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?
- Click on Galleries from the top menu bar.
- Click on Add Picture Day Gallery.
- Enter your Tag & UID numbers located on your coversheet or the edge of a printed portrait .
- Click Add.
- 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?
- You must first add your images to your gallery.
- Once your images are loaded, Click on View. This will show you all images within that gallery.
- Click on the image you wish to purchase.
-
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. - 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?
- Click on Galleries from the top menu bar.
- Click on Add Picture Day Gallery.
- Enter your Tag & UID numbers located on your coversheet or the edge of a printed portrait .
- Click Add.
- Confirm you are adding the correct gallery, then click View to see your images within that gallery.
- 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 .
Prepay help
Gallery Help
Delivery Notification
If you are an elementary prepay customer and are making a purchase PRIOR to photography day, please note that all orders will be shipped directly to the school, no exceptions.
