FAQ

General FAQs

  • What method of payment do you accept?
    We accept: Cash and Money Orders with a paper order form.  Online payments can be made using PayPal or by VISA and MASTERCARD using our secure payment gateway.  A $1 processing fee will apply to all credit card or PayPal payments.  *Please note that we do not accept AMEX or BPAY.
  • Why do I have to pay a $1 credit card and PayPal fee?
    This fee has been introduced to offset the charge by financial institutions for accepting credit card and PayPal payments. We have introduced this charge instead of increasing the cost of most products in our range.  Only one of our packages has been subject to a small price increase.  All other packages and products remain the same price as they were in 2015.  We feel this is a more transparent way of pricing our products and services, and keeps the cost down for families with more than one child at a school or who order multiple packages.
  • I’ve lost my order form.  What do I do?
    If you have misplaced or lost your order form and would like to order online your school has a list of the personalised codes.  If you want to order using the order form and pay cash on the day you can collect a blank order from the school office.  Make sure you complete the details clearly.  Alternatively call Customer Service on 1300 766 055.
  • It’s been more than 2 weeks since my children’s photos were taken.  Where are they?
    We strive to deliver orders 2 weeks after photography day at all times and when everything goes to schedule we do.  Unfortunately at other times things are out of our control so please allow up to 4 weeks for delivery.  For instance when schools proof the photos before we print it can add 2 to 3 weeks to the delivery time if they don’t get them back to us quickly.  At other times there may be more than one photography session at a school so the photos won’t be printed until the last session is complete to ensure all children are included.  We can’t deliver to schools over the school holidays so this also adds an extra 2 weeks to the delivery time.   
  • Do you give refunds?
    Yes, SchoolPix offers a 100% money back guarantee.  We only deliver photographs we consider to be of the highest standard.  If for some reason you are not 100% happy please contact our customer service team on 1300 766 055 and they will assist you.  They may be able to select another image for you.  Alternatively, we will provide a full refund.
  • Do your photographers have a working with children check?
    Yes, it is a requirement that all our staff have current ‘Working with Children’ accreditation.
  • Does SchoolPix Offer Family Portraits as a fundraiser?
    Unfortunately we are no longer offering the Family Portraits service. As part of our strategic direction for the future we have decided to focus wholly on our school and preschool photography services.
  • I want to pay by Money Order. What name do I make it payable to?
    Please make money orders payable to “SchoolPix”.  Please also write your child’s name and school/preschool on the back.
  • I want to give feedback on the products and service I have received.  Where should I go?
    You can send us an email by filling out the form on our Contact Us page, complete our Customer Satisfaction Survey or call customer service on 1300 766 055.

