Mugsy Clicks

How do I create my account?

Here is a You Tube tutorial in how to create your account.

http://www.youtube.com/watch?v=bvNPHvU1XuA

How do I view my photos online?

To view photos online you must first create an account.  Then you will use your photo access code to bring those images into your Photo Album. 

Here is a link to our tutorial:

http://www.youtube.com/watch?v=p5Cx_c23_0I

How do I choose my yearbook pose?

To choose your yearbook pose you must first log into your account and photo album.  You will indicate your selection by clicking on the star.

Here is a link to our tutorial:

http://www.youtube.com/watch?v=da5Yx2UZ6Bw

If your order is already in the lab- Here's the scoop!
2-3 days lab time + shipping time (weekends excluded)

Regular USPS Mail: 10-12 days

Priority Mail: 2-3 days

Express Mail: 1-2 days

School placed envelope orders will be delivered to school generally 3 weeks from envelope due date. All regular school placed orders will be delivered by the holidays.

Reshoot orders are not guaranteed for holiday delivery...but we try.

Special notes:  SF mailpersons like to leave print envelopes under your doormat so be sure and check there.  Sometimes they take the envelope back to the Post Office as well.  PO Box folks: check at the counter, we hear all the time about orders showing up weeks later because the "little pick up at counter" note got lost.

No Worries!

"I lost, couldn't find, didn't get enough time, school screwed up, teacher didn't pass them out, Mugshots didn't give parents enough time, the dog ate the order envelope..." 

We have heard all of the anxious calls.  Parenting, running a business, a school, a life, are all hard so DON'T WORRY ABOUT YOUR PHOTO DEADLINE!

YOU CAN STILL ORDER YOUR PHOTOS UNTIL JUNE OF THE CURRENT SCHOOL YEAR ONLINE! 

The due date on the envelope is only for school placed envelope orders AND the free shipping we are offering- to help get those of you who still write checks to experience all the joys of online ordering and home delivery.

Holiday order delivery deadlines:  

December 9th- Standard USPS orders

December 14th-  Priority Mail Orders

December 16th- Express Mail Orders

The 2009 holiday order deadlines are:

December 9th- Standard USPS

December 14th- Priority Mail

December 16th- Express Mail

Jewelry, Canvas Print, Pop Art Print and Ice Print orders are December 9th.

First, we feel you.  Every day, 12 hours a day, we are working on moving our website glitches and bugs onward. 

We had this dream of creating "the most user friendly, utterly cool, school photography website ever" and it ended up being so cool it went 6 months over deadline (and we don't even want to talk about budget).  What this means is we launched before we had completely fumigated.  Because of the seasonality of school photography we had to decide to go for it or wait another full year.

Being of strong heart (we do photograph thousands of kids, as well as wipe as many noses) we opted to go where no woman had yet gone and we LAUNCHED!  Web bugs beware we are coming to get ya!!!

So, we humbly apologize for any glitches that buzz about and we completely appreciate your pointing them out to us quickly.  We will work with diligence and fortitude to move these pesky issues to wherever resolved bugs go...

In the meantime, we will use this support system to provide you with as much up-to-date user info as possible. If you don't reach us on the phone please check through the categories at left or use the Contact Us link on your right for your questions or comments. This is the fastest way to get help. Seriously, Lesleigh keeps strange hours!

Thanks for your support and your business, we truly value you all!

Linda Russell and Team Mugsy (picture Super Mugsy here)

If the message you are getting looks like this: http://mugsyclicks.com/outdated_browser.htm

You are using Internet Explorer 6 or 7. Our imaging and ordering security requires you to update to Internet Explorer 8.  OR better yet, download Firefox, it is considered a superior product and will most likely solve the problem.  http://www.mozilla.com/

If after downloading you are STILL getting the same message, try this advice from our development team:

"I suspect that while you downloaded an upgraded browser, you have not yet "installed" it on your computer.  After downloading, you need to double-click on the file you downloaded to actually set it up for use on your computer.  If you select Mozilla Firefox as your browser, they offer additional support for the installation process here: http://support.mozilla.com/en-US/kb/Installing+Firefox"

From another fabulous e-commerce friend:

"The other thing that can do is do a windows update, and it will fix the problem.

http://windowsupdate.microsoft.com"

Your child's photos are saved in your online account so you never have to save envelopes or re-enter long access codes. Enter it once and never again!

