Frequently Asked Questions

How can we help you?

Safety Protocols

Edge Imaging procedures allow students to remove their mask while being photographed. However, some boards/schools may have different rules and require students to keep their masks on during their photo session. Please refer to the communications sent by your school for more information.
Edge has implemented a new photography set-up and new procedures to ensure social distance compliance:
  • Photographers are educated and tested
  • Edge staff supplied with PPE/instructed how to properly wear it
  • Wayfinding signage in use to instruct staff and students where to walk
  • We’ve eliminated our pre-pay program so students no longer hand order forms to photographers at the camera; instead, parents can purchase photos after photo day online
  • We work with each board/school and local public health authorities to ensure we are compliant with vaccine directives
By ordering online, we are reducing the number of touchpoints of physical items going through the school, therefore reducing the likelihood of spreading COVID-19. The online ordering site also ensures a faster turnaround on your order.
Yes. Give our customer care team a call and they will happily help you place your order! You can reach us at 1-888-416-3343, by email at or by using live chat during business hours on
Don’t worry – you’ll still receive your photo package! If your school has closed, we’ll hold off on printing your order until the school reopens. At that time, all ship-to-school orders will be printed and delivered to the office.

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Ordering Information

  1. Take advantage of our mobile-friendly online ordering site Log in to receive special perks like special pricing and extra products to choose from!
  2. Place your order over the phone with one of our customer care members. Simply give us a call at 1-888-416-3343. We’re happy to help!
Please contact us with your child’s job code and subject ID if you have a friend or family member who would like to purchase their own set of photos, and we will set them up with their own login codes. This is to prevent address mix-ups and ensure that each photo package arrives at the correct home.
Yes! We’ve completely redesigned our online ordering site to have mobile-first functionality. It’s easy, convenient, and secure to order on any device.
As a security precaution, your portrait code and pass code are required to view your child’s photos online. You can securely find your login code(s) for every year photographed by Edge at Alternatively, you may send us an email with your child’s full name, school name, city/town, and student ID number. Please Note: Entering a student’s OEN number will not provide access to your portrait codes. The student number and the OEN are usually two separate numbers. The school can provide you with the student number if you do not have it handy.
Visit and type your school name in to find out when your original and retake photo dates are. We encourage you to sign up for email reminders and notifications so that you’re never left behind.
Each purchased photo, digital or printed, goes through our exclusive EdgeEffect™ process, ensuring every portrait we deliver has exceptional, vibrant colour. Your code and the instructions on how to download your digital photo(s) will arrive by email once all the orders from your school have been processed and printed (fall or junior milestone photo orders only). This code will allow you to download the digital version of all your photos.
Yes! What sets Edge apart from the competition is our ability to securely archive students’ photos. To order this year’s photos after the due date, order online at and select the “ship to home” option. If you require online codes from previous years, please visit To order from previous years, give our customer care team a call at 1-888-416-3343.
If you have three or more children in the same immediate family, living at the same address, in schools that are photographed by Edge, you only pay the full price for the first two children. Additional children’s photos are no charge. All your packages must be of the same value and taken within the same school year. The Family Plan applies to elementary and high school day programs only. Discounts cannot be applied to orders made in previous years; all three (or more) sets of photos must be ordered all together or within the same school year. You may obtain a single-use online code by visiting or call our customer care team at 1-888-416-3343 to qualify. Please note, all codes are verified and will be sent within 48 hours of the request.
Family Plan is now available online! Please visit and fill in your details to obtain your single-use personalized code. Please note, all codes are verified and will be sent within 48 hours of the request. All packages must be purchased in a single transaction online. Alternatively, you may contact our Customer Care team at 1-888-416-3343.
For order discrepancies, please contact a customer care representative at 1-888-416-3343, through live chat during business hours at, or send an email to We will have the corrected package reprinted and shipped to your home or school as soon as possible.
We accept Visa, Mastercard, American Express Visa Debit and payments through Sezzle. In situations where the above-mentioned payment methods are unavailable, a money order can be mailed in. The order will be placed once payment is received and processed. You will need to contact customer service to utilize this option. Customer Service Line 1-888-416-3343
No. Tax will be automatically added to online purchases.
Sezzle is a payment solution that gives you the freedom to buy now and pay later – with no interest! Your purchase is broken up into four equal payments over a six week period with absolutely no extra cost or interest. When you complete a purchase with Sezzle, we will process your order just like you paid in full, but you will have only paid a fraction of the cost. Please visit the Sezzle FAQ page for further details
Operating Systems Apple– Select System Preferences from the Apple menu, then click Software Update to check for updates. If any updates are available, click Update Now to begin install. You might be asked to enter your administrator password. It will require a restart.
Microsoft– Select the Start button, and then go to Settings Update & Security, and click Windows Update. If there is an update download and install; it will require a restart.
iPhone – Go to Settings, select General, and then tap Software Update
Android– Open your phone’s Settings app; near the bottom, tap System, then Advanced and then System Update. You’ll see your update status. Follow any steps on the screen.

