Language: Français

Frequently Asked Questions (FAQ)

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Q. What happens to my order due to the postal strike/lockout?

We are hoping that the postal strike or lockout will not last too long. In the event it does, we will do one of the following options:

- Hand deliver the order to your door;

- Send the order by courrier;

- Wait for the stike to be over;

- If you ordered digital files on CD, we will send the files using a trusted file transfer service provider ( then send the physical CD once the strike is over

If you have any concerns or further questions, please call us at 613 837-8123

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Q. What is the deadline for ordering photos?

We do not have any deadlines for ordering photos. If you received an e-mail with a secured personal id, you will be able to view your photos and buy copies if you like.

If you did not receive an e-mail, please send us an email at with your name and school, and we will send you a secured personal Id.

Q. I lost my Secured Personal ID, how can I view my photos?

We will send you an alternate Secured Personal ID when you send us an e-mail with your name, e-mail address, and the date of your Convocation. For privacy protection reasons,  we will validate the information then send your new Secured Personal Id by e-mail.

Q. The image on the web site is too dark/light. Can you correct this?

Yes. Although most computer monitors are set up to display the best possible image, many factors may render images either darker of lighter than they actually are. Our high-quality professional monitor at the lab is calibrated on a regular basis to ensure optimum print quality.

Q. When will I receive my order?

Pictures ordered online, by mail, or by phone are mailed aproximately 2 weeks after the order is placed.

Q. How can I confirm you've received my order?

If you placed your order online, you will automatically be sent an email receipt with the details of your order at the email address provided during the purchasing process.

Q. Can I make copies of my prints or the images online?

Michel Chevalier - Imagine inc. owns the copyrights to all images taken by our photographers. You may not reproduce, modify, or publish any copyrighted material without the express written consent of the copyright owner, including, without limitation, print or electronic reproduction, publication or display.

If you purchase of a digital file we will provide you with all rights to display and reproduce the photo and the copyright marks will be removed.

Q. What photos are included on the digital file?

The digital files include images of all your photos.  You will receive a high-resolution copy of the original files taken by the photographers, which are suitable for printing and reproduction.  You will also receive a low-resolution and smaller size files, which are suitable for e-mails, facebook, or any other screen display.


Q. Is your website secure? Is it safe to submit my credit card online?
Do I have alternative payment options?

Yes! We are using the well-known and respected on-line payment processing solution offered by PayPal. You do not have to be registered with PayPal to process your payment using this solution. The Credit Card information remains with PayPal for processing the transaction and is never transferred to us.

If you are unsure or are still nervous about on-line payment processing we offer several alternative options:

1.                     By mail: You can take the option of placing your order by mail by choosing this option at checkout. The payment options by mail include, Visa, MasterCard, cheque, or money order.

2.                     By phone: We can process your order by phone if you call us at 613 837-8123. The payment options are Visa, or MasterCard.

3.                     In person: If you prefer to pick up your order yourself, please indicate “pick-up” on the order form. We will accept cash, cheques, money orders, debit cards, Visa or MasterCard.

What is Basic retouching?

The Basic retouching option removes or softens blemishes, lightens the eyes and teeth, removes glares in glasses, and removes excessive skin reflections. This option is designed to keep the natural features of the face and corrects highlights created by the flash. We do not perform any softening filters for this option to preserve a natural-looking photo.

If you wish to make corrections such as removing unwanted items in background, removing strands of hair, wrinkles, moles, applying soft focus, etc. the Advanced Retouching option is available for a small fee.

Q. What is Advanced retouching?

The Advanced retouching option covers items in the Basic retouching option, plus any special instructions such as removing unwanted people/items in background, removing strands of hair, wrinkles, moles, applying soft focus. This option is designed to alter the image and/or facial features. Every effort is done to keep the image looking as natural as possible.


Q. How will my final pictures be cropped?

Print cropping is usually done from the bottom of the image on all prints. More of the bottom of the image will be cropped off on an 8x10 than on a 5x7 because of the different proportions of the print. We will crop according to our best judgment or we can crop according to your instructions if it is feasible to do so.


Q. What is your return policy?

We have a 100% satisfaction guaranty policy. If you are unhappy with your printed pictures, please contact us and we will be happy to work with you toward a resolution. If you simply want a refund, return your photos with a note stating that you do not want them and we will be glad to give you a full refund. Please note that digital images are not refundable.


Q. How can I contact you if I have additional questions?

Please visit Contact Us for our contact information.