Q. When is our school scheduled to have Family Day?

Please check with your child's school, look on our website www.coffeepond.com or call us at (800) 632-2323 ext. 0.

Q. How can I schedule an appointment?

Appointments can be scheduled by calling us at (800) 632-2323 x 0. One of our Customer Care Life Guards will assist you in scheduling a convenient time.

It is very important to give your school's name at the time you make your appointment in order to keep an accurate list of who has signed up from your school. We also need your email address at the time of your appointment in order to give you access to your family portraits on line. Your email address is never given or sold to anyone else.

Q. How long is the sitting?

Each appointment lasts approximately 30 minutes. Larger groups must schedule more than one block of time.

Q. How can I best prepare my family for the sitting?

This depends on who is being photographed!

Infants
If they're well-rested fed, and in a new diaper, chances are you'll have a successful sitting!

Toddlers
If you're the parent of a toddler, you know the answer to this varies by the minute! Our experience is that mid-morning or just after a nap generally works well. Make sure to bring plenty of non messy snacks and a sense of humor. If you're relaxed about the experience, chances are your toddler will respond. Our photographers are specially trained to work with small children. Allow the photographers to work their magic. For parents that stay in the background, beautiful pictures are generally the reward.

Pre-School to School Age
If you've survived photographing your toddler, this age group will be a breeze. Explain in simple terms what will happen during the sitting and make sure they are well-groomed.

Q. What should I wear? The basic rule of thumb is comfort. If your clothes are comfortable, you'll be comfortable. While there are no such things as good or bad colors, there are some general guidelines:

Choose colors and styles you like. If you're not sure what looks good on you, ask a friend.

Avoid busy fabrics and wild patterns.

Avoid choosing one-color outfits. For example, no red shirt-red pants combinations or all white or all black outfits.

For group photos, you should still try to avoid the aforementioned one-color outfits. Clothing must lend itself to the portrait, not dominate it. Your family should be the most important element of the portrait, not the clothes. To help create harmony in your family portrait you can select at least one color in each outfit that is the same. Remember you all will appear in the same finished portrait so avoid polka dots and stripes next to each other.

Q. What is the Fundraising Fee my school charges to sign up? Is it refundable?

The entire fundraising fee is paid directly to and retained by the school as part of the school's fundraising efforts. Any refund of the fundraising fee is at the discretion of each individual school and is not the responsibility of Coffee Pond Photography.

Q. What is the Coffee Pond Administrative Fee? Is it refundable?

At the time of booking we charge each family that signs up a $35.00 administrative fee that is retained by Coffee Pond. This fee helps to cover a portion of our expenses related to the event including-- scheduling, family day preparation, image management, image editing, image posting, order handling, additional customer care, and overall program management. The administrative fee is not refundable. The administrative fee must be paid by credit card at the time of scheduling.

Q. Can I place my order over the telephone?

In an effort to be more efficient and to help keep our fees as low as possible, all family day orders must be placed on-line using the password sent to you via email. On-line ordering is the fastest and most efficient way to receive your photos. Placing orders via telephone will greatly delay your order and is not encouraged or recommended.

Q. How long after the sitting will we receive our password to view our family portraits online?

An email announcing the posting of the pictures to the website will arrive approximately 10 days after the scheduled sitting. You may need to turn off any filters or blocking software during this time to be sure you receive this email. The password will not be valid until the images have been posted to the Coffee Pond website. The on-line ordering system provides you with the fastest and most efficient method of viewing and purchasing your photos. We will mail your final portrait order directly to your home. You will receive periodic reminder emails about viewing pictures after your scheduled sitting has taken place.

Q. How do I order prints online? Is there a fee?

After the sitting is completed, an email will be sent to you that will contain your password allowing you to access your family portraits on-line. To order prints on-line go to www.coffeepond.com. To locate your images click on "Family Day Program." Select "order portraits" from the drop down menu. Take a minute to read the helpful suggestions for navigating the site and placing your order. Click on the link under the section entitled Locating your Families' Images. Enter your password. There is no additional fee for ordering your prints on-line.

