FAQ

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General Questions

How safe is your website?
How can I provide feedback about my recent experience with Shooting Stars?
How can I introduce Shooting Stars to my league rep/president?

Before Photo Day

I don’t have an order form. How can I order photos before Photo Day?
We have a team appointment already. Do we need to make separate appointments for the individuals?

Ordering

How do I place an order for Photo Day?
How do I pay for photos on Photo Day?
Which order envelope do I use?
Where can I find my tax table?
How can I opt out if I do not want an access code?
If my school has a deadline for my pose selection, how do I find out when it is?
What if I missed the deadline to select my pose?

On Photo Day

I am a coach, how should I check my team in on Photo Day?
What if we forgot to bring our prepay receipt?
What if it rains on Photo Day?

After Photo Day

How long does it take to receive photos?
What if I’m not happy with my photos?
We have not received our photos, what do we do if we want to retake?
Can I reorder photos and photo products after Photo Day?
I didn’t get an email with a link for my child’s photo. Does this mean that something is wrong with my order?
I got my access code. Why am I being asked to order again?
I got my access code. When will I get my photos?
Can you send me a code for the team photo?
I have two kids, can I re-order both at once?

Make-Up Day

What if a few of my players can’t make it to Photo Day?
What do I need to bring to Make-up Day?
When will we know the date and time of Make-up Day?
What if I can’t attend either Photo or Make-Up Day?

GENERAL QUESTIONS

Q. How safe is your website?

A. We have taken every step to make our website as safe as possible, and any information you provide us with is solely used to process your order. We do not share this information with any other entities, for any reason.

All monetary transactions are encrypted and sent through a Secure Socket Layer (SSL) provided by Digicert. Credit card information is never stored, and is cleared from our system completely as soon as the transaction is completed.

Additionally, all player photos are each given their own unique password. So no one but you will see your child’s photo! return to top

Q. How can I provide feedback about my recent experience with Shooting Stars?

A. Please feel free to provide us with any feedback you may have by using the Feedback Form available on our website. All input is valuable, as we want to be able to provide you with the best possible experience. return to top

Q. How can I introduce Shooting Stars to my league rep/president?

A. The easiest way would be to let your team parents and board members know to contact us. Be sure to highlight the most important benefit of using Shooting Stars as your organization’s photography vendor – less work for them and more play!

Any representative from your organization can click the Request a Proposal quick link on the right to get in touch with our New Accounts team. return to top

BEFORE PHOTO DAY

Q. I don’t have an order form. How can I find out pricing before photo day?

A. Order Forms and Photo Day Info sheets are mailed to the league a few weeks before Photo Day. If you have not received one yet, please check in with your coach to collect yours.

Alternately, you can place a pre-pay order by click the Place Pre-Pay Order link on our website. Your league code is listed on your Photo Day Info sheet. If you have not received yours, you can call our customer service department at (800) 311-7784 x11, and a representative would be happy to help you.

If you are with a school
Please check in with your school office to see if an order form is necessary. Depending on your pay type an order form may not be needed. If an order form is needed, please check with the office for extra order forms, or use the Place Pre-Pay Order link on our website. return to top

Q. We have a team appointment already. Do we need to make separate appointments for the individuals?

A. Included in your team appointment is time for any individual and buddy photos the players would like to take. You do not need to worry about also booking individual photos if you team is already scheduled. return to top

ORDERING

Q. How do I place an order for Photo Day?

A. Before Photo Day we ship order envelopes to the league/school. These are then passed out to the coaches/teachers so that they can pass them along to the individuals. Extra forms are always available on Photo Day, as well. Just speak with any photographer or front person and they will be happy to assist you.

Alternately, to place a Pre-Pay online, click the Place Pre-Pay Order link on our website to begin the process. Your league’s code is listed on your Photo Day Info sheet.
To order team and individual photos, please make sure that the Buddy Shot? box is left unchecked when you create your subject, otherwise you will be brought to the specific pricelist for buddy photos.
At the end of the order you will be asked to print out your Proof of Purchase. Please make sure to bring this to Photo Day so that we can correctly match your order with your photo. return to top

Q. How do I pay for photos on Photo Day?

A. You can pay by check, cash or credit card. If you’re paying by cash, please be sure to enclose the exact amount, as change is not available. Also, be sure to include sales tax with your payment—refer to your Photo Day Info sheet for the local tax table.

Order FormWhen placing more than one order, please either submit one payment per order
envelope, or indicate the name of the other player for whom you are ordering
somewhere on your form. return to top

Q. Which order envelope do I use?

A. Each order form comes with two sections, separated by a perforated edge. On the top is the Buddy form, and the bottom is the Team/Individual form.

Please be sure to list any orders on the corresponding envelope (buddy orders on the buddy form, individual orders on the individual form). This will help us to ensure that your order is produced correctly. return to top

Tax Table

Q. Where can I find my tax table?

A. Tax tables are included in your Photo Day Info sheet. return to top

Q. How can I opt out if I do not want an access code?

A. There is a simple check box on the top right of your order form that will allow you to opt out of online viewing. return to top

Q. If my school has a deadline for my pose selection, how do I find out when it is? What if I missed the deadline to select poses?

