Parent Frequently Asked Questions
*NASA families please be advised that only KAST U16 athletes have a team photo included. All other NASA clubs have no included photos for the 2023 session. All orders for SARC, MAST and PART are at the discretion of the families
Help! I didn’t get a link
If you do not receive a link to your gallery within the first 24 hours or there is a blank gallery please email us at orders@primesportsteamphotography.com so we can correct the issue within the 10 day free shipping window. You can also search by name by hitting the big blue “Order Photos” button at the top right hand side of this screen.
When can I view my child’s photos?
You will be able to view the photos almost immediately (depending on upload speeds) after your child’s teams are photographed. From there you can order on mobile or desktop. We do recommend the desktop for ordering, as thumbnail displays are even smaller on mobile devices and not all expressions and details can be visible on these small displays.
How do I order?
All our ordering is done online via our website. Parents will receive a link to our site via email where they can view their their child’s gallery. If you don’t receive a link you can simply search by name by hitting the big blue “Order Photos” button at the top right hand side of this screen.
My child’s gallery won’t display or there is a different athlete in my child’s gallery?
If you are experiencing these issues please email us right away at orders@primesportsteamphotography.comso that we can have our tech team start working on the issue. Most of the time it is a simple barcoding issue and it can be fixed easily.
What is the difference between a Memory Mate and a Team Photo?
Our Memory Mates are professionally designed templates that have a designated space to feature an individual photo of your child. It differs from a standard team photo which has no enhanced graphics and no inset cameo of your athlete.
Can I choose my Memory Mate photo?
Our Memory Mates are designed to feature certain poses that are in harmony with the graphics. Not all poses are suitable for a Memory Mate. Thus Prime Sports reserves the right to select the best pose for the individual Memory Mates. If you are resolute on selecting your own pose you may choose to order an additional Memory Mate at your own expense through your child’s gallery. This will not replace the one provided free of charge from the League and you will receive an additional Memory Mate with your chosen pose. We do not take requests for Memory Mate images
If I buy a package will it use that photo for the Memory Mate?
The Memory Mate is a pose that is chosen by Prime Sports and is a separate process from package fulfillment. We are not able to take requests for Memory Mate images
Can I buy a digital Team Photo?
Prime Sports does not sell digital team photos due to copyright issues.
I can’t make the shoot is there a re-shoot?
Prime Sports offers an official re-shoot day at our studio a few days after your original shoot day. This is by appointment only. We will provide a PDF with the location and time and other information that the league can send to parents in advance. There is no charge for a re-shoot if you are not happy with your child’s photos or they missed the photo day. If they would like to be photoshopped into the team photo however, there is a $25 charge for this payable at the reshoot. If you have multiple siblings in the same family that need to be photographed the cost is $20 per child. Debit or credit is accepted. Coaches may come on re-shoot day if they were not able to make the original shoot and they will be photoshopped in free of charge.
*If you would like your child photoshopped into the team photo they must be photographed within the first seven days after the original shoot in order to be eligible for this service*
I can’t make the shoot or the re-shoot what are my options?
During the spring and the fall’s busy season Prime Sports offers re-shoots on select evenings. If you are not able to make the first two shoots you can email or call us and see if there is an option for your athlete. *Please Note* any player that is photographed 7 days after the original shoot will not be able to be included by photoshopping into the Memory Mate or Team Photos of the other athletes, they may however order individual photos online.
When is the last day families can order?
Prime Sports free “ship to organization” period end 10 days after the original shoot date. Families will be advised when the cut-off date is for orders and there is a countdown timer in the photo gallery to help you keep track of when your order needs to be in. All orders done by the cut-off date will be delivered to the league by Prime Sports. If you attend any other reshoot please be advised that your ordering window is still 10 days after the original shoot not ten days after you receive your gallery link.
Can I still order after the cut-off date?
Yes! Prime Sports never deletes photos, and you can keep ordering for approx. 3 months after the shoot. Anything ordered after the cut-off, however will automatically be charged a $7 shipping and handling fee and your order will be delivered directly to the mailing address you provide. Orders done after the cut-off date are typically processed up to two weeks after they are placed and then they are mailed Canada Post. Please allow 3 to 4 weeks for delivery for these orders.
When there is a problem with my photos after delivery who do I contact?
Simply email orders@primesportsteamphotography.com and our friendly customer service staff will address your issue. We can usually answer your email within 24-48 hours (not including weekends).
Why is the team name on my child’s team photos different from what we usually call them?
Prime Sports receives the rosters for each team directly from your league. These official names are what we use when printing Memory Mates and Team Photos. Any nicknames generated by the players after the fact will not be printed by Prime Sports.
What does re-touching include?
This option is available for skin only. Other problems (askew clothing, ties, hair, jewelry) cannot be photoshopped and we recommend that you take advantage of the free re-shoot if you encounter any of these problems.
I made a mistake on my order and need to change it. What do I do?
This is easily remedied by emailing us right away. We are not able to edit customer inputted orders, but we will cancel the order and you can start fresh! Just use orders@primesportsteamphotography.com