Entering your email address to create your online account assures communication regarding orders, deadlines and special offers. We never give away or sell information.

Don't want more email? Just choose "Opt Out" when registering.

Please note: Photographers and School Account Managers have access to your accounts. If you are a Photographer or School Account Manager and need your account information please contact us.

Just make sure your child makes it to school on the Re-Shoot/Make Up Day and we'll take it from there. No forms, no calls, just be there!

Your access code is found on the upper right hand corner of the order envelope that is distributed to your school approximately 2 weeks after your school's photo day.  Images/access codes will not be available until that time.

If you do not have your envelope/access code, click this link to submit a request.  (Please note: if you are not yet logged in, you will be asked to first sign in/create an account with us)

Please wait the two weeks following your child's picture day to request an access code.  We will then email your access code during business hours M-F.

FIRST contact the school to verify that the envelopes were in fact picked up, and if so, please place your order online. If ordering online is not an option for you, please send your envelope to 210 Jewell Street, San Rafael, CA 94901 and be sure to include your credit card information as no checks will be accepted, unless you include the additional 3.75 for shipping. 

Each subject photographed will have a unique access code.  This code is written in red in the upper right hand corner as well as the lower left hand corner of the order envelope distributed at school. 

To view and order images you must create an account.  Once you have created an account you will enter your unique access code in the "access code" window in the lower right hand side of the dashboard. 

Once that access code is submitted your images will be attached to your account and you will not have to enter the code again.  You may then view and shop from these images.

Yes, order online and we will ship directly to your home.

For those of you ordering online you can expect your photos to be delivered to your home within 12 working days of the placement of the order. If you place your order thru the school, your prints will be delivered to the school approximately 3 weeks from order due date.

In order to check on the status of your order, log in and go to your dashboard. Click on the "Orders" tab, you will see all the orders that you have placed and the status of each order. If you have further questions please click here and we will get back to you within 24 hours.

All special requests regarding photo day should be communicated to the photographer via a note presented ON PHOTO DAY.  We are not responsible for any requests (clothing, hair, etc) not presented to us at the time of the photo session.  We do not presently have a system to match email or phone requests to a specific child in advance of photo day.  

Due to the complicated scheduling that schools have to balance on picture day some students will end up coming to the camera after participating in some kind of messy activity.  If you are concerned about this, our suggestion is sending your child to school with an extra shirt, blouse or sweater to be put on just for photos.  A bit of preplanning can make a big difference in getting the best portrait.

Check out http://www.mugsyclicks.com/services/tips-hints.aspx

There you will find information regarding photographing students of all ages.

Our photographers do everything they can to modify the light to minimize glass glare. There are a few things we have no control over due to the fact we photograph outside-light sensitive lenses and highly reflective locations. We can sometimes retouch glare but dark tinted glasses should not be worn on picture day. We generally ask to photograph the child both with their glasses and without in order to give you the choice.

Make-up shoots are available for most schools--please check with the school after the original photo day to verify that a make-up session will happen for your school. On these make-up days we photograph any child that was absent or needed their photos retaken due to photographer error.

If you would like a re-shoot of your child for stylistic reasons however, we require that you enclose a $10 check in your envelope and write the words "re-shoot" across it and turn it in to the school by the envelope due date (listed on the top right hand corner) or at least 3 days before the scheduled make-up day. All reshoots must take place on the "makeup/reshoot" photo day there are no private sessions available at this price.