A. Please refer to your Picture Day Info form, or check in with your office to learn more. If you have missed your pose selection deadline a pose will be selected for you for yearbook purposes. return to top

ON PHOTODAY

Q. I am a coach, how should I check my team in on Photo Day?

A. Coaches, or a representative for the team, should arrive at least 15 minutes before the scheduled photo time to check in. Our front staff will guide you through the check in process, which includes a couple of quick, painless forms. If you are having trouble finding the front staff, just look for the blue tents. return to top

Q. What if we forgot to bring our prepay receipt?

A. If you get to Photo Day and realize that you’ve forgotten your prepay receipt, please just fill out a new form and indicate somewhere on your form “online order.” We will then match up your order on our end.
If Photo Day has already passed, please fill out a Correction Request by clicking the Place Order Correction link on our website. return to top

Q. What if it rains on Photo Day?

A. Shooting Stars will not cancel Photo Day unless the weather is so extreme that we cannot safely continue (for example: flooded fields, heat wave, high winds, lightning, etc.). If there is rain, our photographers and customer service representatives will be set up under tents. With that in mind, light and/or infrequent showers can be easily managed.

The league may cancel Photo Day at any time due to inclement weather or field conditions. If you are a league representative and this is a plan of action you’re considering, we kindly ask that you let us know ASAP. If you are a team representative and prefer to reschedule for Make-up day, visit our Request a Make-up Day page.

To see whether your shoot has been rained out, you can also call our Rainout Hotline. To reach it, please dial (800) 311-7784, and follow the prompts. Press 1 for Customer Service, and then press 5 to be connected to the Rainout Hotline. As soon as a league formally cancels due to inclement weather, we update the hotline. return to top

AFTER PHOTO DAY

Q. How long does it take to receive photos?

A. Photos taken on Photo or Make-up Day generally ship to the league or school within 3-4 weeks. Reorders and corrections are mailed direct and arrive within 10-14 days of the date ordered. return to top

Q. What if I’m not happy with my photos?

A. If you are not 100% satisfied with the quality of your photos, you are welcome to attend your League’s Make-up Day for a retake at no additional cost. Please just contact our scheduling department by clicking the Request a Make-up Day link. If you are unable to attend Make-up Day, Shooting Stars will be happy to provide you with a full refund in exchange for your photos. return to top

Q. We have not received our photos, what do we do if we want to retake?

A. If you would like to come to the Make-up Day, even if you haven’t received your original photos, you are more than welcome to do so. Please just contact our scheduling department by clicking the Request a Make-up Day link.
If you are with a school, please be sure to follow the links for Student Make-up Day.
return to top

Q. Can I reorder photos and photo products after Photo Day?

A. Absolutely! We provide all players with an online access code for reordering. These codes are active for a full year and you are more than welcome to place an order at any point during that year. Please note, however, that prices and packaging structures are different after Photo Day. return to top

Q. I didn’t get an email with a link for my child’s photo. Does this mean that something is wrong with my order?

A. These emails are fun but not the primary method of receiving the access codes, and have no bearing on your actual photo order. Each photo package will arrive with an insert that has the player code printed on it. return to top

Q. I got my access code. Why am I being asked to order again?

A. Codes are sent on the day that photo orders are shipped out, so if you received yours it means that any ordered photos are on the way. You can always reorder using your access code, but you are not being asked to process your original order again. return to top

Q. I got my access code. When will I get my photos?

A. Photos orders are most often shipped to the league or school. If you have received a code email but haven’t seen your Photo Day order, please check in with your coach or teacher to see if they have collected your group’s photos yet. return to top

Q. Can you send me a code for the team photo?

A. We do not upload team photos to our website, but you can still order team products with your individual access code. Many of the items have a “+ options” button which will allow you to order the product with a team photo. Team products can also be added to a package for a discounted price, or ordered a la carte under the heading “team photos & Tribute plaques”. return to top

Q. I have two kids, can I re-order both at once?

A. Absolutely, and we recommend that you do to avoid unnecessary shipping costs. Once you have selected the items you would like for one child, click “view cart”. At the bottom of the page you will see a button that says “order from different gallery”. Click this button to enter your second access code. You can now order additional items for a different photo or player, and add them to your current cart. return to top

MAKE UP DAY

Q. What if a few of my players can’t make it to Photo Day?

A. If you’re only missing a few players, we encourage you to attend Photo Day. If you’re missing more than a few players, please decide as a team if you’d like to reschedule for Make-up Day. We feel it’s best to reserve Make-up Day for players who missed Photo Day or need to retake photos. Consider the following:

• Make-up Day photos cannot be retaken.
• Make-up Day photos may arrive after the season ends.

If you decide as a team to reschedule photos for Make-up Day, please visit our Request a Make-up Day page. return to top

Q. What do I need to bring to Make-up Day?

A. If you are retaking a photo, we will have your original order form on hand, so no additional paperwork is necessary. We only ask that you bring your original photo order to return in exchange. Please keep any photo mounts that your order may have come with, as these are not reproduced.

If you missed photo day, please bring any pre-pay Proofs of Purchase you may have, or payment for your photo order. Our photographers will have order forms and tax tables on hand for anyone who needs them. return to top

Q. When will we know the date and time of Make-up Day?

A. Our goal is to have the schedule finalized two weeks before the photo date, depending on when we receive all necessary information. You will be notified from either your league or Shooting Stars with the confirmed time.

*Please allow us at least 48 hours to respond to your Make-up Day request. All final decisions come from the league/school. If you have not heard back from a request it is likely that we are still waiting for the final details to be confirmed. return to top

Q. What if I can’t attend either Photo or Make-Up Day?

A. If you cannot attend either Photo or Make-up Day, please contact our scheduling department by clicking the Request a Make-up Day link. We will do our absolute best to accommodate anyone who cannot attend their league’s shoots. return to top