FAQs

How do I get the webcode?

Your unique 8-digit webcode can be found on the student ID card, Webcard, or order envelope that your child will receive from their school approx. 7-10 days after Photo Day.

Can I access the ordering website without a webcode?

Yes- go to myorder.mountainwest.ca and select the “No Code” option. Provide the information requested, and it will direct you to the ordering site.

How much time does it take for orders to be mailed out?

Orders will be sent out within 4 weeks from the ordering date.

How do I retrieve my digital download?

Go to download.mountainwest.ca, enter your webcode and your sales order number (SAL) both of which can be found on your confirmation receipt or your digital download confirmation email. If you are having issues, please check your spam folder.

Why are digital downloads not given instantly?

The high-resolution images are corrected for color and quality, edited, and customized as requested. Digital images take almost the same time as prints to prepare.

Why is the background green?

Our photographers use a green backdrop when they photograph the students to allow you, the customer, to choose different backgrounds. When an order is placed, each individual image is colour-corrected, and the green in and around the hair and/or clothing is removed during this process. Don't worry, online proofs are first-run copies of raw files and ALL REMNANTS OF GREEN WILL BE REMOVED IN YOUR FINAL PRODUCT. Your finished product will not show green around hair and/or clothing.

Why can’t I crop the images?

Our professional lab staff have pre-set our cropping process using industry standards and predetermined ratios in order to give your photos the best possible proportions.

How long do you keep photos?

We keep photos for up to 5 years in our database, during which you are still able to order online. In the odd case where the images are not available online, please contact us and we will be happy to assist you.

Can I make a single order for all of my children?

Yes, you can create one order for multiple students. In the cart of your first order, enter the additional student’s webcode in the “switch login code” field and then create your second order. Keep repeating the process for all additional orders.

Is there a discount for large families?

Yes. If you bundle 3 or more students photographed by Mountain West Studios and who live in the same household, you will receive a 25% discount off your order.

My photos are too dark.

As there are a variety of skin tones in Canada, varying from fair to dark, we calibrate our printers to print the best skin tone for every student. In this process, some students might look darker or lighter than their actual skin tone. Please contact us for assistance.

I do not use a credit card. How do I order?

You may mail us your order with a cheque or money order.

Can I get more prints done with digital images?

Yes, the High Resolution Download option allows printing for up to an 8x10 size sheet.

Can I collect the photos from the Burnaby Studio?

Yes. When ordering, please type “Call for Pickup” in the shipping address section. We will give you a call once the order is ready for pickup.