If the photographer made an error and there is a make-up day scheduled we will be happy to re-photograph your child as a make-up. You must return the envelope by the ordering due date with a note requesting make-up photo and why. This is only in the event of photographer error.

Due to the subjective nature of photography and illegalities of duplication we cannot issue refunds on photos... so please order carefully. If you are unhappy with the quality of printing you may return the entire photo package to our studio for review. We are happy to reprint or replace photos that we do not feel reflect our high quality standards.

Forgot it was picture day?
Wish they had worn something different?
Needed a haircut?
Wished they had combed their hair?
You wanted “smile” and they wanted “cool”?
Just want to give it another go?

We are delighted to re-photograph your student for only $10. (Please see Reshoot Fee under FAQ)
And remember: you can order from the first or second photo session!

To request a re-shoot simply write “RE-SHOOT” on your order envelope, insert the $10 payment and return it to the school by the order due date listed on the top right hand corner of the envelope or AT LEAST 3 days before the scheduled re-shoot day. We will then add your child’s name to the list.

You will want to watch your school’s newsletter to know the date for your school’s “Make-up/Re-shoot” day. We will not be sending a reminder card.

ALL RE-SHOOTS MUST TAKE PLACE ON THE “MAKE-UP/RE-SHOOT” PHOTO DAY. NO PRIVATE SESSIONS AVAILABLE AT THIS PRICE.

From today's (10/11/09) customer service phone log:

...........just got thru listening to a voice message from a mom who says she doesn't want to pay the re-shoot fee cause "someone combed her son's hair". The VERY next message........."I don't see why I have to pay the re-shoot fee; someone didn't comb my son's hair."

Mugshots is different from many school photography companies in that we photograph each child multiple times in an effort to create a portrait that you and your child will like. We are also different because we are not your standard prepay-and-hope-the-pictures-are-good company. We spend the time and money to show you the photos before purchasing, so you may choose which image to order from, how many images you would like to order from, or whether you would like to order at all. We want to make you happy; not just take your money and run.

So our process goes something like this: after picture day we edit those hundreds, sometimes thousands, of photos down to a number somewhere between 3-6 images per child, upload the images to our lab as well as to our website, print and pay to deliver proofs to your school so you can instantly see a choice, and provide you with more poses online if you are so inclined to view more. ALL so you have your choice of images to choose from as well as a choice in the way in which you order (via envelope or online) and the way in which to pay. We don't even have a deadline for ordering prints. They remain available throughout the entire school year so you are free to order when its most convenient to you, not us.

By the time you review these first images we will have invested our resources in photography, web hosting, school service items as well as all of our business and equipment.  

If we have made a mistake in this process we are happy to make good on this and re-photograph your child at our expense, but due to the subjective nature of photography (brush my child’s hair, don’t brush my child’s hair) as well as the collaborative elements ("kids will be kids" and sometimes that means they do their "own thing") we can not continue photographing without an investment on the parent's part.  This is why we require a minimal re-shoot fee of $10.00.

As you can imagine this $10 fee hardly covers the cost of a photographer coming out to your school to re-photograph your child.  What it does do is make everyone as responsible for creating a pleasing image as we are. Some parents love having multiple sessions to choose photos from, and even though they’re happy with the first shoot, they take advantage of having a professional photographer photograph their children for only an additional $10. Charging a small fee for our time and your commitment is our way of providing you with these additional service requests.

Again.  If there is a photographer error we are more than happy to re-photograph your child at no expense.  If you would just like your child re-photographed for personal reasons,  just write re-shoot on your envelope, enclose $10 and return it by the order due date on the envelope. 

Answer is: Professional, high quality portraits at school photo prices . . .

A quick head's up here.  If you have read our "Heart-Felt Message" you know our philosophy regarding pricing so you can just get back to the business of your life; you have heard enough about this subject from me already. If not, dear customer, here is my manifesto of commerce...