Google Chrome– Open Chrome; at the top right, click More, and finally Click Update Google Chrome. Important: If you can’t find this button, you’re on the latest version. Click Relaunch.
Microsoft Edge- Open Microsoft Edge, open the menu in the browser by clicking the 3 dots in the top right of the screen. Hover over the Help and Feedback menu item, a sub-menu will appear, Click About Microsoft Edge. The About screen for Edge contains some information about Edge and will also cause Edge to check that it’s up to date. If it finds that there is a newer version of Edge available, it will download and install the update. You will need to restart the browser for the update to be complete.
Firefox– Click the Menu button. Find Help and select About Firefox. The About Mozilla Firefox window opens. Firefox will check for updates and download them automatically. When the download is complete, click Restart to update Firefox.
If you’ve spent more than $32 per student on a school day photography program, you qualify for a free bonus 2022 calendar! Simply enter a code at checkout, and your calendar bonus will be added to your cart and arrive with your photo package. Please note, these are design variations for Elementary and High School programs. Please enter code ‘ECAL23’ for Elementary or code ‘HCAL23’ for High School.
Edge has a satisfaction and refund policy that can be found here. We will make every effort to ensure you are satisfied with your purchase and cherish your portraits for years to come.

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Simply download our permission form, fill it out, and have your child bring it to school on retake day. They’ll need to show it to their teachers to be able to leave class for their retake. Please note that retake days are scheduled at the discretion of the school. Visit to see whether we’ll be at your school for retakes.
Absolutely! You’ll be able to choose from the photos taken on your child’s original photo day or their retake session. The choice is yours!
For ease of ordering, students’ retake photos will be available online using the same portrait and pass codes that you used to access their original photos. In some cases, you may need to clear your browser history in order to be able to see the retake photos.

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Standard retouching helps to remove blemishes on your portrait. Premium retouching helps to removed blemishes as well as whitens teeth, removes shadows under the eyes and even food from a morning snack. For additional retouching please email or call Customer Care representative at 1-888-416-3343 for a quote.
We do our best to include your retouched photo in your yearbook. However, we will use the first pose taken for each student to maintain a uniform look and help streamline the design process.
You will have to return your complete photo package back to us after consulting with a member of our customer care team. Although we will reprint your photo package at no cost to you, you will be charged the retouching fee, as well as a shipping & handling fee.