FAQs For Parents and Students at Schools

  • I haven’t handed in my school photo order. Can I still get photos?
    Yes. Orders can be placed via our online ordering system until midnight 2 working days after photography. Please refer to your order form for the exact date.  Once this date has past you can place a post photography day order.  Orders placed after the close date on your order form will incur a $14.95 fee for postage and handling as it will be delivered directly to your nominated address and not the school.  Place a post photography day order here.
  • I lost my child’s order form and I need codes to order online.
    You can either contact your school office as they have the codes or contact our customer service team on 1300 766 055.
  • Do I have to return the order form to my school if I order online?
    No.  If you order online your order will be automatically be processed so there is no need to return the form.
  • How do I order a sibling photo?
    You will need to complete a sibling order form and return it with your eldest child’s order or add it to your online order. Online sibling orders close at 10am on the day of photography at Primary Schools and at 6am at P-12 and Secondary Schools.  If you’re not ordering online you will need to collect a sibling order form from your school’s office or download it from here and return it on photography day.  Please Note:  Photographs are only taken of siblings that have ordered so if you don’t place an order no photograph will be taken.
  • I did not receive my order or my order was incorrect.  What should I do?
    Contact customer service on 1300 766 055 or email us at enquiries@schoolpix.com.au.  If you placed an online order please supply your reference number starting with SX.
  • I did not get my sibling photo.  What should I do?
    Sibling photos are packed with the eldest child’s order.  Please remove all photographs from the pack to double check.  If they are not there please contact customer service on 1300 766 055 or email us at enquiries@schoolpix.com.au.
  • I have 3 or more children at the same school.  Do I get a family discount?
    If you have three or more children at the same school you qualify for a 25% family discount. Students must be brothers and/or sisters or step brothers and /or sisters (cousins do not apply).  This offer is only available online for the Premier Pack, Regal Pack, Grandparents Pack, Fun Pack, Ideal Pack and Base Pack. It does not apply to Group Only or extra product purchases. Prices are adjusted automatically by our online ordering system.
  • I have ordered photos for 3 or more children at the same school.  Do I get a discount on my sibling photos?
    Yes, if you ordered a school photo pack, as outlined above, for each of your children you are also entitled to a 25% discount on sibling photos but only if you order online. The sibling discount is not available if using the sibling order form to place your order. Prices are adjusted automatically by our online ordering system.
  • I want to give feedback on the products I have received.  Where should I go?
    You can send us an email by filling out the form on our Contact Us page or call customer service on 1300 766 055.  Alternatively you can complete our survey here.
  • I purchased a digital image.  How do I download it?
    A printed slip with a unique code will be included with your photos.  It has instructions on how to go online to download your image.  They are available for unlimited download until the end of the calendar year they were taken in.  If you have misplaced the slip please call customer service on 1300 766 055.  If you have your unique code you can download your image from here.
  • How much do the photos cost?
    Our products and prices are listed under the School Packages section of this website.
  • Will my child miss out on having their photo taken if I don’t pay by photography day?
    No, your child will not miss out.  We take an individual portrait and a class group of every child whether we have an order or not.
  • What should I do if my child was absent on photo day?
    We offer a retake day at our offices in Hallam during each school holidays.  Please contact customer service on 1300 766 055 to book a time.  Please note that group photographs cannot be re-taken therefore your child’s name will consequently appear in the ‘absent’ line.
  • How do I fill out the order form?
    Call our friendly customer service on 1300 766 055 and they will help you or alternatively you may find it easier to place your order using our online ordering system.
  • What should I do if I can’t find my order form?
    Although our order forms are personalised for each child we also provide blank ones to the school office.  So please ask for a spare order form at your school’s reception.  If they are unable to provide you with one please contact our customer service staff on 1300 766 055 and we can take your order over the phone.  Alternatively email us at enquiries@schoolpix.com.au and we will email you an order form.
  • I can’t pay on photo day, what should I do?
    You have until midnight 2 working days after photography to order and pay online at no additional charge.  You can order at any time after the close date but you will incur a postage and handling fee of $14.95 and your order will be posted directly to your nominated address.
  • Can I Order Additional Photographs?
    Of course! Our continuous ordering system allows you to place an order at any time.  Simply go to http://schoolpix.com.au/ and click on “Online Ordering”, login or create an account and then use the Order Number and Internet ID Number on the top right corner of your order form.  If you any problems please call our friendly customer service team on 1300 766 055 and they’ll be pleased to help you.
  • What If I’m Unhappy With My Child’s Photo?
    As a company, we strive to keep our customers 100% satisfied. We only deliver photographs we consider to be of the highest standard.  Please contact our customer service team on 1300 766 055 to discuss your concerns.  They may be able to select another image for you or may suggest you attend one of our retake days held during each school holidays in our Hallam offices.  Alternatively, we will provide a full refund.
  • Are there any design choices?
    Design choices on the group template are no longer available.
  • Can I order a single photo of my child or change the photos in a pack?
    No. Photos are only available in the packs outlined on the original order form. This is due to our production method.
  • I want to order School Extras only.
    Extras are only available to purchase online as additional items with a pack or group purchase.

