Our office hours are Monday to Friday, from 8:30 am to 5:00 pm. During these hours, our customer service team actively responds to emails and phone inquiries. Messages received outside of business hours will be answered within 48 business hours, so we appreciate your patience.

If your inquiry requires immediate assistance, please call us at 1-800-461-6575.

Please note that our office is closed on statutory holidays and during our annual holiday shutdown over Christmas and the New Year.  This year, 2025, we will be shutdown after Friday December 19th and will re-open on Monday January 5th, 2026. In our absence, please feel free to email info@pegasus-si.com and we will respond within 48 hours of re-opening on January 5th.  Please be patient, we will have many emails to go through at that time.

Purchase packages for two students in your family at full price and receive a free package of equal or lesser value for all other students in your household.  Here’s how it works…

Place your two first orders and pay in full. Keep a copy of the order confirmation numbers.

Place your third (and subsequent) orders. When paying, please enter the code: FAMILY on the line that reads OFFICE USE ONLY. Click APPLY, then click PLACE ORDER. You will then be able to bypass the payment section and be given an order number.

IMPORTANT: You must email info@pegasus-si.com with the two order confirmation numbers that have been paid in full, as well as the order confirmation number(s) for the order(s) that are complimentary. Please be sure to email this information prior to the order deadline date to avoid any late fees. Your complimentary order(s) will be On Hold until we receive this information.

Sample email:

To: info@pegasus-si.com

Subject: Family Plan

This information is being provided to qualify for a Family Plan:

Confirmation numbers of orders that have been PAID:

Order #1: XXXXXXXXXX

Order #2: XXXXXXXXXX

Orders I have placed that qualify for the Family Plan:

Order #3: XXXXXXXXX

Order #4: XXXXXXXXX (if applicable)

All orders for our Canadian schools are completed online. If you received printed proofs from your Fall Photo Day that include a password, please click Order Portraits at the top right of our website and enter your password when prompted. This will take you to your private online gallery, where you can view your photos, place orders, and complete payment securely.

• For elementary and high school portraits, login information is sent home by the school. If it’s misplaced, please contact the school directly. Pegasus cannot provide login details due to privacy regulations.

• For high school and university grad portraits, login details are emailed directly to the address provided at your session. Please check your spam or junk folder if you don’t see it.  If you still can’t locate your grad login information, please contact our customer service team at 1-800-461-6575 or info@pegasus-si.com and include your name and school.

If we have photographed your sports team at your high school, we gave you a card at the shoot to take home with you.  That card has an access code on it.  If you have misplaced the card, please contact our customer service team at info@pegasus-si.com Please include your name, school, and team(s), and mention that you have lost your access code for your “Pro Varsity Photos”.  They can give you your access code(s).  We prefer email to phone calls so that we have record of who is asking for the code.

The code can be entered at online.pegasus-si.com to view your photos.

There are two ways to sign up for your graduation portraits. Your school may have sign-up sheets in the office, or you may be able to book grad appointments online at https://pegasus-si.com/school-appointments/grad-booking/ with your unique school code or click the “Book Your Grad Photos” button near the top right of our website. A flyer will be available and provided to you by your school that will have all detailed program information. 

If you are to book your photos online and there are no dates available, please call our customer service department at 1-800-461-6575 or email info@pegasus-si.com.  We encourage students to book their appointments early as spaces fill up very quickly.

If you have the access code provided by your school, click Book Your Grad Photos at the top right of our website. Enter your access code when prompted to view the appointment times currently available for your school. If no times are showing, it means the schedule is fully booked. In that case, please contact your school directly to see if additional dates may be added.

If there are no appointments available when you view your school’s booking page, it is likely that the currently available appointments have been fully booked.  Please contact your school to see if there will be more dates added.  If there are to be more dates added, please continue to check your booking page periodically to see if they have been opened.

The fee paid covers your photo session, the photographer’s time, (about 10 – 15 minutes), the use of the props provided by Pegasus, and processing on your premium proofs.  In most cases,  an 11×14 graduation class composite in a commemorative vinyl folder is also included in your fee. School approved composites will be delivered to the school before the end of your school year.

