Thanks for contacting Lors customer service. We’re here to help!
To serve you better, please browse the quick links below by first choosing the category (Senior, Undergraduate, Candids).
There you’ll find immediate answers to our most frequently asked questions.
If you don’t see your subject/question/answer listed and still need assistance, please click "My Subject/Question/Answer is not Listed" and then click the "Complete and Submit the Customer Service Request Form" button below. You will then enter your information in the contact form, and click ‘Submit Request’ so we can look up your information and assist you faster. Once submitted, a Customer Service representative will respond to you within one business day.
You can go to Lors Scheduling to schedule with your username and login that are included on your appointment letter or email. If you do not have that information you can click 'Forgot Password' to receive new credentials. If you still can't access the schedule, please give customer service a call.
You will automatically be notified by email with information regarding make-up dates at your school. If you are unable to attend a make-up session, or have missed your make-up appointment, it will be necessary for you to contact us by phone to schedule a date for your portrait at one of our remote studio locations.
Your username and password can be found in either the email or letter that notifies you about your appointment. If you have not received, or have misplaced your notification, you can to Lors Scheduling and click 'Forgot Password' to receive new credentials. If you still can't access the schedule, please give customer service a call.
You can reschedule your session on our website by going to Lors Scheduling and logging in again with the same username and password you used to schedule your appointment. Make sure that you scroll the calendar to view our future appointments for your school. If you find that there are no open appointment times available, please contact our Customer Service group.
Check your school appointment letter/email for information on your school's yearbook pose requirements. If a tuxedo and/or drape is required, it will be provided by Lors. We also generally provide the cap and gown as well as Senior and Graduation year props. If casual or personality poses are included, make sure to dress to impress and feel free to bring a prop that represents your unique personality!
If you are not satisfied with the results of your initial portrait session, you can schedule a retake for any or all of your poses during your school's make-up days by going to Lors Scheduling and logging in with the same username and password you used to schedule your initial appointment. Make sure that you scroll the calendar to view our future appointments for your school. If there are no remaining dates or appt slots at your school, please contact our customer service group to see if we have appointments at one of our remote locations.
Approximately 2 weeks after your photos are taken, you will receive an email with your personal login code. If after 2 weeks you do not receive the email, please go to: Senior Orders and click 'Forgot Login Code'. If you do not receive the email containing the login code, please contact customer service.
In an effort to become paperless and environmentally conscious, a link to your online proofs is initially sent electronically. Once you receive your online proofs, you can contact customer service to order by phone. We will be happy to help you!
When you log in to view your proofs, the first thing you will be asked for is a yearbook selection. Whether you are placing an order for a package or just selecting a yearbook pose, you MUST COMPLETELY CHECK OUT for your yearbook pose to be recorded. If you do not want to make your selection immediately, you can choose your pose any time prior to your school's deadline. If you do not make a selection prior to the school's deadline, a selection will be made for you by either Lors or the school.
Yes, you can make a selection without placing an order. If you click the "Submit Without Purchase" button it will allow you to select the yearbook pose without ordering prints. However, you MUST STILL COMPLETELY CHECK OUT for your yearbook pose to be recorded.
Add-Ons are specially priced for those customers who are purchasing a Senior Portrait package. If you wish to order prints but are not interested in purchasing one of our packages, you can order from the A La Carte section.
The "additional poses" add-on allows you to choose more poses than are already included in your selected package. This gives you a greater variety in the print images you receive. It does not increase the number of prints in the package itself.
No. Once you have selected the images you wish to order, we will apply a standard digital retouch to those prints to correct for lighting, coloring and minor blemishes.
When placing an order, standard digital retouching is applied to your prints to correct for lighting, coloring and minor blemishes. Eye-glass glare removal is free of charge when selected. Special retouching (braces, tan lines, flyaway hair, major blemishes, etc.) is available for an additional charge. For all other retouching requests, please call us to ensure we receive clear instructions, so we may provide retouching that meets your specific needs.
If you don’t see your subject/question/answer listed and still need assistance, please click "My Subject/Question/Answer is not Listed" and then click the "Complete and Submit the Customer Service Request Form" button below. You will then enter your information in the contact form, and click ‘Submit Request’ so we can look up your information and assist you faster. Once submitted, a Customer Service representative will respond to you within one business day.