FAQs for School Administrators

  • How Long Will It Take For Our Photographs To Be Delivered To The School?
    Our priority is to deliver your photos as fast as we can – but never at the expense of quality.  We aim to deliver photos back to the school 2 weeks after photography day when ever possible but please allow up to 4 weeks.
  • Are We Able To Obtain A Record Of All School Photographs For School Use?
    Yes, we provide a CD with all Staff and Student’s portraits and group photos for school use as well as a school records album.
  • Do you offer commission?
    Yes we offer a 10% commission to all of our schools, as well as many other benefits
    1. Free teachers pack of their individual portrait PLUS a free class group photo of each group they appear in
    2. School records of all groups, including sports and miscellaneous
    3. A bonus pack for each child consisting of a birthday card and reward card
  • What other Services do you offer?
    We provide photos for Secondary Schools, Primary Schools, Preschools and Childcare Centres. We also offer photography for Communions, Confirmations and Sports photography. We can also assist with your general printing needs. If you have any special requests please contact us and we will assist if we can.
  • What information should we include about photography day in our school newsletter?
    We recommend you include key information such as the date of photography day, reminders about school uniform guidelines, hair and information on how to order.  Click here for an example of what we recommend.
  • Does SchoolPix offer school and student management software?
    SchoolPix is affiliated with Sentral Education. Sentral is a comprehensive solution that incorporates enrolment, finance, student attendance, academic progress and wellbeing, resource scheduling and communications with parents and carers.

FAQs for Preschool Parents

  • I tried to order my preschool photos online but the system won’t let me as the deadline has passed.
    For those preschools using our prepaid system online ordering is available until midnight 2 working days after the final photography session (check your order form for the exact date).  If you are unable to order online please call customer service on 1300 766 055 to place an order by phone or post your order with your payment to PO Box 5222, Hallam, Vic, 3803.
  • I lost my child’s order form and I need codes to order online.
    Please contact customer service on 1300 766 055.
  • I’m not sure what parts of the Super Share Pack to return and what to keep
    If you are purchasing all of the Super Share Pack (the Kinder Pack, Memory Book & Digital Download) you should keep what you have.  If you only want to purchase the Kinder Pack you should return the Memory Book to your Preschool.  If you are only keeping some of the prints from the Kinder Pack you should return the album and any unwanted prints with the Memory Book.  If you are not purchasing the Digital Download please discard the slip as the code will only be activated upon receipt of payment.
  • I’ve ordered extras.  When do I get them?
    If you have ordered additional copies of the Memory Book, a Storyboard, the Off to School Pack or any other extras they will be delivered to your Preschool when we next visit (usually around 2 weeks after the close date).
  • How do I order a sibling photo?
    If you have siblings attending the preschool in the same group we will photograph them upon request.  If you purchase a Kinder Pack we will provide you with a sibling print with our compliments.  If you don’t purchase a Kinder Pack you will be able to purchase them as a reorder.
  • I did not receive my order or my order was incorrect.  What should I do?
    Contact customer service on 1300 766 055. If you placed an online order please supply your reference number starting with SX.
  • I purchased the digital images.  How do I download them?
    A printed slip with a unique code will be included with your photos.  It has instructions on how to go online to download your image. They are available for unlimited download until the end of the calendar year they were taken in. If you have your unique code you can download your images from here.
  • When will my digital images be ready to download?
    If you order or pay for your digital download using our online ordering system your images will be available immediately.  If you received a Super Share Pack for approval and you order or pay using the paper order form it may take up to 14 days to process your payment and activate the code.  If you ordered using our prepaid system, meaning you ordered before the photos were taken, then your code will already be activated.
  • How much do the photos cost?
    Our products and prices are listed in under Preschool Packages section of this website.
  • Do you give refunds?
    Yes, SchoolPix offers a 100% money back guarantee.  We only deliver photographs we consider to be of the highest standard.  If for some reason you are not 100% happy please contact our customer service team on 1300 766 055 and they will assist you.  They may be able to select another image for you.  Alternatively, we will provide a full refund.
  • Will my child miss out on having their photo taken if I don’t pay by photography day?
    No, your child will not miss out.  We take an individual portrait and a class group of every child whether we have an order or not.  When the orders are returned to the preschool you will receive a “reorder form” even though you haven’t ordered with the opportunity to place a late order.
  • How do I fill out the order form?
    If you are having trouble completing the order form call our friendly customer service staff on 1300 766 055 and they will help you.
  •  What should I do if I can’t find my order form?
    Please ask for a spare order form from your preschool.  If they are unable to provide you with one please contact our customer service staff on 1300 766 055 and we can take your order over the phone.  Alternatively email us at enquiries@schoolpix.com.au and we will email you an order form.
  • I can’t pay on photo day, what should I do?
    Remember you have until 2 working days after photography to place your order and pay online.  If this isn’t enough time you can post your order form with payment enclosed to our office at PO Box 5222, Hallam, Vic, 3803 or email a scanned order form with credit card details completed to enquiries@schoolpix.com.au.  Please note that delayed payments may result in a late payment fee and your child may receive their photographs on a later date than other children.
  • Can I Order Additional Photographs?
    Of course! Additional orders can be placed using our online ordering system.  Simply use the Order Number and Internet ID Number on your reorder form and go to our Online Ordering system to place your order.  If you do not have access to the internet you can call our customer service team on 1300 766 055 and they’ll be more than happy to process your order over the phone.

FAQs About our Preschool Payment Systems

  • What payment system is my preschool using?
    We have two payment systems – Approval and Prepaid.  The Prepaid system means you receive an order form prior to photography day.  You can either place your order using our secure online ordering system or by completing the order form with your payment details and returning it to your preschool prior to or on photography day. The Approval system means that you will receive our ‘Super Share Pack’ for your review approximately 3 weeks after photography day.  You simply pay for the whole ‘Super Share Pack’ or just for the items you want to keep and return the ones you don’t.  Extra items, such as frames and extra memory books are also available for order.
  • My preschool is on the prepaid system and I forgot to hand in my order form.  Can I still order photos?
    Yes.  Online orders are open until midnight 2 working days after the last session of photography (check your order form for the exact date).  If you don’t order online by the cut off date you can still order at anytime but you will incur a $14.95 postage and handling fee.  Make sure you have your order form handy with the unique ID for identification purposes.
  • Can I see a proof of my child’s photographs before ordering?
    Our prepaid system is based on parents ordering photographs before they have been taken.  Therefore proofing is not available.  If you place an order and are not happy with your images for some reason please contact our customer service staff on 1300 766 055 or and they will help resolve any issues.
  • My preschool uses the Approval system and I forgot to pay for my photos and the date on my order form has passed.  How do I pay?
    You can still pay using our online ordering system as it will accept payments for two weeks after the due date.  Make sure you have your order form handy with the unique ID for identification purposes.  If you are paying for all the products in the Super Share Pack (kinder pack, memory book and downloadable digital images) you don’t need to do anything else once your payment is completed.  If you are keeping some of the products in the Super Share Pack and returning others you will need to return the unwanted items to the preschool for collection and pay for those you are keeping.  Free delivery to the preschool has finished at this stage so if you order additional products they will be sent to your home address and will incur a $14.95 postage and handling fee.
  • My preschool uses the approval payment system.  How do I order additional products?
    If you would like to purchase additional products to your Super Share Pack (consisting of a kinder pack, memory book and downloadable digital images) you can do so when paying for the Super Share Pack using our online ordering system.  There are many other products and special offers available when paying and ordering online.  Alternatively you can complete your payment/order form and return it to your preschool with your payment details before the date of your “Final Collection” as stated on your order form.  Any additional orders for memory books or other individual products will be delivered to the preschool around two to three weeks later.  If unsure please contact our customer service team on 1300 766 055.
  • How do I order extra prints and products after photography is finished?
    Additional prints and products can be ordered at any time using our “Post Photography” online ordering system.  A flier with proof images and details on how to order was included with your photos.  The flier also has a unique code on it which you will need to place an order.  If you don’t have it please contact our customer service team on 1300 766 055.

