greekyearbook FAQ

Q: What is a round?
A: Your photographer will be photographing at least one other chapter on Bid Day. Your photo shoot round will tell you where your chapter is in the photoshoot order. Often, Panhellenic’s schedule will have last-minute changes and the new members will be released earlier or later than planned. In these situations, your photoshoot time will change accordingly, but your round number will stay the same!

Q: How should I prepare as my chapter’s Bid Day Planner?
A: First, inform your members of the photoshoot and which photos will be taken.

Secondly, it is important to prepare your photoshoot location: clearing space to fit your chapter, setting up chairs, and preparing a backup location in case of bad weather.

Lastly, we ask that you check in with your photographer to keep updated on any changes on Bid Day. Their contact information can be found in your scheduling email.

Q: Where should my photoshoot location be?
A: Wherever is best for you! Our photographers will travel to campuses, chapter houses, and even off-site locations!

Q: How can I contact my photographer?
A: Your photographer’s name and phone number will be provided for you in your official scheduling email. Please keep in mind that all scheduling changes must be done through your Scheduling Coordinator, not your photographer.

Q: Who should I let know if anything changes?
A: If there are any changes leading up to the shoot, please contact your Scheduling Coordinator. If there are changes the day of Bid Day, please let your photographer know ASAP!

Q: Panhellenic is running late, what do I do?
A: Not a problem, we understand how busy Bid Day can get! Your photo shoot time will adjust accordingly, but your Round number stays the same. Keep your photographer updated by sending them a text that Bid Day is running late.

Q: What should I do to help on Bid Day?
A: Please be sure to assist the photographer with getting your members’ attention for photos, as well as making sure the digital bid day form is available to all members by sharing the QR code. You can also assist by organizing member classes to make sure that all groups are photographed.

Q: My Bid Day shoot is over, now what?
A: Make sure to log into your myGYB account and update your contact info! Your myGYB is an online account management system that allows you to keep track of your chapter’s order after the shoot. With this account you will be able to:
– View/pay your chapter’s itemized invoice
– Label the proofs of your photos after payment is received (this ensures proper printing)
– Correspond directly with our team
– Track your order’s progress and shipment

Q: How do I know what’s included in my chapter’s order?
A: Within approximately 10 business days of your Bid Day, an itemized invoice will be posted in your myGYB account. This invoice will list any chapter products and/or individual member orders, and the cost of each. Your chapter is responsible for sending in a single payment for the invoice total.

Q: What if a member wants to cancel their personal photo order?
A: All Bid Day photo orders placed are final. This policy is stated on the digital Bid Day order form that is filled out by members; “No money is collected today. Your chapter will be billed after Bid Day is over. All orders are final.” So unfortunately we cannot cancel any of the orders that are placed for Bid Day Photos.

Q: How do I pay for my chapter’s order?
A: We require that only ONE payment is submitted for your chapter’s total balance due. How you collect payment from your members is entirely up to you!

TO MAKE A PAYMENT:
We accept credit card payments over the phone or online.
Or you can mail a check made out to GreekYearbook:
GreekYearbook
11103 Pepper Rd.
Hunt Valley, MD 21031

Q: Is there anything else I have to do after paying for my chapters’ order?
A: Yes! The chapter contact needs to complete a Photo Labeling step before we can print and ship your order. Photo labeling is a super quick step and is also super important because it ensures that each member gets the picture they appear in.

Q: How and when do I label my Bid Day photos?
A: We will post proofs of your Bid Day photos in your mygyb account 2-3 days after your full payment is received. There will be a blank space next to each photo for you to tell us which pledge class and/or academic class is in each photo. For example, you will let us know who the “new member pledge class” is so we print those photos for the new members! We cannot print the photos until this step is completed. These labels will not appear on the photos. Your school name, organization, crest and “Bid Day (corresponding semester/year)” will be the only text on the photos.