Okay, so let's talk frankly about our prices.  No tap dancing.  We provide professional portraits at school photography prices.  If you truly compare us to our competitors product and services you will find we are all pretty darn close in price,  but not at all close in quality or services.  Advantage: Mugshots! 

We use some of the best photographers your community has to offer.  They spend time being trained in Mugshots Style to produce the best product possible.  We all use expensive professional gear.  We have almost 20 years experience in the "new school of photography".  Our combined years of photography experience is in the hundreds!

Our photographers shoot for free unless you like what they produce and decide to purchase.  One print alone from many of these photographers would set you back about $100. You as parents are using your combined buying power to get a GREAT PRICE on a professional product at ABSOLUTELY NO RISK TO YOU. There is no 'send your child to school with a check in the envelope and cross your fingers that you'll like what you've bought'. This is a free service with no commitment to buy. So yes, we charge a nominal $10 shoot fee, yet only in the case of a customer-elected re-shoot.  

We offer multiple images to preview before purchasing. If we don't do a good job you don't order.  We take credit cards, offer online services, we give you extended purchasing deadlines. 

Our investment in online ordering services is helping to heal many a broken family argument over who got the "picture envelope"... they can view and order separately and have the photos delivered directly to their home. Relatives can order for themselves as well.

We provide a large variety of free services to your schools.  Our company is incredibly customer service focused in this seasonal "quick in quick out" industry.

So there it is... a long winded answer, which in shorthand translates to, " we will never be the cheapest- but we will always strive to be the best value"

Photo Scholarships are available.  If you have recently lost your job or if your economic situation is such that you need help purchasing your child's photos you may email us - info@mugsyclicks.com with a request for a photo scholarship. (Having been a single mom raising 2 kids I know what it is to be challenged and we will do what we can to help you out.) 

Humbly yours,

Linda Russell CEO and still in the trenches.

Okay, so we know this is a tricky question. The OTHER company offers class photos at the same time as the individuals so why don't we? Truth telling time here- we don't like doing the class photo at the same time as the individuals. Call us control freaks, but we hire and train our photographers to do the best job possible. All of them are committed to creating quality individual portraits as WELL AS great group shots. Since they can't be in the same place at the same time they can not create a great group shot while photographing beautiful individual portraits. Having the same photographer creating both sets of images makes a big difference in quality.

Different locations. Different workflows. Different outcomes. 

Everything we do at Mugshots is very strategic in our efforts to provide the best product possible in the shortest amount of time, with the least amount of time out of class. 

When we photograph class photos in the Spring (we don't do those silly fake "spring" photos that THE OTHER company does) we are able to create a class photo that shows relationships and growth. These photos reflect your child's class as it evolves and changes. It becomes a celebration of the class's year together and its parting, instead of simply the beginning. 

Separating the class photo ordering allows us to keep the package prices lower and gives parents more purchasing choices. It builds value in quality and product.  No child is excluded in the yearbook since these Spring class photos (provided as a free service for yearbooks to use if they choose) make it possible for a student to be included, even though they may have transferred into school after the individual portraits were taken in the Fall. 

These are the main reasons why we prefer to photograph your group photos in the Spring.  There are exceptions (small schools and more controlling folks than even us) but as a company committed to the best this is our policy.

Hair Grooming, Face-Cleaning and Pricing- not necessarily in that order.

This time of year we receive lots of feedback from our customers. Much positive, some negative, a bit of highly valued constructive and a dash of mean-spirited. We try to balance them all equally but as a small company, of sometimes thin-skinned artists, the deep cuts occasionally overpower the back pats. Why negative feedback wins out over positive provides many a therapist enough revenue to support a household and is probably best left up to that science. So, accepting that I might sound defensive, which is not my intention, I thought it might be helpful to share with you, our valued customer, a bit of what happens on a photo day and a word or two regarding our pricing.

