FAQ

General FAQs

Mask policy
If any student or staff member chooses not to remove their mask for the photography we will respect their choice.  When masks are removed it is each person’s responsibility to ensure that their mask is not visible in the photo. Our photographers will make every effort to ensure that masks are not visible in the photo but if a mask is seen in any way; under a chin, in a hand, on the ground, etc, SchoolPix will not remove it digitally.

What method of payment do you accept?
Online payments can be made using PayPal or by VISA or MASTERCARD using our secure payment gateway. PayPal pay in 4 is now available.
*Please note that we do not accept AMEX, BPAY or CASH.

No cash will be accepted
Like many businesses, SchoolPix evolved during 2020 to minimise the risks posed by COVID-19. In the interests of the ongoing safety to both our staff and the broader community, we have changed our business practices to NO LONGER ACCEPT CASH PAYMENTS.

Ordering on our secure online ordering system is easy on a computer, laptop, tablet or phone. We accept Visa and Mastercard, debit cards and also PayPal (including PayPal Pay in 4) which will enable you to pay from a linked bank account without needing a card at all.

If families don’t have access to a credit card perhaps they can ask a family member or friend for help. Visa Debit cards can be purchased at various locations and then used to make a payment online.

NB:  We have removed the Credit/Debit Card surcharge for all online orders so ordering online costs the same as paying cash.

I’ve lost my order flyer and want to order online.  What do I do?
If you have misplaced or lost your order flyer you can use our student search to find your child.  The search requires the student’s first and last name as well as date of birth, all fields are mandatory. If the information entered matches the information provided to us by your school you will be able to place an order online.  If not, you will need to contact your school and ask them to reissue your code.

Please Note:  For security reasons this feature is only available for orders placed prior to the photography day cut-off. The order will be automatically included with all those being sent to the school.  For security reasons the digital download code will not be sent out via email, it will be printed on a slip and shipped with the order.

I want to order using the paper order flyer.  What do I do?
You can no longer order using the paper order flyer and pay cash on the day.  You must order using our online ordering system at www.schoolpix.com.au

Do you give refunds on orders placed prior to photography day?
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 with the photos we selected please contact our Customer Service team on 1300 766 055 or email help@schoolpix.com.au.  They may be able to select another image for you.  Alternatively, we will provide a full refund.

Do you give refunds on orders placed after photography day?
If you place an order when the photos are in your personal gallery we do not provide a refund as you have viewed all of your child’s photos prior to placing an order and therefore approved the images you purchased.  We do not refund for change of mind.

Do your photographers have a working with children check?
Yes, it is a requirement that all our staff have current ‘Working with Children’ accreditation.

Are your photographers vaccinated?
All of our photographers are fully vaccinated in accordance with the Victorian Department of Education guidelines.

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, completing our Customer Satisfaction Survey or calling customer service on 1300 766 055.

FAQs For Parents and Students at Schools

I haven’t ordered my school photo before photography day. 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 passed you can place a post photography day order.  Orders placed after the close date on your order form will incur a $7.95 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 flyer and I need codes to order online.
If you have misplaced or lost your order flyer you can use our student search to find your child.  The search requires the student’s first and last name as well as the date of birth, all fields are mandatory. If the information entered matches the information provided to us by your school you will be able to place an order online.  If not, you will need to contact your school and ask them to reissue your code.

Do I have to return the order flyer to my school?
No.  All orders must be placed online.  Your order will be automatically processed so there is no need to return the flyer.

How do I order a sibling photo?
You can add it to your order when ordering individual packages online. Online sibling orders close at 8am on the day of photography at Primary Schools and at 6am at some P-12 and Secondary Schools. 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 help@schoolpix.com.au.  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 help@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 stepbrothers and /or sisters (cousins do not apply).  This offer only applies to Packages, 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. 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.