Q: What happens after I have completed labeling the photos?
A: Once the photos have been labeled we will contact you if there is any further information we will need. Once we have confirmed your labeling, your photos will be sent to print!

Q: When do I get the photos?
A: Once payment is received, all of the proofs have been labeled and we have all the necessary labeling information, your chapter’s photos will be sent to print. After they have gone to print they will ship in 7-10 business days.

Q: Where will you ship the photos?
A: All individual orders will be shipped in one package to the Chapter Contact to the address provided in myGYB. When the order ships, you will receive an email with the FedEx tracking information so you can look at the estimated arrival date. Each package will include a copy of the itemized invoice and a Bid Day order distribution guide so passing out the photos is easy!

Q: What is the average turnaround time for Bid Day photos?
A: Your order will be completed within 10 business days of payment being received.

Q: Who can I contact with questions?
A: You should post any questions on the message board in your myGYB account. You can also email us at customerservice@greekyearbook.com.

Q: What if the chapter contact changes after the Bid Day shoot?
A: If the chapter contact changes, please contact us immediately with the new contact’s information (name, phone number and email address) so that we can get your chapter’s photos processed.

Q: How do I schedule a date for my Fraternity or Sorority Composite photo shoot?
A: At GreekYearbook, we believe in working with your chapter’s schedule! Simply provide us with three dates that work for your fraternity or sorority. We then work with your photographer to set a date convenient for all of your members, we call this preferred scheduling!

Q: How much notice do I need to give GreekYearbook before scheduling my Composite photo shoot?
A: GYB can schedule your shoot at any time throughout the semester. That being said, the sooner you can tell us your requested dates, the better! The earlier we know what date works for you, the earlier we can secure one of our professional photographers for your chapter!

Q: Who should we be in contact with after new officers are elected so they can assume their responsibilities?
A: To prevent miscommunication we ask that you let your Scheduling Coordinator know as soon as new officers are elected.

Q: What should I do if I have been scheduled and I just realized there is a conflict for that day/time and I need to change it?
A: As soon as you realize that you need to make a change please contact your Scheduling Coordinator immediately. Rescheduling fees will occur if you need to change the date of your photoshoot

Q: What should I do if the location of the photoshoot has changed?
A: Once you have the new location secured please contact your Scheduling Coordinator. If it’s a last-minute change on your shoot date, call your photographer too so they go to the correct place.

Q: What do I need to do to prepare for my photo shoot?
A: Your role as the Composite Planner is very important! First, please be sure to fill out your Planning Guide at your earliest convenience so we can start planning and securing you a photographer! If you do not put the requested dates on your guide, please make sure that you tell your Scheduling Coordinator as soon as you know them. Secondly, we recommend that you complete Steps 1-3 in your myGYB account prior to your photo shoot – this will speed up your turnaround time!

Q: Where can I have my photo shoot?
A: When selecting a photo shoot location, be sure to select a 10’x20’ space big enough to set up a backdrop and make sure that your photographer will have access to a power source. Our photographers would be happy to travel to your chapter houses or campuses.

Q: How can I contact my photographer?
A: Your photographer’s name and phone number will be provided in your official scheduling email. Keep in mind that all scheduling changes must be done through your Scheduling Coordinator, NOT your photographer.

Q: Can I schedule my photo shoot on a weekend?
A: You can schedule your photo shoot any day of the week, including weekends! We know how tricky it can be to schedule around classes so our photographers can start in the early morning or end in the late evening. When selecting your dates, keep in my mind any holidays or semester breaks!

Q: Can we take gag photos for our Composites?
A: Your national organizations do not allow us to produce gag Composites. Should your members disregard this policy, re-shoot fees will apply.

Q: When should my members arrive for the photo shoot?
A: We will provide the chapter contact with a sign-up sheet that allows your members to sign up for their own time slots. This tends to work best and makes the photo shoot run a lot more smoothly. Otherwise, you should have your members come at staggered times throughout your composite photo shoot. This will help to avoid a rush at the end and will give everyone the proper amount of time to ensure a good photograph.