First, quite honestly, we love kids. We love photographing children. No one who works for Mugshots is allowed to be even remotely indifferent to the value of being a young human making sense of the world. We all specialize in reflecting a positive view of each of your unique children, and since each child IS unique, we have varied successes in capturing the "perfect expression". Some children are "natural smilers", some are "shy", some are "independent minded," some have had their natural smiles ruined with glued together "cheese" teeth (as in the dairy product, not the expression). We work hard at our job, we care, and we accept the challenge of each photograph as if it was the most important one of our day. We invest our time, equipment and experience with the hope that we will create a photograph that a parent will cherish enough to purchase and share.

Photo day is a whirlwind. Class schedules must be met, name and image data must be kept straight. There is sun, wind and weather to manage. Clean faces, combed and uncombed hair, straightened collars, sweater/no sweater, hair behind the ears, in front of the ears, parts/no parts. Braces, missing teeth, snaggle tooth smiles, zipper closed mouths and tongues that stick in cheeks or poke thru smiles. Glasses, no glasses, noon lightening that affects sensitive eyes. A crooked clip on tie that refuses to straighten. A virus of children who think it is cool to "NOT smile, no matter what" or "smile like America's Next Top Model" or smile with true dedication, with just their lower teeth. A sweet lamb-chop who is trying so hard to please their shoulders are hooked to their ears. We care about ALL of them. Our hearts sink when they come from PE with sweaty red faces. We fan them with cards to cool them down. We fret over whether to tame or celebrate their "bed head".

We focus our lenses with skill and commitment. We strive for success, and most of the time your children are working just as hard with us to make a photo that pleases. This is why we spend the additional time and money to create multiple images to choose from and show them to you before you purchase. We do this because we are parents just like you, and we want to provide you with photography you will value. We know that photography is a process and both your children and your photography team may need a few chances to reach success. Which brings us to pricing. Our commitment to value means while are prices maybe slightly higher than the "traditional" school photography companies we believe it is better to use professional child photographers from your community, invest in innovative proofing programs that offer you choice of images as well as previewing before you invest your hard earned money. We know life is busy, so you get months to order with no penalty. We take credit cards because most people prefer to pay that way. If you order online your photo order doesn't sink to the bottom of a backpack, it is delivered quickly to your home.

We also know money is tight which is why we have not had a price increase in over 5 years. This year we have added a number of packages under $20. We constantly strive to keep expenses down as we continue to grow and improve.  Each new school that joins Mugshots allows us to amortize improvements over more individuals which is how we have built our company without compromising our value.

We will never be the cheapest school photography company in the market, but we promise you we will continue to treat your children as valued subjects and your business as privilege.

With Gratefulness,

Linda Russell-CEO and Chief Trailblazer

 For now, please use the contact link on the right to get in touch with us.

Below are examples of the different chain types we offer with our jewelry:

For the most up to the date info check out MugsyTalks this is where up to the minute info is noted.  Hope to see you there!!

We have had much dialog regarding the proper packing material for our orders.  The foam stiffener was chosen as it offered greater protection against print dents and was substantially lighter weight than cardboard.  This means your cost of shipping goes down as well. 

Plymouth Foam, the manufacturer of our packing material, "is committed to operating a manner which adheres to known, environmentally sound manufacturing practices. The foam products used in our molding operations contain no CFCs, HCFCs or HFCs." 

The details of their environmental practices can be reviewed on their website:

http://www.foamprotects.com/environment.html

We, here at Mugshots will continue to pursue all alternative packing materials, please feel free to contact us with ideas, in the meantime, please recycle your packing material utilizing your curbside pick up.

Number 6 Plastics – PS (Polystyrene)

1st Life: Disposable plates and cups, meat trays, egg cartons, carry-out containers, aspirin bottles, compact disc cases; etc.
Recycling: Picked up through some curbside recycling programs.
2nd Life: Insulation, light switch plates, egg cartons, vents, rulers, foam packing, carry-out containers