Q. If I am having technical difficulties placing an order online how do I order? If there is a technical issue with the website that prevents you from placing your order please contact the Family Day Department. Email us at familyday@coffeepond.com or call (508) 907-6633 ext. 118 or ext. 128(MA) or (800) 632-2323 ext. 118 or ext. 128 (outside MA).

Q. How long will it take to receive our final prints?

Generally your final prints will be shipped within 2-3 weeks from the date we receive your order. Every effort is made to deliver your final prints in plenty of time for the holiday season. The earlier the order is placed the sooner the order will be shipped.

Please be aware any retouching of your photos will require additional processing time. Coffee Pond strongly urges you to submit your order on or before the due date that came with your Family Day password to avoid any possible delays in receiving your order prior to the holidays. Orders for holiday cards and quantity prints usually take priority and may be sent separately from the rest of the print order.

Q. What is the due date to place a Family Day order?

The assigned due date to place your order will arrive with your password in an email confirming your Family Day appointment. You will be reminded of this due date in follow-up emails notifying you of the posting of pictures to the website and ordering.

Q. Holiday Ordering. What if our order is turned in after the due date? Will we receive our pictures in time for the holidays?

Coffee Pond will make every effort to process and deliver your order in a timely manner. Keep in mind that the months leading up to the holiday season are a very busy time for us, so it is critical your order is submitted on or before your due date. If you miss your due date and your order is submitted after Friday December 4, 2009 we cannot guarantee you will receive your order prior to the holidays.

Q. How long will the 2009 family portraits be available online? How do I order after the deadline?

The Family Day portraits will be available on-line from September 2009 through March 31st 2010. After the deadline you will need to contact the Family Day Department in order to place an order for the 2009 pictures. Additional fees will be charged if ordering after the deadline. Email us familyday@coffeepond.com or call (508) 907-6633 ext. 118 or ext. 128(MA) or (800) 632-2323 ext. 118 or ext. 128 (outside MA).

Q. Can we purchase prints from the previous years' photographs?

Yes. Coffee Pond Photography retains the previous years' photos on file. Please contact the Family Day Department for further information.

Q. Can I have my pictures retouched? What does it cost to do minor retouching?

Yes, it is possible to have your pictures retouched. However, photos are not retouched unless specifically requested by the customer. Retouching requests must include, in some detail, what is to be retouched. The cost depends on how extensive the retouching is.

Basic retouching includes removing simple facial blemishes, removal of stray hairs, etc. The base cost is $30 per head within a single frame. Please allow additional time to process and deliver retouched orders.

More extensive retouching will require individual quotes. To get a quote please contact the Family Day Department (800) 632-2323 ext. 128. Please allow additional time to process and deliver retouched orders.

Q. Who can Parents contact with questions about their Family Day Order?

If parents have questions about their Family Day order they can contact the Family Day Department via email at familyday@coffeepond.comor call (508) 907-6633 ext. 118 or ext. 128(MA) or (800) 632-2323 ext. 118 or ext. 128 (outside MA).

Reprint Policy

• We do not issue refunds. If you are dissatisfied with the quality of your prints, please contact us within 10 days of receipt of your order for a reprint.
• Be sure to proof read all items where you are adding text as we will only reprint if it is our error.
• Once the order is submitted it is final and cannot be changed. You are responsible for the full retail cost of subsequent orders to correct any error including shipping.
• If your order is damaged in transit, please contact us immediately. You must hold on to the damaged package and items for potential inspection by the carrier.
• Shipping charges on your original order are not refundable.
• We may ask you to return the affected prints in order to reprint the order. Please include a completed Reprint Form, enclosed with your order, and send everything in one package to the address listed below:

Coffee Pond Photography Family Day Department 19 Strathmore Road Natick, MA 01760 (800) 632-2323 ext. 118 or 128