FAQ

Contact Us

  • How do I contact Lifetouch Prestige?
    • Contact Us by Phone or Chat (Monday – Friday 8am – 8pm EST) 800-736-4775; please have your session ID handy for faster service. To contact us via email, please select Prestige Senior/Graduation Photos from the following link: Contact Lifetouch.

Picture Day

  • What measures is Lifetouch taking to make Picture Day safe during COVID-19?

Orders

  • When should I place my order?
    • Orders should be placed within 30 days of receiving your proofs. Many of our customers sharing their images with friends and family first to get their input and then place their order.
  • Can I get help placing my order?
    • Yes, please call us toll-free at 1-800-736-4775 for further assistance.
    • Please note, to protect your financial information we are unable to accept payment information through online chat.
  • How many proofs can I order from?
    • As many as you’d like. If you have at least four proofs you’d like to order from, we recommend the Perfect Package. Otherwise, you can order a package with a limited number of poses, and an extra fee will apply if you decide to order from more proofs than the package allows.
  • Can I order the proof set only?
    • Yes, but for a better value, we recommend ordering a package that includes a proof set. You can find the proof set by viewing our Products tab at the top of any page. Click Shop All Products, then Frames and Photo Displays.
  • What is a Portrait CD?
    • The Portrait CD can be used to save and store your (hi-res) images for years to come. If you ever need to reprint your portraits you can use the files on the CD to print up to an 8×10 portrait.
  • How long do I have to order?
    • Images may be removed from the website on June 15th of your graduation year but can still be ordered by phone up to 18 months after your photography session. To place an order with a customer service representative please call us toll-free at 1-800-736-4775.
  • I have two children graduating this year. Can I split a package between them?
    • You can but not on our website. You can call Customer Service at 1-800-736-4775 and they can help you.
  • I don’t need a package. Can I order by the sheet?
    • Packages offer our best value, but you can order individual sheets and products under our Products tab found at the top of any page.
  • How long does it take to receive my order?
    • From the time we receive your order, expect two to three weeks for delivery of your portraits.
  • What if I want more portraits after I order?
    • Not a problem. Simply access your online account and order more portraits.

Session ID and Access Code

  • Where do I find my session ID and access code?
    • There are three ways to locate your session ID and access code:
      • The session ID and access code are included in your proof set. (Proofs usually arrive 2-3 weeks after your sitting.)
      • If you provided your email address at the time of your session, we will include them in your “Welcome” email from Prestige Portraits.
      • If you have already added the images to your account, login and click the SHARE PORTRAIT PROOFS link at the bottom of your proofs page. Enter the email address of the person with whom you are sharing. We’ll send them a link to your student’s images. They can mark their favorite poses and items.  They can also place an order if they wish.
    • If you still need assistance in locating these credentials please contact Customer Service via live online chat or phone at 1-800-736-4775.
    • If you have not been photographed yet, visit prestigeportraits.com to find your local studio and make an appointment.
  • How do I add another student/set of images to my account?
    • After you have logged in to your account click the “View Proofs” button. From there, you’ll see the proofs you had previously added. In the middle of the left hand panel, you’ll see a drop down menu. Choose “Add a Portrait Session.” This will take you to a new page to enter the session ID and access code for the 2nd set of images.

Payment

  • What are my payment options?
    • You can pay for your order in full using Visa, MasterCard, Discover, or American Express. You can also use your PayPal account.  To learn more about payment plan options see below.
  • Looking for your Proof Deposit?
    • If you are the first person to claim images for a portrait session, any proof deposits that were made at or after the portrait session will be applied to your order. The website will show the proof deposit in the shopping cart and the final payment screen. Others that claim the session after you will not have access to the proof deposit.  Sitting fees are separate from proof deposits and are not refundable.  For questions regarding your proof deposit, contact us at 800-736-4775.
  • Is there any way to break up my payments?
    • You can pay for your order using PayPal Credit. Visit paypal.com for terms and conditions.
    • You can contact Customer Service via Live Chat or by phone at 800-736-4775 to hear more about our interest-free installment plans.
      • You must place the order by phone.
      • One full installment payment is due at the time you place your order.
      • Portraits will not be produced and shipped until the final payment is made.

Promo Codes

  • My promo code isn’t working.
    • Be sure you are entering the code in all capital letters.
    • Be sure that your order meets the requirements of the code (e.g. dollar amount, package name, etc.).
    • Be sure to add the items that are promised in the promotion (e.g. CD, Graduation announcements, etc.).
    • Be sure you are using a code that was sent to you by Prestige Portraits. We can’t accept codes from other websites.
    • If you still need assistance with your promo code please contact Customer Service via live chat or phone at 1-800-736-4775.

Retouching

  • Will my portraits be retouched?
    • Your finished portrait order will have basic retouching at no additional charge. Basic Retouching includes removal of skin blemishes. Premium Retouching includes evening of skin tone, teeth whitening (two shades) and softening of fine lines on the face. Premium Retouching can be added at checkout. To request additional retouching services, please call us toll-free at 800-736-4775.
  • Will my proofs be retouched if I order them?
    • If you order a proof set, you will receive a new set of proofs (without retouching and without a watermark). If you also ordered portraits, the proofs you ordered portraits from will include Basic Retouching.

Yearbook Pose

  • Looking to select a Yearbook Pose?
    • If you are the first person to claim images for a portrait session, you will have access to select the yearbook pose for that session. Others that claim the session after you will not have access to the yearbook selection screen.
    • If your yearbook requires you to select more than one pose, you can select your poses by contacting Customer Service via live chat.
  • How do I select my Yearbook Pose?
    • Once you have claimed your proofs:
      • Click “View Proofs”.
      • Look for the “Select your Yearbook Portrait” box.
      • Click “Select Pose” to open the selection panel.
      • View Yearbook acceptable images by using the slider arrows in the pop up window.
      • Once the large preview shows the pose you want to select for your yearbook, click “Submit Portrait” at the bottom of the window.
      • Confirm your choice by clicking “Yes, Submit Portrait.”
      • Your pose selection will be displayed on your proof page in the Yearbook Portrait box.
  • How do I change my Yearbook Pose?
    • Once you’ve made a yearbook pose selection, you cannot change it online. However, as long as your school’s yearbook selection deadline has not passed, you can change your pose selection by contacting Customer Service via live.

Watermark

  • Will there be a watermark on my images after I order them?
    • Yes, there will be a small watermark on the front of the images you buy. This is true if you order either print or digital copies.