Frequently Asked Questions

GENERAL PHOTO AND ORDERING FAQ

How do I get the webcode?


Your webcode can be found on the student ID card, Webcard flyer, or order envelope that your child will receive from their school approximately 7-10 days after Photo Day.




Can I access the ordering website without a webcode?


Yes- go to myorder.mountainwest.ca and select the “No Code” option. Provide the information requested, and it will direct you to the ordering site.




How much time does it take for orders to be mailed out?


Our current turnaround time is 7-10 days from your order date. Orders will be mailed directly to your home.




How do I retrieve my digital download?


7-10 days after you order your photos, please visit download.mountainwest.ca, enter your webcode and your sales order number (SAL), both of which can be found on your confirmation receipt or your digital download confirmation email. If you are having issues, please check your spam folder.




Why are digital downloads not given instantly?


The reason that digital downloads are not instantly accessible is that we use green-screen technology, which allows our customers to choose a variety of different backgrounds. Once the low-resolution preview images are viewed and ordered, our lab colour-corrects them, pops out the green screen, edits and customizes (if requested) the high-resolution versions. Green-screen, digital images almost take the same time as prints to process.




Why am I being charged a "ship to home" fee?


This year we are shipping orders directly to homes instead of to schools at a cost of $6.25 per package. This was done to reduce the workload for school administrators as well as to ensure that orders arrived at customers' homes in case of school closures as a result of COVID.




Why is the background green?


Our photographers use a green backdrop when they photograph the students to allow you, the customer, to choose different backgrounds. When an order is placed, each individual image is colour-corrected, and the green in and around the hair and/or clothing is removed during this process. Your finished product will not show any green around hair and/or clothing.




How long do you keep photos?


We keep photos for up to 5 years in our database, during which you are still able to order online. In the odd case where the images are not available online, please contact us and we will be happy to assist you.




My photos are too dark.


As there are a variety of skin tones in Canada, varying from fair to dark, we calibrate our printers to print the best skin tone for every student. In this process, some students might look darker or lighter than their actual skin tone. Please contact us for assistance.




I do not use a credit card. How do I order?


You may try using a VISA debit or Interac card. If your bank is listed on the Interac website, then your payment will be processed. You may also mail us your order with a cheque or money order to our Burnaby Offices at 6869 Merritt Avenue, Burnaby, B.C. V5J 4R5.




Can I get more prints done with digital images?


Yes, the High Resolution Download option allows printing for up to an 8x10 size sheet.




Can I collect the photos from the Burnaby Studio?


Yes. When ordering, please type “Call for Pickup” in the shipping address section. We will give you a call once the order is ready for pickup. Due to COVID 19 this may be restricted.