Q: Will you provide drapes and/or pearls & jackets and/or ties?
A: We do not provide pearls, ties, jackets, or drapes at this time. Drapes can be purchased upon request for an additional cost.

Q: What if we need more time for the photo shoot?
A: We schedule each composite photo shoot based on the time it will take to photograph the estimated numbers of members attending the photo shoot. However, if you would like extra time for any reason we can extend your time for an additional cost. This fee is added on for the cost of keeping the photographer longer than your chapter’s original photo shoot duration.

Q: Will I get to pick the picture used on the composite?
A: Yes! At the photo shoot, you will be able to view your photographs and select the one that will be used on the composite.

Q: Do I owe a deposit at the end of the photo shoot?
A: Yes, your Scheduling Coordinator will tell you how much you owe and you can give your deposit to your photographer. For more information, see the “Pricing and Billing” section below.

Q: My Composite shoot is over, now what?
A: We highly recommend that you complete Steps 1-3 in your myGYB account BEFORE your composite shoot, but if you haven’t done so already, now’s the time to do it! (Hint: If these steps are completed before your shoot, your designer can start working on your composite immediately!) We cannot begin ANY design work on your composite until you fill out your Account Information (Step 1), Ordered List (Step 2) and Composite Options (Step 3).

Q: What if some of my members did not make it to the photo shoot? What options do they have?
A: We have several options for members who were/are unable to attend the photo shoot! They can be listed as Not Pictured, they can reuse a photo from a previous year, or they can even submit their own photo. (There are additional design fees associated with reusing and submitting photos due to the extra design work involved). If a significant amount of members missed, you can always schedule a makeup shoot! Just contact your Scheduling Coordinator and let them know 3 new dates that will work best for you!

Q: Can I order copies of my photograph/portraits for my family?
A: Of course! About 4-6 weeks after the photo shoot, an online gallery link will be emailed out to you and your parents’ emails you provided on your composite form at the shoot. You will be able to view all poses that were photographed, and a variety of print packages and products are available to order. You can also search for your online gallery at this link: https://www.greekyearbook.com/order

Q: What is myGYB?
A: myGYB is GreekYearbook’s online design tool for your composite. This unique online account management tool will allow you to monitor all progress of your composite from scheduling to shipment of the final product. In this account, you will be able to see all details about your composite shoot, talk directly to your designer, and get answers to all of your questions regarding your composite design.

Q: What are Steps 1-3 and why are they so important?
A: Step 1 – Account Information: This will ensure you receive all important notifications about your composite’s status, as well as make sure we are contacting the correct person at all times.
Step 2 – Ordered List: This tells us everyone who will appear on your composite, the order they will appear in, any officer title they may have AND the correct spelling of their name. You can ALWAYS make changes to this list, so if you fill it out prior to your shoot – no worries!
Step 3 – Composite Options: This tells us your design options including background color, borders, fonts, frame, etc… letting us know how you want the composite to look. Don’t worry – your composite options are not set in stone. You can make any changes you need to later on! Have you worked with us in the past and want your composite to look the same? Just click the “reuse composite options” button.

Q: Can I get a list of members who came to the photo shoot? And what happens if I submit my ordered list and I am not sure who had their picture taken?
A: Once we have compiled a list of your photographed members, the list will be posted in your myGYB account. You can go ahead and submit your list prior to knowing if someone was photographed. When your designer is creating the first proof of your composite, they will note any discrepancies between your ordered list and the photographed members list. They will then ask you how you wish to proceed! That way if any of the members would like to submit or reuse a photo you can let us know.