Your sitting fee does not cover the cost of any printed or digital, individual photos.

Sessions for graduation photos take about 10 to 15 minutes.

We recommend wearing a white collared shirt, with a tie if you’d like. Your session may also include casual shots – check your appointment notice or school office for details.  Any hair preparation and make up should be prepared for ahead of the photo session.

If you have misplaced your grad photo appointment confirmation email, please contact our customer service team for assistance.

At this time, grad photo appointments cannot be looked up through our online booking portal. Appointments are booked using an access code provided by the school, and no online account is created during the booking process.

Our customer service team can help confirm your appointment date and time, or assist with rescheduling if needed.

Please call 1-800-461-6575 or email info@pegasus-si.com with your name and school.

If appointments are cancelled due to inclement weather, we will cancel the affected bookings and issue a coupon code so you can reschedule for a future date. You’ll receive an email with step-by-step instructions and your unique coupon code.

PLEASE KEEP THIS EMAIL and be sure to rebook using the same email address and phone number you used for your original appointment. The coupon code will only work when those details match.

In some cases, additional dates may already be available and you can rebook right away. In other situations, new dates will need to be arranged with the school or institution. If that’s the case, details will be provided by email once scheduling is confirmed. We appreciate your patience while this is coordinated.

If you need assistance at any point, our Customer Service team is happy to help.

Call 1-800-461-6575 or email info@pegasus-si.com with your name and school.

We are sure you will be happy with your portraits, however; if it was an off day for you or for us, you can get a retake done.  There is no charge for a retake regardless of whether you have had a portrait done at an elementary school, a high school, a college, or a university.

If you need to book a retake, please contact our customer service team at 1-800-461-6575 or info@pegasus-si.com and include your name and school.

You can order online by clicking ORDER PORTRAITS at the top of our website and entering the login details from your Portrait Proofs.

• For elementary and high school photos, login information is sent home by the school. If it’s misplaced, please contact the school directly. Pegasus cannot provide login details due to privacy regulations.

• For high school and university grad photos, login details are emailed directly to the address provided at your session. Please check your spam or junk folder if you don’t see it.

If you still can’t locate your grad login information, please contact our customer service team at 1-800-461-6575 or info@pegasus-si.com and include your name and school.

Unfortunately, you cannot check the status of your order online.   For security reasons, we do not have our customers create accounts on our website.  Logging in to your online gallery will not show you any orders you have placed.  If you need specific information regarding an order you’ve placed, please contact our customer service department at info@pegasus-si.com or call 1-800-461-6575 Monday to Friday, 8:30 am to 5:00 pm.  Please include your name and/or your student’s name, and the name of the school.

For High School and Elementary School, most School Day portrait orders are delivered to the school within 2 to 3 weeks from the Order Due Date that is on your Proofs.

Graduation Portraits and mail-to-home orders are typically delivered within 4 to 6 weeks from the time we receive your order.

If you believe your order is taking longer than expected, please contact our customer service team at 1-800-461-6575 or info@pegasus-si.com and include your name and/or your student’s name, and the name of the school.

When you add retouching to your order, we focus on light, natural enhancements. Our standard retouching includes removing temporary blemishes, softening minor scratches, reducing the appearance of stains on clothing, and gently brightening teeth.

Retouching can be subjective, so our goal is always to maintain each child’s natural look. We avoid altering permanent features or changing their appearance in a way that no longer feels authentic. It’s important to remember that children notice what gets retouched, and keeping edits subtle helps reinforce confidence rather than suggesting something needs to be “fixed.”

If there’s something specific you’d like addressed, you’re always welcome to let us know.

For our Canadian Schools, all ordering is done online.  We accept Visa, MasterCard, American Express, and Visa Debit.  Our American school orders are a little different.  They accept all of the above plus money orders, cash and cheques. If you pay in cash, please send the exact amount for your order, as we are unable to provide change.

We do not accept post-dated cheques. Returned cheques, post dated cheques and declined credit cards are subject to a $25 fee

We’re sorry to hear this! Pegasus is dedicated to making sure that your order is fulfilled properly and would like to make things right! Give us a call at our customer service number (800) 461-6575 or email us CSTeam@pegasus-si.com and we’ll make things right.  Please make sure you contact us with your student’s name, school, and order number if possible.

