Customer Service Frequently Asked Questions
Q: Is it too late to order packages?
A: No, it is not too late. Please contact our customer service team at 1-800-220-7667. There may be a $6.50 late order / shipping and handling fee, applied to your order.
Q: I don’t know how to get my digital download from the website.
A: Accessing your digital download online is easy.
- Go to hockstudio.com
- Click on "What are you looking for?" then "Download My Image."
- Enter your secure personalized password (on the receipt or included on the Quick & Convenient Digital Image Page in your picture package) and click “get download”.
- Click “here” above preview image to begin download on your computer or mobile device. You may download your image three times. Access to the image will expire December 31st following the school year that your student was photographed.
Q: How long will my pictures take to arrive?
A: SCHOOL PREPAY ORDERS – Your pictures will take approximately 4 weeks from picture day to be returned to the school for distribution in your child’s classroom.
SCHOOL ONLINE/PROOF ORDERS – Online orders, with shipping to the home, will ship approximately 4 weeks from the online order date.
SENIOR ORDERS – Your senior picture order takes approximately 6 to 8 weeks from your order date. You do have the option to pay a rush fee that will guarantee that your pictures will be shipped 2 weeks from the date of your order. (They will be shipped within the 2 weeks, plus shipping time).
A: Family Plan Details & Instructions*
For parents with more than two children attending schools in the same district: The first two children pay full price for their packages (packages must be the same) each additional child within the immediate family receives the same package at no charge. Options are not included.
To receive the discount all children must return the completed order envelope to the photographer on picture day to be photographed. Complete all information on the order envelope, including the Family Plan Discount section and check the “Family Plan” method of payment. All information requested must be provided on the envelope to process your order. DO NOT COMBINE PAYMENTS in order envelope. The first two children enclose the full package price in their envelope; additional children must present completed envelope to the photographer on picture day.
To receive the discount when ordering online simply add all children’s packages to the shopping cart. Click the “Family Plan” box located in the lower left corner for each child. All student packages must be purchased at the same time. If packages were previously ordered for the first two children, any additional students must present a completed order envelope to the photographer on their picture day, with the “Family Plan” box checked and the section completed, to receive their free package.
* Options are not included.
*Family plan discount applies to Picture Day Package purchases only and does not apply to reorder packages.
*Family Plan cannot be combined with any other promotion.
Q: I don’t like my pictures. Is there a retake day?
A: Your school may have scheduled an Absentee/Retake day. Please refer to the back of your portrait booklet for Retake date, or contact our customer service team at 1-800-220-7667.
Q: How do I get the retake pictures instead of the ones I have already purchased?
A: Your child will need to bring the complete picture package to school on the retake day to give to the photographer. We will then print your order again with the new picture and the package will be returned to the school and given to your child.
Q: How do I access pictures that were taken for Online Purchase Only (Public Order Galleries)?
A: The photos will be available approximately one week after picture day.
- Go to hockstudio.com
- Click on "What are you looking for?" then "Access Pictures/Public Order Galleries"
- Scroll down until you find your school name (listed alphabetically) or event (you may need to click the drop down menu under your school name). You do not need an access code or password to view/purchase from the Public Order Galleries.
Q: What should I do with the camera pass?
A: Please print your camera pass, if possible, and send it to school with your child on picture day
Q: What if I don’t have a printer?
A: You may write your order number on your order form near the payment section.
Q: What if I have placed my order online after they have gone to school?
A: FALL PICTURES – All students are photographed for school service items. Hockmeyer with Barksdale has a system in place that matches your child with your online order.
FOR PREPAY SPRING PICTURES ONLY – Students who have a completed order envelope or online receipt will be photographed on Picture Day. If you are ordering the morning of Picture Day, and your child does not have an online receipt, please notify the school office that you would like your child’s picture taken.
Q: My access code is not working.
A: PRIOR TO PICTURE DAY – If the access code is not working prior to Picture Day, please contact our customer service team at 1-800-220-7667. The access code on your Prepay flyer will not work after Picture Day.
AFTER PICTURE DAY – If it is just after Picture Day, prior to anyone receiving their pictures, you will need to call our customer service team to place a late order over the phone. Once picture packages have been delivered the individual student access codes are located on the back of your portrait booklet. The access codes are case sensitive.
Q: I don’t have my student’s access code; can you give it to me?
A: To provide the student’s personal access code over the phone, we will need to get permission from the school. We will submit a request, and will call you once we have received a response from them.
Q: Is there a way to preview your picture on the website prior to making a purchase?
A: Yes; you will need to wait until the photos/proofs are processed and delivered to the school for distribution. At that time, you will receive an access code that is specific for your child’s photos. You will then be able to log in to our website and place an order for pictures. These orders will take approximately 4 weeks for delivery.
Q: How long do I have to purchase my pictures?
A: UNDERCLASS PICTURES – Access to the image will expire December 31st following the school year that your child was photographed. After that they will be moved to our archives. Once they are placed in the archives, there will be a fee of $25 to have them placed back online for viewing &/or purchasing. At that time, you will have 30 days to purchase your pictures by the sheet.
SENIOR PICTURES – Access to the image will expire December 31st in the year of graduation. After that, they will be moved to our archives. In order to have them placed back online for viewing &/or purchasing, there will be a fee of $49.95. Once replaced, you will have 30 days to make your purchase at current year prices.
Q: How do I make a senior appointment?
A: Scheduling your appointment online: