We try to make the user experience as easy as possible.

You will find answers here to our most commonly asked questions.

How Do I add images to my gallery?

1. Click on Galleries from the top menu bar.
2. Click on Add Picture Day Gallery.
3. Enter your Tag & UID numbers located on your coversheet or the edge of a printed portrait .
4. Click Add.
5. Confirm you are adding the correct gallery, then click View to see your images within that gallery.

Where do I find my Tag and UID information?

For security purposes, each child is assigned a Tag and UID number. This information is located on the coversheet that was included with your portrait package or was emailed  to the email address we have on file. For our dance customers, this email is automatically sent one week after the sales day to only those families who did not attend. This information is NOT given over the phone, for the security and safety of your child.

How do I place an order online?

1. You must first add your images to your gallery.
2. Once your images are loaded, Click on View. This will show you all images within that gallery.
3. Click on the image you wish to purchase.
4. Click on View All Products and chose what you would like to order for that image.
   Continue for any additional images you would like to purchase.
5. To checkout out, simply click on the shopping cart icon located on the top right of the menu bar.

How do I add previous years to my gallery?

1. Click on Galleries from the top menu bar.
2. Click on Add Picture Day Gallery.
3. Enter your Tag & UID numbers located on your coversheet  or the edge of a printed portrait .
4. Click Add.
5. Confirm you are adding the correct gallery, then click View to see your images within that gallery.
6. Continue the process for any additional years. You can go as far back as 7 years!

How do I participate in the Elementary Family Free program?

Some elementary schools may participate in our Family Free program. If your school participates, please check your school flyer for details. If you wish to prepay online using the Family Free program, you can prepay for the first 2 children online. However, the third child must turn in a money envelope clearly stating that this is part of the Family Free program and MUST list who the paid siblings are. Any money envelope turned in without this information will be held for further clarification.

How do I prepay online for a sibling photo?

A sibling photo is 2 or more children in the same family photographed together in one portrait. Sibling photos cannot be prepaid online at this time. If your school is offering sibling photos to be taken, you must turn in a money envelope to the school listing the children that will be photographed together. The sibling photo is not part of the Family Free Program.

How long does it take to receive my online order?

Printed portraits are sent immediately to our professional in-house lab for processing. Orders are shipped  from our facility within 48 hours. Free shipping applies to all printed portraits. Please add approximately 3-5 business days for USPS shipping.

Specialty Items- Some items are shipped directly from our vendor. These items may take up to two weeks for delivery and are charged $8.00 for shipping per order.

Elementary School Prepay Orders- If you are pre-paying for your child’s school pictures, your order will be shipped directly to the school. Delivery times vary per school. Specialty Items are sent in a separate shipment to the school, approximately 2 weeks after the portrait delivery.

What are the hearts on my images for?

The heart outline on your images allows you to click within the heart and mark it as a favorite. Once you mark it, it will appear at the top of your gallery list marked for favorites. This makes it easy and convenient to see all your favorite images in one place. You can even create collages, specialty prints and more!

How do I have my child’s photo retaken?

If your school has scheduled a retake/absentee day, you must notify the school that you need a retake so that your child will be added to the list of students to be photographed. You must return your original package to the photographer on retake/absentee day to receive a replacement portrait package.

How do I return items for a refund/exchange?

You may return items to:

Donner Photographic

Attn: Customer Solutions Department

187 West Town Street

Norwich, CT 06360

Please include information indicating whether you would like a refund or exchange. Any missing items will be deducted from your refund.  Downloaded Digital Images are non-refundable.

Still have an unanswered question?

We strive for 100% customer satisfaction and are here to help in anyway we can. Please email us at customerservice@donner-photo.com .

* Be sure you are entering your child's last name and then their first name.
* Click on the drop-down list, this shows all children listed in alphabetical order.
* The list of names was provided to us from the school approximately 6 weeks before photography day. Any changes after that would not be reflected in this list.
* If you are unable to locate your child, please fill out the student money envelope provided by the school and return it to the school on photography day.

* The spelling of your child's name was provided to us by your school.
* Any changes to your name cannot be edited online.
* You may still prepay online under the misspelled name and email us at customerservice@donner-photo.com to make any corrections. Please be sure to reference the tag # (located on your flyer) when sending the request.

You found your child in the list but the teacher's name is not correct.
Students transfer to different classrooms all the time and we may not receive the most updated information from the school. You may still prepay under the incorrect teacher. Please send us an email at customerservice@donner-photo.com to let us know of the change. Please be sure to reference the tag number located on your flyer and your child's name.

Sibling photos (which is one photo taken of 2 or more children in the same family) are only offered per the school’s request. If your school is offering sibling photos, you must turn in a money envelope. The prepay online option is not available. Please turn in one money envelope to the school with all children names listed to indicate this is a sibling photo.

Do you have a question that you can't find an answer to? No problem!
Our Customer Service team is always willing to help. We strive for 100% customer satisfaction. Contact us via email at customerservice@donner-photo.com Our team is available Monday thru Friday 8:00 am to 4:00pm.