Most School Day portrait orders are delivered to the school within 2 to 3 weeks from the Order Due Date that is on your Proofs.

Graduation Portraits and mail-to-home orders are delivered within 4 to 6 weeks from the time your order is received.  Unfortunately, we do not have order tracking at this time.  Please call our Customer Service department at 1-800-461-6575 or email info@pegasus-si.com being sure to include your child’s name, school, and an order number if possible for further assistance.

When viewing digital images, it’s important to keep in mind that zooming in beyond 100% can create the impression that the image is lower quality than it actually is.

At 100%, you’re viewing the image at its true resolution – exactly how it was captured and processed. If you zoom in further, your device essentially stretches the image, which can make it appear blurry or pixelated. This isn’t a reflection of the actual photo quality, but rather a result of the zoom process.  This can be experienced when zooming in on any type of device.

When you complete an order for a digital download from our website, you will receive an email providing you with the download information.  It can take up to 4 or 5 days after the school order deadline for the email to be sent to you.  If you don’t receive the email, please check your spam or junk email.  If you are still unable to locate it after 4 or 5 days, please contact our customer service team at 1-800-461-6575 or info@pegasus-si.com with your student’s name and school information.

If you place an order for photos online after the school deadline, you will receive the email with the download information within a few minutes of completing your order.  Again, please check your spam or junk email if you don’t receive it.  Contact customer service if you are unable to locate it within 24 hours.

Pegasus provides a class photo for every student at the schools we photograph, at no cost to families. We believe every child should have a class photo as part of their school experience.

Class photos are delivered to the school following the order deadline and distributed by the school.

Yes, you have up to a year to place an order for photos after the school order deadline has passed however, the order will now be sent directly to your home rather than the school.  For that reason, there will be a service fee.  The service fee applies to any school photo order placed after the school’s deadline. It covers the cost of shipping your package directly to your home and the additional time required for our team to manually process your order. Once the bulk school orders are completed, late orders must be handled individually which includes locating images, preparing prints, and packaging them separately. The fee simply reflects the extra work and shipping involved once the regular school batch is finished.

If you believe your access code or password is expired, go ahead and try it anyway in the “Order Portraits” section of our website.

The service fee applies to any school photo order placed after the school’s deadline. It covers the cost of shipping your package directly to your home and the additional time required for our team to manually process your order. Once the bulk school orders are completed, late orders must be handled individually which includes locating images, preparing prints, and packaging them separately. The fee simply reflects the extra work and shipping involved once the regular school batch is finished.

For privacy reasons, we are only permitted to retain images from regular Fall Day portrait sessions for up to one year from the date the photos were taken. Orders may be placed at any time within that one-year period, even after the school’s order deadline, though late orders are subject to a service fee.

High school graduation and university graduation photos are the only exception. These images are retained for up to two years following the session date.

If you believe your access code or password is expired, go ahead and try it anyway in the “Order Portraits” section of our website.

Peggy is here to answer general questions about our photography programs, ordering process, timelines, policies, and common procedures. She’s great at explaining how things work and where to find what you need.

However, Peggy does not have access to personal or order-specific information. For privacy and security reasons, she cannot view or retrieve:

• Individual orders or order statuses

• Downloadable photos or gallery access

• Student records or names

• Grad photo appointment dates or times

• Whether additional appointments will be opened for your school

If you ask Peggy a question like “Where’s my order?”, “Find my photos”, or “Will my school have more grad sessions?”, she won’t be able to give a specific answer. Please contact our customer service team directly.

Peggy works best when questions are clear and general. When a question requires personal details or photo gallery access, she’ll guide you to the right next step.  Answers can sometimes vary depending on whether you are calling about elementary school, high school, or university photos.  If you are not specific, Peggy is a people pleaser and assumes things to provide you with an answer.  Please specify if you are inquiring about grade 8 grad, high school grad, or university grad programs.

For order-specific or student-specific assistance, please contact our customer service team directly so we can help you properly.