My child was absent on photo day, what happens to my order?
If you ordered an individual pack for your child and they were absent on photography day we will provide a full refund*.  If you only ordered a group photo and no individual photos you will still receive the group with your child marked as absent.

If you ordered a pack and wish to change your order to a group only photo you need to let us know within 2 days of photography.  Contact customer service on 1300 766 055 or via email at help@schoolpix.com.au.  After this, your order or refund will be processed.
*Effective from 21/4/2022

How do I fill out the flyer?
You can not order using the product flyer provided to you. It is NOT an order form.  The flyer contains a sample of our package options and has your child’s personalised code that you will need to place your order using our online ordering system.

What should I do if I can’t find my flyer?
If they are unable to find your order flyer with your personalised code you can use our Student Search function to order prior to the photography day cut off.  If you require assistance please contact our customer service staff at help@schoolpix.com.au or on 1300 766 055 and they will assist you.

I can’t pay on photo day, what should I do?
You have until midnight 3 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 $7.95 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 flyer.  If you have 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 holiday period 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.

I want to order School Extras only.
Extras are only available to purchase online as additional items with a pack 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 cannot proceed until all data is provided, all photographs have been taken and all proofing has been completed by your school (if applicable). Please allow up to 4 weeks.

Are we able to obtain a record of all school photographs for school use?
Yes, we provide a digital link for 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 our schools, as well as many other benefits

  • Free teachers pack of their individual portrait PLUS a free class group photo of each group they appear in
  • School records of all groups, including sports and miscellaneous
  • Digital images of all portraits and groups taken on the day
  • Graduation folders for year 6 and year 12 students
  • Plus much more!

What other services do you offer?
We provide photos for Secondary Schools, Primary Schools and Preschools. We also offer Sacraments 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  Your Account Manager will provide you with a digital newsletter graphic to share with your community.

FAQs for Preschool Parents

I lost my child’s order flyer, and I need codes to order online.
Don’t hesitate to contact customer service on 1300 766 055 or ask your Centre Director.

How do I order a sibling photo?
If you have siblings in the same group attending the preschool, we will photograph them upon request. The photos will be added to your child’s gallery for viewing and ordering after photography day.

How many stages does the Pre-View ordering system have?
Our preschool pre-view ordering system has four stages:

  1. Early Bird ordering
  2. Registration
  3. Proof Viewing – FREE post to home
  4. Proof Viewing

What is Early Bird ordering?
Early Bird orders are placed before photography which means you don’t get to see the photos first. Parents place an order for the package they want before photography day, and SchoolPix selects six photos to use in the pack. Early Bird orders also get rewarded with bonuses!

  • Orders over $70 receive a FREE 20x25cm share sheet
  • Receive a BONUS digital portrait pack of the six portrait images used in the printed pack when you order a Perfect Print, Kinder or Presentation Pack.

NB: The photos selected by SchoolPix for use in an Early Bird pack can’t be changed once photos are available in the gallery for proof viewing.

When do early bird orders close?
Early Bird orders close three working days after the last photography session. The job then moves to a “Registration” stage while the images are uploaded internally. Orders can not be placed during this stage.

What is the register stage?
The registration stage is between Early Bird ordering closing and the Proof Viewing stage opening. If you want to be notified when images are ready to view, you can register by going to https://schoolpix.fotomerchanthv.com/ and entering the personalised Internet ID on your order flyer. Add your name and email address, and then click on the link on the “Important Information” pop-up, which will take you to a registration form. Complete the form and submit it; you’ll be notified as soon as the photos are ready to view.

NB: Registration can also be completed during the Early Bird stage.

What is the “Proof Viewing – FREE Post-to-Home” stage?
Each child’s photos are available to view in their personal gallery allowing families to select their favourite images before placing an order. All orders placed in the 14-day FREE post-to-home period will be printed and sent directly to your nominated address within Australia. The end date for your preschool’s free delivery period is displayed in your gallery.