Q: What if I need to make a change on my Composite?
A: GreekYearbook guarantees 100% error free Composites! We design through an unlimited proofing system. This means that as soon as your designer has all of the information needed your Composite proof will be created. Once the proof is completed, you will receive a notification and be able to either approve or reject the proof, providing your designer feedback on what you would like changed. Customer service is extremely important here at GreekYearbook, so we’re happy to provide unlimited changes to the proof until it’s 100%!

Q: When will I receive my Composite?
A: You can receive your composite in as little as 29 days from your shoot. Your turnaround time also depends on how proactive the Chapter Contact is. As long as he/she is staying on top of their responsibilities, our designers will work as quickly as possible to produce your chapter’s composite. Your chapter’s unique myGYB account allows you to get real time status of your composite. You will get automatic email updates, and be notified when you are required to take an action or response.

Q: Does Greekyearbook have payment plan options?
A: GreekYearbook does offer customizable payment plans! Please contact our office and we would be more than happy to work with you on a plan!

Q: What form of payment is acceptable?
A: We accept checks or credit card payments. Cash will not be accepted!

TO MAKE A PAYMENT:
We accept credit card payments online.
Or you can mail a check made out to GreekYearbook. 
If you are submitting a check, make sure your school and organization name is notated somewhere on the check.
Mailing Address:
GreekYearbook
11103 Pepper Rd.
Hunt Valley, MD 21031

Q: What if there are less/more people on my composite then I originally anticipated? Will this affect my price?
A: The reason we give you an Estimated Total at the beginning of the process is because we will not truly know the final cost of your composite until you approve your final proof. The total price for your composite will reflect the amount of members you have listed on the composite (including the Not Pictured list). So if you have more or less members than you originally thought your final price will be adjusted to reflect the final number.

Q: When is the final payment due? If some members submitted or reused a photo when do I pay for that?
A: After your composite is completely designed and approved you will be invoiced for any remaining balance you may have. There may be a remaining balance if your member count fluctuated, or if there are any additional charges from reusing or submitting photographs.

Q: What is the Service Fee I see on my invoice?
A: All composite orders are assessed a Service Fee. The Service Fee ensures we can continue to provide our clients with premium products and services, covering internal costs associated with your package, such as web services, merchant fees, and third-party production costs. This fee scales depending upon the size of the composite produced.

Q: Can I make changes to my composite after it has gone into the printing process?
A: You have 24 hours from when your Composite goes into print to address any changes that were missed or recently noticed on either the GreekYearbook side or the customer side. If anything needs to be changed within those 24 hours, please contact us immediately to stop printing. After the composite has been printed, revisions will incur a re-print fee to your chapter, up to $500.

Q: How do I know where my composite is being delivered to and when to expect it to arrive?
A: Your composite will be shipped to the address your chapter contact provided us in myGYB. Once your composite is shipped your myGYB status will change to “shipped!” You will be notified via email and a FedEx tracking number will be placed in the tracking section of your myGYB account. You can then track your package to see the expected delivery date.

Q: I forgot to update my shipping address before the composite shipped. Now what?
A: Contact GYB immediately, we may be able to re-route the package. If the composite is undeliverable to an address for any reason, then the carrier will return the composite to GreekYearbook. At that time the chapter will be responsible for extra shipping charges, reprint fees, and/or re-boxing fees that may total up to $500.

Q: My composite arrived damaged? What do I do?
A: Please note that if your chapter finds any damage to the composite when delivered, you have 30 days from the date of delivery to notify GreekYearbook of that damage and avoid any reprint fees for replacing the damaged composite. So make sure to open your composite immediately and notify GreekYearbook if there has been any damage during shipping. Photos of the damage will be required, so do not dispose of your damaged composite.

Q: When will my individual portraits be ready for purchase?
A: If you entered a valid email at your photo shoot, you will be sent an email notifying you that your portraits are available for purchase within 4-8 weeks.

Note: On occasion, the emails containing your online portrait gallery link will go to spam. Please be sure to check that inbox for the link to view your images.