You will receive picture day notification / reminder emails from Lors starting about a week prior to picture day, or you will receive information from your school. If you do not receive a notification from Lors, please check with your school for your picture dates and procedures.
Other than the school's dress code, there is not a specific dress code for Undergraduate photos. However, we recommend something nice or formal. Due to the cropping required for the yearbook, we suggest staying away from graphic tees, spaghetti straps, and low-cut tops.
Generally, the school will set up a makeup date for students who have not had their picture taken. Please check with your school to see what date they have scheduled.
Check with your school to inquire if Lors is scheduled to return for a retake/make-up day. In the event we are returning to your school, the student may be able to sit for a retake/make-up session. They must return their original photo package at that time in order to have a new package automatically ordered for them.
The easiest way is to pre-order your package online prior to picture day (using your school's login code) so your child does not have to remember to bring any money or paperwork to school. However, if you do not pre-order online, submitting the order to the photographer on picture day is the next best option. You may pay by credit card, check, or money order (both made out to Lors Photography). We do not recommend paying by cash. Any orders placed after picture day may incur a late fee and will not be delivered at the same time as those who ordered by picture day.
Your school's login code can be found in your online order info email, or on the top of your school's order form. If you have not received an email or an order form, please contact our customer service group.
Undergraduate pictures are purchased on a pre-order basis and proofs/previews are not available online. We offer a 100% satisfaction guarantee with either a free retake or full refund if you are not happy with your child's photos.
No, it is not too late to order. You may still place your order online after picture day by going to: Undergraduate Orders and entering your school login code (found in your initial email). However, orders placed after picture day may not be delivered at the same time as everyone else's and may incur an additional late fee/shipping fee.
Premium backgrounds are available when ordering online. Before checkout you will be asked if you would like to select or add a special background from a list of options.
Please make sure that you have fully checked out. If so, then please check your Spam or contact our customer service group to confirm your order was received.
The photos will be received generally 3-4 weeks after the picture is taken. Depending on your school your child will receive it from their teacher, or the package will be sent to your home.
Check with your school to see if they have the package. If not, then please contact our customer service group to inquire about the package. Please note that orders placed after picture day will not be delivered along with the bulk of packages that were ordered on time.
You do not need to request a retake from Lors. On the date that we return for makeups, your child would notify their teacher that they want to go down to have a retake done. If you would like to return your order for a refund, please contact our customer service group to inquire about returning your package and refunding your order.
If you don’t see your subject/question/answer listed and still need assistance, please click "My Subject/Question/Answer is not Listed" and then click the "Complete and Submit the Customer Service Request Form" button below. You will then enter your information in the contact form, and click ‘Submit Request’ so we can look up your information and assist you faster. Once submitted, a Customer Service representative will respond to you within one business day.
Please go to: Lors Events then Click FIND YOUR SCHOOL, then either scroll to your school or enter the name of your school and Search (ex: Old Bridge Do not include HS, MS, H.S., M.S., etc. in your search)
If there is no gallery for your sport or event, it means that either the school did not scheduled us to photograph it for the yearbook, or it has been cancelled/postponed, or that it has not been photographed yet.
If your school's galleries are locked, it means either that your school or district does not allow Lors to sell event photos, that your school has requested we set a password for additional privacy reasons, or that the school has requested the galleries be kept locked until after the yearbook has been released. Please check back after the yearbooks have been distributed to see if we have been allowed to open them.
Click "STUDENT ID CARDS" below then Choose the question that you have regarding ID Cards. If necessary click the "Complete and Submit the Customer Service Request Form" button below the answer. You will then enter your information in the contact form, and click ‘Submit Request’ so we can look up your information and assist you faster. Once submitted, a Customer Service representative will respond to you within one business day.
There is a $5 charge for a replacement ID card that includes shipping directly to the school. Please click the link below to complete the customer service request form and a representative will get back to you for payment information.
Please click the link below to complete the customer service request form and tell us what information is incorrect on your ID card. Lors will contact the school and if the corrected information you have provided matches the schools records, a new card will be sent to the school.