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Group Photos

Yes! Edge Imaging will continue to put the safety and wellbeing of our students and staff first. Class/group photos may vary from school to school. 1. Class composite - created using each students individual photos. 2. Spring outdoor photos - taken with the students seated/standing with one another.
Edge Imaging has explored new ways to provide the traditional class photo in these unprecedented times. We’re happy to announce our newest complimentary item, class photo digital downloads! Access codes will be distributed by the teacher to each student in their homeroom.
Group photos vary by school. Communication will be sent via your school regarding group photos.
This varies by school. If your school typically receives a group photo, one will be provided for each student in the class, regardless of whether they are in the picture.
If a group photo was taken of your child’s class, yes, you can! You may order a premium group product of your child’s class group photo online at Premium group products are available for purchase as a standalone item, or as an add-on if purchasing a photo package/product.
Sign into your student’s Edge Imaging account online. If you can see your students’ individual portraits in the gallery, you’re in the right place! Select SHOP followed by PRINTS. For privacy reasons, you will see a sample class photo in the shop area – NOT your students class photo.
No problem! If you prefer your child’s picture not be distributed (in a group or individual photo), your child should NOT be photographed on photo day (in group or individual). Inform your child’s school of your preference so they can ensure your child does not have their photo taken.
  • Your child’s school does not take group photos.
  • Your child was not present on the day the group photo was taken and may not be linked to the image.
  • Your child’s class group photo has not been taken yet. Photo day may not have happened yet, or your school prefers to have group photos taken on retake day or in the spring.

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There are two ways to sign up for your graduation portraits. Your school may have sign-up sheets in the office, or you may be able to book grad appointments online at with your school code. A digital flyer will be available to provide you with detailed program information. We encourage students to book their appointments early as spaces fill up very quickly.
Please call our customer care team at 1-888-416-3343 to pay with a credit card.
The sitting fee grants you time with a professional photographer, cap + gown + sash and a selection of backdrops. You will also receive a graduating class composite. - They're delivered to and distributed by the school before the end of the school year. Your sitting fee does not go towards the purchase of the images.
We recommend wearing a white collared shirt, with a tie if you’d like. Your session may also include casual shots – check your appointment notice or school office for details. For more information on what to expect from your graduation photo session, watch this video.
As always, Edge Imaging takes measures to ensure the safety of students being photographed. In addition to our well-trained staff and a clean environment, we are following the same protocol as the Retail Council of Canada and local public health authorities with regards to gowns. Each gown is used by one student and staged for a minimum of 24 hours before it is reused. Gowns are optional; students may be photographed without a gown – we suggest a white collared shirt and a solid-coloured tie for a traditional look, or wear something that shows your personality – it’s up to you!
Edge will be providing props (flowers, books, etc.) during your photo shoot. We strongly encourage students to bring in their own props as well to contribute to a more personalized shoot.
An email will be sent to you approximately three to four weeks after your photo session. This email will include the portrait code and pass code required to view and order online.
Each high school or university graduation portrait you order from Edge Imaging is manually retouched by one of our talented retouching artists. It's our gift to you! This will include: - Blemish correction - Redness correction - Teeth whitening - Skin smoothing - Lightening of under eye circles Advanced retouching is available for braces, hair, etc.. Please contact us for details and pricing. Customer Service Line 1-888-416-3343
You will need to book an appointment for retakes- for both in-school sessions or in studio. Please visit to find your school and appointment availability Please note: We are unable to guarantee whether it is your retake or the original photo which appears on the class composite, wallboard, or yearbook.

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Photo orders with standard shipping selected are shipped through Canada Post. They are the ones who determine the cost of shipping to your home from the Edge Imaging lab in Burlington, Ontario.
At this time, free shipping is offered only on ship-to-school orders. Keep an eye on your inbox, though, as we may send out limited-time special offers on free shipping from time to time.
If you are placing an order for school photos after the due date listed on your proofs, you must have them shipped to your home.
Shipping your photo order for free to the school may take as long as seven-eight weeks from the day you place your order. This is because we don’t start printing photos until all orders have been collected, after the due date.
Yes! One you arrive please call the number on our reception doors; we will bring your order out to you. Please Note: Our Customer Care team will contact you via phone or email once your order is ready to be picked up.

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