FAQ

General FAQs

What method of payment do you accept?
Online payments can be made using PayPal or by VISA or MASTERCARD using our secure payment gateway. *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 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 form and want to order online.  What do I do?
If you have misplaced or lost your order form 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 photography day. 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’ve lost my order form and want to order using the paper order form.  What do I do?
You can’t order using the paper order form and pay cash on the day.  You must order using our online ordering system at www.schoolpix.com.au

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 or email help@schoolpix.com.au.  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.

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 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 form and I need codes to order online.
If you have misplaced or lost your order form 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.

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

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. Check your order form for the correct time.  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.

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?
Although our order flyers are personalised for each child we also provide blank ones to the school office.  So please ask for a spare order flyer at your school’s reception.  If they are unable to provide you with one 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 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 $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 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 flyer. This is due to our production process.

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 (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 all of 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 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.

FAQs for Preschool Parents

I lost my child’s order flyer and I need codes to order online.
Please contact customer service on 1300 766 055.

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

I did not receive my order or my order was incorrect.  What should I do?
Contact customer service on 1300 766 055. Please supply your reference number starting with SX.

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 they were taken in. If you have your unique code you can download your images from here.

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 order by photography day?
No, your child will not miss out.  We take an individual portrait and a class group (when permitted) 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 flyer?
You can only order online.  No paper orders or cash payments will be accepted.  If you are having trouble ordering please 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 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.

I can’t pay on photo day, what should I do?
We photograph all students, with or without an order.  Remember you can order and pay for your photos at any time.  Any orders placed after photography may result in a $7.95 postage 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 Internet ID on your reorder 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.

FAQs About our Preschool Payment Systems

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.  Use the unique code found on your order flyer and place your order here.  If you don’t have it please contact our customer service team on 1300 766 055.

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FAQs For our Online Proofing System

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 help@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 21 days of the expiry of the “free delivery” 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 “rubbish bin” icon 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.

I want to choose the photos in my Memory Book/s, how do I do this?
When building your own pack or buying the memory book on its own, you will be able to select which photo you would like on each page before adding it to your cart. Simply press select and choose your preferred photos from 1 to 7.

How do I choose a photo on a product?
You will be able to choose which photo you would like printed when you select the item.

I just want to order a single Memory Book, where do I find it?
Click on “Individual Products” in the menu on the right.  Then scroll down and select the Memory Book. You can now edit the book with different photos or just order it as is.

I just want to order a single sheet/s, where do I go?
Click on “Individual Products” in the menu on the right.  You can now select from the many different sheet styles by selecting the item and adding to your cart.  You can have different photos on each photo sheet if the template allows for more than one image.

FAQs for Confirmation and Communion 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 code and information on how to view the gallery will be provided via a digital newsletter graphic before photography day and on a slip handed out to families on photo day. The photos will be ready to view a few days after photography so we encourage you to register so you are notified 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. A postage charge 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.