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FAQs For Childcare Centres

  • Why do I need to register to view my photos?
    We require you to register for privacy reasons – to ensure those viewing / ordering photos are who they should be. We only use your contact information in relation to your photos / personal order. These are kept strictly confidential.
  • Will my child miss out on having their photo taken if I don’t pre-register by photography day?
    No, your child will not miss out. We take an individual portrait of every child whether you have pre-registered or not. When the orders are returned to the centre you will receive a “proof registration form” with instructions on how to register and view images in our web shop.
  • I need an access code to view photos of my child. Where do I find this?
    If your photos are ready to view online, you should have received either an email or an SMS from SchoolPix advising of your access code/s. If not, please contact us at enquiries@schoolpix.com.au and advise us of the name of your centre, your child’s name and their room name; as well as your contact details, and we will be in touch.
  • How do I download my digital images?
    If you have purchased the digital images of your child you will receive an email with a link to the website to download them.  Alternatively you can log into your account at http://photos.schoolpix.com.au and click on “My Account” on the left menu.  Then click on the “Digital Download” tab and follow the instructions on the screen. The images are in a zip file.  A .zip-file makes it easier to download many images in one process.
  • Why do I receive multiple emails?
    Our system is set up to send one email per subject (per access code), so if you have 3 children at a centre, you will receive 3 emails announcing that your photos are ready to view / order online. Thereafter, the system is set to send auto-reminders at certain intervals to those that have yet to order. If you have not ordered and have three children who have had their photos taken, you will receive three reminders.  **Once you place an order, you will not receive any further emails for the child you have ordered for.**
  • What are the payment options?
    Payments can be made using PayPal (you can pay by credit card on PayPal without a PayPal account) or by VISA or MASTERCARD using Eway our secure payment gateway.  *Please note that we do not accept AMEX or BPAY.
  • What are your standard delivery terms?
    All orders are dispatched within 14 days of the expiry of the “free delivery” to  your childcare centre offer.  This is applicable to both the free delivery period and the post to your nominated address option.
  • I didn’t enter the correct address for delivery when ordering my childcare photos. How do I change this?
    Click on My account in the left hand column, then on the Account Settings tab. You can update your details here.
  • I have forgotten my username and/or password
    Please email it@schoolpix.com.au and advise which email address you registered with, along with the centre name; your child/children’s name/s and their room name/s.
  • How do I give family and friends the opportunity to purchase?
    Once you have logged into your online account you can select Share your Images on the menu on the left hand side. The web shop will ask you to enter in the email address’ for those family and friends with whom you would like to share the opportunity to purchase photos. Once shared, each guest will be asked to create a user account to place their order.
  • I made a mistake, how do I delete a product I no longer want?
    Use the cross “X” next to the product in the shopping cart you would like to delete. You will only be able to delete it out of your shopping cart prior to processing payment / confirming your order.  Once it is confirmed and paid for your order can not be changed.
  • Do your photographers have a working with children check?
    Yes, it is a requirement that all our staff have current ‘Working with Children’ accreditation.
  • I want to change the photos in my Memory Book/s, do I have to do it multiple times?
    Yes, each Memory Book is unique although they are all pre-populated with the 7 photos in each book to make it easier for you.  You can change any or all of the photos if you wish.  If you want to change any photos you just drag the new photo from the gallery over the placeholder for the old photo.
  • How do I change a photo on a product?
    Use the mouse to drag and drop your selected photo onto the product you would like to purchase.
  • I just want to order a single Memory Book, where do I find it?
    Click on “View all Products” in the top left menu.  Then select “browse” under Photo Albums, then “create product“.  You can now edit the book with different photos or just order it as it.
  • I just want to order a single sheet/s, where do I go?
    Click on “View all Products” in the top left menu.  Then select “browse” under Portrait Pictures.  You can now select from the many different sheet styles by selecting “create product“.  You can have different photos on each photo sheet if the template allows for more than one image.