-ordered school picture?
A: All pre-orders get placed when all of the images from photo day are processed (within 1-2 weeks of photo day). Orders ship to the address provided during checkout and should arrive within 5-10 business days.

Q: I want to order my school’s classroom composite but I don’t see that option.
A: Information about classroom composites will be shared with families late into the school year. Keep an eye on your emails!

Q: Can I order for all of my children within one cart?
A:
Sports & Graduation Market: The way to combine sports galleries into one order is to locate the “Find Another Gallery” in the upper right of the screen. You should first, add everything from one gallery into the cart, then select this option, and enter in another gallery’s information to access that gallery. This will alert the system to keep everything in the cart from the first gallery while you order from the next!
School Pictures & Senior Market: Pre-orders must be placed one at a time for each student so that we know which student goes with which order. You can combine orders for school pictures after the photos have been taken. To combine school galleries into one order, you should locate the “view another gallery” button in the upper left-hand corner of the site, when viewing one of your children’s galleries. Once you select this, it will prompt you to enter in another online code, in which you will put in the second child’s online code and hit “Find Gallery”. This will bring you to the second child’s gallery while leaving everything in the cart from the first child!

Q: Can I return my order for an exchange or refund?
A: Yes, we have a hassle-free return and exchange policy. If you are not satisfied with your purchase, you can initiate a return or exchange within 30 days of receiving the product. Digital image files are not eligible for refund or exchange.

Q: Can I see more images of my child?
A:
Sports Market: All of the images that you see in the gallery are what is available. Banner, poster, and panoramic photos are not available to purchase individually.
School Picture Market: For most schools we only offer one pose per student. We only take more than one to ensure that we have the best image of each student and those other images are not available to purchase.
Graduation Market: All of the images that you see in the gallery are what is available.
Senior Market: All of the images that you see in the gallery are what is available.

Q: Can I still order photos from previous years?
A: Our archival policy is to keep images on our servers for at least 7 years. If you have a link to galleries from previous years, and they are not older than 7 years, you are welcome to go ahead and place an order. If you are looking for photos from previous years, but don’t have access to enter the gallery, please reach out to customer service for that information.

Q: How do I access my digital download?
A:
Sports Market: The download link will be sent with your confirmation email that is sent shortly after your order is placed to the email address that was used for the order. You can find the link by locating the words “download image” highlighted in blue.
School Picture & Senior Market: Digital downloads will be sent in a separate email and from an “imagequix” email. The emails will have the subject line “Your Images Are Ready – Download Link Inside”. You will see a blue box – this will be your download link.
Graduation Market: Graduation Images will either be sent with your confirmation email like the sports images, or will be sent 1-3 business days after your order is placed. If the digital downloads purchased are not “Instant Digital Downloads” they will be sent in a separate email with the subject line “Your order from EMPIRE PHOTOS LLC”. You should see a green box – that will be your download link.

Q: Can I order a digital copy of the team/group photo?
A: Unfortunately, we’re not able to offer digital copies of team or group photos due to copyright restrictions. These images contain multiple children, athletes, or participants, and when a digital file is purchased, the rights to that image are transferred to the buyer. Because copyright cannot be granted to multiple individuals or groups, we’re unable to distribute these photos in digital format.

Q: Where can I get an image release for my digital download?
A: Not all printing companies require an image release for you to print the digital images you purchase, but if you are required to have a release before printing, we can provide that form to you. You can reach out to our customer service email and our team will be able to assist. Please provide your order number in the email so we can locate the information needed for the document as quickly as possible.