Q: What if my name is spelled incorrectly in the online gallery?
A: While placing your portrait order, please inform us of the correct spelling of your name in the order comments section or email us at portraits@greekyearbook.com prior to placing the order.

Q: I want to order the full chapters composite, is this possible?
A: Yes! We offer 11×14 prints of full composites. A custom link must be set up for you to order additional composite prints. Please email us to get this process started.

The composite is only available after the full-size composite has been completed for the chapter. The time this takes can vary from chapter to chapter, we suggest checking with your student to confirm if they have received their copy to ensure it is available for purchase.

Note: Each member photographed receives an 11×14 print of their composite.

Q: Can I still order my individual portraits from previous years?
A: Yup! We keep your portraits online for approximately 2 years. If you are inquiring about photos older than 2 years, please contact portraits@greekyearbook.com.

So that we may best assist you, please be prepared to provide the Students Name, University, Chapter, Semester, & Year the portraits were taken.

Note: You will need to add expert retouching per image that you want retouched. However we would be to check our archives for you. Requests may take up to two weeks, please be patient while we search.

Q: I ordered before or after a sale, can I still get the sale?
A: Sale prices and codes can only be applied to orders placed within the timeframe of the sale. If the sale requires a discount code, you must enter this code during checkout to receive the sale pricing. Discount codes cannot be applied after the order has been placed.

Q: My order is on hold. What does this mean?
A: Your order may be placed on hold for up to two weeks due to order comments or concerns from the portraits team.

You will be contacted via email and if no response has been received within 1 week, the order will be processed or possibly canceled at the discretion of the portraits team.

Q: Can you email a preview of the final proof?
A: We do not provide proofs prior to printing other than what is seen in the gallery. This includes but is not limited to proofs of retouching, personalization and cropping.

Q: Am I able to return my order?
A: We do not accept returns or exchanges and all sales are final.*

If there is an issue with the order that you would like to discuss, please contact the portraits department at portraits@greekyearbook.com. We are happy to assist the best we can.

*Note: Please understand that photo print orders are custom and are unable to be resold. This is because the materials are unable to be reused, unlike other retail products. Due to this, we do not accept returns and all sales are final.

Q: Can I exchange a digital image?
A: No, once a digital image has been delivered, there are no refunds or exchanges allowed. A new image or product will need to be purchased at standard cost.

Q: How long will it be until I receive my portrait order?
A: Orders containing prints can take up to 31 business days to process depending on volume.
High-Resolution Digital Images with Retouching (without prints) are emailed within 7 to 10 business days.
Instant Digital downloads are emailed immediately after an order has been placed.

Note: *Digital images are emailed to the email address provided during check out. Please ensure your email address is correct so that you may receive your order.

Q: I am not happy with the color or crop I see in my online gallery, will this be corrected?
A: All orders are reviewed and will be cropped or corrected if needed.
*Please note: Expert Retouching is an additional service, although we will crop and color correct all orders if needed, you will need to purchase the expert retouching to receive further editing.

Q: What is “Expert Retouching”? What is included or not included?
A: With Expert Retouching, we will remove blemishes, remove stray/fly-away hairs, whiten teeth, soften tan lines, and soften skin.
This service does not include photoshop manipulation, for example removing lens flare, hair frizz, black eyes, clothing adjustments, or etc.

Q: What is “Greek Personalization” and “Collegiate Personalization”?
A: Greek Personalization will include the Crest, Organization, Academic Year, and University printed at the bottom of an image in your order.

Collegiate Personalization includes Name, Academic Year and University printed at the bottom of an image in your order.

Q: What is the Processing Fee I see at checkout?
A: All Portrait orders are assessed a 5% processing fee. This fee covers the amounts assessed to GreekYearbook for debit and credit card payments, as well as the internal costs associated with processing your order, such as software and production fees.

Q: I am unable to place a portrait order through your online ordering system, what should I do?
A: Send us an email. We’d be happy to help you place an order.

