PARENTS FAQs

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 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 https://primesports.fotomerchanthv.com/ via email where they can log in with their organization and their child’s name. From there they can view their athlete’s gallery.

My child’s gallery won’t display or there is a different athlete in it.

If you are experiencing these issues, please email us right away at orders@primesportsteamphotography.com so 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 a Memory Mate?

A Memory Mate is an 8x10 team photo on a template that includes a feature/cameo of your child. It typically has graphics and your League’s logo.

Do I have to order and pick a pose for the complimentary Memory Mate?

There is no need to order a Memory Mate. Everyone gets a Memory Mate which is a team photo with an individual feature of your child inset on it. For almost all of our leagues this is provided compliments of the league. Prime Sports will choose an image shot specifically for this purpose. Memory Mates will be delivered to your league 3-4 weeks after your photo day.

When do I get my individual photos?

Individual photos ordered within the 10 day ship to league window will be packaged with your free Memory Mate upon delivery. They will arrive in 3-4 weeks. If you ordered after the 10 day period there will be a $7 shipping and handling fee applied and it will be mailed to the address you provide.

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 photo 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.

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.

Why can’t I view the team photo before I order it?

We do not display Memory mates and team photos for your particular league in the galleries. Unfortunately we have found people do not respect copyrights. We do however, provide a general idea using other leagues’ team photos in the menus as examples.

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?

During the spring and the fall busy season Prime Sports offers re-shoots on select evenings. If you are notable to make the first two shoots you can email or call us and see if there are any other options for your athlete. *Please Note* any player that is photographed after we have started printing the league (typically 10 days after the shoot) will not be able to be included by photoshopping into the Memory Mate or Team Photos of the other athletes. They will also not receive a Memory Mate paid for by the League. They may however order individual photos online as well as a Memory Mate at their own expense.

When is the last day families can order?

Prime Sports usually starts processing your league approx. 10 days after your original shoot date. Your families will be advised when the cut-off date is for orders with email/ text reminders. All orders done by the cut-off date will be delivered to the league by Prime Sports.

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 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.

I want to order for multiple siblings. Can I just pay one shipping & processing fee?

At this time we are unable to consolidate orders for siblings at the same address. Ship to home orders are processed after the bulk of the league in a separate production process. If you have multiple children for which you would like to place orders please take advantage of our free ship to organization service. If you order within the 10 day window after the shoot there are no shipping and processing fees.

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 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 will cancel the order and you can start fresh! Just use orders@primesportsteamphotography.com