Frequently Asked Questions
Your login code can be found on the QR code flyer or ID card that your child will receive from their school after Photo Day. If you can't find either of these, please fill in the "Looking for your Login Code?" form found here, and one of our team members will be in touch.
We ask that you place your order within 2 weeks of your images being uploaded to the website. Orders submitted after your school’s due date will incur a $3.99 late fee, since late orders are processed individually as custom orders.
Once you have finished ordering for the first child, go to the Cart, and click on `Purchasing for Multiple Subjects?`and place any additional orders there, where orders can be combined to save on shipping.
Parents will be informed by the school if and when a confirmed retake date is scheduled.
Some schools opt to have group photos taken in the Fall, others choose to have them taken in the Spring. Call our Customer Service team at 604-433-0551 or 1-866-644-4494 for more information on class groups.
If you've placed an order and have not received your package, please contact us within 90 days of placing your order and we will do our best to track your package through Canada Post to provide you with the best possible solution.
Requests made beyond 90 days from the date an order was placed are not eligible for a refund or reprint.
Long sleeves are recommended, and solid bright colours photograph best. Avoid wearing stripes or busy patterns. Faces should be clean and hair should be neat. Cleanse your face to remove shine. Shave before your session as the camera can pick up even light stubble. Wearing glasses may result in glare and/or shadows on the face, and are more difficult to retouch. Please consider removing glasses for at least one photo.
If your order is made after the due date you will be charged a late fee. Orders submitted “within the due date” are processed in batches. Once that batch is processed, the lab moves to the next batch. All orders that are received after the due date become custom orders and must be processed individually by our lab staff.
If you are not happy with your photos, you may return the complete set to us and we will issue a credit for that amount which can be used for your next order.
Digital downloads are non-refundable.
Refunds are only applicable for orders made within 90 days of the refund request.
Finished enlargements and other printed products will be cropped slightly (excess background removed), and corrected for density and colour. Online preview images are low-resolution and displayed for pose and expression only. Your finished prints will be sharp and vibrant.
Our current turnaround time to ship to your home or to your school is 2 business weeks from your order date.
Your digital download, if purchased as a stand alone product, will be emailed to you instantly at checkout. When purchased as part of a package, your download will be sent when your printed package is shipped out.
Yes we do! Families with three or more children who order online will receive a 25% discount. Please fill in the family plan form found here and a member of our team will be in touch. (All orders need to be added to the same cart for the discount to be applied. Applicable to school day orders only.)
Some schools opt to have families' orders shipped directly to homes instead of to schools at a cost of $5.99 per package. This was done to reduce the workload for school administrators, as well as to reduce the possibility of damage and to ensure that orders arrive at customers' homes in a timely manner. All orders are shipped with a tracking number through Canada Post, allowing customers to track their orders.
Yes! When ordering, please type “Call for Pickup” in the shipping address section. Please send us an email at help@mountainwest.ca once you have completed your order. We will give you a call once your package is ready for pickup and we will refund the shipping fee.
Our school photos are printed in sheets rather than pre-cut prints to help ensure they arrive in perfect condition. This method keeps the photos flat and secure during shipping so they don’t shift, bend, or get damaged in transit.
Cutting and sorting every photo individually would add significant time and labour — which would increase package prices for families. By keeping them in sheets, we can maintain affordable pricing while still delivering high-quality, professional prints that you can trim at home.
We know not everyone has a professional cutter, and it’s not always easy to get a perfectly straight line with scissors — so we offer photo cutters on our website for only $6.99 to make trimming simple and neat.
We calibrate our printers to print the optimal skin tone for every student. In this process, some students might appear darker or lighter than their actual skin tone. Please contact us for assistance with this matter.
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.
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. For more details, please contact us.
Yes, the High Resolution Download is 300 dpi and allows printing for up to an 8"x10" size sheet.
If retakes are scheduled for your school, you will receive notification and a link to register your child for retakes from your school closer to retake day.
Please contact us at help@mountainwest.ca and, if possible, we will be happy to provide you with alternative dates, either at our Burnaby studio or at a location near you.
Please contact us at support@mountainwest.ca and we will email you with instructions.
Please contact your Territory Manager or our Customer Service team at 604-433-0551 and press 1 to speak with an agent.