What is the “Proof Viewing” stage?
Your child’s photos move to the “Proof Viewing” stage and stay there once the free post-to-home period has expired. You can order at any time throughout the year. The package prices remain the same, but a $7.95 postage and handling fee applies.

How does your ordering system handle Rotational Groups?
If your preschool has rotational groups, each child will be photographed in all the groups they attend on the days we photograph. If you order during the Early Bird stage, your photo package will include the group photo taken on the same day as your child’s portrait/activity photos. Parents can purchase additional group photos after photography day once the photos are ready to view.  

We recommend you wait until the Proof Viewing stage to place your order if you would like to select which group photo is used in your pack or Memory Book or if you would like to order more than one group photo.

I did not receive my order, or my order was incorrect. What should I do?
Contact customer service on 1300 766 055.

I purchased digital images. How do I download them?
An email with your unique code will be sent to you when they are ready to download. 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 in which they were taken.

How much do the photos cost?
Our products and prices are listed under the Preschool Packages section of this website.

Do you give refunds on orders placed before photography day (Early Bird ordering)?
SchoolPix offers a 100% money-back guarantee on our paper and print quality. We only deliver photographs we consider to be of the highest standard. If, for some reason, you are not 100% happy with the print quality, please contact our Customer Service team on 1300 766 055 or email help@schoolpix.com.au.

Early Bird orders offer the convenience of SchoolPix selecting your child’s images for you while rewarding you with bonus digital files and a print. If you elect to order at this stage, we do not offer a full money-back guarantee on the photos we select for you. Our preschool photography style is activity-based, allowing children to move freely around the centre while we capture them in a relaxed and natural setting. The result is photos of the child doing what they like to do inside and outside and with them looking at the camera and looking away. We select the photos we believe are the best ones of your child while providing you with a variety of images. If you are unhappy please contact our Customer Service team to discuss your situation.

Do you give refunds on orders placed after photography day?
If you place an order when the photos are in your gallery we do not provide a refund as you have viewed all of your child’s photos before placing an order and therefore approved the images you purchased. We do not refund for change of mind.

Will my child miss out on having their photo taken if I don’t order before photography day?
No, your child will not miss out. We take an individual portrait and a group photo (for 4-year-old groups) of every child, whether we have an order or not by photography day. Our ordering system allows for pre-orders (Early Bird) or post orders (Proof/viewing), so there’s plenty of time to place an order.

What should I do if I can’t find my how-to order flyer?
Ask your preschool for your unique ordering code. All the packages and options are displayed once you get online. You don’t need the order flyer to place an order as all orders must be placed online.

Can I order additional photographs?
Of course! Additional orders can be placed using our online ordering system. Use the Internet ID on your flyer 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.

How do I order extra prints and products after photography?
Additional prints and products can be ordered at any time online using the unique code found on your order flyer. You can place your order here. If you don’t have your code, don’t hesitate to get in touch with our customer service team on 1300 766 055. Orders placed after our free delivery period will attract a $7.95 postage and handling fee.

What are your standard delivery terms?
Orders are shipped within 21 days of ordering (excluding our Christmas shut-down period).

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FAQs For our Online Proofing System

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 our secure payment gateway.  *Please note that we do not accept AMEX or BPAY.

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.

FAQs for Sacrament Photography

How do I order?
All orders must be completed online so there’s no cash to handle! A code will be provided to access our online viewing gallery, allowing photos to be viewed and favourite images selected before deciding to purchase. The personalised code and information on how to view the gallery will be provided on photography day. The photos will be ready to view a few days after photography so we encourage you to register so you are notified via email when the images are ready to view.

How do I get free delivery?
You will be given around 2 weeks to order to receive free delivery back to the school/church. A postage and handling fee of $7.95 will apply for any orders placed after the free delivery period expires.

Can I choose my images?
You will be able to select your favourite images from the gallery and order a single print, single digital file or create your own pack. Prices start at just $30.