Q: My discount code is not applying to the order, what should I do?
A: If you received an email for a sale with a discount code, please review the dates of the sale. If you are 1attempting to use the code after the sale has ended, the code has expired and cannot be applied to the order.

If your discount code will not apply but is active, please contact us prior to placing your order. All sales are final and codes cannot be applied to orders after they have been placed.

*Please note that codes cannot be combined and only one discount code can be used per order.

Q: Can I get images from different galleries if I purchase the up to 5 images instant download?
A: No, the up to 5 images instant download is specific for the gallery that you are purchasing in. Meaning, you will not be able to select images from other semesters or years, all images will be from the same gallery.

Q: Can I order from multiple galleries in the same order?
A: You will need to submit separate orders for each gallery. This is to ensure no parts of your order will be lost when entering our system.

Q: I forgot to add Expert Retouching or Personalization to my order, what should I do?
A: Orders without enhancements (Expert Retouching or Personalization) are typically processed to our printers within 24 hours or less. Please contact us immediately if you forgot to add an enhancement to your order. We are happy to add the service to the order if we are able, however, we cannot guarantee that additional services can be applied.

Q: I forgot to add my discount code, what should I do?
A: Discount codes cannot be applied after an order has been placed and all sales are final.

Q: I ordered a digital image (Instant Download or High Res with Retouching) but did not receive it, what should I do?
A: Instant Downloads are delivered via email from no-reply@imagequix.com only moments after placing the order. (Depending on your internet speed it could take up to an hour.) Image(s) and invoice(s) are separate emails and both will be sent to the email address provided when placing your order.

High-Resolution images with retouching will be emailed within 7-10 business days from portraits@greekyearbook.com to the email address you provided when placing your order.

Depending on your email settings, this may have been delivered to your spam folder. Please search your email for this email address. If the images are not received within these time periods feel free to give us a call or email.

*All instant downloads must be downloaded within 30 days of ordering. After 30 days the link will expire and an image recovery fee may be applied to recover the order.

Q: I already placed a portrait order but am still receiving emails from you.
A: We send out emails to everyone who provides us with information at their photo shoot. If you wish to unsubscribe from our emails, please contact us at portraits@greekyearbook.com.

Q: I thought I placed an order but did not receive an order number or confirmation email, what should I do?
A: If you have not received your email confirmation within 24 hours of placing your order, please first double-check your spam folder for confirmation. The email will be coming from noreply@imagequix.com and will be sent to the email address you provided for the order.

If you still have not received the email, please refer to your bank statement to locate a charge for the order amount. If you do not have a charge, the order has not been placed and will need to be placed again. If you do have a charge the order has been placed successfully. Please contact us and we would be happy to assist with locating your order information.

Q: How can I check the status of my order?
A: If you are curious about the status of your order, please contact portraits@greekyearbook.com 

Q: I received my order, but have a concern. What should I do?
A: Please contact us, via email, within 30 days of receiving your order to discuss any concerns.

*Note: Corrections cannot be made after 30 days of receiving your order. After 30 days, additional fees may apply or a new order may need to be placed.

Q: It has been at least 30 days and I have not received my order or contact regarding its status. What should I do?
A: Please contact us as soon as possible with your order number so that we may investigate the matter.

Q: How does Installation Photography work?
A: For Installation photography, we start off with a group photo of the entire chapter. For each photo we take we do a formal/serious pose and then a fun/crazy pose if you’d like. If any Advisors or alumnus are present they are more than welcome to join in on the photos.

Q: Can GreekYearbook make a slideshow for our final banquet comprised of photos taken at our convention?
A: Absolutely! We often create slideshows for our clients – with or without music. These slideshows are a great way to reminisce on the time spent at your convention.

Q: Can I see the photos GYB took at my convention?
A: We post online galleries of all the photos we take at each convention. Go to our “Conventions” tab at the top of the page to find your convention photos or click here >>